Telephone Skills

TELEPHONE SKILLS

Winning Telephone Techniques

TELEPHONE SKILLS

Your voice is your personality over the telephone

Phone Contacts

Communicating effectively on the telephone is a unique skill

Inflection

86% of the message is from your tone of voice

14% is grasped by the actual words

Tone of

Voice

Words

Evaluate your telephone voice

Your voice makes an immediate impression that can portray you as:

friendly or distant

confident or timid

spontaneous or mechanical

relaxed or nervous


Always smile when you speak to someone on the

phone - unless it is inappropriate

This might sound odd - but practice and listen to the difference in the tone of your voice if you are smiling.


Pitch your voice lower

Phones are like tape recorders –they make your voice sound higher pitched

Speak slightly slower than normal and pronounce your words clearly.


Be well prepared Practice by phoning someone you know –

who will give you honest feedback.

If necessary have a pre-arranged script.

Don’t waffle.


Listen

Carefully to what the other person is saying

Without interrupting


Take Notes

To ask questions after the other person has finished speaking


Location

Make sure you are somewhere quiet and where you will not be interrupted.


Don’t eat. Don’t smoke

you can hear it on the phone.

If you need a drink then let the other person know that –otherwise they will be surprised by suddenly hearing gulping noises!


Now that you have thought about how you present yourself over

the telephone, see how you can apply your new skills to job

searching…….

Different methods of telephone at job

There are three different methods of searching for a job using the telephone:

•Cold calling

•Job application

•Telephone interview

Cold calling

Getting through to the right person is sometimes difficult.

Remember to:• Always introduce yourself

• Be courteous and business like with everyone

• Be confident as if you have no doubt your call will reach its goal

Cold calling

Receptionists generally want to know who you are, what and who you want.

If you do not know the name of the person you want – ask for the appropriate manager

Try to get the persons name before you are transferred If your contact is not available ask when is a good time to call

back When you get through –ask if this is a good time to call/talk

(never say bad time as this can encourage a negative response)

Job application

Calling immediately in response to an advertised job is almost always a mistake

It is sensible to allow yourself some time to think through the process and decide exactly what you want to say

It is quite acceptable to make some notes before callingcontinued….

Job application

It is a good idea to make a list of the key points that you want to get across:

Make sure you know who you want to talk to

Have the name and reference of the job ready

If you are offered the option of calling for an informal chat then do so – (some companies use this initial contact as a way of evaluating potential employees)

Have questions prepared which are relevant to the advertised vacancy

continued….

Job application

Take time filling in the application form

Ask other people’s opinions before sending in the form

Keep a copy of the application form and take it with you to the interview

ask if you can refer to notes during the interview process

Telephone interview

Study the job description and person specification

This enables you to identify the company’s particular needs and helps demonstrate that you possess

the skills required to meet them

Telephone interview

Research the company

Products services, history and culture. Make a special effort to identify any areas where your skills

and experience may be of particular value

Telephone interview

Practice first

• Compile a list of probable questions and ask a friend to try them out on you over the phone

• Prepare answers carefully using key words from the job description and person specification

• Do not write out the answers in full as this will make you sound wooden and too scripted

Telephone interview

Match your accomplishments

Prepare a list matching the company’s stated requirements

Keep this list in front of you

Refer to it at every relevant opportunity

Telephone interview

Be prepared to give examples

Employers look for examples of successful use of:

•communication skills

•analytical skills

• teamwork

•drive and initiative

Telephone interview

Quantify your accomplishments

Interviewers are keen to hear about relevant challenges or problems you faced in the workplace

The specific actions you took and the measurable results achieved e.g increased sales by 35%

Telephone interview

Remember

To select a quiet place for the interview

To stand – this can make you sound more confident and helps project a positive and professional interview

To match your speaking rate and pitch to that of the interviewer to establish rapport

To make an effort to smile (in the right places!) to create a friendly and enthusiastic impression

Telephone interview

Impressions

Convey the impression that you are genuinely interested in the company and eager to make a contribution

Refer to appropriate information you discoveredabout the company during the course of your research

Respond appropriately to verbal or tonal clues.

If you don’t understand a question –say so and ask for clarification

Telephone interview

Answers

Provide well-developed, balanced and analytical answers

Avoid yes and no replies

Have an explanation for leaving your current or previous job – do not criticise your previous employer or colleagues.

Telephone interview

Questions

Prepare a few thoughtful questions to ask the interviewer when given the opportunity

Telephone interview

Finishing the call

At the end of the interview:

emphasise your interest in the job

emphasise your interest in the company

reiterate your qualifications

stress that you would welcome a face to face interview

Telephone interview

After the interview

Write a short thank you letter

TELEPHONE SKILLS

Thank you

Telephone Skills

Business

Transcript of Telephone Skills