The document outlines essential telephony skills, focusing on how to make and receive calls effectively. Key guidelines include having an agenda, introducing oneself, ensuring clarity in communication, and being mindful of the caller's needs. Additionally, it emphasizes the importance of maintaining a positive tone and providing clear feedback during conversations.

1. Telephony Skills
How to MAKE a Call &
How to ANSWER a Call
How to MAKE a Call &
How to ANSWER a Call

2. Remember…
Use it only When Appropriate
Immediacy and Intimacy
Already Preferred
To take Appointment
For Personal Contact
Exchange of Ideas or Questions

3. • Who is on the Call
• From/To Where the call is
• WHEN- Timings of the call
• Why the call is made
• WHAT is the Content of the Call
These are
5 WWs as Basic Suggestions for a Telephone Call
Give a Thought to…

4. Placing a Call

5. Placing a Call: Principle GuidelinesPlacing a Call: Principle Guidelines
Organise your Call- Have an Agenda in
mind
Dial Carefully
Let the Phone Ring 6 Times
Introduce Yourself Immediately
Follow-up with the Purpose of the Call
Conclude Calls promptly

6. Receiving Tele-
Calls
Receiving Tele-
Calls

7. Receiving Tele-Calls: Principles to
Follow
Receiving Tele-Calls: Principles to
Follow
Answer Promptly with Appropriate
Greetings
Introduce Yourself
Focus on the Caller
Be Prepared to Talk
Don’t Let the Telephone Interrupt
You (Avoid a Call when already Busy)

8. General Guidelines…
You lose VISUAL CUES, so be Clear,
Careful, Moderate Speech
Keep the talk Positive and Cheerful
Use Technology Effectively, but don’t
Assume similar technology & Skills from
the Other side
Continuous Feedback during call
Maintain 10 feet distance, if possible in
confidential talks
1

9. General Guidelines…
If you placed the call-Take Responsibility
to End it.
Listen for Signals for the Close of the Call
Don’t Interrupt/Talk Over the other person
after you have fulfilled your purpose.
Repeat Important Numbers, Addresses,
Facts & Names.
Avoid Overdue Politeness
2

10. Taking Calls for Others
Placing the Call on HOLD

11. Parveen Kumar
pkumar12@amity.edu
D-206