Introduction

• Telephonic conversation
Telephone + Conversation
Tele + phone =
Ancient Greek τῆλε (têle, “afar”) + φωνή (phōnḗ, “voice, sound”)

A conversation over the telephone.

A conversation can be,
Dictating: Telling what to do.
Debate: Arguing with zero sum.
Discussion: Open conversation.
Deliberation: Joint decision-making.
Dialog: Exploring one another.
Communication:
• The imparting or exchanging of information by speaking, writing, or using
some other medium.

Communication skills required for

better telephonic conversations:
• Communicative skills are very important. Communicating
properly on the phone is especially important, as the person
you are speaking to cannot see your facial movement or your
body language. They rely completely on what you are saying,
and how you are speaking, to understand you fully.
Cntd.

• As well as speaking clearly when talking on the phone, it is

vital to use the right level of formality. If you are too formal,
people might find it difficult to feel comfortable when talking
to you. If you are too informal, they might think you are being
rude!

• When you are calling in a business context (making calls

related to employment, finances, law, health or applications
of any sort), you should show politeness by using words like.
Could
Would
Can
May
• When making a request. When you ask for something, or
receive help or information, you should use:
please
thank you
thank you very much.
• It is also okay to use some of the informal features of the
English language such as short forms, phrasal verbs and
words like okay and bye – in other words, everyday
English! So phrases like:
• ‘I’m off to a conference, okay, bye’,
• ‘Hang on a moment, I’ll put you through’
are perfectly acceptable, as long as the overall tone
of your voice is polite and friendly.
• If it is more of an informal phone conversation (speaking
to a friend, family member, close work colleague or even
a friend of a friend), then a high level of formality is
usually not required, but you should still speak with a
polite manner, as it is seen as respectful.
• It’s fine to use less formal phrases in these conversations,
such as
• ‘thanks’
• ‘cheers’
• ‘bye’
• ‘okay’
• ‘no problem’
• Another useful thing to remember is, it’s better to ask for help or
clarification when you’re having a telephone conversation, than to
pretend you understand something that you didn’t. It is absolutely
fine to use phrases like:
• ‘Could you repeat that please?’
• ‘Could you speak a little more slowly please?’
• ‘Would you mind spelling that for me please?’

• Using phrases like these will help you to have a more

successful phone call, and may save you from any
problems later on. You could always say:
• ‘I’m afraid the line is quite bad’,
• if you can’t hear very well.
DOs
• "Do" Speak Clearly
• Make sure that all your words are clear when you speak
to the caller. Enunciate your words while slightly smiling.
Speak slowly; the person on the other end of the phone
conversation needs to understand you.
• "Do" Greet Caller Appropriately
• When you answer the phone, greet the caller according
to the time of day (e.g., "good morning," "good
afternoon," "good evening"). Thank the caller for calling
in your initial greeting -- this invites the caller to feel
comfortable voicing a complaint or asking a question.
DOs
• "Do" Listen to the Caller's Request
• Listen carefully to the caller's request. Ask the customer
applicable questions to determine how you can help.
Don't interrupt when the caller is speaking.

• "Do" Ask to Place the Caller on Hold

• Before you place a caller on hold, ask permission first.
Once you've pressed the hold button, quickly work to
address the customer's problem as quickly as possible.
DON’Ts
• "Don't" Talk with Your Mouth Full
• Don't pick up the phone with your mouth full. This
makes it difficult for the caller to understand you -- and
is frustrating-- especially if the call is urgent. Answering
the phone at work while eating gives an unprofessional
impression.
• "Don't" Speak too Loudly or Softly
• Answer the phone in the volume that you normally
speak. Speaking softly will make it challenging for the
caller to understand what you're saying. Talking softly
may confuse the caller, unsure that he has dialed the
right number. Answering the phone too loudly sounds
harsh and abrasive, which is an unappealing to the caller.
DON’Ts
• "Don't" Leave the Caller on Hold
• If you have to place the caller on hold,
don't leave the person calling on hold
for a long period of time. Check back
every few seconds to keep the caller
informed on your progress.
• "Don't" use Slang Words
• Using slang or shortened words during
phone conversation is inappropriate and
unprofessional. For instance, if you have
to check on something for the customer,
say "just a moment," not "hold on a sec".
• 'Don't' Answer the Phone Casually
• At home, answer the phone with "(family
last name) residence"; greet the caller
according to the time of day. Instead of
simply saying "hello" when answering a
business phone, state the name of the
business or state the company's slogan
immediately.