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.