TELEPHONING

Business English I
Lesson II Higher Business School in Leskovac
English language teacher: Miljana Stojkovic-Trajkovic
Content

1. Telephoning etiquette

2. Making a phone call

3. Answering a phone call

4. Leaving/Receiving a message
Purpose of calling

To enquire about To inform

something/someone Phone call is one of the
someone about most widely used tool in modern
To request for a certain news
something/a certain business. However, there are
.
information some aspects of
communication that we are
missing out on and need to
compensate for: Facial
Expressions, Manners and
Reactions Physical actions
To make To extend Tools to help
appointments invitations understanding
To (Hand gestures,
confirm/cancel illustrations, etc.)
appointments
BUSINESS TELEPHONE ETIQUETTE
Handling phone calls
What can the caller & receiver
do to make this phone call more
effective in terms of the
following aspects?

Politeness
Preparation
Conciseness
Consideration
Helpfulness
General Rules of Telephone Etiquette
When you’re on the phone, you should be:
POLITE
• choose your words carefully and use proper intonation
PREPARED
• Have all the relevant details (names, numbers, dates, etc)
CONCISE
• Don’t beat around the bush
CONSIDERATE
• Don’t waste people’s time on small talk
HELPFUL
• Give the information needed, but if you can’t help, find someone
who can, or tell the caller you will call back with the information.
What does it take to Be Helpful?

• Effort (Make an effort to help the caller.)

• Listen (Listen carefully to what the caller
wants.)
• Promise (Keep your promises.)
• Fairness (Treat all callers fairly.)
• Understanding (Understand the caller’s
point of view.)
• Lifeline (Show concern for the caller.)
Telephone Etiquette
• Customer forms a mental PICTURE of
you.
• P – PITCH
• I – INFLECTION
•C – COURTESY
•T – TONE
•U - UNDERSTANDING
•R – RATE
•E - ENUNCIATION
Mental P.I.C.T.U.R.E.
P – itch
High or low? Low carries better and is also more
pleasant

I – nflection
Use voice to express ideas or moods, Don’t talk in a
monotone, The voice naturally rises on a questions or
inquiry,Voices fall at a “period,” decision or completion

C – ourtesy
Common, everyday applies the same as face-to-face
conversation

T – one
Many times it is not what you say, but how you say it
Voice should reflect sincerity, pleasantness, confidence,
and interest
Mental P.I.C.T.U.R.E.
U – nderstanding
Avoid talking with anything in your mouth (gum, pencil)

R – ate
Rate of speech should be adapted to personality of contact
“Fast talkers” can arouse suspicion
“Slow talkers” can be irritating

E – nunciate
Clear enunciation will help avoid misunderstanding and
need to repeat yourself
Making a phone call

1 Calling/ dialing a number

Introduce yourself
2

Ask for a particular person or extension/department

3

4 If the person is not in ask when he or she will be back

5 Leave the message

End the call

6
Tips for Telephone Etiquette
• Before you answer, be prepared:
• Have your computer switched on.
• Have pens, pencils, and notepad ready.
• In answering the phone:
• Answer calls promptly by the second or third ring.
• Smile as you pick up the phone.
• Use your “telephone” voice, controlling your volume
and speed.
• Project a tone that is enthusiastic, natural, attentive
and respectful.
• Greet the customer, and identify your company and
yourself.
Tips for Telephone Etiquette
• In the course of the conversation:
• Focus your attention on the customer.
• Enunciate/articulate clearly. Speak distinctly.
• Use simple English – avoid slang and/or acronyms.
• Use action specific words and directions.
• Use the customer’s name during the conversation.
• Always speak calmly and choose your words
naturally.
Tips for Telephone Etiquette

• Avoid forbidden phrases:

• “ I don’t know.”

• “I/we can’t do that.”

• “You’ll have to….”

• “Just a second.”

• “No.”
ANSWERING THE CALL

Pick up the phone in

three rings
.

Greet the caller, e.g. Give your name/ name of

“hello,” “good morning.” the company or the name
Good manners shows of the person for whom
you respect the caller. you are working

Ask the customer if or how you

Say “good-bye” to end the
can help. Asking to help tells the End telephone calls
customer you are there to serve conversation. Let the caller
with a pleasant hang up first
his/her needs and to solve
preliminary close
his/her problems.
 Putting Callers on Hold

Always ask for permission

1 “Would you holding while I get your file?”
“Can you hold briefly while I see if Mr. Jones is available?”

2 Always thank the caller for holding

 Transferring a Caller

1 Always transfer the caller to the desired person’s

extension, not to the operator

2
Tell the caller who you are transferring them to

3 Announce the caller to the person you are transferring

 Taking Phone Messages
Leaving a Voice/Phone Message

Phone Message should always Phone Message should always

include: include:

•Your name and company name

•Caller’s name and company name (if •Time and Date of call
applicable) •What the call is regarding (brief)
•Time and Date of call •If a follow up or return call is
•What the call is regarding (if possible) needed
•If a follow up or return call is needed •Phone number (office or home)
•Phone number (office or home) speak SLOWLY even repeat the
phone number – include area code
TELEPHONE MESSAGE CARD/ TELEPHONE MESSAGE SLIP
IMPORTANT MESSAGE/ WHILE YOU WERE OUT
 QUESTIONS FOR ORAL EXAM

9. What does a telephoning include?

1. What are the reasons for calling? 10. What is a telephone message card
2. What can the caller or reciever do to 11. What can we find on a telephone
make the phone call more effective? message card?
3. What are the general rules of telephone 12. How many phases are there in
etiquette telephoning? Name them
4. Explain the mental picture that the 13. How are you going to introduce yourself
customers form of you? when you phone somebody?
5. How many phases are there in making a 14. What is an extension?
phone call? Name them 15. How many phases are there in leaving
6. How many phases are there in the message? Name them
answering the call? Name them 16. What does leaving the message include?
7. What is important to do when you put 17. How are you going to leave a message?
the caller on hold? 18.What should a telephone message card
8. What is important to do when you include?
transfer the call? 19. What are the synonyms for telephone
message card?
 THANK YOU FOR YOUR ATTENTION!!!
Business English I
Lesson II Higher Business School in Leskovac
English language teacher: Miljana Stojkovic-Trajkovic