TELEPHONING

&
TELECONFERENCING
 TELEPHONING
For people at far away places to get
connected, the telephone has been an
essential tool for business & social
communication
The phone has crossed the developmental
stage where a physical connection
between two instruments was essential for
telephonic communication
This is the age of wireless mobile phones
However the telephone channel’s main
limitation is that the listener has to depend
exclusively on the speaker’s voice for
reconstructing the message
 General Preparation
Know your phone
Keep a pen and Pad ready next to the phone
Keep Distractors out; Concentrate on the Call
Find out how you sound on the phone
Cultivate a lively Telephone Voice
Be extra careful when you speak to foreigners
Don’t Ramble; Be Considerate to your Listener
Adopt an efficient way of giving names & number
 How to Make a Call
Ask yourself if it is the Right Time to call
Ask yourself Why you want to call
Jot down points you want to make
Keep at hand all the documents related to the
Call
Mentally Draft a brief message for the person
you are calling
Dial the number. Do it yourself if possible
When someone answers your call, Greet then &
identify yourself
Cont…
Apologize if you get through to a wrong
number
When you get through to the right person,
check if it’s the Right Time
Say what you want as Clearly & Briefly as
you can
Re-dial if the lines Gets cut off
When the call is over, thank the person
you’ve spoken to
After the call, complete your notes
 How to Answer a Call
Don’t let the phone ring more than 2 or 3
times
Greet & identify yourself or your Firm as Soon
as you pick the phone
Do not Allow the phone to Interrupt a meeting
or something equally important
If someone else can deal with the call better
than you, transfer it to them
If the person the caller wants is not available,
offer a return call
Take notes as you listen
If you’re taking a message from someone,
write it down
 Mobile Phones

Switch off your mobile phones when

you are at a meeting
Switch off your mobile when your are
driving
Don’t force strangers to listen to your
Non-emergency calls
 TELECONFERENCING
If you are organizing a Conference Call:-

Notify all the participants in advance. Call them & ask

for the convenience of date & time
Fax or e-mail the agenda to all the participants in
advance
While fixing the time, keep in mind the local time zone
if there are participants from different countries
Punctuality is extremely important
At the time of starting the conference, call the junior
participants first
Once everyone is connected greet all of them before
starting the business
If there are several participants, give them a clear
ideas of how you are going to proceed
Once the call is over, mail the ‘minutes of the meeting’
to all the participants immediately
Cont….
If you are Participating in a Conference
Call:-
Where there are 3 or more participants, it is best
for people to talk only when the conference call
host asks them to
Take notes on what other are saying. Don’t
interrupt refer tot hem when your turn comes
Keep at hand all the information you are likely to
need for the call
Plan for the conference call as you would for a
meeting
Speak slowly, clearly, briefly.
Be considerate to the other participants.