2. Phone Call Impression
The person on call forms a mental PICTURE of you.
P-Pitch
I-Inflection
C-Courtesy
T-Tone
U-Understanding
R-Rate
E-Enunciation
3. Keys to Good Listening
Limit your talking
Can’t talk and listen at the same time
Don’t Interrupt
A pause doesn’t always mean the individual is finished speaking
Concentrate
Focus on the conversation. Practice shutting out outside distractions and personal concerns
4. Do’s
• Smile (they really can hear it!)
• Speak Clearly and Concisely
• Be Enthusiastic
• Lower the Pitch of your Voice
• Talk in a Positive Mood
• Listen/Discuss
Don’ts
• Frown
• Mutter
• Sound Tired
• Speak in a Shrill Voice
• Speak Negatively
• Ramble
5. Taking Phone Messages
Phone Message should always include:
Caller’s name and company name (if applicable)
Time and Date of call
What the call is regarding (if possible)
If a follow up or return call is needed
Phone number (office or home)
