Whether you are working in a corporate environment or working at home, telephone conversation is a vital event you may have to experience at least once. Although telephone conversation does not require necessary gestures and facial expressions, it STRONGLY requires the proper tone of your voice and proper courtesy towards the person on the other line.
In this article, we will be sharing you some practical tips on how to do proper telephone conversation.
1. Ensure a conducive environment when you are making a call.
2. Concentrate on the discussion.
3. If possible, avoid speakerphones when asking a discussion.
4. Use a clear, pleasant tone of voice with good volume and enunciation. Observe proper breathing.
5. Think of a good spiel. (Sound professional, sound respectful and courteous. Use words showing respect and courtesy and introduce yourself)
Note: Spiel A spiel is a lengthy, often glib talk that’s intended to persuade or make excuses. Used as a noun or verb, spiel originates from the German word spielen, meaning “to play.” It’s often somewhat rehearsed and should be greeted with skepticism
Opening spiel (you are giving a call to a specific person)
Caller: Good morning. This is Janice Styles from the Pacific Ocean, Inc. I would like to talk to Mr. Finney to confirm a payment made to him.
When you are receiving a call.
Receiver: Thank you for calling AB Foundation. This is Finney speaking. How may I help you?
SIMPLIFY. MAKE THE SPIEL VERY SHORT.
6. Always present the purpose/reason of the call. Look for the person concerned and present the purpose behind the call.
7. Listen actively and pay attention to details of the discussion. Take note if necessary.
8. Cite facts. Truthful information are very important.
9. Do not interrupt when the person from the other line is talking. Avoid disruption.
10. When addressing with someone, address the person with his on her name
11. When putting someone on hold, inform the person and advice the person of the reason why you are doing such
12. Provide empathy statements. I understand, that must be difficult
13. Level your relationship. Know the level of relationship you are speaking with
14. Set a time-line (keep interactions short). Set a specific period of time when you are talking. You do not have forever.
15. If instructions or words are difficult for other person to understand.
16. At the end of the discussion. Wrap up the discussion. Thank the person for the call. Express your intention to talk to the person again.
Proper telephone etiquette is essential to communication. Remember that how you talk to a person through phone can mean a lot about your organization and you as a person.