This document provides guidelines for effective communication over the phone, including tips for tone, pitch, volume, speed, questioning techniques, paraphrasing, word usage, receiving and making calls, and guidelines for substitution of certain words. The key aspects of communication covered are conveying the appropriate emotions and level of confidence through tone and pitch, speaking at an audible volume and comprehensible speed, using open and closed-ended questions, paraphrasing to confirm understanding, choosing words carefully, clearly identifying oneself and the purpose of calls, being empathetic, maintaining a positive tone, and summarizing before ending calls.

1. Welcome

24. Guidelines Substitute the following words With 1. Ya/Yeah Yes 2. Yes (to acknowledge) that's Right/ Right 3. No I am sorry, but…. 4. No issues/problem Certainly 5. Can I May I 6. What Would/ May 7. Hello? Excuse me

25. Thank You