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Telephony Skills

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Parveen Kumar Sharma
Parveen Kumar Sharma

Telephony Skills How to Make a Call How to Receive a Call How to Put the Call on Hold and How to Take Calls for Others

EducationBusinessTechnology
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Telephony Skills How to MAKE a Call & How to ANSWER a Call How to MAKE a Call & How to ANSWER a Call
Remember… Use it only When Appropriate Immediacy and Intimacy Already Preferred To take Appointment For Personal Contact Exchange of Ideas or Questions
• Who is on the Call • From/To Where the call is • WHEN- Timings of the call • Why the call is made • WHAT is the Content of the Call These are 5 WWs as Basic Suggestions for a Telephone Call Give a Thought to…
Placing a Call
Placing a Call: Principle GuidelinesPlacing a Call: Principle Guidelines Organise your Call- Have an Agenda in mind Dial Carefully Let the Phone Ring 6 Times Introduce Yourself Immediately Follow-up with the Purpose of the Call Conclude Calls promptly
Receiving Tele- Calls Receiving Tele- Calls
Receiving Tele-Calls: Principles to Follow Receiving Tele-Calls: Principles to Follow Answer Promptly with Appropriate Greetings Introduce Yourself Focus on the Caller Be Prepared to Talk Don’t Let the Telephone Interrupt You (Avoid a Call when already Busy)
General Guidelines… You lose VISUAL CUES, so be Clear, Careful, Moderate Speech Keep the talk Positive and Cheerful Use Technology Effectively, but don’t Assume similar technology & Skills from the Other side Continuous Feedback during call Maintain 10 feet distance, if possible in confidential talks 1
General Guidelines… If you placed the call-Take Responsibility to End it. Listen for Signals for the Close of the Call Don’t Interrupt/Talk Over the other person after you have fulfilled your purpose. Repeat Important Numbers, Addresses, Facts & Names. Avoid Overdue Politeness 2
Taking Calls for Others Placing the Call on HOLD
Parveen Kumar pkumar12@amity.edu D-206

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Telephony Skills

  • 1. Telephony Skills How to MAKE a Call & How to ANSWER a Call How to MAKE a Call & How to ANSWER a Call
  • 2. Remember… Use it only When Appropriate Immediacy and Intimacy Already Preferred To take Appointment For Personal Contact Exchange of Ideas or Questions
  • 3. • Who is on the Call • From/To Where the call is • WHEN- Timings of the call • Why the call is made • WHAT is the Content of the Call These are 5 WWs as Basic Suggestions for a Telephone Call Give a Thought to…
  • 5. Placing a Call: Principle GuidelinesPlacing a Call: Principle Guidelines Organise your Call- Have an Agenda in mind Dial Carefully Let the Phone Ring 6 Times Introduce Yourself Immediately Follow-up with the Purpose of the Call Conclude Calls promptly
  • 7. Receiving Tele-Calls: Principles to Follow Receiving Tele-Calls: Principles to Follow Answer Promptly with Appropriate Greetings Introduce Yourself Focus on the Caller Be Prepared to Talk Don’t Let the Telephone Interrupt You (Avoid a Call when already Busy)
  • 8. General Guidelines… You lose VISUAL CUES, so be Clear, Careful, Moderate Speech Keep the talk Positive and Cheerful Use Technology Effectively, but don’t Assume similar technology & Skills from the Other side Continuous Feedback during call Maintain 10 feet distance, if possible in confidential talks 1
  • 9. General Guidelines… If you placed the call-Take Responsibility to End it. Listen for Signals for the Close of the Call Don’t Interrupt/Talk Over the other person after you have fulfilled your purpose. Repeat Important Numbers, Addresses, Facts & Names. Avoid Overdue Politeness 2
  • 10. Taking Calls for Others Placing the Call on HOLD