Communicating by Telephone Chapter 5 The Communication Process

The Process of Communication What is communication? Communication is the process of exchanging ideas and messages both verbally and/or nonverbally. Communication consists of four major parts. Listening – __________________ Reading Speaking _______________

The Process of Communication When you communicate via the phone, you have ________________to guide you. Your ___________skills are your guide.

The Process of Communication When you _______________________, your voice must do the job. A ___________voice that is easy to listen to communicates a positive image and message. 100% Communication: 7% _______ ______ Body Language 55% ________

Four Steps to the Communication Process Four Steps: Speaking, Reading, Writing, Listening Step #1: Speaking Appropriate _______________ Comfortable Rate Correct Pronunciation and Enunciation Pronunciation is the _______________way to say a word. Enunciation is the ______________with which you speak. Positive _______________ ______________(Inflection)

Four Steps to the Communication Process Four Steps: Speaking, Reading, Writing, Listening Steps #2 and #3: Reading and Writing Be prepared to ____________ messages and other information Write messages ___________in a style so they can be read quickly and responded to appropriately

Four Steps to the Communication Process Four Steps: Speaking, Reading, Writing, Listening Step #4: Listening The most important part of communication Must be an _____________ listener Be ready to ______________ Focus your thoughts on the conversation when you pick up the call

Listening Roadblocks One way to become an active listener is to avoid listening roadblocks. _____________ Distractions: Impossible to _______ Some activity and sounds will be ________ or unusual Other sounds will blend into the background What do you do when noises are distracting you from talking on the phone in a courteous and professional manner?

Concentration What are some things you can do to improve concentration while on the phone?

Communicating by Telephone Chapter 5 Three Stages of a Phone Call

Answer Promptly The Introduction: Answer Promptly Answer by the __________ Keep mouthpiece no more than ______ away from your mouth Speak in a normal, ______, conversational tone

Three Stages of a Phone Call Introduction __________ Closing Every phone call should be courteous and ________________.

Stage 1: The Introduction 3 Stages: Introduction, Purpose, Closing Identify Yourself and the Other Party Establish the Convenience of the Call

Identify Yourself Answering a Call The Introduction: Identify Yourself When you answer your own phone, say: “Taylor Scott speaking.” When you answer a department phone, say: “Delta Manufacturing, Customer Service; this is Taylor Scott.” When you answer for a firm, say: “Good morning, Commissioner’s office. This is Taylor Scott speaking.” When you answer another person’s phone, say: “Dr. Brown’s office; this is Taylor Scott.”

Identify Yourself Making a Call When you make a call and the other party answers the phone with a greeting and an identification, immediately identify yourself and your employer, if appropriate. Caller: “Hello, this is Bob Smith from ABC Chamber of Commerce.” Recipient: “Hello, Mr. Smith, This is Sophie Davis.”

Establish the Convenience of the Call The Introduction: Establish the convenience of the call Do they have _______to talk to you? Especially important for ______________ or international calls

Establish the Convenience of the Call Examples: “Is this a convenient time for us to speak?” “May I have a few moments of your time?”

In Class Practice: Courteous and Professional Communication Caller (Mr. Jones): “Is Samantha there? Caller (Clara Stern, Human Resources): “Hello, Mr. Davis. This is Clara Stern from Human Resources.” Receiver (Alison Stone, Customer Service): “Customer Service.” Receiver (Don Davis): “Who is this? I can’t hear you.

3 Stages: Introduction, Purpose, Closing Stage 2: The Purpose 3 Stages: Introduction, Purpose, Closing One person _______something from the other Communicate your needs _________and be sure you understand the other person’s needs by Expressing your needs Asking __________

Expressing Your Needs Expressing your needs Usually the person placing the call is the one who wants _____________. That person should state the problem or request clearly and politely, and then give the other party a chance to ______________.

Expressing Your Needs EXAMPLES: “We are having a problem with our computer and would like to have it serviced as soon as possible.” “I would like to set an appointment to speak with Mr. Jones concerning the textbook account.” “Please tell me the colors and sizes these shirts come in. I have misplaced my catalog.”

Expressing Your Needs Express what you want in a ______, courteous manner. Do NOT be rude or submissive. RUDE: “This stupid copier is broken again.” SUBMISSIVE: “I’m sorry to bother you, but I think we’ve done something wrong with the copier; it’s not working right.”

Asking Questions Asking Questions Usually the person placing the call is the one who wants something. That person should state the problem or request clearly and politely, and then give the other party a chance to respond.

In Class Practice: Expressing Your Needs You want to order three boxes of green computer paper. The boxes MUST be delivered by Friday. You need to see Cory Stevens for approximately one hour within the next two days. You ordered eight boxes of staples but received eight boxes of paper clips. Because of an emergency, you are calling to reschedule an appointment.

Understand the ________to be taken _________the call – say “good-bye” Stage 3: The Closing 3 Stages: Introduction, Purpose, Closing Understand the ________to be taken _________the call – say “good-bye”

Understand the Action to be Taken 3 Stages: Introduction, Purpose, Closing Understand the action to be taken Examples: “I’ll see that Mr. Garrett gets your message as soon as he returns.” “Your order will be processed and you should receive the merchandise within ten business days.” “I will check the status of your claim and get back to you within a day.”

Close the Call – Say Good-Bye 3 Stages: Introduction, Purpose, Closing Close the call – say good-bye Examples: “I appreciate your calling, Mr. Chin.” “It was nice to speak with you, Jim. Thanks for calling and updating me on the status of the revision.”

Close the Call – Say Good-Bye 3 Stages: Introduction, Purpose, Closing Close the call – say good-bye Always end the call by saying “good-by.” Avoid sayings such as “talk to you later,” or “bye, bye,” or ____________. Let the other person ____________up first. Gently place the phone in the cradle – don’t __________it down.