1. Use a telephone voicemail system
Handout 2: Making telephone calls

2. Note down all the facts you must mention or find out.
Prepare for the call
Note down all the facts you must mention or find out.
Look up and write down the correct number to call and the name of the person you need to speak to.
Make sure you know your own organisation’s telephone number and your extension number!
Dial the number you require, taking care to do it accurately.
Note down all the facts you must mention or find out – in a sensible order. Leave space alongside to write down answers to questions you are asking or points you are raising. If the subject is sensitive or confidential, you will need to find a quiet place out of the hearing of others.
Look up and write down the correct number to call and the name of the person you need to speak to – this will make it easier for you to dial accurately. You should keep a note of names and numbers to create your own contact list for future reference.
Make sure you know your own organisation’s telephone number and your extension number – you are likely to be asked for this information, especially if the person you require is unavailable.
Dial the number you require, taking care to do it accurately – getting through to the wrong number costs your organisation money!

3. Be prepared to give your own name and number.
During the call
Check you are through to the right number and then ask for the person (or department) you want to speak to.
Be prepared to give your own name and number.
Greet the person properly and introduce yourself again.
State the facts you need to mention.
Make clear notes.
When you are connected, check you are through to the right number and then ask for the person (or department) you want to speak to.
Be prepared to give your own name and your organisation’s, as you will often be asked who is calling.
Greet the person properly and introduce yourself again ‒ in case the switchboard operator hasn’t repeated your name or organisation clearly.
State the facts you need to mention. Don’t speak too quickly or gabble the information.
Make clear notes on the responses you receive and tick each question or fact on your list as you say it, so that you don’t repeat yourself or forget anything.

4. Ways to check you have understood correctly
Questioning
Active listening
Clarifying
If you don’t understand something you are told, ask the other person to repeat or explain it.
Don’t assume any lack of understanding is your fault.
The person may be using jargon or referring to a complex issue you can’t be expected to know about.

5. Open questions Closed questions Probing questions Types of questions
Use a combination of questioning and active listening to clarify any points you are not sure about.
It is better to ask what might seem a silly question now than to guess at what is required and make a costly mistake later.
Open questions begin with ‘who’, ‘what’, ‘where’, ‘when’, ‘why’ and ‘how’. They encourage the listener to give a lot of information.
Closed questions usually lead to the response of yes or no or a choice between two given options, eg ‘Do you want red or black?’ They often start with the words ‘Do’, ‘Is’ or ‘Can’ and are used to confirm requirements or understanding.
Probing questions are used when you need more detailed information.

6. Pay attention to the speaker’s words and expressions.
Active listening
Pay attention to the speaker’s words and expressions.
Use encouraging phrases such as ‘I see’ or ‘Go on’.
Do not interrupt – allow the speaker to finish.
Give the person your complete attention.
Clarify understanding.
Being a good or active listener ensures the exchange of information between the speaker and the listener is correctly understood.
Active listening means that you focus intently on the speaker and clarify your understanding.

7. Clarifying understanding
Repeating back
Paraphrasing
Summarising.
It is important at all times to clarify your understanding.
This means making sure you have understood correctly.
Even if you were listening carefully you may not have understood the speaker’s message correctly.
Repeating back – repeat back any technical words or instructions to check you have understood or recorded them accurately.
Paraphrasing ‒ this means that the listener restates the message in his/her own words, eg, ‘If I understand correctly, you mean …’
Summarising – this means briefly stating the key points of the discussion at the end.

8. The person who makes the call should end the call
Telephone manners
The person who makes the call should
end the call
call back if the line is cut.
The person who makes the call should end it. Therefore, when you have obtained all the information you need, thank the other person and say goodbye.

9. Questions?