Telephony Skills

How to MAKE a Call & How to ANSWER a CallHow to MAKE a Call & How to ANSWER a Call

Remember…

Use it only When AppropriateImmediacy and IntimacyAlready PreferredTo take AppointmentFor Personal ContactExchange 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 are5 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 mindDial CarefullyLet the Phone Ring 6 TimesIntroduce Yourself Immediately Follow-up with the Purpose of the CallConclude Calls promptly

Receiving Tele-CallsReceiving Tele-Calls

Receiving Tele-Calls: Principles to FollowReceiving Tele-Calls: Principles to FollowAnswer Promptly with Appropriate GreetingsIntroduce YourselfFocus on the CallerBe Prepared to TalkDon’t Let the Telephone Interrupt You (Avoid a Call when already Busy)

General Guidelines…You lose VISUAL CUES, so be Clear, Careful, Moderate SpeechKeep the talk Positive and CheerfulUse Technology Effectively, but don’t Assume similar technology & Skills from

the Other sideContinuous Feedback during callMaintain 10 feet distance, if possible in confidential talks

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General Guidelines…

If you placed the call-Take Responsibility to End it.Listen for Signals for the Close of the CallDon’t Interrupt/Talk Over the other person after you have fulfilled your purpose.Repeat Important Numbers, Addresses, Facts & Names.Avoid Overdue Politeness

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Taking Calls for Others

Placing the Call on HOLD

Parveen Kumarpkumar12@amity.edu

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