1. Telephone Manners

3.  “Take a music bath once or twice a week for a few seasons, and you will find that it is to the soul what the water bath is to the body. “ – Oliver Wendell Holmes Jr.  “I cannot stop my riyaz due to paralysis, for only my music has the power to heal me.” – Ustad Bade Ghulam Ali Khan

4. When you call...  Always greet people, and identify yourself  Hi,/Good morning, I’m… or it’s… here  Am I speaking to…  Can I speak to?  Your Voice is your First Impression  Check if the other person has the time

5. When you call…  On Extensions, check you have the right person  Have a Notebook near the phone  Visualise important calls in advance  State your purpose clearly. Stay focussed  Small courtesies make a big difference

6. When you get a call...  Hello or Good Morning  Answer Quickly, Smile, Identify yourself  Don’t ask, “Who’s that ?”  Taking a colleague’s call…  “Thank you for calling. Can I say who called ?”

7. While on the phone, don’t... …Yawn, gulp, eat, chew gum, smoke …Talk to someone in the room …Read a newspaper or a file or watch TV …Go on and on and on

8. Wrong Numbers  If you dial a wrong number, don’t just hang up  When you receive a wrong call…  When a caller mistakes you for someone else…  Don’t react to rudeness.  End politely

9. When you keep them waiting...  Say, "Excuse me a minute. I have to handle something.”  Or “Can you hold on a minute, I have another call coming in.”  “Can I call you back after a little while ?”  Always Return Calls within 24 hours

10. Conference Calls  Inform expected participants in advance…  All parties involved must,  Keep the time free  Hold their calls  Have relevant information ready  Avoid cutting into others’ dialogue

11. Telephone Tips  Speaker Phones  Respect people’s privacy at home  Taking messages  Answering machines