Reading

Your reading skills will be valuable to you at work. Reading is the process of
translating printed information into useful mental impressions.
An adequate reading skill means that you:
a. read naturally
b. read with understanding and reasonable speed
c. read with few pauses because of unfamiliar words
Writing
Good writing can make you more productive and increase your opportunities for
advancement.
Qualities of business writing are:
a. completeness
b. clearness
c. correctness
d. conciseness
e. courteousness
f. consideration
g. action
h. organization
Reception Techniques
Public relation is the technique of developing and keeping goodwill for the company
and its employees with public and people with whom the company deals.

Rules in meeting people

1. Be friendly
2. Be attentive
3. Ask necessary questions
4. Attend to your visitor at once
Telephone Technology
The telephone industry is making incredible strides in developing advanced
technology, and the telephone plays an increasing role in our lives in the future. The demand
for people who are skilled and professional in their use of the phone will also increase.
Voice Tone Says it All
When people cannot see you, your tone of voice becomes immensely important. Put
a smile in your voice. The warmth communicates friendliness and personal caring. You can
accomplish what you want faster when you add energy to your warm tone over the
telephone. Your tone attracts people’s interest.

Rules for answering telephone call

1. Answer promptly.
2. Speak slowly and clearly.
3. Always have a message slip and pen ready to take messages.
4. Unattended telephones must be answered by someone nearest to it.
5. When the caller dialed the wrong number, do not be rude.
6. Checking on some information. Tell the caller what you are going to do and suggest to the
caller that you will call back when you get some information.
7. Address the caller by professional name. Use “ doctor, attorney, professor or last name if
possible.
8. Phrases to use: Yes, I understand, certainly, please, you’re welcome, may, thank you,
goodbye
9. Expression to avoid: Sweetheart, ya, sige na dear, babayu.
10. When you leave your desk, inform someone where you are going and when you are
expected back.
11. When you ask someone to place a call for you, be sure you are available to receive that
call. It is impolite to make the other party wait.
12. Take and place your own calls. Do not ask people to answer your telephone or dial a call
for you.
13.Make your conversation as brief as possible.
14. If the person needed is on another line, say, “ I am sorry he is on another line, would you
like him to call you back? End with the usual , “ May I have your name and number please?”.
Put a clock on personal calls. Avoid personal calls, except in emergencies.

Placing a call
1. Be prepared with the correct telephone number of a person you are calling.
2. Have a pen and paper in your hand.
3. Make sure you have the why, what, when, who, where & how.
4. Focus on the purpose of the call.
5. List the points you want to discuss.

Six Essential Steps to Taking Messages

1. Get the full name.
2. Ask for the name of the organization.
3. Get the full telephone number, including the area code if it is long distance.
4. If the caller does not volunteer any specific message, it will save time on the call back if
you ask.
5. Say, thank you and tell the caller that you will give the person the message.
6. Note the time and date the message was taken, and add your initials in case there are
questions.

Learning To Listen
1.When the customer starts talking, you stop.
2. Never interrupt the customer.
3. Take notes.
4. Listen for overtones.
5. Limit your own talking.

Cellphone Etiquette
1. Keep incoming calls as short as possible.
2. Leave the room to answer an incoming call not to distract the ongoing conversation.
3. Excuse yourself with emphasis before taking the call.
4. Speak softly if you use your phone in public transportation.
5. Put your phone in vibrate mode during meetings, meals, theaters and churches.
6. Don’t attempt to answer your phone during meetings, meals, theaters and churches if you
forgot to turn it off.
7. If the connection is bad, tell the caller that you will call back.
Dont’s
1. Never take a personal mobile call during a business meeting.
2. Maintain at least a 10-foot zone from anyone while talking.
3. Never talk in elevators, libraries, museums, restaurants, theaters, waiting rooms,
auditoriums, emergency rooms or buses.
4. Don’t have emotional conversations in public places.
5. Don’t use loud and annoying ring tones.
6. Never” multi-task by making calls while shopping, banking, etc.

Do’s
1. Keep all cellular congress brief and to the point.
2. Use an earpiece in high-traffic or noisy locations.
3. Tell callers when you’re on a cellphone and where you are.
4. Demand quiet zones and phone free areas.
E-Mail Users
E-mail is the best way to communicate if the message you are to deliver is not time sensitive.
Avoid typing your message in bold or capital letters.

Fax Users
There are two things to remember when we communicate by FAX machine: first do not run
out of paper, if we are to send several pages to another party, ask permission and explain
why you need to send all the pages.

Voice mail, Answering machines

Leave a recorded message, with a telephone number where you can be reached if message
is urgent. Have a cheerful tone when you record a message.