1. Communicating by Telephone Chapter 5
The Communication Process

2. 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
_______________

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

4. 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% ________

5. 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)

6. 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

7. 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

8. 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?

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

10. Communicating by Telephone Chapter 5
Three Stages of a Phone Call

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

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

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

14. 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.”

15. 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.”

16. 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

17. 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?”

18. 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.

19. 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 __________

20. 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 ______________.

21. 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.”

22. 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.”

23. 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.

24. 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.

25. 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”

26. 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.”

27. 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.”

28. 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.