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Telephone Communication

The document provides tips for effective telephone communication. It discusses answering calls professionally, taking clear phone messages, and properly delivering messages. Some key tips include answering by the third ring, using a polite greeting, being an active listener, promptly returning calls, avoiding distractions, speaking clearly and concisely, and verifying details when taking a message. Taking an accurate message involves recording the date, time, caller's name and number, message recipient, and statement. Messages should be delivered promptly and directly to the intended person.

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Michel Diop
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2K views3 pages

Telephone Communication

The document provides tips for effective telephone communication. It discusses answering calls professionally, taking clear phone messages, and properly delivering messages. Some key tips include answering by the third ring, using a polite greeting, being an active listener, promptly returning calls, avoiding distractions, speaking clearly and concisely, and verifying details when taking a message. Taking an accurate message involves recording the date, time, caller's name and number, message recipient, and statement. Messages should be delivered promptly and directly to the intended person.

Uploaded by

Michel Diop
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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Session 6: Telephone Communication

By Maguzu L.N [MD]

Learning Objectives
By the end of this session, students are expected to be able to:
• List tips for professionally communicating over the telephone
• Answer telephone calls in a professional manner
• Take and document detailed phone messages
• Deliver a phone message appropriately to the correct person

Introduction to Telephone Communication


• It is said that within 60 seconds, people will make assumptions about another person’s
level of education, background, ability, and personality based on their voice alone.
• Consider what type of impression your voice makes over the telephone.

• There are two areas you should be aware of when speaking:


o What you say
o How you say it
• Studies show that listener’s opinions of you are largely based on your voice alone. That
leaves a small portion allocated to what we are saying to make a positive impression.

Tips for Effective Telephone Communication


‘what are some tips that you think may help people communicate effectively
via telephone’?

Tips for Effective Telephone Communication


• Be professional:
o People commonly judge you by the tone of your voice so increase your image by
sounding professional in everything you do over the phone.
• Third ring rule:
o Answer the phone by the third ring.
o People are not inclined to wait much longer and will assume you are not available and
will hang up.
• Professional greeting:
o Make a good impression, be aware of what you are going to say in the greeting.
• Prepare then answer:
o Have a note pad and pen by your phone at all times.
o Write down the caller's name and use it during the conversation.
• Be an active listener:
o Take notes, ask for correct spelling, etc.
• Promptly return calls:
o Make it your personal goal that you will return phone calls.
o This may very well be the most professional characteristic of all you can develop.
• Slow down: Don't speak too fast.
• Use polite words (e.g. please, thank you, etc.)
o It helps set the tone of the conversation from confrontational to friendly.
o Politeness gets you further than shouting.
• Be sincere.
• Never demand anything or order anyone to do something . Always ask.

• Always be aware that you are a reflection of the place you work.
• Make room.
o When you are picking up the phone quickly scan your area to see if you are have
room to sit comfortably and write.
o Ensure there is paper and a couple pens nearby, so you can take notes without
scrambling for these items during the phone call.
• Avoid distractions.
o Obviously you should not be trying to multi-task a handful of things while talking on
the phone.
o Concentrate on the call, listen to your caller’s needs or complaint, and give sincere
helpful responses.
o They can certainly tell when you are not paying attention or when you are doing other
things at the same time, no one likes to feel unimportant.
• Silence is golden.
o If a person is calling to complain then often the best course of action is at first for you
to just listen, and let them get the compliant off their chest. Stopping them will only
create frustration.
• Be clear and concise.
o When you are giving answers, explaining policies and procedures, and when you
yourself are calling a company for an explanation or delivering a complaint, please
have prepared quick, concise statements.
• If you have to put the phone down, do it gently to spare your caller’s ear.
• Rid your mouth of food, gum, cough drops, or candy before talking on the phone .
The
receiver amplifies your sounds.
• If you have to sneeze or cough, turn your head and cover your mouth – and the
receiver.
• Speak directly into the receiver – don't bury it in your shoulder or neck.
• If you dial the wrong number, explain yourself and verify the phone number so you
don’t
repeat the call. Don't just hang up.
• Cut down on background noise when taking or making a call.
o Radios, televisions, and even computer sounds can be distracting over the phone.

Taking and Delivering Phone Messages


• Record the time and date the call came in.
o The time of the call is one of the essential components of taking an accurate and
effective phone message.
o This will help you remember or recall the conversation clearly.
• Avoid writing the message on a paper with little or no space left, chances are you
will not be able to decipher the message later in the day.
• Verify the caller’s name, company/organization name, and phone number.
o Ask for correct spelling if needed.
• Verify who the caller is trying to reach by name or position, if possible.
o If you do not know who the caller should speak with, take a clear message and speak
with someone else in your office/clinic (a supervisor, manager, etc.) to determine who
should respond to the caller.
• Get a short statement about the caller’s intent.

• Repeat the message back to the caller to confirm that you understand them
correctly.
o This will also help the message recipient know that they can come back to you with
questions.

• Note whether the message is urgent or not.


o It is important for the recipient of the message to know if the matter is time-sensitive.
• Write your name or initials on the phone message.
o This will help the message recipient know that they can come to you if they have
questions about the message.
• Deliver the message to the intended recipient.
o Place it in a strategic location, where it will be noticed by the recipient and will not
get lost or misplaced.
o Hand it to the intended recipient directly, if possible.

Key Points
• When answering the telephone in a professional setting it is important to be polite, clear,
undistracted, and speak at a reasonable pace.
• Proper recording of a telephone message is essential to relaying the message accurately.
• Delivery of a telephone message should be done promptly and with careful attention to
ensure the message is received by the person it was intended for.

Evaluation
• Name 5 tips for professionally communicating over the telephone
• What can you do to ensure you are taking down a message correctly?
• Explain how to appropriately deliver a phone message.

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