This document discusses various office communication procedures and collaboration tools, including telephone equipment, call management skills, voicemail, and email. It provides guidance on handling incoming and outgoing calls professionally, such as answering promptly, identifying yourself, transferring calls carefully, and following up. Voice mail messages should be kept short, current, and leave the important details. Workplace collaboration tools allow for group communication and file sharing, with email being the most popular.
This document discusses various office communication procedures and collaboration tools, including telephone equipment, call management skills, voicemail, and email. It provides guidance on handling incoming and outgoing calls professionally, such as answering promptly, identifying yourself, transferring calls carefully, and following up. Voice mail messages should be kept short, current, and leave the important details. Workplace collaboration tools allow for group communication and file sharing, with email being the most popular.
This document discusses various office communication procedures and collaboration tools, including telephone equipment, call management skills, voicemail, and email. It provides guidance on handling incoming and outgoing calls professionally, such as answering promptly, identifying yourself, transferring calls carefully, and following up. Voice mail messages should be kept short, current, and leave the important details. Workplace collaboration tools allow for group communication and file sharing, with email being the most popular.
7 of 14 Letter writing for e-Portfolio (p. 116) • On page 116, read over Project 6-6
• Write a letter of congratulations to Shanti
• You can choose to use any letterhead or none at
all
Send your document to
mariakasuncion@gmail.com or drag it to your Google Drive folder. Chapter 8: Collaboration Tools • In Chapter 4, we discussed the changes in telecommunications technologies, and how telephone landlines have changed into voice messages through the Internet • In the past, telephones used POTS (plain old telephone service) to carry analogue signals through standard line technology Today’s telephone (p. 132-133) • Today’s broadband and fibre-optic technology offers options that have never been available in the past • Voice over Internet protocol (VoIP) or IP telephony: routes phone calls over a private IP network or the internet • VoIP has become the focal point (focus) of the commingling (mixing) of voice and data • With IP, Internet service providers can also provide telephone service Advantages of IP telephony • The primary advantage of IP telephony for business is reduced cost • Sending and receiving voice messages over the Internet or a private network eliminate long- distance phone charges • PC-to-PC calls can be completed from almost any place in the world at no charge • Businesses can also reduces service and maintenance costs by only paying one network, which is their Internet More advantages • Users are not tied to one area code and may even be given a choice of area codes by their service provider (e.g., 416, 647, 905, etc.) • When moving to new office space or a new city, phone service no longer needs to be transferred • Voicemail can be routed to a computer’s electronic mailbox • Phone numbers kept in a user’s contact management software can be dialed from a computer Home office availability • IP telephony is also available at your home office in 2 ways: • A standard telephone can be plugged into an adapter that is plugged into your network router • Or freeware (free software) such as Skype can be used with a headset connected to your computer Disadvantages of IP telephony • IP telephony doesn’t always have good voice quality, but it is improving • IP telephony requires high-speed Internet connection, with good connection reliability Telephone equipment at work • Telephone equipment at work include:
• Standard phone sets
• Cordless sets
• Conference call speakers
• Headsets for use for VoIP use
Telephone equipment at work • Common features on business phone sets include: • The ability to answer multiple phone lines
• Built-in speakerphones
• Caller identification displays
• Programmable buttons for setting up call
management features Intercom • An intercom is a very useful feature • Intercom: provides a connection for communication between 2 or more people similar to a telephone conference • Page 134, Figure 8-2 Call management skills (p. 133-136) • Look over Self-Check B (p. 134) • Proper telephone behaviours: • Keep a smile in your voice – treat the person on the other end of the line as you would a person standing in front of you, so let the person know you are interested, and maintain a caring attitude • Smiling while on the phone also makes you sound polite and alert, instead of rude and monotone Call management skills (p. 133-136) • Be attentive – listen carefully to what the other person says, so during the conversation, try not to make noises by typing on your keyboard or phone • Listen for facts and feelings, and be patient • Search for hidden and subtle meanings • Respond appropriately to what they say, such as • “I will see what I can do” • “I will get the document faxed to you immediately” Call management skills (p. 133-136) • Be discreet – carefully explain why a coworker cannot answer the phone, but don’t say too much • For example: Mr. Albertson is away from the office now. I expect him back in approximately an hour. May I have him call you when he returns? Mr. Albertson is gone for the day because he’s playing golf. Mr. Albertson is away because he’s at court. • Use correct English and avoid slang (p. 135, Figure 8-3) • Take messages completely and accurately
• When taking messages, most people at work
write on paper notepads, but these could get easily lost or misplaced • There are 2 other options to ensure that there are backups to messages: carbon copy sheets and computer-based systems Call management skills (p. 133-136) • Carbon copy (or self-duplicating sheets) are used to copy every message written on it • An example of a computer-based system is PHONEslips on Outlook • p. 135, Figure 8-4 • Use the caller’s name – it’s flattering and personal
• e.g., “Yes, Mr. Valentine, I will be happy to get the
information” and “It was nice to talk with you, Ms. Keiba”
• Ask questions tactfully – be careful and only ask
necessary questions • e.g., “May I tell Mr. Albertson who is calling?” and “When Mr. Albertson returns, may I tell him who called? • Avoid asking: “Who’s calling?” It may offend people with its bluntness • Speak distinctly and clearly • Speak without anything in your mouth (gum, candy, etc.) • Speak in a normal voice at a moderate rate (not too fast, not too slow) • Using a Bluetooth wireless headset helps your mobility • Handle problem calls • When dealing with angry callers, sometimes listening to them patiently helps defuse their anger Incoming calls (p. 137-138) • Answer promptly • Identify yourself and your organization • Transfer calls carefully • Callers dislike being told their call will be transferred but then they are disconnected due to incorrect transferring procedures • Make sure you inform the caller that they will be transferred • e.g., “Mr. Albertson is out, but Mr. Figimara can give you information. May I transfer you to him?” Incoming calls (p. 137-138) • Place calls on hold • You may need to check with someone else of access your files to get more information, or you might be holding the call for a coworker • If you must place the caller on hold, make sure to ask for the caller’s permission • e.g., “I need to pull the information from my files. Would you like to hold for a moment while I get it, or should I call you back?” • e.g., “Mr. Albertson is on another call, would you like to hold?” Incoming calls (p. 137-138) • Handle multiple calls • When taking a second call and putting the first call on hold, make sure you inform the multiple callers on the situation • Tell the first caller: “Please wait for a moment. I must answer another line.” And inform the second caller: “Please hold for a moment.” • Make sure to always thank the caller for waiting Incoming calls (p. 137-138) • Defer cellphone calls • If people in the workplace or any room with you deserve your full attention, it is important to not let your eyes stray, especially on your phone • If your eyes stray to your phone, others will likely notice and may be offended • Show your respect for other when using your phone in a public place or an open work area by keeping your voice low so as not to disturb others around you • Screen calls • Gatekeeping: determining who is calling and why, and then diverting calls that will not be taken, such as sales calls • Leave a message when you leave your desk • When you’re away from your workspace, make sure you leave a professional voice message on your phone • “This is [name]. I’m currently at a meeting right now, and will return around 4PM” and “You’ve reached [name]’s office. Please leave a message, and I will call you as soon as I can.” Incoming calls (p. 137-138) • Lastly, make sure you follow up • If you said to a caller that you’d call back with information, make sure to follow through that action • Following through enhances your reputation for reliability and trustworthiness • When you fail to follow up, the result may be a lost client Outgoing calls (p. 138-139) • Place calls properly • Plan your call • Frequently called numbers • Note the time zone (p. 140, Figure 8-6) Voice mail (p. 139-141) • For making voice mail announcements: • Begin by identifying the company • Provide the most important information or answer the most frequently asked questions, such as hours of operation, website and street address • Keep caller instructions short—aim for about 15 seconds • Keep it current • Your voicemail message should be timely and professional • When callers hear an outdated message, it may frustrate them • Change the voicemail message frequently, especially if your schedule changes • Leaving a message • Keep your message short and straightforward • Include your name and company, your number & the purpose of your call • Speak slowly and distinctly (try enunciating) Workplace collaboration tools (p. 141-144) • Groupware: network, Web-based software and cloud software used for workplace collaboration • Examples: Microsoft SharePoint Services, Novell GroupWise, IBM Notes Google Apps, Jive Software, and EMC Documentum eRoom • Electronic mail (email) is the most popular workplace communication channel and collaboration tool Workplace collaboration tools (p. 141-144) • Groupware: network, Web-based software and cloud software used for workplace collaboration • Examples: Microsoft SharePoint Services, Novell GroupWise, IBM Notes Google Apps, Jive Software, and EMC Documentum eRoom • Electronic mail (email) is the most popular workplace communication channel and collaboration tool Email • Email messages are commonly used and: • Are convenient • Can transfer files • Can be accessed from various devices • Provide a low-cost method of communication • Can be saved as a permanent record of business activity Email • Email software: used to store an electronic address book, and to create, send, receive, retrieve, reply to, and save email messages • Some examples: Novell GroupWise, Microsoft Outlook, Windows Live Mail, Mozilla Thunderbird and Qualcomm Eudora • Web mail: access email through a Web browser; e.g., Gmail, Yahoo! Mail and EarthLink Web Mail Email (p. 142) • Email use policies: • Sending personal emails from workplace computers reduces employee productivity • Forwarding jokes, junk mail and chain letters to others can stress the email system, which can result in decreased productivity • Offensive email content can place a company at risk for charges of workplace harassment Email (p. 142) • Email use policies (continued): • Many business protect themselves from potential harassment lawsuits by using network software tools to monitor their employees’ email and/or have a formal email policy such as the one at Central Washington University (Figure 8-7) • Workplace email policies outline rules concerning these problems • Let’s read p. 143’s Soft Skills “Email Ethics” Other workplace collaboration tools • Instant messaging (as reviewed from Ch. 6) • Shared online workspaces: Microsoft OneDrive, Dropbox & Google Drive (the one we use in class) are good examples • Online discussion groups, wikis and blogs (as studied from Business Communication) • Virtual meetings (will be reviewed in Ch. 13): Adobe Connect, ezTalks Cloud, Zoho Meeting, Skype, ClickMeeting, GoToMeeting, join.me Project 8-7 (p. 147) • Develop your own behaviour guidelines for the ethical use of email. List at least 5. • Review the email ethics section (p. 143) and email use policies (p. 142 and Figure 8-7 [textbook correction]) • Make sure to add a title, and send it to mariakasuncion@gmail.com when completed • Read an example: https://tinyurl.com/mariaproject8-7