This document provides tips for communicating effectively over the telephone. It discusses evaluating one's telephone voice, including speaking at a lower pitch and clearly. Tips are provided for cold calling, applying for jobs over the phone, and telephone interviews. For interviews, it recommends researching the company, practicing answers to common questions, and having examples and accomplishments quantified. The goal is to make a confident, professional impression over the phone.
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
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Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries.
We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions.
May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building.
We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
"Now more than ever your practice can't afford to be average!"
Here are some helpful hints for Elective Surgery Practice Telephone Etiquette. Start turning more calls to consults!
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
The business telephone etiquette displayed in organizations is indicative of the employees’ willingness and ability to efficiently assist customers - both internal and external. Take a look at this phone etiquette presentation which details telephone skills which are a part of corporate etiquette. MMM Training Solutions conducts telephone etiquette training for corporates in India.
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We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
We often have conversations over phone and it is very important that we pay attention to how you talk or ‘behave\' on phone. The following guidelines will help to make the first impression a good one. Professionalism is polite, thoughtful, efficient, educated and valuable at all times.
The business telephone etiquette displayed in organizations is indicative of the employees’ willingness and ability to efficiently assist customers - both internal and external. Take a look at this phone etiquette presentation which details telephone skills which are a part of corporate etiquette. MMM Training Solutions conducts telephone etiquette training for corporates in India.
rapport building presentation including introduction, basics of rapport building, customer's needs, components, importance, advantages, barriers, 4 A's, conclusion.
12 Conflict Resolution Tips for Excellent Customer ServiceTalkdeskInc
https://www.talkdesk.com/resources/webinars/
Find out how to resolve customer conflict by delivering excellent customer service.
www.talkdesk.com/request-demo
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4. Inflection
86% of the
message is from
your tone of voice
14% is grasped by
the actual words
Tone
of
Voice
Words
5. Evaluate your telephone voice
Your voice makes an immediate
impression that can portray you as:
friendly or distant
confident or timid
spontaneous or mechanical
relaxed or nervous
6. Evaluate your telephone voice
Always smile
when you speak to someone on the
phone - unless it is inappropriate
This might sound odd - but practice
and listen to the difference in the tone
of your voice if you are smiling.
7. Evaluate your telephone voice
Pitch your voice lower
Phones are like tape recorders –they
make your voice sound higher pitched
Speak slightly slower than normal and
pronounce your words clearly.
8. Evaluate your telephone voice
Be well prepared
Practice by phoning someone you know –
who will give you honest feedback.
If necessary have a pre-arranged script.
Don’t waffle.
9. Evaluate your telephone voice
Listen
Carefully to what the other person is
saying
Without interrupting
10. Evaluate your telephone voice
Take Notes
To ask questions after the other
person has finished speaking
11. Evaluate your telephone voice
Location
Make sure you are somewhere quiet
and where you will not be interrupted.
12. Evaluate your telephone voice
Don’t eat. Don’t smoke
you can hear it on the phone.
If you need a drink then let the other person
know that –otherwise they will be surprised
by suddenly hearing gulping noises!
13. Evaluate your telephone voice
Now that you have thought about
how you present yourself over
the telephone, see how you can
apply your new skills to job
searching…….
14. Different methods of
telephone at job
There are three different methods of
searching for a job using the telephone:
•Cold calling
•Job application
•Telephone interview
15. Cold calling
Getting through to the right person is
sometimes difficult.
Remember to:
• Always introduce yourself
• Be courteous and business like with everyone
• Be confident as if you have no doubt your call will
reach its goal
16. Cold calling
Receptionists generally want to know who you
are, what and who you want.
If you do not know the name of the person you want – ask for
the appropriate manager
Try to get the persons name before you are transferred
If your contact is not available ask when is a good time to call
back
When you get through –ask if this is a good time to call/talk
(never say bad time as this can encourage a negative response)
17. Job application
Calling immediately in response to an
advertised job is almost always a mistake
It is sensible to allow yourself some time to
think through the process and decide exactly
what you want to say
It is quite acceptable to make some notes
before calling continued….
18. Job application
It is a good idea to make a list of the key points that you
want to get across:
Make sure you know who you want to talk to
Have the name and reference of the job ready
If you are offered the option of calling for an informal chat then do so –
(some companies use this initial contact as a way of evaluating
potential employees)
Have questions prepared which are relevant to the advertised vacancy
continued….
19. Job application
Take time filling in the application form
Ask other people’s opinions before sending in
the form
Keep a copy of the application form and take it
with you to the interview
ask if you can refer to notes during the
interview process
20. Telephone interview
Study the job description and person
specification
This enables you to identify the company’s particular
needs and helps demonstrate that you possess
the skills required to meet them
21. Telephone interview
Research the company
Products services, history and culture. Make a
special effort to identify any areas where your skills
and experience may be of particular value
22. Telephone interview
Practice first
• Compile a list of probable questions and ask a friend to
try them out on you over the phone
• Prepare answers carefully using key words from the
job description and person specification
• Do not write out the answers in full as this will make
you sound wooden and too scripted
23. Telephone interview
Match your accomplishments
Prepare a list matching the company’s stated
requirements
Keep this list in front of you
Refer to it at every relevant opportunity
24. Telephone interview
Be prepared to give examples
Employers look for examples of successful use of:
•communication skills
•analytical skills
•teamwork
•drive and initiative
25. Telephone interview
Quantify your accomplishments
Interviewers are keen to hear about relevant
challenges or problems you faced in the workplace
The specific actions you took and the measurable
results achieved e.g increased sales by 35%
26. Telephone interview
Remember
To select a quiet place for the interview
To stand – this can make you sound more confident and helps
project a positive and professional interview
To match your speaking rate and pitch to that of the interviewer to
establish rapport
To make an effort to smile (in the right places!) to create a friendly
and enthusiastic impression
27. Telephone interview
Impressions
Convey the impression that you are genuinely interested
in the company and eager to make a contribution
Refer to appropriate information you discovered
about the company during the course of your research
Respond appropriately to verbal or tonal clues.
If you don’t understand a question –say so and ask for
clarification
28. Telephone interview
Answers
Provide well-developed, balanced and analytical
answers
Avoid yes and no replies
Have an explanation for leaving your current or
previous job – do not criticise your previous employer
or colleagues.
30. Telephone interview
Finishing the call
At the end of the interview:
emphasise your interest in the job
emphasise your interest in the company
reiterate your qualifications
stress that you would welcome a face to face interview