Acknowledgment

First and foremost, we would like to praise and thank the Almighty God for
giving us the strength and because of His blessing; we finally managed to
accomplish this assignment. Without His blessing, we wouldn’t have gone
this far. This assignment cannot complete without effort and co-operation
from our group member. We always work hard to produce a good
assignment with our full commitment and responsibility

We would like to thank our teacher Mr. Yoseph who gave us this
opportunity to work on this project. We got to learn a lot from this project
about Telephone Vs. Face- to- Face Communication. He always gives us
supports and guide on how to do our assignment in purpose to produce a
good outcome. He inspired us greatly to work in this project. We also like to
thank him for teaching us in this course. We would also like to thank our
school principal.

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Table of Contents
Introduction2

Telephone communication2

Telephone Conversation2

Face to Face Communication3

of Telephone telephone conversation4

Characteristics Face to Face Communication 4

Check list for Effective Face-To-Face communication6

Generally Comparison Table between

Face to Face Communication VS Telephone Conversation 7

Procedures to be Followed by The Caller and The sender8

Merits and demerits of face – to – face conversation 9

Merits and demerits of telephone conversation 10

Conclusion11

Reference11

1
Introduction
If you aim at a success of your secretarial career, and whatever career may follow that, your
success will depend on much more than your practical skills no matter how good your
short hand or typing skills, or your ability to present documents effectively you will not get
for if you cannot get along with people.

Oral communication is the life – blood of our personal and business lives. Our ability to
communicate is a process which begins in childhood; the roles we play become gradually
more complex as we become adults and assume more responsibility. The essential ingredient
is you, and it is important in this respect to recognize that you play two roles in oral
communication: listening as well as speaking.

The transmission of speech over a distance either by electric signals propagated along conduc
tors or by radio signals; a type of telecommunication. Telephone communication permits con
versations to be carried on between people (subscribers) separated by almost any distance.

Telephone communication is one of the most widespread and expeditious forms of commun
ication; it provides for the exchange of information in all areas of human endeavor, including
industry, agricultue, government, science, culture, public health, and personal services.

Telephone, an instrument designed for the simultaneous transmission and reception of the
human voice. The telephone is inexpensive, is simple to operate, and offers its users an
immediate, personal type of communication that cannot be obtained through any other
medium. As a result, it has become the most widely used telecommunications device in the
world. Billions of telephones are in use around the world.

TELEPHONE CONVERSATION

The telephone is a channel that a modern manager cannot do without. Ever since Graham
Bell made it possible for people at for away places to get connected, the telephone has been
an essential tool for business and social communication.

It is a form of instant communication which achieves quick responses, but it takes

imagination to use a telephone effectively. As you cannot see the other person or know that
he/she is thinking, your communication will be only as effective as your words and the
way they are used, for example intonation, style of delivery. It is ear –to – ear
communication which means that it doesn’t allow the use of body language unlike that of
face -to – face communication.

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In any organization, the person on the telephone represents the company. That person gives
an impression of the company to the outside world; whether making or receiving the call.
There can be nothing more damaging for public relations, or better for losing business than a
telephone call which leaves the caller frustrated and no better informed than before he or she
started. The impression any organization wishes to convey to the outside world is of an
efficient, friendly, progressive company eager to give product and service and ensure good
public relations.

It is a very useful channel for quick local, national, and international communication. But it
has a severe limitation – communicators and communicates have to depend exclusively on
voice. The total absence of visual and near – total absence of other non-verbal support
(except notably for tone of voice) makes it imperative that we follow certain guidelines when
we use the telephone channel for one – to – one calls or conference calls.

Face-to-face communication refers to the interaction between two or more people where
everyone is in direct contact with each other. It is also known as personal communication
because people through this type of communication process can send and receive key
information one-on-one.

Face-to-face communication is one of the best ways of building strong relationships. It offers
both the receiver and sender of messages a viable opportunity to look into the eye, put across
their thoughts and ideas, interpret body language and facial expressions, emotions, tone of
voice and later reciprocating in the best available manner.

Face-to-face communication helps people to be on the same page so that they can connect
and communicate directly. There was a time when being in the same physical space was
known as face interaction but times have changed and with the advent of latest technologies
in this digital age it is possible to have face-to-face communication without being in the same
physical space through video call or video conference.

Face-to-face communication is considered a strong influencer as it can direct human

behaviour as per the demand of the situation. In business, it is one of the most successful
ways of putting across your thoughts and convincing the other party to your way of thinking.

Some examples of face-to-face communication include:-

 Team meetings or company annual conferences.

 Sales meetings with prospects and customers.
 Industry trade shows with colleagues and competitors.
 Social activities with colleagues such as lunches or team-building activities.

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Characteristics of Telephone Conversation
A telephone conversation typically includes five stages: opening, feed forward,
business, feedback, and closing. Because telephone conversations lack nonverbal
cues, they require additional attention to feedback.

 It requires electronic device-telephone

 It requires two people to involve –the caller and the receiver
 It is persuasive
 It gives immediate feedback
 It needs charge for conversation
 Sharing of information with in a very short period of time
 Facilitates information exchange
 Overcomes the limitation of distance
 Being Incredibly Patient. Good customer service representatives must be
extremely patient with each and every caller. ...
 Showing Attentiveness. ...
 Communicating Clearly. ...
 Creating Good Boundaries. ...
 Looking for Ways to Say Yes.

Characteristics of Face to Face Communication

Face to face communication is an informal oral communication technique. It has some unique
characteristics that are not found in other communication methods

In your business life you will probably spend much more of your time talking and
listening to colleagues and clients than writing and listening to colleagues and clients than
writing and reading. Problems will need to be discussed, information requested, instructions
given. We spend much of our lives speaking to other people, but something strange happens
too many of us when we are asked to speak in front of a group or in a formalized situation.
To achieve co-operation and effective teamwork, good human relations skills must be
developed.

The important characteristics of face- to- face conversation are discussed below-

 Straight Communication: The important feature of Face to face communication is

that it is very much direct or straight. The parties involved in Face to face

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 communication exchange message directly without using any media. No other
communication technique is as direct as it is.
 Informal: Face to face communication is very informal. Under this method the sender
and the receiver exchange message freely and openly. No formalities are maintained
here.
 Mutual Relation: Face to face communication depends on the mutual relationship
between the sender and receiver of the message. Nobody can interfere in such type of
communication.
 No Cost Communication: face to face communication is a any cost communication
in nature as it does not require any instrumental arrangements.
 Widely Used: In most of the cases, communication takes place in the form of face to
face conversation. Because of its inherent nature, it is widely used in every sphere of
life.
 Word of Mouth Effect: Another important characteristic of Face to face
communication is that it produces huge word of mouth effect. It helps to spread the
negative and positive news about anything of the message.
 No Legal Base: Face to face communication or communication does not have any
legal acceptability as it is not written. Face to face communication is almost like
invisible communication.
 Spread of Rumour: Face to face communication often helps to spread rumor that
may create negative image of the organization.
 Effect of Facial Expression: Another important characteristic of Face to face
communication or communication is that here the facial expression of the sender and
the receiver has immense effect of the entire communication or conversation process.
 Instant Feedback: An important nature of face to face communication is that it
produces instant and quick feedback.
 he Following are characteristics of face-to-face communication:
  It takes different forms like private discussion , formal meetings,
dealing with clients
 etc
  It requires two groups, speaker and listener
  It is natural for the parties involved in it
  It is supported by non verbal cues to convey information like
intonation of voice,
 facial expression, gesture, posture and body movement
  It is supplemented by verbal language
  It provides immediate feedback
  It needs no charge for conversation
  More reliable and effective
he Following are characteristics of face-to-face communication:
 It takes different forms like private discussion , formal meetings, dealing with
clients
etc
 It requires two groups, speaker and listener
 It is natural for the parties involved in it

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 It is supported by non verbal cues to convey information like intonation of voice,
facial expression, gesture, posture and body movement
 It is supplemented by verbal language
 It provides immediate feedback
 It needs no charge for conversation
 More reliable and effective

CHECKLISTS FOR EFFECTIVE FACE – TO – FACE

COMMUNICATION

1. Plan what you will say-prepare supporting notes and gather any relevant
documents.

2. Consider the person to whom you will be speaking, take account of their position,
background, knowledge and experience

3. Speak appropriately to the situation – Be chatty, friendly, informal or formal, etc, in

accordance with the situation and the topic.

4. Be open – minded – consider the matter from the other person’s point of view and be as
open minded as possible, but have counter – arguments ready just in case they are required.

5. Consider the location – you will feel more comfortable in a familiar

environment. Try to avoid distractions like telephone calls or other interruptions.

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 Generally Comparison Table between Face to Face
Communication VS Telephone Conversation

Parameter of Face to Face Communication Telephone Conversation

Comparison

Mode of Interaction In this, you communicate on a In this, you communicate on the

personal level; dialogues are telephone, not interacting
personal and between two people. personally but casually.

Communication Verbal, as well as Non-Verbal Here only Oral communication can

Communication, can be done be done, not written

Cost and Time It requires a lot of time and is It saves time and is cheaper.
costlier

Taking Feedback By observing expressions or Due to the lack of non-verbal cues,

behaviour, you can understand, and feedback is essential.
feedback is not needed.

Groups Face to Face Communication is Telephone Conversation can be

meant for smaller groups. made in larger groups.

PROCEDURES TO BE FOLLOWED BY THE CALLER

AND THE RECIEVER

As well other successful written and oral communication, telephoning requires preplanning
by the caller and desirable behaviour during the conversation by both persons who are
conversing. As some commercial advice “Reach out and touch someone”. Though you are
not meeting face –to – face, your conversation will be voice – to – voice and you want it to be
as favourable as possible

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Before telephoning
1. Know the specific purpose of your call
2. Know the name and occupation (if pertinent) of the person you are calling
3. Consider the best time to call, from the stand point of that person and your company.
Usually, avoid calling just before lunch or at closing time. If you are calling long distance,
be sure to consider time zones, consult your phone director map choose discount
times whenever possible and desirable.

4. Plan your opening statement

5. Jot down the questions you want to ask Try to limit your call to one main point. If you are
calling to sell something, know your sales psychology and have factual suggestions for
listener benefits
6. Have paper and pen handy for note – taking, taking telephone messages require both oral
and written communication skills. A pencil and telephone message pad should be kept by
the telephone. The message pad provides headings which act as a reminder to obtain the
necessary information from the caller.

During telephoning
 Introduce your self
 Announce your name the organization and great the caller
 Be polite avoid a barking tone
 When you answer a phone call with clear pleasant voice answer promptly, usually
with your name/department/ organization and greet the caller.
 If the person you are calling is not there you can leave a message with your number
and time to have your call returned.
 If the call is to be directed, make sure the caller is not made to wait on the line for
long
 If the person called is not available, make a note of the caller’s name,
telephone number and message and communicate to the person concerned.
 Keep personal talk on the official line to the minimum
 Calls cost money; especially long distance ones make your talk cost –
effective.
 Make sure that the calls are returned promptly
 End the conversation with a “thank you” or a good day”

After Telephoning

 The receiver must distribute the message he/she received to the concerned
person.

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 Merits and demerits of face – to – face conversation
Merits of Face to face conversation Demerit of Face to face conversation
1.Effective communication Unsuitable for some people
Face to face communication is effective as it includes facial Face to face communication may not be suitable
expressions also. for people who are nervous or poor
communicators.
2. Face to face communication is effective as it includes Unsuitable for large audiences
facial expressions also. Face to face communication is not possible to
establish a proper rapport with a large group,
through face to face communication

3.Instant feedback
Unsuitable for large organizations
Face to face communication gives instant feedback. Doubts
and misunderstandings are cleared on the spot. So Face to face communication is unsuitable for
immediate feedback large organizations as they have branch offices
located at different places and even in different
countries.

And reference value

4.Informal and direct Not accountable

Face to face communication is simple, direct and informal. Face to face communication is difficult to hold
The impact of face to face communication increases someone responsible or accountable for
because of Participation and team spirit something spoken face to face.

5.Confidential Low legal and reference value

Face to face communication is oral; no written
In face to face communication, all secret and confidential records are kept so it cannot be quoted in the
matters are revealed to the trusted person privately court of law

6.Useful for interviews Poor retention by listener

Face to face communication is used to a good advantage in In face to face, the communicator can speak at
job interviews, general interviews of public figures and also the rate of 100 to 200 words per minute, while
for on-job-training the listener's brain can process about 600 to 700
words per minute. The result is that the listener's
mind wanders and he does not grasp all the
message of speaker.

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 Merits and demerits of telephone conversation

Merit Demerit

Sharing of ideas easily in a short period of time It cannot be supplemented by verbal language

Overcome the limitation of distance It is not very effective when the receiver is not
present at the time of dealing

It takes no time to get feedback It is less interactive

It is persuasive Not applicable to longer and complex

messages

Not applicable to longer and complex messages

Possible to access information without consuming It requires being a good listener

too much power ,time and cost

Facilitate effective person-to-person or Since it is faster it is difficult to reply one by

organization to organization information exchange one to all information etc
etc
Since it is faster it is difficult to reply one by one
to all information etc

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Conclusion

 In business environments we spend much of our time talking and listening to

colleagues and clients than writing and reading. Problems will need to be discussed,
information requested, instructions given etc. To achieve co-operation and effective
teamwork, good human relations skills must be developed.
 The Following are characteristics of face-to-face communication: It takes different
forms like private discussion, formal meetings, dealing with clients etc, requires two
groups, speaker and listener, it is natural for the parties involved in it, it is supported
by nonverbal cues to convey information like intonation of voice, facial expression,
gesture, posture and body movement, and it is supplemented by verbal language.
 The other most important point that the chapter incorporate is the guidelines the caller
and receiver should follow before and during telephoning. The guidelines you should
use before telephoning are: Know the specific purpose of your call, Know the name
and occupation (if pertinent) of the person you are calling, Consider the best time to
call and others. During telephoning: Introduce yourself, Announce your name the
organization and great the caller, Be polite avoid a barking tone, When you answer a
phone call with clear pleasant voice answer promptly, usually with your
name/department/ organization and greet the caller and others
 Finally, we looked at in detail the merits and demerits of face to face
and telephone conversation. Understanding and evaluating the respective advantage
and disadvantage of face to face and telephone conversation enables us to choose the
best way to have communication with others. It also enables the user to get prepared
to any inconveniences that may result during the conversation

References

1. https://books.google.com/books?
hl=en&lr=&id=3aAwmlgC7YMC&oi=fnd&pg=PA83&dq=Face+to+Face+Communication+

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 and+Telephone+Conversation&ots=3S9dY3ajbI&sig=-
U_dMSuR6V4lWOCWZVV7HupbVh4
2. https://journals.sagepub.com/doi/abs/10.1177/1461444804041438

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