TELEPHONE SKILLS

“Really big people are, above everything else, courteous, considerate and generous – not just to
some people in some circumstances – but to everyone all the time.”
- Thomas Watson
Founder, IBM

Five qualities of a good telephone voice

a) Be Distinct: Use clear articulation and enunciation.

b) Be Expressive: Vary your tone and rate.
c) Conversational Tone: keep your tone and language simple and straightforward.
d) Be Alert: Your voice should be energetic.
e) Sound Pleasant: Communicate with your voice that you pleasant and happy person.

Plan your call

a) Greeting: Should be friendly

b) Introduce yourself & your company
c) State the purpose of the call: I am calling to inform you…..
d) Deliver your message in friendly yet business like, clear terms, leaving time for questions.
e) State any customer benefits
f) Ask for agreement.
g) Thank the customer and close the call.
Handling Call

Call - Etiquette & Calling Tips

As a chair person - You are the host As a chair person - Client is the host

1) Circulate the agenda, objective 1) Know the agenda, objective of the call
2) Circulate the list of who will attend from 2) Know the list of who will attend from your
your side and the opposite side side and the opposite side
3) List out the roles of responsibilities of 3) Know the list of roles of responsibilities of
those attending those attending
4) When the call starts, introduce your group 4) Know your role during the call.
to the other party : Name and roles 5) Ensure the right person answers the
5) Cover point by point and close issues after questions of the opposite party
discussion 6) Summarize the call at the end of the
6) Control the call and ensure no one session.
deviates from the topic 7) Do not interrupt speakers
7) Ensure the right person answers the 8) Always start by calling your name.
questions of the opposite party
9) Acknowledge if someone is talking directly
8) Summarize the call at the end of the to you.
session.

Conversational Flow

Sending /Outgoing Incoming / Receiving

1) Greet/Introduction 1) Greet/Introduction
2) Pleasantries 2) Small talk
3) Conversational intent and time 3) Listening and acknowledging
4) Small talk 4) Paraphrasing
5) Conveying information- Sandwich 5) Probing – Avoid
approach a) Headlining
6) Resolution b) Structuring
7) Closure (Definite) c) Leading
d) Telling/asking
6) Resolution
7) Closure
Dos and Don’ts of telephone etiquette
Do’s
1) Answer calls promptly, by the second or third ring.
2) Smile as you pick up the phone.
3) Assume your "telephone" voice, controlling your volume and speed.
4) Project a tone that is enthusiastic, natural, attentive and respectful.
5) Greet the caller and identify yourself and your company/department/unit.
6) Focus your entire attention on the caller.
7) Enunciate/articulate clearly. Speak distinctly.
8) Use action specific words and directions.
9) Use the caller's name during the conversation.
10) Always speak calmly and choose your words naturally.
11) Use reflective/active listening to clarify and check for understanding.
12) Explain why you are "transferring" the call. Give the caller the person's name and direct
number

Don’ts
1) Eat, drink or chew gum while on the phone.
2) Leave an open line
3) Place the caller on hold
4) Check back with the caller frequently: every 30-45 seconds
5) Avoid the Five Forbidden Phrases
◆ "I don't know"
◆ "I/we can't do that."
◆ "You'll have to"
◆ "Just a second"
◆ "No."

Exercise
Try replacing phrases, which may have a negative connotation with these alternatives.
◆ “I don’t know.” It should be replaced with: “That’s a good question. Let me check and find
out.
◆ “We can’t do that.” Instead say: “Let me see that I can do,” and strive to get something
similar or offer an alternative.
◆ “You’ll have to …” The guest or supplier doesn’t have to do anything. There is a subtle
difference between ordering the caller around and saying: “Here’s how we can handle that.
You’ll need to…”
◆ “Just a second, I’ll be right back.” It’s a lie. Instead say: “It will take two or three minutes.
Are you able to hold that long?”
◆ “No” at the beginning
◆ Of a sentence. It’s a word conveying total rejection. By not saying “no,” people will think
before they talk, and can turn everything around so they’re beginning a response positively.
Answering calls for others

● Identify yourself and the company or person for whom you are answering and say, "How may I
help you?
● Offer assistance in the absence of others--say, "She is not in today, perhaps I can be of
assistance".
● Do not make commitments for others-say, "I'll give him your message when he returns," rather
than-"He will call you as soon as he returns".
● Take accurate, legible messages with time, date, reason for call, urgency, company represented,
if any, the best time to reach them and all other pertinent information.

Transferring calls

● Explain the reason for the transfer-("Let me connect you with Mr. Heron in that department). Use
the name of the person you are transferring to whenever possible.
● Know the transfer instructions for the telephone system so that you do not cut off your caller!

Handling complaints by phone

● Listen carefully.
● Convey sincere interest and be empathetic.
● Agree as often as possible.
● Remain calm and courteous. DO NOT ARGUE!
● Do not interrupt unless the person needs to talk to another person or department.
● Do not blame co-workers.
● Explain clearly and be anxious to solve the problem or correct mistakes.
● Do not make unrealistic promises.
● Apologize. Be sure to say I'm sorry. To a customer that is more sincere than we are sorry.
● Act fast. Acting quickly shows that you are sorry and that you will handle the issue.
● Follow up. Get back to the caller to make sure the problem has be solved.

When you are away from the office

● Arrange for coverage or leave a voice mail message for callers.

● Place a short message on the machine. Callers do not like to wait during a long message.
● Advise your office of where you can be reached.
● Check your messages during the day.
Placing calls

● Plan your call. Knowing what you need to say will make your call brief and effective.
● Place your own calls when possible to add a personal touch and create good will.
● Identify yourself and quickly state your business.

Qualities of a good voice

● Distinctness
● Pleasantness/warmth
● Vitality
● Naturalness
● Expressiveness
● Lower, mellow pitch

Tips for creating a good image

● Use basic phrases of courtesy--"May I help you?, Please, Thank you, You are welcome."
● Use standard, accepted business phrases.
● Avoid slang-"uh huh, yeah, nope, dude, or bye bye for good bye".
● Do not chew gum.
● Do not slam the phone or cut off abruptly.
● Keep your promises.
● Smile while speaking. People can "hear a smile" over the phone!
Examples of rules you may want to use include the following:

1. Only one person speaks at a time. If the meeting gets out of order, anyone who wishes to speak
must be acknowledged before doing so.
2. Attempt to understand needs behind positions.
3. Attempt to understand both the positive and negative aspects of suggestions. Getting to the best
solution is more important than who made the suggestion.
4. Comments will be asked for, at times, beginning with the least and ending with the most senior
person (explain that new people often can see issues with more clarity, and also explain that
when a more senior person makes a comment, that this comment may sometimes sound so final
others do not feel they can contradict it).
5. If someone shows a lot of emotion in a comment, this is because there is an important need or
fear they have relating to this issue. This should be looked upon as an opportunity to better
understand each other.
6. Remind participants that this is the time to say something, if they have something to say. It will
do little good for them to express their dissatisfaction with what was said or agreed upon after
the meeting is over.
7. Private conversations are not to be conducted during the meeting.
8. Comments and discussions need to address issues, not personalities.
9. Encourage participants to be tentative in their comments, so creativity is not stifled.
10. Discuss pros and cons of the different approaches.
11. Ask for new approaches that may include the best contributions of the various suggestions.
12. Seek consensus. Avoid premature use of voting to arrive at decisions. Nevertheless, voting can
be used to focus on the top possible solutions.
13. Document decisions reached and who was present. If there were disagreements, document
minority opinions, if this are desired.

Summary

Meetings can be a useful communication tool. Planning will help a meeting accomplish more in less time.
Everyone will not always agree on the best way difficulties should be solved, but friendly disagreements
about solutions can be beneficial. The meeting will be a waste of time, however, unless concrete action
plans are made to solve problems. Specific dates for goal accomplishments can be set and followed up
later.