BH

Effective Communication in Telephone Skills

Learning Outcomes

  • Communication Skills

  • Demonstrate the skills needed for effective telephone use.

  • Identify ways to make productive telephone calls.

  • Describe professionalism when receiving calls.

  • Telephone Techniques

  • List six effective telephone techniques.

  • Explain ethical issues related to telephone communication.

  • Troubleshoot problems for international calls.

Using Your Communication Skills

Speaking Clearly

  • Clarity and Positivity
  • Speak clearly to avoid frustration for the customer.
  • Maintain a positive tone for a professional image.

Voice Projection Elements

  • Volume

  • Speak as if talking to someone across the desk; adjust for the caller's hearing ability.

  • Rate of Speed

  • Avoid speaking too fast; maintain a moderate speed to appear confident.

  • Inflection

  • Vary tone of voice to emphasize important points; tone varies can leave a positive impression.

  • Quality

  • Let your voice convey enthusiasm and readiness to assist; visual reminders like a mirror or smiley can help reinforce this.

  • Pronunciation

  • Ensure clear enunciation by properly using lips, tongue, and jaw.

Active Listening

  • Engagement
  • Active listening involves fully concentrating, not just passively absorbing information.

Elements of Active Listening

  • Concentration

  • Stay focused on the caller; avoid allowing your mind to wander.

  • Empathy

  • Understand the caller's message from their perspective.

  • Acceptance

  • Listen objectively, withholding judgment until the caller has finished speaking.

  • Responsibility

  • Ask clarifying questions to ensure you have understood the caller's intentions correctly.

Professionalism through Grammar

  • Importance of Correct Grammar
  • Using proper grammar is essential for a professional image.

Common Grammar Errors

  • Subject-Verb Agreement
  • Example: Use "Our projections have steadily declined," instead of "has steadily declined."
  • Avoiding Jargon
  • Be cautious with technical terms that may not be understood by outsiders.