The document provides tips and instructions for making phone calls professionally and effectively. It discusses answering the phone promptly, identifying yourself to callers, getting the caller's name, planning calls in advance, taking messages accurately, explaining an executive's absence tactfully, and using directories to find numbers. Making calls involves picking up the phone, dialing numbers, and holding a conversation by speaking and listening.

8. Be prepared to answer. Make sure pencils, pens,
message pads, and calendars are on hand before
picking up the telephone. Be mentally prepared to
handle the call and block out all detractions in your
environment so that you can concentrate on your
call.
Answer promptly. Answer on the second ring. When a
customer is calling, quick service help build a
reputation of efficiency for you and your company.
Answer with a smile. 

9. Identify yourself. If you are switchboard operator: “Good
morning (or afternoon), ABC Company, may I direct your
call.” If you are answering for Mr. Rivera: “Good Morning,
Mr. Rivera’s office, may I help you?” If you have your on
line: “Good morning, Maria Cruz peaking, may I help
you?”
Get the person’s name at the other end of the line, rite it don
and use it in conversation. Example: “Mr. Ada, Mr. Labra will be
with you in a moment.” This shows courtesy and respect for
your customer or caller. It communicates a businesslike
manner. Use first names, only if given permission.

11. A typical phone call using a traditional phone is
placed by picking the phone handset up off the
base and holding the handset so that the hearing
end is next to the user's ear and the speaking
end is within range of the mouth. The caller
would then rotary dial or press buttons for the
phone numbers needed to complete the call.

12. Plan your call in advance.
Know whom you want to call,
what you want to accomplish
and what you want to say.
Rather than relying on your
memory, develop the habit of
preparing a call agenda that
summarizes your message and
the questions you need to
answered.
REMINDER:

14. If you need to go through operator, for
domestic calls, dial 109. When the
operator answers, say you would like to
call station-to-station if you wish to talk to
anyone who answers or person-to-person
than station-to-station.
You can call “collect” if the person or firm
you are calling agrees to pay the charge.
Please inform the operator at once if it is a
collect call. Timing starts when the
conversation begins.

16. How to make
Conference Call:

17. 1
• Call one of the participants in the
conference call
2
•Schedule your conference call and
invite other people to attend3
•Get all the information that the
participants will need to call in.
4
•Start the call.
5
• Wait for everyone to join and then
start talking!

19. 





24. SENSING
UNDER-
STANDING

25. EVALUATING
RESPONDING

31. Explain executive’ or co-worker’s absence. It is up to you to
create a good image of the person for whom you are taking the
call. Be discreet. “Dr. Dioquino is at meeting at the moment.
May I take your name and number or can someone else assist
you?”
Screen calls tactfully- This means aware of how you say
something. “Yes, Dr. Dioquino is not in at the moment” or “I am
sorry Dr. Dioquino stepped away for a while. May I have your
name and number, or can someone else help you?” Say that the
executive/co-worker is not in before you for the identity of the
caller.

32. Ask for specific message to save time on callback. “I there a
message you would like to leave? When I the best time Dr. Dioquino
can call you?” “Thank you for calling, Mr. Reye. I will give Dr.
Dioquino your message.”
Take accurate messages. Accurate and complete message
save time. Use telephone message forms and ask for the
caller’s full name, firm name and telephone number, repeat and
verify the telephone number. Ask the caller to spell his or her
name if it is unusual or you did not hear it clearly. “I want to be
sure your name is correct. Would you please spell it for me?”

35. Reduce
your rate
of speech
Put a
smile in
your
voice.
Speak
directly
into the
telephone
Enunciate
your
words
Listen to
your own
voice
Sound
natural

36. 






39. Thomas P.
Farley (Modern Manners: The Thinking Person’s Guide to
Social Graces)

43. White Pages- an alphabetic listing of all
subscribers
Yellow Pages- a subject listing of
business, agencies and organizations that
pay a fee for the listing of their name and
perhaps for an advertisement

45.  Front Pages highlight emergency
number, Dialing instructions, banks
authorized to accept payments, long
distance rates, how to apply for
telephone service, how to understand
your telephone bill.
 Study the telephone directories when
you have spare time in your office so
that you’ll know where to look for the
information you need when you need
it.