Phone, voice mail & phone conferencing Chapter 6

Chapter Overview: Cell phones Answering your business phone Conference calls Web meetings Videoconferencing Answering your business phone Taking a phone call Managing your own voice mail Leaving a voice mail message When you reach a person, not voice mail

Phone Etiquette List as many examples of phone etiquette as you can think of Using it correctly When with someone else When answering your phone

Answering Your Business Phone “This is Jackie Williams.” (not) “This is Jackie Williams speaking” Don’t just say “Hello” Consider identifying your department first: “Trading desk, Jackie Williams.” Some firms will require the firm name to be used as well: “Good morning! Safeco Auto Claims Department, this is Jackie Williams.”

Taking a Phone Call Consider letting all calls go to voice mail when you are working on a project. Let callers know up front if you are busy or engaged in conversation: “Oh, good morning Duncan. I should let you know, I’m in the middle of a meeting here—is there something I can help you with quickly?” Signal the end of phone calls with short sentences that recap the conversation. Restate the purpose and conclusion of the phone call.

Phone Call Role Playing Grab a partner and create a phone call conversation. You two are coworkers and one forgot a date of an upcoming meeting. They are dragging the conversation on but you want to get off the phone. When done writing down the conversation, role play it.

Phone Call Role Play Decide who will be person A and who will be person B You will then receive your appropriate scenario Role play your situation

Voice mail Digitally records messages Allows “random access” Don’t have to listen to messages in the order they were recorded Can skip, delete, save, & forward messages Effectively allows you to time shift Take calls only when convenient for you Allows you to place shift Can check messages while you are away from your desk

Voice Mail What is an appropriate voice mail greeting?

Managing Your Own Voice Mail Record a simple, short message There’s no need to apologize for being away from your phone. Know the accepted standard for replying to messages In most firms, the expectation is that messages will be returned within one day. Learn the features of your phone messaging system Delete, forward, and delegate Consider an “alternate greeting” for times when you are away from the office Daily greetings can be burdensome to maintain

Voice-mail greeting Should sound cheerful Make sure it fully identifies you “You’ve reached ____ _____ at _____. Please leave me a message at the beep.”

Your Voice Mail Listen to your voice mail greeting Is it appropriate? Write down an appropriate voice mail greeting for yourself

Leaving Voice-Mail Messages Plan the message you will leave before you commence the call Brevity –concise, exact use of words Clarity Action step Warn when your callback number is coming Break your number up into sections separated by pauses Watch out for numbers (“five” and “nine”, “zero” rather than “oh”)

Practice Leaving a Voice Mail Message Create 3 scenarios with a partner in which you need to leave a voice mail in a business situation. What do you need to let them know? When finished with all three, hand your paper to the teacher. You will then be given 3 different scenarios. Write down an appropriate voice mail message that you would leave for each scenario. Discuss voice mail message as class.

When You Reach a Person, Not Voice Mail Don’t begin your call with an apology Make a clear introduction, including your full name and the context by which the person knows you Clearly state what you need Practice making good closings Summary, thanks, and “Good-bye”

Cell Phones Be sensitive to different norms at different firms: No cell phones (medical professionals, attorneys in court) Cell phones only for personal use Cell phones frequently used within the work group Cell phones used by everyone with no “desk phone” Warn if an incoming call may interrupt a conversation Know when your ringer should be turned off Cell phone away, out of sight and turned off during job interviews

Answering your cell phone Most cell phones come with caller ID Can recognize who is calling Most cell phone users answer with just “Hello” Acceptable for informal social use Give full greeting in business situations

Conference Calls -2 types Allows many participants to join in the same conversation One type is like listening to a private radio broadcast Others are interactive: Someone needs to be a “moderator” Manage an agenda and time-keeping Encourage people who haven’t been heard from Participants usually begin by announcing who they are: “This is Jim in Topeka . . .” Beware of rustling paper and other noises https://www.youtube.com/watch?v=e7yIBIh20OE

Web Meetings Useful for sales and training Participants can see the host/trainer’s desktop and talk by phone at the same time. Make sure you are prepared and have blocked distractions Have paper and pen ready to take notes Relatively cheap for firms to operate

Videoconferencing Best when the participants have a previous history of working face-to-face Make sure you are well-prepared Ask for training on your firm’s particular system Have an agenda and don’t meet too long without breaks https://www.youtube.com/watch?v=HPRBUIPQBWs

Conference Call, Web Meeting, Videoconferencing Brochure Working individually or with a partner, create a brochure/handout that compares and contrasts a conference call, web meeting, and videoconferencing. Describe each Give at least two advantages of using each Give at least two disadvantages of each Give at least 3 tips when using each/being a part of each Include color and pictures. 20 points. Due Monday