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Group Members:
Telephone Communication
Defining
Telephone communication is one of the most important
forms of communication within the company.
Receiving Calls
Use your first name when answering the phone
If you expect a call, think about what the other person
will say or what they will ask?
Eliminate background noise if possible.
Check any relevant documentation or correspondence.
Example
Problem
The person receiving the call speaks only Japanese.
Solution:
The caller should have sent a fax first to say when
he would call and indicate the reason for calling.
Making Arrangements
Changing Arrangements
Ending a Call
End a call as quickly as possible with courtesy and
etiquette :
Say that you "don't want to take up too much of his time."
This is a
polite, way of keeping a phone call on track.
Ask closed-ended questions. Rather than asking what a
good time to
meet is, ask, "Will 10 a.m. be a good time to meet?"
Ending a Call
Say "Is there anything else I can include in this package
for you?
Thank the caller for his time, or for calling (depending on
who called).
Use a quick "Have a nice day" or "Thanks for calling" to
end the call.