1. Telephone etiquette
Ref: Pinner D & Pinner D 2003 Communication Skills Pearson Longman, New Zealand Ch. 15: pp

2. Answering the telephone
Callers judge company by the person answering calls
Company could gain or lose thousands of dollars by the ways calls are handled
People trained to handle telephone correctly

3. Guidelines on handling calls
Answer promptly – quick reply indicates willingness to serve
Identify yourself – Good morning. Communication Dept. May I help you?
- Communication Dept, Poasa Grant speaking.
Never answer calls with just “Hello”
Delays/Interruptions – pass on the caller to somebody else who is available is person wanted is unavailable – suggest this course of action tactfully to caller

4. Offer to take a message
Know when it would be convenient to call back
Ask for number and convenient time to ring
If an extension is requested, tell caller you are putting call through
Caller left dangling on the line – upsetting. Thank caller for waiting.
If info required not available, ask if you may call back, do so asap.

5. Engaging in telephone conversation
Be ready to talk – concentrate, cut out distractions, have a notepad/message pad, pencil
Use voice wisely – appropriate language, grammar, voice quality, rate of speech, articulation
Avoid slang expressions – OK, hang on. Avoid rude-sounding expressions – “Who’s calling”

6. Smiling puts sunshine into your voice
Pause – give caller a chance to think about what you are saying
Sound assures speaker that you are listening
Place receiver about 1cm away from mouth – to speak at natural volume
Be courteous, do not interrupt
Listen well
Repeat important information

7. Taking messages
Take messages carefully by listening and asking questions
Incomplete/inaccurate info – frustrates person that receives message
Use telephone message blank if used in office
Ensure following are present: date, time of message, who it is addressed to, who the caller was. Indicate what the caller would like you to do about the call – return call, list tel. no.
Write message clearly.

8. Making a call
Devise an opening statement – identify yourself, establish rapport.
identify: “Hello, Mr Grant. This is Jese Sharma from Finance dept.
rapport: “May I speak with…”
Call at appropriate time

9. If you are using mob phone, tell the receiver – Call could be costly, you could get more prompt attention
If you do not know the name, at least know the person’s position in the company
If person you wish to speak to is not available, ensure that call-taker has a message correctly understood and noted
Remember to ask the call-taker for his/her name

10. During your absence Telephoned Please telephone Returned your call
Telephone message blank
To_____________________
Date__________ Time______________
During your absence
Mr Miss Mrs Dr
of________________________ Phone No ____________ Extn_____________
Message_____________________________________________________________________________
____________________________________________________________________________________
Signed __________
Telephoned
Please telephone
Returned your call
Wishes to see you
Called to see you
Will call again