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ART OFART OF
COMMUNICATIONCOMMUNICATION
HOW YOU COMEHOW YOU COME
ACROSS ONACROSS ON
TELEPHONE ?TELEPHONE ?
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GoodGood communicationcommunication skillsskills enableenable oneone toto becomebecomeeffectiveeffective bothboth atat homehome andand thethe workplaceworkplace..
IncreasinglyIncreasingly wewe noticenotice thethe useuse ofof thethe phrasephrase shouldshouldhavehave excellentexcellent communicationcommunication skillsskills figuringfiguringprominentlyprominently asas aa fundamentalfundamental requirementrequirement inin allall jobjob--relatedrelated advertisements,advertisements, whateverwhatever bebe thethe levellevel ofof thethepostpost..
AtAt aa personalpersonal level,level, oneone oftenoften refersrefers toto thethecommunicationcommunication gapgap whenwhen anticipatedanticipated responses,responses,actionsactions areare notnot forthcomingforthcoming..AA studystudy ofof thethe processprocess
ofof communicationcommunication andand thethe relevantrelevant skillsskills requiredrequired isisthethe immediateimmediate needneed ofof aa CustomerCustomer ServiceService andandservesserves asas anan indispensableindispensable assetasset inin challengingchallengingtimestimes..
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Whatis Communication.Whatis Communication. TheThe wordword communicationcommunication comescomes formform thethe LatinLatin wordword
CommunicateCommunicate whichwhich aa meansmeans aa sharingsharing //exchangingexchanging oror transfertransfer ofof ideasideas.. InformationInformation ororknowledgeknowledge throughthrough language,language, signssigns andand symbolssymbolstherethere areare numbernumber ofof factorsfactors whichwhich affectaffect oror influenceinfluence
thethe processprocess ofof communicationcommunication (such(such asas barriersbarriers andandtechniques)techniques)
GeneralGeneral communicationcommunication isis thatthat whichwhich isis evidentevident ininsocialsocial andand extraextra professionalprofessional circlescircles.. BusinessBusiness
communicationcommunication oror technicaltechnical communicationcommunication isis aamoremore wellwell defineddefined aspectaspect ofof generalgeneral communicationcommunication..InIn keepingkeeping withwith thethe requirementrequirement ofof thethe CustomerCustomerrelation,relation, wewe shallshall focusfocus onon businessbusiness oror technicaltechnical
communication,communication, throughthrough typicaltypical situationalsituational contextcontext..
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The ComponentsofCommunicationThe ComponentsofCommunication
TheThe basicbasic componentscomponents ofof thethe communicationcommunication
processprocess areare:: sender,sender, message,message, medium,medium, receiverreceiverandand feedback,feedback, essentiallyessentially thethe processprocess requiresrequires thetheinteractioninteraction betweenbetween twotwo partiesparties withwith thethe sendersender andandreceiverreceiver changingchanging rolesroles whenwhen necessarynecessary..
TheThe processprocess takestakes placeplace withinwithin aa commoncommon frameframe ofofreference,reference, ii..ee.. aa typicaltypical communicationcommunication environmentenvironment..TheThe messagemessage maymay sometimessometimes getget distorteddistorted bybybarriersbarriers (semantic(semantic difficultiesdifficulties suchsuch asas thethe languagelanguage
used,used, levellevel andand appropriatenessappropriateness ofof thethe language,language,thethe vocabularyvocabulary oror thethe wayway thethe receiverreceiver interpretsinterprets thethemessagemessage affectaffect communication)communication)
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DefinitionofcommunicationDefinitionofcommunication
CommunicationCommunication isis aa twotwo wayway processprocess byby
whichwhich meaningfulmeaningful informationinformation oror
knowledgeknowledge isis exchangedexchanged betweenbetween thethesendersender andand thethe receiverreceiver throughthrough anan
appropriateappropriate channelchannel andand medium,medium, toto
facilitatefacilitate appropriateappropriate feedbackfeedback.. TheThe
messagemessage isis firstfirst encodedencoded byby usingusing thethesignssigns andand appropriateappropriate languagelanguage.. LaterLater itit isis
decodeddecoded byby thethe receiverreceiver..
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ExampleofcommunicationExampleofcommunication
Process
Process
TheThe teacherteacher (sender)(sender) discussesdiscusses aa subjectsubject(information,(information, message)message) withwith thethe studentsstudents(receiver)(receiver) usingusing appropriateappropriate languagelanguage (medium)(medium)
inin thethe classroomclassroom (channel(channel )) andand thethe studentsstudentsrespondrespond (feedback)(feedback)..
TheThe wordword mediummedium andand channelchannel areare oftenoften
interchangedinterchanged oror confusedconfused.. ItIt isis importantimportant totorememberremember thatthat mediummedium isis thethe means,means, channelchannel isisthethe routeroute oror methodmethod ofof accessaccess oror thethe pathpath..
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Whoisthereceiverofmymessage?Whoisthereceiverofmymessage?(Senior, Junior, Customer)(Senior, Junior, Customer)
Whatisthepurposeofmymessage?Whatisthepurposeofmymessage?
Whyam I communicating? Toinstruct,Whyam I communicating? Toinstruct,inform,reportsetc.inform,reportsetc.
Whatismymedium? (Oral, Written,Whatismymedium? (Oral, Written,
Visual,orcombination)Visual,orcombination)Whatismychannel(DirectlikefacetoWhatismychannel(Directlikefaceto
face,orviamedia)face,orviamedia)
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Itisrelevanttoquote Rudyard KiplinginthisItisrelevanttoquote Rudyard Kiplinginthis
context:context:
I Keep Six Honest Serving Men,theytaughtI Keep Six Honest Serving Men,theytaught
meall I know. TheirnamesareWhat &meall I know. TheirnamesareWhat &
Why & When & How & Where & WhoWhy & When & How & Where & Who
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7 Cs OfEffective Communication7 Cs OfEffective Communication
Clear: Simpleandunambiguouslanguage.Clear: Simpleandunambiguouslanguage.
Candid: Truthfulinformation.Candid: Truthfulinformation.
Concise:Brieflyexpressedinformation.Concise:Brieflyexpressedinformation.
Concrete: InformationbasedonfactsexpressedConcrete: Informationbasedonfactsexpressed
thoughrightword.thoughrightword.
Comprehensive: AllrelevantinformationgivenComprehensive: Allrelevantinformationgiven
Complete: AllthepointsofviewconsideredComplete: Allthepointsofviewconsidered Correct: Informationcheckedforreliability.Correct: Informationcheckedforreliability.
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CommunicationBarriersCommunicationBarriers
WhenthereisabreakdowninWhenthereisabreakdownin
communicationwecanassumethatitiscommunicationwecanassumethatitis
becauseofsomebarrier.becauseofsomebarrier.
BarrierstoeffectivecommunicationcanBarrierstoeffectivecommunicationcan
occuroccur atat anyany stagestage ofof thethe communicationcommunicationprocess.i.e.atthesender,themedium,theprocess.i.e.atthesender,themedium,the
channelorthereceiver.channelorthereceiver.
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The SenderThe Sender TheThe sendersender ofof aa messagemessage cancan failfail toto communicatecommunicate duedue toto
twotwo basicbasic reasons,reasons, physicalphysical oror psychologicalpsychological..
PsychologicalPsychological barriersbarriers manymany timestimes areare manifestationsmanifestations ofofindividualindividual personality,personality, traitstraits andand aa cautiouscautious personperson isiscapablecapable ofof overcomingovercoming thesethese barriersbarriers..
(a)(a) IndifferenceIndifference toto thethe receiverreceiver ::AA speakerspeaker givinggiving aa talktalk onon aa topictopic whichwhich isis irrelevantirrelevant totothethe audienceaudience andand isis obliviousoblivious toto thethe listenerslisteners responseresponseisis indifferentindifferent toto hishis receiverreceiver..
(b)(b) StatusStatus ConsciousnessConsciousness::InabilityInability toto relaterelate withwith peoplepeople ofof lowerlower oror higherhigher statusstatusthanthan oneselfoneself cancan bebe aa barrierbarrier.. TheThe communicationcommunication gapgapwhichwhich existsexists betweenbetween thethe managementmanagement andand workersworkers isisanan exampleexample..
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(c)(c) PastPast ExperienceExperience::
UnfavorableUnfavorable previousprevious attemptsattempts atat communicationcommunication
cancan affectaffect thethe senderssenders selfself confidenceconfidence whilewhilecommunicating,communicating, ee..gg.. ifif aa studentstudent isis ridiculedridiculed byby thetheteacherteacher inin thethe classroom,classroom, thethe studentstudent willwill bebe lesslessinclinedinclined toto getget aa doubtdoubt clearedcleared thethe nextnext timetime..
BarrierBarrier atat thethe senderssenders levellevel cancan alsoalso bebe duedue toto thethe
mediummedium chosen,chosen, ii..ee.. lacklack ofof commandcommand overoverlanguage,language, whichwhich isis discusseddiscussed inin thethe nextnext sectionsection..
(d)(d) UnclarifiedUnclarified AssumptionAssumption::
WhenWhen thethe sendersender assumesassumes thethe receiverreceiver toto possesspossess
somesome knowledgeknowledge oror skillskill oror motive,motive, therethere isis aa breakbreakinin communicationcommunication.. EE..gg.. aa technicaltechnical personpersoncommunicatingcommunicating toto aa nonnon technicaltechnical groupgroup usingusingjargonjargon..
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Inappropriate MediumInappropriate Medium
Barrierscanoccuratthesecondstageofthecommunication processi.e.Barrierscanoccuratthesecondstageofthecommunication processi.e.
whenthemessageistransmittedtothereceiverthroughamedium,whenthemessageistransmittedtothereceiverthroughamedium,
(a)(a) Language: LanguageisabarrierwhenLanguage: Languageisabarrierwhen
Senderandreceiverarenotfamiliarwitheachotherslanguage.Senderandreceiverarenotfamiliarwitheachotherslanguage.
Senderusesdifficultorvagueword,orwordswhichcanhaveSenderusesdifficultorvagueword,orwordswhichcanhavedifferentmeaningsdifferentmeanings
ThereisaproblemwiththepronunciationandtoneoftheThereisaproblemwiththepronunciationandtoneofthespeakere.g.influenceofmothertonguewhilespeaking English.speakere.g.influenceofmothertonguewhilespeaking English.
SpeakersnonSpeakersnon--verbalmannerismsaredistractingverbalmannerismsaredistracting..
(b)(b) Timings:Timings:
MessagehastobetimedproperlyMessagehastobetimedproperly-- amessagegiventooearlyoramessagegiventooearlyortoolaterwillbeuseless. E.g.astudentssincereefforttoimprovetoolaterwillbeuseless. E.g.astudentssincereefforttoimproveshouldbepraisedattheappropriatetime.shouldbepraisedattheappropriatetime.
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(c)(c) Noise:Noise:
EffectiveoralcommunicationcanbehinderedduetoEffectiveoralcommunicationcanbehindereddueto
externalnoises,e.g.anoisyfactoryorcrowdedgymnasium.externalnoises,e.g.anoisyfactoryorcrowdedgymnasium.
(d)(d) ChoiceofMedium:ChoiceofMedium:
ManytimesawellconvincedmessagefailstoreachtoManytimesawellconvincedmessagefailstoreachtoreceiverduetothewrongchoiceofmedium. Thereceiverduetothewrongchoiceofmedium. Thecommunicationbarriersoccur,e.g.amanager,insteadofcommunicationbarriersoccur,e.g.amanager,insteadofissuingmemotoahabituallylateemployee,cantalktofindissuingmemotoahabituallylateemployee,cantalktofindouttheproblemandthusbemoreeffective.outtheproblemandthusbemoreeffective.
BarriersbecauseofimpropermediumalsoexistwhencertainBarriersbecauseofimpropermediumalsoexistwhencertaincodes,signals,symbolsetc.arenotcodes,signals,symbolsetc.arenot
properlydecoded,e.g.awronglygiventelegraphcode.properlydecoded,e.g.awronglygiventelegraphcode.
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The ReceiverThe Receiver(a)(a) Inattentiveness:Inattentiveness:
Listenersinattentivenessmaybebecauseoffaultylistening,Listenersinattentivenessmaybebecauseoffaultylistening,preoccupiedmind,disinterestinthetopicorphysicalfatigue,e.g.ifitispreoccupiedmind,disinterestinthetopicorphysicalfatigue,e.g.ifitisannouncedthattheresultofsemesterexamswillbedeclaredduringannouncedthattheresultofsemesterexamswillbedeclaredduringthelunchrecess,theattentivenessduringtheprethelunchrecess,theattentivenessduringthepre--lunchsessionmaylunchsessionmaybelow.below.
(b) Attitude:(b) Attitude:
(i)
Bias:(i)
Bias
:Ifwelikeapersonwearereceptivetowhathesays,similarly aIfwelikeapersonwearereceptivetowhathesays,similarly a
dislikedpersoncanneverdoormayanythingright.dislikedpersoncanneverdoormayanythingright.
(ii) Ego:(ii) Ego:
ReceiversegoorexaggeratedfeelingofselfworthwillresultReceiversegoorexaggeratedfeelingofselfworthwillresult
inaclosemind,blockingcommunicationchannels.inaclosemind,blockingcommunicationchannels.
(iii) Selective Listening :(iii) Selective Listening :
Receiverslistentowhattheyliketocaretohear.Receiverslistentowhattheyliketocaretohear.
(iv) Premature Evaluation:(iv) Premature Evaluation:
A speakerisevaluatedonthebasisofhisappearance,duringA speakerisevaluatedonthebasisofhisappearance,during
thefirstfiveminutesofthetalk.thefirstfiveminutesofthetalk.
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Oral CommunicationOral Communication
OralcommunicationisaformofverbalcommunicationandhasOralcommunicationisaformofverbalcommunicationandhasseveraladvantages.severaladvantages.
Goodintonationhelpstoexpressthemeaningcorrectly.Goodintonationhelpstoexpressthemeaningcorrectly.
Personalorindividualissuemaybesortedout.Personalorindividualissuemaybesortedout.
Immediatefeedbackorresponseispossible.Immediatefeedbackorresponseispossible.
Helpscommunicateeffectivelywithsmallgroupsofpeople.Helpscommunicateeffectivelywithsmallgroupsofpeople.
Ideaforaccesstoilliterates.Ideaforaccesstoilliterates.
Thereisnoproblemofstorage.Thereisnoproblemofstorage.
Repetitioncanbeusedforemphasis.Repetitioncanbeusedforemphasis.
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Fromalegalpointofview,ithaslittlevalueasthereisFromalegalpointofview,ithaslittlevalueasthereisnopermanentrecord.nopermanentrecord.
For
long
distance
communication,
itis
difficult
to
use
itF
orlong
distance
communication,
itis
difficult
to
use
it
withoutaccesstotelephoneorotherinstruments.withoutaccesstotelephoneorotherinstruments.
LengthycommunicationofanofficialnatureisnotLengthycommunicationofanofficialnatureisnotfeasiblethroughoralcommunication.feasiblethroughoralcommunication.
Revisionandreviewaredifficult.Revisionandreviewaredifficult.
Itisdifficulttotraceresponsibility.Itisdifficulttotraceresponsibility.
WeWe maymay inferinfer thatthat whateverwhatever isis aa disadvantagedisadvantage inin oraloral
communicationcommunication isis aa possiblepossible advantageadvantage inin writtenwritten
communicationcommunication.. Further,Further, whenwhen aa largelarge amountamount ofofinformationinformation hashas toto bebe conveyed,conveyed, thethe writtenwritten formform isispreferred,preferred, asas itit allowsallows thethe readerreader toto digestdigest thetheinformationinformation atat leisureleisure..
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TECHNIQUES TO IMPROVE COMMUNICATONTECHNIQUES TO IMPROVE COMMUNICATON
WaysofimprovingcommunicationWaysofimprovingcommunication
AA --AsasenderAsasender
Whencomposingmessage,decidewhatactionorresponseWhencomposingmessage,decidewhatactionorresponseyouwant Choosethelanguageorcombinationofyouwant Choosethelanguageorcombinationof
written/spoken/nonwritten/spoken/non--verbalcommunicationmostsuitableverbalcommunicationmostsuitableforthetypeofcommunication.forthetypeofcommunication.
Selectpropermedium.Selectpropermedium.
Bepreciseandclear,avoidbeingvagueandambiguous.Bepreciseandclear,avoidbeingvagueandambiguous.
Checkforfeedback.Checkforfeedback.
BB--Asa ReceiverAsa Receiver
GivemessagefullattentionGivemessagefullattention
Checkthatthemediumsuitsyourneeds:tactfullygivehintsifCheckthatthemediumsuitsyourneeds:tactfullygivehintsifitisinappropriate.itisinappropriate.
Ensurefullcomprehension: Askforexplanationifnecessary.Ensurefullcomprehension: Askforexplanationifnecessary.
Ensurefullcomprehension: Togiveappropriatefeedback.Ensurefullcomprehension: Togiveappropriatefeedback.
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CC How to be good speaker.How to be good speaker.
Takedeepbreathbeforestarting.Takedeepbreathbeforestarting.
Thinkyourselfclear,picturethereceiverwhatdoyoureallywishtoThinkyourselfclear,picturethereceiverwhatdoyoureallywishtosayandinwhatsequence? Whatisthefeedbackyoudesired?sayandinwhatsequence? Whatisthefeedbackyoudesired?
Rehearsethespeechandtimeit.Rehearsethespeechandtimeit.
Speakclearly: Audibilityisimportant. JustthedistancefromtheSpeakclearly: Audibilityisimportant. Justthedistancefromthereceiverandadjustthevolumeofyourspeech.receiverandadjustthevolumeofyourspeech.
Practicegoodarticulation,i.e.thewords. YourdirectionmustbeclearPracticegoodarticulation,i.e.thewords. Yourdirectionmustbeclear
anddistinguishable.
Pronounce
and
stress
the
words
properly.and
distinguishable.
Pronounce
and
stress
the
words
properly.
UsethetoneappropriatetothecommunicationsituationandvaryittoUsethetoneappropriatetothecommunicationsituationandvaryittoavoidmonotony.Beinterestedandenthusiasticinyourtone.avoidmonotony.Beinterestedandenthusiasticinyourtone.
Maintaineyecontactwithyourlisteners.Maintaineyecontactwithyourlisteners.
Bethoroughlyawareofyoursubject.Bethoroughlyawareofyoursubject.
Readtobewellinformed.Readtobewellinformed.
Beawareofyourbodylanguage.Beawareofyourbodylanguage.
Ifmakingaformalspeech.Ifmakingaformalspeech.
(a) Havegoodbeginningandconclusion.(a) Havegoodbeginningandconclusion.
(b) Makeyourspeechinteresting.(b) Makeyourspeechinteresting.
(C)Berelevant.(C)Berelevant.
(d) Anticipatefeedbackandbepreparedforit.(d) Anticipatefeedbackandbepreparedforit.
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DD How to be good ListenerHow to be good Listener
Concentrateonthemessage.Concentrateonthemessage.
Makeaconsciouseffortstolisten.Makeaconsciouseffortstolisten.Maintaineyecontactwithspeaker.Maintaineyecontactwithspeaker.
ThroughproperpostureandgestureThroughproperpostureandgesture
increasethe
speakers
sense
of
being
increase
the
speakers
sense
of
being
heardandaccepted.heardandaccepted.
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DoDo youyou knowknow thethe properproper wayway toto answeranswer aa homehome phone?phone?
AnAn officeoffice phone?phone? HowHow dodo youyou placeplace aa businessbusiness call?call?
What'sWhat's thethe bestbest methodmethod ofof cuttingcutting offoff aa longlong--windedwinded
caller?caller? LearnLearn thethe answersanswers toto thesethese andand otherother questionsquestions
aboutabout whatwhat hashas be-be-comecome our our mostmost--usedused formform of ofcommunicationcommunication..
How you come across on the telephone
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Talkon TelephoneTalkon TelephoneWhenWhen youyou talktalk onon thethe telephone,telephone, inin youryour homehome oror inin anan office,office, thethe qualityqualityofofyouryour voicevoice andand youryour abilityability toto expressexpress yourselfyourself clearlyclearly andand conciselyconciselyareare veryvery importantimportant..TheThe personperson atat thethe otherother endend ofof thethe lineline cannotcannot seesee youryour facialfacialexpressionsexpressions oror gestures,gestures, andand thethe impressionimpression hehe receivesreceives mustmust dependdependentirelyentirely onon whatwhat hehe hearshears..
TheThe telephonetelephone isis designeddesigned toto carrycarry youryourvoicevoice atat itsits naturalnatural volumevolume andandpitchpitch.. ItIt isis notnot necessarynecessary toto shoutshout.. InIn fact,fact, raisingraising youryour voice,voice, espe-ciallyespe-cially
duringduring aa longlong--distancedistance call,call, willwill onlyonly distortdistort itit..TheThe telephonetelephone mouthpiecemouthpiece shouldshould bebe heldheld aboutabout oneone inchinch fromfrom youryourlipslipsandand thethe ear-pieceear-piece closeclose toto youryourearear..
SpeakSpeak clearlyclearly andand distinctly,distinctly, withwith thethe samesame in-flectionsin-flections thatthat youyou wouldwoulduseuse inin aa faceface--toto--faceface conversationconversation..
IfIfyouyou mustmust putput thethe telephonetelephone downdown duringduring thethe conversation,conversation, dodo itit gently,gently,andand whenwhen youyou hanghang up,up, dodo notnot slamslam thethe receiverreceiver downdown..
TheThe personperson atat thethe otherother endend maymay stillstill havehave thethe phonephone closeclose toto hishis ear,ear,andand thethe suddensudden sharpsharp bangbang cancan bebe deafeningdeafening..
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TheThe correctcorrect wayway toto answeranswer aa homehome telephonetelephone isis stillstill "Hello"Hello.."""Yes""Yes" isis abruptabrupt andand aa bitbit rude,rude, butbut "This"This isis MrsMrs.. Jones'sJones'shouse"house" leavesleaves thethe doordoor standingstanding openopen wide,wide, andand "Mrs"Mrs.. JonesJones
speakingspeaking leavesleaves herher withoutwithout chancechance ofof retreatretreat..
ThisThis isis notnot nonsensenonsense.. ItIt isis aa reallyreally importantimportant aspectaspect ofofmodernmodern tele-phonetele-phone techniquetechnique.. InIn allall bigbig citiescities telephonestelephones arearerungrung soso persistentlypersistently byby everyevery typetype ofof strangerstranger whowho wantswants totosellsell somethingsomething toto MrsMrs.. House-holder,House-holder, toto askask aa favorfavor ofof MrsMrs..Prominent,Prominent, oror toto getget inin touchtouch withwith MrMr.. OfficialOfficial (having(having failedfailed totoreachreach himhim atat hishis office)office) thatthat manymany peoplepeople areare obligedobliged to,to,keepkeep theirtheir personalpersonal telephonetelephone numbersnumbers unlistedunlisted..
TheThe lastlast thingthing thatthat theythey wantwant toto do,do, therefore,therefore, isis toto
announce,announce, "Miss"Miss StarStar speak-ingspeak-ing.."" ItIt isis farfar moremore practicalpractical totosaysay "Hello""Hello" andand letlet thethe oneone callingcalling ask,ask, "Is"Is MissMiss StarStar there?there?MrMr.. DirectorDirector wouldwould likelike toto speakspeak toto herher.."" IfIf sheshe her-selfher-selfanswers,answers, sheshe simplysimply says,says, "Yes,"Yes, thisthis isis MissMiss StarStar speakingspeaking..""
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"WHO'S CALLING, PLEASE?""WHO'S CALLING, PLEASE?"
WhenWhen thethe telephonetelephone inin thethe homehome isis answeredanswered byby someonesomeone otherother thanthanthethe headhead ofof thethe household,household, thethe responseresponse toto "May"May II speakspeak toto MrsMrs..Brown,Brown, please?"please?" isis usuallyusually "Just"Just aa moment,moment, pleaseplease.."" ButBut ifif MrsMrs.. BrownBrownhashas toldtold thethe maid,maid, oror aa child,child, thatthat sheshe isis veryvery busybusy andand cannotcannot taketake anyanycalls,calls, thethe oneone whowho answersanswers isis correctcorrect inin saying,saying, "Mrs"Mrs.. BrownBrown can'tcan'tcomecome toto thethe phonephone just just nownow;; maymay II havehave youryourname,name, andand sheshe willwill callcallyouyou asas soonsoon asas sheshe cancan..
IfIf thethe callercaller shouldshould say,say, "I"I wantwant toto speakspeak toto MrsMrs.. BrownBrown personally,"personally,"whoeverwhoever hashas answeredanswered replies,replies, "I'm"I'm sorry,sorry, butbut II can'tcan't interruptinterrupt MrsMrs..
BrownBrown.. MayMay II givegive herher aa message?"message?" IfIf thethe callercaller stillstill refusesrefuses toto leaveleave aamessagemessage oror givegive hishis name,name, hehe cancan hardlyhardly expectexpect MrsMrs.. BrownBrown toto speakspeaktoto himhim..
SomeSome womenwomen instructinstruct theirtheir maidsmaids oror theirtheir childrenchildren toto ask,ask, "Who"Who isiscalling,calling, please?"please?" soso thatthat theythey areare preparedprepared whenwhen theythey reachreach thethetele-phonetele-phone.. However,However, othersothers feelfeel thatthat thisthis givesgives anan impressionimpression ofof pryingprying
andand maymay preferprefer "J
ust"J
ust aa moment,moment, pleaseplease..
WhenWhen aa womanwoman isis alonealone inin thethe house,house, sheshe definitelydefinitely shouldshouldaskask "Who"Whoisis calling?"calling?" beforebefore givinggiving outout anyany informationinformation asas toto herher husband'shusband'swhereaboutswhereabouts oror returnreturn.. ThisThis isis notnot onlyonly correctcorrect--it'sit's aa necessarynecessary safetysafetyprecautionprecaution..
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WhetherWhether toto givegive.. youryour namename withwith oror withoutwithout titletitle isis aa frequentfrequentques-tionques-tion.. WhenWhen talkingtalking withwith strangers,strangers, titlestitles areare alwaysalways used,used, butbutinin otherother situationssituations usageusage maymay varyvary..
TheThe followingfollowing rulesrules holdhold goodgood::AnAn olderolder personperson announcingannouncing herselfherselforor himselfhimself toto someonesomeone muchmuch youngeryounger says,says, "This"This isis MrsMrs.. Elder"Elder" oror"Miss"Miss Senior"Senior" oror "Mr"Mr.. ElderElder..
AA youngeryounger lady,lady, whetherwhether marriedmarried oror single,single, says,says, "This"This isis MarieMarie
MannersManners.."" ToTo anan olderolder womanwoman whomwhom sheshe knowsknows sociallysocially sheshe says,says,
"H
ello,"H
ello, MrsMrs.. Knox?Knox? ThisThis isis MaryMary BaileyBailey.."" MrsMrs.. KnoxKnox answers,answers, "Good"Good
morning,morning, MrsMrs.. Bailey!"Bailey!" (Or(Or "Mary,""Mary," ifif sheshe knowsknows herher wellwell.. ))
AA gentlemangentleman callingcalling aa ladylady never,never, underunder anyany circumstances,circumstances,announcesannounces himselfhimself toto herher asas "Mr"Mr.. SmartSmart.."" Instead,Instead, ifif thethe callcall isis
social,social, hehe says,says, "This"This isis GeorgeGeorge SmartSmart..
IfIf youyou areare aa youngyoung manman callingcalling aa friendfriend andand thethe answeringanswering voicevoice isisthatthat ofof aa friendfriend oror aa membermember ofof thethe friend'sfriend's family,family, youyou say,say, "This"This isisJimJim Brown,"Brown," oror probablyprobably "This"This isis JimJim.."" IfIf thethe voicevoice isis unfamiliar,unfamiliar, youyousay,say, "This"This isis MrMr.. JamesJames BrownBrown.. MayMay II speakspeak toto MrMr..AllenAllen Gray?"Gray?" oror
ifif thethe friendfriend isis thethe onlyonly manman inin thethe house,house, "to"to MrMr.. GrayGray..
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Invitations by Telephone
When Mrs. Jones issues an invitation by telephone, there is no
long con-versation, but merely:
Mrs. Jones: "Is that you Sally? This is Helen Jones." (If she is
much older than Sally, she would say "This is Mrs. Jones.")
"Could you and your husband (or John) dine with us next
Tuesday?
Sally: "I'm sorry we can't. We are going to the theater Tuesday
night," or "We'd love to." And probably she repeats "Next
Tuesday at eight" to be sure there is no misunderstanding ofdate or time.
Before hanging up, she would add, "Thanks so much," or "We
lookforward to it.
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It is not correct to preface an invitation with, "Hello, John. Whatare you doing Saturday night?" or, "Are you going to be busyMonday afternoon?" This maneuver puts John in theembarrassing position of saying "Nothing" and then wanting to
refuse after being told that he is expected to dine with theBorings or to play bridge with the Revokes. On the other hand,if he answers, "I have an engagement" and is then told that hewould have been invited to something he likes very much, it isdisappointing not to be able to go-without seeming rude to theperson he has at first refused. A young woman who says she
has an en-gagement and is then told, "Too bad you can't come,because John Bril-liant was looking forward to meeting you,"cannot change her mind and say, "Oh, then I'll get out of mydinner somehow and come." To do so would be the height ofrudeness to all concerned
In responding to a telephone invitation, it is very rude to say,
Let you know," unless it is immediately followed by anexplanation such as I ll have to ask John if he has made anycommitments for that week-end," or "We have tickets for thehigh school play for that night, but perhaps I can exchangethem for two on Friday." Without this sort of definite reason, "I'lllet you know" sounds as if you were waiting for a betterinvitation to come along before saying Yes.
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Ending Telephone CallsEnding Telephone Calls UnderUnder ordinaryordinary circumstances,circumstances, thethe oneone whowho makesmakes thethe
callcall isis thethe oneone whowho endsends itit.. ThisThis isis notnot aa mattermatter ofof greatgreat
importance,importance, butbut itit isis helpfulhelpful toto knowknow ifif aa callcall seemsseems toto bebedraggingdragging onon andand gettinggetting nowherenowhere.. TheThe callercaller simplysimply says,says,''I'm''I'm soso gladglad II reachedreached youyou--we'llwe'll bebe lookinglooking forwardforward totoseeingseeing youyou onon thethe seventhseventh.. GoodGood--by,"by," oror anyany appropriateappropriateremarkremark..
WeWe havehave allall beenbeen trappedtrapped onon thethe telephonetelephone byby aa longlong--windedwinded callercaller--aa determineddetermined salesman,salesman, perhaps,perhaps, oror aaloquaciousloquacious friendfriend.. WhenWhen youyou havehave mademade severalseveral tentativetentativeeffortsefforts toto endend thethe conversation,conversation, whichwhich havehave beenbeencompletelycompletely ignored,ignored, youyou maymay taketake moremore aggressiveaggressivemeasuresmeasures.. AtAt thethe firstfirst pause,pause, oror eveneven interruptinginterrupting ififnecessary,necessary, youyou maymay say,say, "Im"Im terriblyterribly sorry,sorry, butbut II simplysimplymustmust hanghang upup--thethe baby'sbaby's crying,"crying," oror "My"My bathbath isis runningrunningover,"over," oror even,even, ''I'm''I'm latelate forfor anan appointmentappointment nownow..
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AnotheroccasiononwhichacallshouldbeendedAnotheroccasiononwhichacallshouldbeendedquicklyiswhenthepersonwhoreceivesithasaquicklyiswhenthepersonwhoreceivesithasavisitorvisitor--eitherinabusinessofficeorathome. Itiseitherinabusinessofficeorathome. Itisveryinconsideratetocarryonalongchatwhileyourveryinconsideratetocarryonalongchatwhileyourvisitortriestooccupythetimeandavoidlisteningtovisitortriestooccupythetimeandavoidlisteningtoyourconversation. Whenyouanswerthephoneandyourconversation. Whenyouanswerthephoneandfinditisnotacallwhichwillbeoverinamomentorfinditisnotacallwhichwillbeoverinamomentortwo,youshouldpostponeitforamoreconvenienttwo,youshouldpostponeitforamoreconvenient
time. Athomeyoumightsay,"Joanjustdroppedintime. Athomeyoumightsay,"Joanjustdroppedinforavisit,somay I callyoubackinalittlewhile?"foravisit,somay I callyoubackinalittlewhile?"Thebusinessmancouldsay,"I haveacustomerThebusinessmancouldsay,"I haveacustomerwithmeatthemoment. Ifyouwillgivemeyourwithmeatthemoment. Ifyouwillgivemeyournumber, I'llcallyoubackwhen I amfree.".number, I'llcallyoubackwhen I amfree.".
Ineithercase,besurethatyoudoreturnthecallasIneithercase,besurethatyoudoreturnthecallassoonasyoucan.soonasyoucan.
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Three important don'ts
WhenWhen youyou getget aa wrongwrong number,number, don'tdon't ask,ask, "What"What
numbernumber isis this?"this?" AskAsk instead,instead, "Is"Is thisthis MainMain 22--34563456?"?" soso thatthat youyou cancan looklook itit upup againagain oror dialdial moremorecarefullycarefully thethe nextnext timetime..
Don'tDon't answeranswer andand thenthen say,say, "Wait"Wait aa minute"minute" andand
keepkeep thethe callercaller wait-ingwait-ing whilewhile youyou vanishvanish onon ananerranderrand ofof youryour ownown.. IfIf thethe doorbelldoorbell isis ring-ingring-ing andandyouyou can'tcan't listenlisten atat thatthat moment,moment, saysay IllIll callcall youyoubackback inin aa fewfew minutes!"minutes!"AndAnd dodo soso..
Don'tDon't letlet tootoo youngyoung aa childchild answeranswer thethe telephonetelephone..AAlotlot ofof thethe caller'scaller's timetime isis wastedwasted tryingtrying toto makemake thethechildchild understandunderstand aa messagemessage andand relayrelay itit toto thethe rightrightpersonperson.. IfIf therethere isis aa longlong silence,silence, therethere isis nono wayway ofofknow-ingknow-ing whetherwhether thethe childchild isis huntinghunting forfor MotherMother ororplayingplaying.. withwith hishis dogdog..
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TheBusiness TelephoneTheBusiness Telephone
WhenWhen telephonetelephone callscalls gogo throughthrough aa switchboard,switchboard, thethe operatoroperator oftenoftenanswersanswers thethe ringring byby givinggiving thethe namename ofof thethe companycompany.. SomeSome firms,firms,
however,however, feelfeel thatthat aa moremore friendlyfriendly impressionimpression isis mademade onon thethe callercallerbyby thethe greetinggreeting "ABC"ABC Company,Company, goodgood morning,"morning," oror "Good"Goodafternoon,afternoon,ABCABC CompanyCompany..
WhenWhen thethe callcall goesgoes directlydirectly throughthrough toto anan officeoffice oror hashas beenbeentrans-ferredtrans-ferred byby thethe switchboardswitchboard operator,operator, thethe personperson answeringanswering
shouldshould iden-tifyiden-tify himselfhimself andand hishis departmentdepartment:: "Mr"Mr.. Hugo,Hugo, accountingaccountingdepartmentdepartment IfIf aa secretarysecretary answersanswers sheshe shouldshould givegive herher employer'semployer'snamename asas wellwell asas herher ownown:: "Mr"Mr.. Carlson'sCarlson's office,office, MissMiss NortonNortonspeakingspeaking.."" IfIf herher employeremployer isis notnot in,in, oror ifif sheshe wisheswishes toto protectprotect himhimfromfrom unnecessaryunnecessary calls,calls, sheshe shouldshould thenthen offeroffer toto helphelp thethe callercaller ififsheshe can,can, oror ifif not,not, taketake aa messagemessage:: "He's"He's notnot availableavailable atat thethe
momentmoment..M
ayM
ayII
taketake aa message?
"message?
" oror "H
e's"H
e's outout ofof thethe officeoffice justjust nownow..MayMay II havehave himhim callcall you?"you?" oror "He's"He's attendingattending aa meetingmeeting thisthismorningmorning.. CouldCould II helphelp you?"you?" IfIf hehe isis inin hishis office,office,.. sheshe asks,asks, "May"May IItelltell himhim whowho isis calling?"calling?" AnyAny ofof thesethese phrasesphrases shouldshould elicitelicit thethenecessarynecessary informationinformation withoutwithout thethe abruptnessabruptness ofof "Who's"Who's calling?"calling?"ButBut ifif thethe callercaller isis evasive,evasive, youyou maymay havehave toto askask forfor hishis namename moremoredirectlydirectly.. "Who"Who isis calling,calling, please?"please?" isis sometimessometimes necessarynecessary..
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PLACING A BUSINESS CALLPLACING A BUSINESS CALL
When
placing
acall,
be
sure
that
you
have
the
correct
When
placing
acall,
be
sure
that
you
have
the
correct
number. Nexttoallbusinessphonesthereshouldbealistnumber. Nexttoallbusinessphonesthereshouldbealistofthenumbersfrequentlycalled.ofthenumbersfrequentlycalled.
Assoonasyourcallisanswered,youmustidentifyAssoonasyourcallisanswered,youmustidentifyyourself;andun-lessthepersonyouarecallingknowsyouyourself;andun-lessthepersonyouarecallingknowsyou
well,youmustalsonameyourorganization."Thisis Mr.well,youmustalsonameyourorganization."Thisis Mr.Kramerofthe Hobbs Company. May I speakto Mr.Kramerofthe Hobbs Company. May I speakto Mr.Hughes?Hughes?
ItisnotcorrectforasalesmantoannouncehimselfasItisnotcorrectforasalesmantoannouncehimselfasSam Salestotheoperatororsecretarywhoanswers. HeSam Salestotheoperatororsecretarywhoanswers. He
says,"Thisis Mr. SalesoftheBlank Company."Butwhensays,"Thisis Mr. SalesoftheBlank Company."Butwhenhereachesthepersonheiscalling,heomitsthe"Mr."andhereachesthepersonheiscalling,heomitsthe"Mr."anduses"Samuses"Sam
Similarly,ayoungwomaninbusinesssays,"Thisis MissSimilarly,ayoungwomaninbusinesssays,"Thisis MissCaesarofthe Wheel Tire Company,"andwiththepersonCaesarofthe Wheel Tire Company,"andwiththeperson
sheiscallinguses" Jane Caesar.sheiscallinguses" Jane Caesar.
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AllnamesmustbegivenasbrieflybutasexplicitlyandAllnamesmustbegivenasbrieflybutasexplicitlyandasclearlyasishumanlypossible.asclearlyasishumanlypossible.
Themostdiscourteoustelephonehabit.isthatoftheThemostdiscourteoustelephonehabit.isthatofthe
businessmanwhotellshissecretarytocall Mr. Jonesbusinessmanwhotellshissecretarytocall Mr. Jonesandthenisnotwaitingtotakethecall. Forexample,theandthenisnotwaitingtotakethecall. Forexample,thesecretarydialsthenumber;avoicean-nounces,"A.B.secretarydialsthenumber;avoicean-nounces,"A.B.Jones Company";thesecretarysays,"Mr. FrankBrownJones Company";thesecretarysays,"Mr. FrankBrowniscalling Mr. Jones." Promptly Mr. Jonessays,"Hello,iscalling Mr. Jones." Promptly Mr. Jonessays,"Hello,
Frank,"butin-steadofhearing Frank'svoice,hehearsaFrank,"butin-steadofhearing Frank'svoice,hehearsasecretaryexplain,"Mr.Brownisbusyonanotherwire.secretaryexplain,"Mr.Brownisbusyonanotherwire.He'llbewithyouinamoment." Mr. JoneslistensgoodHe'llbewithyouinamoment." Mr. Joneslistensgood--temperedlyafewsecondstemperedlyafewseconds--andlesspatientlyformoreandlesspatientlyformoresec-onds. Mr.Brownisevidentlyunawarethatsecondssec-onds. Mr.Brownisevidentlyunawarethatseconds
seemminutestoabusypersonlisteningtoadeadseemminutestoabusypersonlisteningtoadeadreceiver.receiver.
ThecorrectformforawifecallingherhusbandathisThecorrectformforawifecallingherhusbandathisofficeis,"Thisis Mrs. Jones;is Mr. Jonesin?"officeis,"Thisis Mrs. Jones;is Mr. Jonesin?"
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LongLong--distancecallsdistancecalls
WhenWhen makingmaking aa longlong--distancedistance call,call, rememberremember notnot
toto shoutshout--amplifiersamplifiers onon thethe circuitscircuits willwill stepstep upup youryour
voicevoice allall thethe wayway.. OnOn somesome overseasoverseas calls,calls, itit isis
alsoalso importantimportant toto waitwait forfor thethe otherother personperson toto finishfinish
speakingspeaking beforebefore youyou startstart.. ItIt cancan bebe aa oneone--wayway--atat--
aa--timetime circuit,circuit, andand ifif bothboth speakspeak atat once,once, bothboth areare
shutshut offoff untiluntil oneone oror thethe otherother stopsstops talkingtalking.. KeepKeep
onon thethe tiptip ofof youryour tonguetongue whatwhat youyou havehave toto say,say,
andand saysay itit promptlypromptly.. IfIf youyou havehave severalseveral thingsthings toto
say,say, writewrite themthem downdown andand readread themthem offoff..
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YOUR GOALYOUR GOAL -- GOOD CUSTOMER SERVICE.GOOD CUSTOMER SERVICE.
GoodcustomerserviceismorethanjustsmilingatpeopleorbeingveryGoodcustomerserviceismorethanjustsmilingatpeopleorbeingveryfriendlyonthephone. Itisatotalcommitmenttoexcellentservicebyeachfriendlyonthephone. Itisatotalcommitmenttoexcellentservicebyeachteammember.teammember.
Toprovideeffective CustomerServicewemustToprovideeffective CustomerServicewemust--
BeenthusiasticBeenthusiastic
BepartofateamBepartofateam
SmileSmile-- facetofaceandwhileonthetelephonefacetofaceandwhileonthetelephone
KeeppromisesKeeppromises-- followuprequestsfollowuprequests ListentocustomersListentocustomers-- haveregardfortheirfeelingshaveregardfortheirfeelings
LetthecustomerknowyouarelisteningLetthecustomerknowyouarelistening
TakethetimetoshowyouarepreparedtolistenandtrytoanswerwithcareTakethetimetoshowyouarepreparedtolistenandtrytoanswerwithcare
Answertelephonespromptlyandwithinthree(3)ringsAnswertelephonespromptlyandwithinthree(3)rings
Say,May I helpyou?afterpropergreetingsratherthanHello,tellme.Say,May I helpyou?afterpropergreetingsratherthanHello,tellme.
GoodcustomerserviceisachievedwhenitappearsyouaredoingitwithGoodcustomerserviceisachievedwhenitappearsyouaredoingitwithlittleeffort. Youwillnevergainsatisfactionfromlettingcustomersknowthatlittleeffort. Youwillnevergainsatisfactionfromlettingcustomersknowthatitisdifficulttomeettheirrequirements.itisdifficulttomeettheirrequirements.
Customerserviceis NOT aboutbeingperfect,itisaboutstrivingtosatisfyCustomerserviceis NOT aboutbeingperfect,itisaboutstrivingtosatisfythecustomersneeds.thecustomersneeds.
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HELP DESK TELEPHONE ETIQUETTESHELP DESK TELEPHONE ETIQUETTES
DOSDOS
SomeGoodtelephonehabits:SomeGoodtelephonehabits: Treateverycallandcallerasimportant.Beattentive.Treateverycallandcallerasimportant.Beattentive.
Dontbedistractedbyworkonyourdesk. ItwillreflectDontbedistractedbyworkonyourdesk. Itwillreflectinyourvoice.inyourvoice.
Answerthephonewithasmile;itactuallydoeshelpAnswerthephonewithasmile;itactuallydoeshelp
conveyacheerfulattitude. Answereveryphonecallconveyacheerfulattitude. Answereveryphonecallpromptlybythesecondormaximumthirdring.promptlybythesecondormaximumthirdring.
Donoteat,chewgumandmunchwhiletalking.Donoteat,chewgumandmunchwhiletalking.
Keepyourmessagepadandpenhandy.Keepyourmessagepadandpenhandy.
Becurrentontheinformation. IthelpsfillingintheBecurrentontheinformation. Ithelpsfillinginthe
callerpromptly.callerpromptly. PersonalizeyourconversationbyusingthecallersPersonalizeyourconversationbyusingthecallers
name;name;
Fore.g.Yes, Mr. Vishwas. I llfaxorcourier,orFore.g.Yes, Mr. Vishwas. I llfaxorcourier,orThankyouforcalling, Ms. Nandita.Thankyouforcalling, Ms. Nandita.
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Whentakingmessagesforanotherperson,Whentakingmessagesforanotherperson,makecompletenotes:makecompletenotes:
Thecallersfullname,spelledcorrectly(askforThecallersfullname,spelledcorrectly(askforcorrectspellingifindoubt)correctspellingifindoubt)
Thecallersdepartment,institution,agencyorThecallersdepartment,institution,agencyorfirm.firm.
The
callers
telephone
number
(include
area
The
callers
telephone
number
(include
area
code)code)
Thepurposeofthecall.Thepurposeofthecall.
Thedateandtimecallwastaken.Thedateandtimecallwastaken.
Yourinitials.Yourinitials.
Ifyouneedtoputthecalleronhold,askbeforeIfyouneedtoputthecalleronhold,askbeforeyoudoso. Somecallerswouldrathertrycallingyoudoso. Somecallerswouldrathertrycallingagain.again.
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Whenyouhaveseveralincomingcallssimultaneously,Whenyouhaveseveralincomingcallssimultaneously,Handlethesituationinthefollowingmanner:Handlethesituationinthefollowingmanner:
AsksomeoneifavailableinvicinitytohelpyouAsksomeoneifavailableinvicinitytohelpyouansweringoneofthecalls.answeringoneofthecalls.
Calmlyexcuseyourself:Goodmorning. May I putyouCalmlyexcuseyourself:Goodmorning. May I putyouonholdforamomentwhile I answertheotherphone?onholdforamomentwhile I answertheotherphone?
Putthemonhold.Putthemonhold.
AnswertheothercallandaskthemifyoumayputAnswertheothercallandaskthemifyoumayputthemonhold. Returnpromptlytotheoriginalcallthemonhold. ReturnpromptlytotheoriginalcallSayingthanksforbeingonline Mr. Rajesh. IfitwillSayingthanksforbeingonline Mr. Rajesh. Ifitwillbelongerthanoneortwominutes,askifyoucanbelongerthanoneortwominutes,askifyoucanreturnthecall.returnthecall.
Whenyouneedtotransferacalltoacolleague, TakeWhenyouneedtotransferacalltoacolleague, Takethecallersnameandnotifythecolleaguesothatthecallersnameandnotifythecolleaguesothathe/shecanbereadytospeak.he/shecanbereadytospeak.
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BeBe tactfultactful whenwhen coco--workersworkers areare awayaway fromfrom thetheofficeoffice.. Say,Say, he/shehe/she isis awayaway fromfrom hishis deskdesk(office)(office) nownow.. MayMay II taketake aa message?message? ratherrather
he/shehe/she isis outout forfor lunch,lunch, gonegone forfor aa breakbreak.. BeBe aa goodgood listenerlistener:: makemake notesnotes whilewhile talkingtalking onon
thethe phonephone.. IfIf youyou areare goinggoing toto putput aa callercaller ononhold,hold, makemake aa notenote ofof talktalk..
Avoid
Avoid technicaltechnical expressionsexpressions andand acronyms,acronyms,whichwhich maymay confuseconfuse thethe callercaller..
UseUse businessbusiness likelike phrasesphrases insteadinstead ofof slangslang.. SaySayYes,Yes, CertainlyCertainly andand ofof course,course, insteadinstead ofofOK,OK, Yeah,Yeah, andand UhUh--huhhuh..
WhenWhen makingmaking calls,calls, identifyidentify yourselfyourself andand thetheofficeoffice.. ThisThis isis PreetiPreeti fromfrom CustomerCustomer serviceservice HealthHealth IndiaIndia
ItIt isis courteouscourteous toto letlet thethe callercaller hanghang upup firstfirst..
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APPROPRIATE GREETINGSAPPROPRIATE GREETINGS
Goodmorning,thisis PreetifromGoodmorning,thisis Preetifrom
CustomerServiceMay I helpyou?CustomerServiceMay I helpyou?
Goodafternoon,
Health
India
Customer
Good
afternoon,
Health
India
Customer
service, Preetispeaking.service, Preetispeaking.
Welcometo Health India, Thisis PreetiWelcometo Health India, Thisis Preeti
May I helpyou?May I helpyou?
MAKE AN IMPRESSION ONMAKE AN IMPRESSION ON
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MAKE AN IMPRESSION ONMAKE AN IMPRESSION ON
PHONEPHONE
1.1. Project a sincere quality over the phone.Project a sincere quality over the phone. Usenaturalvocabularyandtoneofvoice.Usenaturalvocabularyandtoneofvoice.
Keepyourvoiceclearandtonebright.Keepyourvoiceclearandtonebright.
Avoidextravagantclaims,obviousexaggerations.Avoidextravagantclaims,obviousexaggerations.
Relatewhatyouaresaying,tothecallersneed.Relatewhatyouaresaying,tothecallersneed.
2. Project a friendly quality.2. Project a friendly quality.
Usetoneandmannerthatarewarmandcordial.Usetoneandmannerthatarewarmandcordial.
Smile;identifyyourself,aswellasthecaller,withSmile;identifyyourself,aswellasthecaller,with
warmthandinterest.warmthandinterest. Donotbeveryformalorinflexible.Donotbeveryformalorinflexible.
Donotrush.Donotrush.
Beattentive & Listencarefully.Beattentive & Listencarefully.
Respondtowhatthecallersays.Respondtowhatthecallersays.
Becourteous.Becourteous.
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3. Project responsiveness.3. Project responsiveness.
Answerthecallersquestions.Answerthecallersquestions.
GetyourfactsstraightbycheckingwiththeGetyourfactsstraightbycheckingwiththecaller. Askquestions.caller. Askquestions.
Do
not
sound
as
ifyou
are
reading
something
Do
not
sound
as
ifyou
are
reading
something
orsayingitfromnotes.orsayingitfromnotes.
AlwayslistentowhatyouaresayingandAlwayslistentowhatyouaresayingandwhatitmeans,especiallytothecaller.whatitmeans,especiallytothecaller.
DonotspeedorrushoverpointsfamiliartoDonotspeedorrushoverpointsfamiliartoyou,butunfamiliartothecaller.you,butunfamiliartothecaller.
Avoidsoft,lowpitchspeech.Avoidsoft,lowpitchspeech.
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4. Dont be mechanical?4. Dont be mechanical?
Watchagainstatiredtoneofvoice,givingtheWatchagainstatiredtoneofvoice,givingtheimpressionofsomeoneboredwithdoingthesamejobimpressionofsomeoneboredwithdoingthesamejobagainandagain.againandagain.
VaryyourphrasingfromcalltocallVaryyourphrasingfromcalltocall
Practicesayingthesamethingindifferentways.Practicesayingthesamethingindifferentways.
The mechanical skills that will make you aThe mechanical skills that will make you a
professional.professional.
Answerthephonebeforeorduringthesecondring.Answerthephonebeforeorduringthesecondring.
Holdthemouthpieceaboutaninchfromyourlips.Holdthemouthpieceaboutaninchfromyourlips. Neverslamthereceiverdown.Neverslamthereceiverdown.
Letthecallerhangupfirst.Letthecallerhangupfirst.
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CHEERFUL ON TELEPHONECHEERFUL ON TELEPHONE
Creatingthe Right ImpressionCreatingthe Right Impression Initial ContactInitial Contact
FewpeopleinbusinesswanttoberudeandillFewpeopleinbusinesswanttoberudeandillmannered,yetitisalltooeasyonthetelephonetomannered,yetitisalltooeasyonthetelephonetosoundasifyouare,evenwithoutintendingto. Howdosoundasifyouare,evenwithoutintendingto. Howdo
weconveytherightimpressionoffriendlyhelpfulness?weconveytherightimpressionoffriendlyhelpfulness? Threethingsconveya Cheerful, HelpfulimageontheThreethingsconveya Cheerful, Helpfulimageonthe
telephone:telephone: Our attitudeOur attitude
Our voiceOur voice
Our wordsOur words
Thisappliesthroughoutthecall,thoughatthe InitialThisappliesthroughoutthecall,thoughatthe InitialContactitismoreimportant.Contactitismoreimportant.
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RIGHT ATTITUDE ON PHONERIGHT ATTITUDE ON PHONE
A customerserviceprofessionalshouldwatchA customerserviceprofessionalshouldwatchthefollowingtoconveytherightattitudeonthefollowingtoconveytherightattitudeonphone.phone.
YourAttitudeYourAttitudeAnswerpromptly.Answerpromptly.
Identifyyourselfwithyourorganization.Identifyyourselfwithyourorganization.
Soundfriendlyandinterested.Soundfriendlyandinterested.
Get/usecallersname.Get/usecallersname. Listenattentively.Listenattentively.
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YourVoiceYourVoice
Smileinvoice.Smileinvoice.
Speakclearlyanddistinctly.Speakclearlyanddistinctly. Varyvoice.Varyvoice.
Holdmouthpiecenearmouth!Holdmouthpiecenearmouth!
Yours WordsYours Words
Courteouswordsandphrases.Courteouswordsandphrases.
Avoidemotivewords.Avoidemotivewords.
PlainwordsPlainwords nojargon.nojargon.
Letusdiscussthesethreeneedsindetail.Letusdiscussthesethreeneedsindetail.
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ATTITUDEATTITUDE
Answerpromptly.Answerpromptly.Answerbefore the thirdAnswerbefore the thirdring.ring.Thinkhowyouhatetobekeptwaiting. AThinkhowyouhatetobekeptwaiting. Apromptreplyhelpsgetthingsofftoagoodpromptreplyhelpsgetthingsofftoagoodstart.start.
AnswerthecallwithnameofyourdepartmentAnswerthecallwithnameofyourdepartment
andyour
own
name
so
the
caller
knows
who
is
and
your
own
name
so
the
caller
knows
who
is
hetalkingto.hetalkingto.
GetyourcallersnameGetyourcallersname anduseitduringtheanduseitduringtheconversation. Ifthecallerdoesnotgivehisconversation. Ifthecallerdoesnotgivehisname,askname,askwhos speaking/calling please?whos speaking/calling please?
notthecurtnotthecurtWhosWhos /that?/that? TreatyourcallerasthoughheisinfrontofTreatyourcallerasthoughheisinfrontof
you. Thatwayyouarelesslikelytodoyou. Thatwayyouarelesslikelytodosomethingthatmayseemrude.somethingthatmayseemrude.
VOICEVOICE
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VOICEVOICE Tryandvaryyourvoice.DonottalkinaflatmonotonewiththeTryandvaryyourvoice.Donottalkinaflatmonotonewiththe
sameemphasisonallwords.sameemphasisonallwords. Stress some of words in a sentence.Stress some of words in a sentence.
SaytoyourselfSaytoyourselfThank you very muchThank you very muchwithoutemphasizinganywithoutemphasizinganyofthewords. Nowsayitagainandstressthewordofthewords. Nowsayitagainandstresstheword veryvery. Hear. Hearthedifference? Thesecondversionismuchmorealive,isntit?thedifference? Thesecondversionismuchmorealive,isntit?YoucandoitbyaddingalittlebitofenthusiasmtoyourworkYoucandoitbyaddingalittlebitofenthusiasmtoyourwork
TryandkeepaTryandkeepasmilesmileinyourvoice. Itgoesalongwaytoputtheinyourvoice. Itgoesalongwaytoputthe
callerinagoodframeofmind. Attimesitishardtokeepthatcallerinagoodframeofmind. Attimesitishardtokeepthatsmile. Fore.g.ifyouareannoyedforsomereason,pauseandsmile. Fore.g.ifyouareannoyedforsomereason,pauseandtakeadeepbreath,trytorelaxbeforeyouansweryournextcall.takeadeepbreath,trytorelaxbeforeyouansweryournextcall.Thatwayyourannoyancewillbelesslikelytoshowinyourvoice.Thatwayyourannoyancewillbelesslikelytoshowinyourvoice.
Speak clearly and distinctly.Speak clearly and distinctly. ThecallershouldnotstruggletohearThecallershouldnotstruggletohear
yourvoice.
be
sure
to
form
your
words
properly
before
you
speak.your
voice.
be
sure
to
form
your
words
properly
before
you
speak.
HoldthetelephonemouthpiecenearyourmouthotherwiseyourHoldthetelephonemouthpiecenearyourmouthotherwiseyourcareoverthepreviouspointersonyourvoicewillbewasted. Yourcareoverthepreviouspointersonyourvoicewillbewasted. Yourcallerwillnothearyou!callerwillnothearyou!
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WORDSWORDS
Usecourteouswordsandphrases. ItisalltooUsecourteouswordsandphrases. Itisalltooeasytousethewrongwordsandsoundeasytousethewrongwordsandsoundabrupt.abrupt. May I ask you to note down ourMay I ask you to note down ouraddress?address?soundsmuchbetteroverthesoundsmuchbetteroverthetelephonethantelephonethanYoull have write down ourYoull have write down our
addressaddress.. Avoidemotivewords. Forexample,Avoidemotivewords. Forexample,youyou
failed to intimate us within 24 hrsfailed to intimate us within 24 hrs..
FailedFailedisaveryemotivewordandthereareisaveryemotivewordandthereare
nearlyalways
alternative
words
or
phrases
nearly
always
alternative
words
or
phrases
available.available.
3.3.Useplain,simplewordsasmuchasUseplain,simplewordsasmuchaspossible. Dontconfuseyourcallerwithpossible. Dontconfuseyourcallerwithtechnicaljargon.technicaljargon.
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LISTENINGLISTENING
A customerserviceprofessionalalsoneedstobeagoodlistener.A customerserviceprofessionalalsoneedstobeagoodlistener.Listeningattentivelytothecustomerhelpsyoutounderstandhis/herListeningattentivelytothecustomerhelpsyoutounderstandhis/herneedsandguideyoutosatisfythesame.needsandguideyoutosatisfythesame.
Callerswill:Callerswill:
-- MakestatementsMakestatements
-- Offerobjections,andOfferobjections,and
-- AskquestionsAskquestions
Youwill:Youwill: HearwhatyouwanttoHearwhatyouwantto
HearwhatyouexpecttoHearwhatyouexpectto
Rathertrythis:Rathertrythis:
-- Askquestionstodetermine NEED.Askquestionstodetermine NEED.
-- SelectacourseofACTION andmakespecificstatements.SelectacourseofACTION andmakespecificstatements.
Remain POSITIVE & SERVICE oriented.Remain POSITIVE & SERVICE oriented.
SOME REASONS WHY PEOPLE FAIL TOSOME REASONS WHY PEOPLE FAIL TO
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SOME REASONS WHY PEOPLE FAIL TOSOME REASONS WHY PEOPLE FAIL TO
LISTENLISTEN
Theyanticipatewhatisgoingtobesaidandswitchoff.Theyanticipatewhatisgoingtobesaidandswitchoff. Theyareplanningwhattosaywhenitstheirturn.Theyareplanningwhattosaywhenitstheirturn.
Theymaybetiredorworriedi.e.notabletoconcentrateTheymaybetiredorworriedi.e.notabletoconcentrate
TheycanthearortheyfindthespeakersvoicedullandTheycanthearortheyfindthespeakersvoicedulland
monotonous.monotonous. Theconversationistoocomplexordifficulttofollow.Theconversationistoocomplexordifficulttofollow.
Thespeakerlackscredibilityandconfidence.Thespeakerlackscredibilityandconfidence.
Uncomfortableofficeenvironment & externaldistractionsUncomfortableofficeenvironment & externaldistractions
Feelinghungryorfeelingsleepy(afterlunch)Feelinghungryorfeelingsleepy(afterlunch)
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The Telephone Courtesy TestThe Telephone Courtesy Test
Ifitinterestsyoutoknowhowgoodyourtelephonemannersmybe,theIfitinterestsyoutoknowhowgoodyourtelephonemannersmybe,the
numberoftimesyoucananswerYestothefollowingquestionswillnumberoftimesyoucananswerYestothefollowingquestionswillgiveyouyourrating. IfeveryoneisYes,youdeservenotmerelyagiveyouyourrating. IfeveryoneisYes,youdeservenotmerelya
crownbutahalo!crownbutahalo!
1.1. DoyoumakesureofthecorrectnumbersoasnottoriskdisturbingDoyoumakesureofthecorrectnumbersoasnottoriskdisturbingstrangersbyCallingfrommemory?strangersbyCallingfrommemory?
2.2. DoyoumakesurethatyourconversationswithbusypeopleareasDoyoumakesurethatyourconversationswithbusypeopleareasbriefaspossible?briefaspossible?
3.3. Whencallingintimatefriendswhodonotrecognizeyourvoice,doWhencallingintimatefriendswhodonotrecognizeyourvoice,doyouresistplayingagameofguesswho?andannounceyourselfyouresistplayingagameofguesswho?andannounceyourself
promptly?promptly?
4. Doyoutrytotimeyourcallssoasnottointerferewiththe4. Doyoutrytotimeyourcallssoasnottointerferewiththe
occupationsofthoseyoucallmostoften?occupationsofthoseyoucallmostoften?
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5.5. Doyoumakebusinesscallswellbeforethecloseofofficehours,Doyoumakebusinesscallswellbeforethecloseofofficehours,
especiallyifyou
are
calling
aperson
whom
you
know
is
acommuter
?especially
ifyou
are
calling
aperson
whom
you
know
is
acommuter
?
6.6. Inabusinessoffice,doyouexplaintopersonalfriendsinclinedtotalkatInabusinessoffice,doyouexplaintopersonalfriendsinclinedtotalkatlengththatyouwillcallthemafterhours?lengththatyouwillcallthemafterhours?
7.7. DoyoutreatwrongDoyoutreatwrong--numbercallsasamutualinconvenienceandanswer.numbercallsasamutualinconvenienceandanswer.Sorry,wrongnumber,inatoneofpolitesympathyinsteadofshowingSorry,wrongnumber,inatoneofpolitesympathyinsteadofshowing
illill--temperedannoyance?temperedannoyance?
8.8. Onadialtelephone,doyoualwayswaitforthedialtone?Onadialtelephone,doyoualwayswaitforthedialtone?
9.9. Whenthenumberyouarecallingisnotansweredquickly,doyouwaitWhenthenumberyouarecallingisnotansweredquickly,doyouwaitlongenoughforsomeonetolayasidewhatheorshemaybedoingandlongenoughforsomeonetolayasidewhatheorshemaybedoingandtoreachthetelephone? Itisveryannoyingtohavebeendisturbedjusttotoreachthetelephone? Itisveryannoyingtohavebeendisturbedjustto
pickupthetelephoneandfindthecallerhashungup.pickupthetelephoneandfindthecallerhashungup.
10.10. Whenmakinganumberofcallsonapartyline,doyouspacethemsoWhenmakinganumberofcallsonapartyline,doyouspacethemsothatothersonthelinemayhaveachancetousetheirtelephones?thatothersonthelinemayhaveachancetousetheirtelephones?
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HowyoucomeacrossonthephoneHowyoucomeacrossonthephone
Answerthefollowing TrueorFalse:Answerthefollowing TrueorFalse:
1.1. A personcallingabusinessofficeshouldannounceA personcallingabusinessofficeshouldannouncehimselftothesecretaryasMr. HookofBrownandhimselftothesecretaryasMr. HookofBrownandSmith,andwhenhegetsthepersonhewantssay,Smith,andwhenhegetsthepersonhewantssay,ThisisBryce Hook.ThisisBryce Hook.
2.2. A housewifeproperlyanswersthephone,Sally SiltA housewifeproperlyanswersthephone,Sally Silt
speaking.speaking.3.3. ItisimpropertoaskacallertoidentifyhimselfbeforeItisimpropertoaskacallertoidentifyhimselfbefore
answeringhisquestions.answeringhisquestions.
4.4. AnolderpersoncallingayoungerpersonintroducesAnolderpersoncallingayoungerpersonintroduceshimselfwithhisfullname,Wally Trollcalling.himselfwithhisfullname,Wally Trollcalling.
5.5. A womanwhointroducesherselfas Mary SmithshouldA womanwhointroducesherselfas Mary SmithshouldnotbeaddressedbythepersonsheintroducesherselfnotbeaddressedbythepersonsheintroducesherselftoasMarry.toasMarry.
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6.6. ItisagoodideatobeinganinvitationbycheckingaItisagoodideatobeinganinvitationbycheckinga
personsavailability:Whatareyoudoing Fridaynight?personsavailability:Whatareyoudoing Fridaynight?7.7. A personwhogetsawrongnumbershouldapologizeandA personwhogetsawrongnumbershouldapologizeand
say,Whatnumberisthis?say,Whatnumberisthis?
8.8. ItisneveracceptabletoendaconversationuntiltheItisneveracceptabletoendaconversationuntilthecallerterminatesit.callerterminatesit.
9.9. DemocraticpracticecallsforintroducingyourselftoDemocraticpracticecallsforintroducingyourselftowhoeveranswersthephonebyyourfirstname:thisiswhoeveranswersthephonebyyourfirstname:thisisJake Freelycalling.Jake Freelycalling.
10.10. BecauseoftheneedforefficiencyinofficesitisBecauseoftheneedforefficiencyinofficesitispermissibleforapersontoinitiateacallonasecondlinepermissibleforapersontoinitiateacallonasecondline
afterhehasputinacallonthefirstlineandtoasktheafterhehasputinacallonthefirstlineandtoaskthepersontopleasewaitaminute.persontopleasewaitaminute.
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11.11. Womendonotrefertothemselvesas MissorMrs.,Womendonotrefertothemselvesas MissorMrs.,
whenusingtheirfullname:Thisis Miss Mary Smith.whenusingtheirfullname:Thisis Miss Mary Smith.Thisis Mrs. Eve Adams.Thisis Mrs. Eve Adams.
12.12. WhenreceivingatelephonedinvitationitispropertoWhenreceivingatelephonedinvitationitispropertoreply,Illletyouknow,beforecommittingyourself,inreply,Illletyouknow,beforecommittingyourself,incasesomethingbetterturnsup.casesomethingbetterturnsup.
13.13. AninvitationshouldbeprecededbyalengthyAninvitationshouldbeprecededbyalengthyconversation.conversation.
14.14. AsasimpleprecautionahousewifedoesnotidentifyAsasimpleprecautionahousewifedoesnotidentifyherselfuponansweringthephone.herselfuponansweringthephone.
15.15.F
riendshave
an
obligations
to
recognize
your
voice
Friends
have
an
obligations
to
recognize
your
voice
immediatelysoitisnotnecessarytoidentifyyourselfimmediatelysoitisnotnecessarytoidentifyyourselfwhenphoning.whenphoning.
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