EFFECTIVE TELEPHONE COMMUNICATIONS

REFERS TO THE CHANGES IN PITCH USED TO EMPHASIZE WORDS AND GET YOUR MEANING ACROSS TO THE LISTENER.

THE RATE AT WHICH YOU TALK TO SOMEONE ON THE TELEPHONE CAN EFFECT THE ABILITY OF THE LISTENER.

DO NOT SHOUT OR SPEAK TO SOFTLY THAT LISTENER CANNOT HEAR WHAT YOU ARE SAYING.

PRONOUNCE WORDS CORRECTLY AND ENUNCIATE CLEARLY.

AVOID LONG WORDS, COMPLICATED PHRASES, OR LONG SENTENCES.

FOLLOW BASIC GRAMMAR STANDARDS.

AVOID THE USE OF SLANG OR REGIONAL EXPRESSIONS.

IMPROVE YOUR PROFESSIONAL AND PERSONAL VOCABULARY.

LEARN NEW TERMS THAT RELATE TO YOUR POSITION OR YOUR COMPANY.

ANSWER ALL INCOMING CALLS PROMPTLY AND PLEASANTLY.

REACH FOR A PEN AND A NOTEPAD OR MESSAGE FORM.

INFORM THE CALLER YOUR NAME, COMPANY DEPARTMENT OR OFFICE.

USE THE CALLER'S NAME AS YOU END THE CONVERSATION.

ASK PERMISSION TO PLACE THE SECOND CALLER.

ALWAYS TELL THE CALLER WHY THE TRANSFER IS NECESSARY.

THE PERSON WHO PLACED THE CALL SHOULD CALL BACK IMMEDIATELY AFTER THE DISCONNECTION.

MUST CONTROLL YOURSELF AND REMAIN PROFESSIONAL WHEN DEALING WITH DIFFICULT CALLS.

USE TO DETERMINE WHO IS CALLING.

WHEN CALLS, FIND OUT WHOSE CALL.

BE SURE THAT IS ACCURATE AND COMPLETE.

MUST HAVE A PAD OR PRINTED MESSAGES FORMS FOR RECORDING TELEPHONE.

FOLLOW YOUR COMPANY'S POLICY REGARDING MAKING OR RECEIVING PERSONAL TELEPHONE CALLS AT WORK.

COMPANIES PERMIT A LIMITED NUMBER OF PERSONAL CALLS.

PLAN TO PLACE AND RECEIVE CALLS ON A MOBILE PHONES AT APPROPRIATE TIMES AND PLACES.

DO NOT USE MOBILE PHONE IN MEETINGS AND RESTAURANTS BECAUSE IT MIGHT DISTURB OTHERS.

CONFIDENTIAL INFORMATION SHOULD NOT BE DISCUSSED IN PUBLIC AREA.

BE AWARE OF LAWS REGARDING CELL PHONE USE WHILE YOU TRAVEL.

AVOID CALLING WHEN THE TIME IS BEFORE OR AFTER BUSINESS HOURS.

TIMES ZONE IS GEOGRAPHICAL REGION THAT HAS THE SAME STANDARD TIME.

INFORM ALL PARTICIPANTS OF THE DATE, TIME, AND PROPOSED LENGTH OF THE CALL.

VERITY EVERYONE'S TELEPHONE NUMBER.

IDENTIFY THE OBJECTIVES AND INTENDED OUTCOMES OF THE CALL.

WHITE PAGES.

YELLOW PAGES.

KEEP A PERSONAL DIRECTORY OF FREQUENTLY USED NUMBERS. YOUR COMPANY MAY ALSO PROVIDE YOU WITH A DRECTORY OF EMPLOYEES WORKING WITH YOU.

THE DIRECTORY MAY ALSO INCLUDE PROCEDURES FOR USING THE FEATURES OF THE TELEPHONE SYSTEM.

INFORMATION CONTAINED IN THE PAPER DIRECTORIES CAN ALSO BE ACCESSED USING A COMPUTER.

SOME SITES PROVIDE TELEPHONE NUMBERS FOR INDIVIDUALS AND BUSINESSES, REVERSE LOOKUP OR A DIRECTORY FOR TOLL-FREE NUMBERS.

YOU MAY CALL DIRECTORY ASSISTANCE OPERATOR FOR HELP IF YOU ARE UNABLE TO LOCATE A TELEPHONE NUMBER.

BE PREPARED TO SUPPLY THE OPERATOR WITH INFORMATION THAT IS RELATED TO YOUR NUMBER.

KNOWN AS STATION CALLS.

IT IS PLACED WITHOUT ASSISTANCE FROM AN OPERATOR.

MORE EXPENSIVE THAN DIAL DIRECTLY.

PERSON TO PERSON AND COLLECT CALLS ARE TYPES OF SPECIAL LONG DISTANCE CALLS.

PERSON TO PERSON ARE AN EXPENSIVE TYPE OF OPERATOR ASSISTED CALLS.

CARD PURCHASED IN ADVANCE AND USED TO PAY FOR A CERTAIN NUMBER OF MINUTES OF PHONE USE.

THE PHONE SYSTEM WILL INFORM THE AMOUNT OF CALLING TIME REMAINING FOR THE CARD.

THIS DISCOUNTED SERVICE APPLIES TO INCOMING CALLS ONLY.

NO CHARGE IS MADE TO THE CALLER.

FOR TOLL FREE NUMBERS, USER DIAL 800 OR 888.