INTERPERSONAL COMMUNICATION SKILLS

, Kenan BAŞARAN

TELEPHONE versus FACE-TO-FACEFace-to-Face (advantages)1.Non-verbal communication available2.Easy to discuss visual materials3.Others cannot avoid giving clear answerFace-to-Face (disadvantages)1.More complex, expensive 2.Difficult to postpone, re-direct, give run-

around3.Difficult to say ‘No’

, Kenan BAŞARAN

TELEPHONE versus FACE-TO-FACETelephone (advantages)1.Briefer, cheaper, simpler and more convenient2.Easier to say ‘No’ and get others to say ‘Yes’3.Easier to take notes4.Allows younger to appear more authoritativeTelephone (disadvantages)1.Lack of Non-verbal communication2.Difficult to discuss visual materials and objects3.May lead to ‘ping-pong’- people only talk to machines4.Make the tone of your voice higher pitched than

normal

, Kenan BAŞARAN

MAKING A PHONE CALL1. Greet the person, Good morning / hello2. Identify yourself and your establishment This is Kenan BAŞARAN from E.M.U.3. Ask for the person / department you need Can I speak to Aslı hn. From passport

department4. If necessary, confirm you are speaking the right

person Hello, is that Aslı Hn?

, Kenan BAŞARAN

5. Summarize your reason for callingThis is Kenan BAŞARAN from E.M.U. I am calling

to find out how to extend my red passport.6. Listen to the replies and ask questions if

necessary.Hmm.. Yes.. How much?... And two pictures?7. Make brief notes2 pics, 396TL, TC- ID, 09am to 12, pick up at 2pm8. Confirm / Repeat the detailsSo, I can come in the morning with 2 pictures

and......9. Thank the person before ringing offThank you very much Aslı hn. I’ll see you

tomorrow. Bye, Kenan BAŞARAN

TAKING A PHONE CALL1. Answer promptly (without delay, answer within 3rd ringing)2. Greet the caller, identify yourself & company Good afternoon, This is Aslı Aycan from

passport section.3. Offer help How can I help you?4. Listen to what the caller says.5. Ask questions if necessary.6. Make notes.

, Kenan BAŞARAN

7. Offer service or tell what you are going to do.If you come here with 2 pictures,396 tl and red

passport in the morning I’ll give you the new...

8.Repeat / Confirm detailsSo, see you tomorrow morning with the

documents and....

9. Give the caller a chance to ask more questionsIs there anything else you’d like to know?

10. Thank the person for calling, use his / her name...right. Thank you for calling Mr. Başaran. See

you tomorrow.

, Kenan BAŞARAN

REMEMBERAnswer within three ringsPut a smile in your voiceAct as if you were face-to-faceGreet the caller pleasantly, make him feel

that you are pleased to receive the call.Give the caller your undivided attention.Allow the caller to hang up first.End the call by using the callers name and

some phrases like ‘thank you for calling’

Kenan BAŞARAN

DOs & DON’Ts of TelephoningIntroduce yourself‘Sorry, he’s with an important customer ‘Give your name, the date, time, your name and

number when you leave a messageAnswer the phone as “ who are you ?”When you leave message say when you will be

availableWhen taking message, repeat and confirm the

information.You can play with a pen while you speak on the

phoneClose your eyes and lean back while you listenAnswer the phone within three rings

Kenan BAŞARAN

Keep your table tidy with a pen, notepad, directoryIf you cannot help, transfer caller to someone who

can helpAct fast and offer quick fix to the caller’s complaintAsk questions to understand the problem betterSay ‘ It’s not my fault, you must talk to ..’Adjust your voice to the callerContinue talking while you are picking up the phoneSay ‘ He can come at any time’Transfer the call fast and don’t waste time to inform

the callerSay “ Hold on a second” if you need to check some

informationBe serious, do not put a smile in your voice

Kenan BAŞARAN

Anticipate what is the caller going to sayAct as if you are face-to-faceIf your boss is not in say ‘ He has not come in yet’When you have a better idea interrupt the caller.Continue working while you answer the phoneFinish the call by saying ‘ No worries honey, see

you’If you don’t know the person the caller asks, say

“sorry’ and hang it up.Address the caller by his name Wait for the caller to hang up first.When you transfer a call, don’t make the caller

repeat the same things again.

Kenan BAŞARAN

THANK YOU FOR LISTENING

Kenan BAŞARAN