MindMap Gallery EFFECTIVE TELEPHONE COMMUNICATIONS

EFFECTIVE TELEPHONE COMMUNICATIONS

This mind map talks about effective telephone communications: 1. Making a favorable impression 2. Incoming telephone calls 3. Outgoing telephone calls

Edited at 2021-06-16 09:40:51

AINA NADHIRAH BINTI AMLI 1Ba

EFFECTIVE TELEPHONE COMMUNICATIONS

AINA NADHIRAH BINTI AMLI 1Ba

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EFFECTIVE TELEPHONE COMMUNICATIONS

1. MAKING A FAVORABLE IMPRESSION

VOICE

TONE

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

PACE

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

VOLUME

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

SPEAKING SKILLS

PRONUNCIATION

PRONOUNCE WORDS CORRECTLY AND ENUNCIATE CLEARLY.

AVOID LONG WORDS, COMPLICATED PHRASES, OR LONG SENTENCES.

GRAMMAR

FOLLOW BASIC GRAMMAR STANDARDS.

AVOID THE USE OF SLANG OR REGIONAL EXPRESSIONS.

VOCABULARY

IMPROVE YOUR PROFESSIONAL AND PERSONAL VOCABULARY.

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

2. INCOMING TELEPHONE CALLS

ANSWERING AND ENDING CALLS

ANSWER PROMPTLY

ANSWER ALL INCOMING CALLS PROMPTLY AND PLEASANTLY.

REACH FOR A PEN AND A NOTEPAD OR MESSAGE FORM.

IDENTIFY YOURSELF

INFORM THE CALLER YOUR NAME, COMPANY DEPARTMENT OR OFFICE.

CONCLUDE THE CALL

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

ASSISTING CALLERS

PLACING A CALLER ON HOLD

ASK PERMISSION TO PLACE THE SECOND CALLER.

TRANSFERRING CALLS

ALWAYS TELL THE CALLER WHY THE TRANSFER IS NECESSARY.

HANDLING A DISCONNECTED CALL

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

HANDLING DIFFICULT CALLS

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

SCREENING CALLS AND TAKING MESSAGES

SCREENING CALLS

USE TO DETERMINE WHO IS CALLING.

WHEN CALLS, FIND OUT WHOSE CALL.

TAKING MESSAGES

BE SURE THAT IS ACCURATE AND COMPLETE.

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

3. OUTGOING TELEPHONE CALLS

PLANNING CALLS

PERSONAL TELEPHONE CALLS

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

COMPANIES PERMIT A LIMITED NUMBER OF PERSONAL CALLS.

CALLS ON MOBILE PHONES

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.

TIME ZONES

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

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

CONFERENCE CALLS

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.

USING DIRECTORIES

LOCAL DIRECTORIES

WHITE PAGES.

YELLOW PAGES.

PERSONAL AND COMPANY DIRECTORIES

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.

ELECTRONIC DIRECTORIES

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.

DIRECTORY ASSISTANCE

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.

LONG-DISTANCE SERVICE

DIRECT-DIAL CALLS

KNOWN AS STATION CALLS.

IT IS PLACED WITHOUT ASSISTANCE FROM AN OPERATOR.

SPECIALIZED LONG-DISTANCE CALLS

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.

PREPAID PHONE CARDS

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.

TOLL-FREE SERVICE

THIS DISCOUNTED SERVICE APPLIES TO INCOMING CALLS ONLY.

NO CHARGE IS MADE TO THE CALLER.

FOR TOLL FREE NUMBERS, USER DIAL 800 OR 888.