Read the following suggestions that make your handling of telephone communication an easy task. The chapter has been taken from Business Communication book of SMU MBA MB0023 in the sequel of
oral presentation.
Answer promptly: Try to answer on the first ring if possible. All calls should be answered within three rings.
Be alert: A cheerful, wide-awake greeting sets the tone for any conversation and shows you are ready to help. Be a good listener.
Be natural: Use simple language, avoid slang and technical terms.
Be expressive: Speak at a moderate rate and volume, but vary the tone of you’re your voice to add vitality and emphasis to what you say. Avoid a monotone delivery. No one wants to talk to a computer voice.
Be distinct: Pronounce your words clearly and carefully. Always speak directly into the telephone transmitter. Pay particular attention to word endings.
Be pleasant: Show that you are interested in being helpful. Personalize your conversation by using the caller’s name.
Be courteous: Good telephone habits are nothing more than good manners. Building confidence in you starts with personal consideration for the caller. Do not treat every call as “routine”.
Never leave a caller on ‘hold’: If the caller chooses to stay on the line be certain that you give progress reports every 30 seconds to assure the caller that you are working on the request. Thank the caller for waiting. Show your appreciation for the caller’s patience. A phrase such as, “Thank you for holding, Mr. XYZ” helps you smile over the telephone.
Transfer calls only when necessary: Handle the call yourself, if you can. Make certain that you know how to complete the transfer procedure successfully. Inform the caller of new person with whom they are being connected.
Be discreet: Be careful not to create the wrong impression with statements such as “He’s still on his coffee break” or “I don’t think he has come in yet.” When a person is not available to answer a call, an appropriate response would be “I am sorry; he’s away from his desk right now. May I take a message?
Always know where your people are: When you expect their return, and/or where they can be reached.
Be prepared to take a message: Be accurate when you take a message. Include the following:
The caller’s name
The caller’s phone number
If offered, the caller’s firm or department
The date and time of message
A message, if the caller chooses to leave one
Your name
Now-a-days, in keeping with the latest technological gadgets, we should also be familiar with the voice mail messages. There are the mails that you can leave for the person, who is not available at the time you call and who would listen it at a later time and respond accordingly. While giving a voicemail message, you should be clear and to the point. Don’t digress from the intention of your making the call. You should use as few words as possible and try to give the entire message in simple English. Given below is an example of a voicemail message.
Kisho, it is Jiya. I can’t make next Monday’s meeting after all.
Something has come up and I have to fly to Mumbai.
Would Thursday be possible for you?
If not, we’ll have to put it off until the week after.
I’ll be in touch soon. Bye.
