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Telephone Communication

Group Members:

Under the Supervision:

Ahmed Jan Dahri (15-MBA-03)

Sir Muhammad Asad

Asghar Ali Arain (15-MBA-09)

Department: School Of English

Sumera Abro (15-MBA-05)

SHAHEED BENAZIR BHUTTO UNIVERSITY SHAHEED


BENAZIRABAD

Telephone Communication
Defining
Telephone communication is one of the most important
forms of communication within the company.

Preparing to make a telephone call


Take a moment to prepare before you pick up the phone.
Write down the key points you need to cover during the
conversation, as well as any questions you need to ask.
Smile when you talk to people on the phone.

Preparing to make a telephone call Conti


Explain how different people have different
objectives in a phone call. Ask what students think
are the objectives of the people in the situations
below. Talk through the example, then elicit
suggestions for the other three
situations. Possible answers are given here.
A Computer Operator with a software problem
calling a software helpline.
To talk to someone who can solve the problem.
To describe the problem and get a solution.

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.

Receiving Calls Conti


Try not to keep a caller on hold for a long time.
Be patient and listen. Avoid providing an answer before
the listener is finished speaking.

Taking and leaving messages

Cross-Cultural Communication on the telephone


Many people are not very confident about using the
telephone in English.
Good preparation can make telephoning much easier and
more effective.
Once the call begin, speak slowly and clearly and use
simple language.

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.

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