Telephone

communication –
representing the
company
 Housekeeping

› mobile phones
› break times
› toilets
› emergencies

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 Workshop overview

At this workshop the following will be addressed:

› answering incoming calls

› making outgoing calls
› using voice and paralanguage to make a good impression
› handling difficult callers
› managing stress associated with using the phone

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 Workshop expectations

What do you know about the topic?

What do you need to know?

What outcomes do you expect from this workshop?

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 Topic 1

Creating an outstanding image

How will you create the correct image?

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 The telephone – a communication tool

‘To effectively communicate, we must realise that we are all

different in the way we perceive the world and use this
understanding as a guide to our communication with others.’

(Anthony Robbins)

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 Providing service

Answering the phone is a customer service role.

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 Activity

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 Topic 2

Protocols
For many clients or customers the first, or even the only, contact they
have with an organisation occurs over the telephone.

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 Receiving calls – answering protocols

Organisational protocols

‘Yep, Yep, whaddaya want?’

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 Verbal, vocal communication

Body language and facial expression cannot be seen during normal

phone conversations.

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 Diction

› spoken clarity
› the clarity with which somebody pronounces words when
speaking
› choice of words to fit their context
› a way of speaking, assessed in terms of prevailing pronunciation
and elocution standards

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 Courtesy

› excellence of manners or social conduct

› polite behaviour
› a respectful or considerate act or expression

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 Listening skills

Please listen carefully

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 Questioning

Listen actively, question effectively.

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 Transferring and escalating calls

I will transfer your call now.

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 Activity

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 Topic 3

Challenging calls
Not all customers are easy to deal with.

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 Handling challenging customers can be a difficult undertaking.

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 Complaints

Complaints are an organisation's lifeline.

Properly handled complaints will result in happy, supportive

customers/ clients.

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 Assertive responses

Not all complaints will be resolvable and not all customer/ client
expectations are reasonable.

Assertive – not aggressive or defensive – responses will lead to

effective results.

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 Taking messages

Thankyou, I will make sure your message is passed on to the

correct department.

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 Activity

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 Topic 4

Outbound calls

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 Speak clearly – be prepared

Erm, can I speak to… erm… - oh, what’s his name…….?

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 Tone

Research indicates that the following voice characteristics, (para-language), are

commonly associated with the following feelings/ meanings:

Para-language Probable feeling/ meaning

Monotonal speech
Slow speed, low pitch
High voice, emphatic speech
Ascending tone
Abrupt speech, loud tone
Terse speech, loud tone
High pitch, drawn out speech
Boredom/ disinterest
Depression, thoughtfulness
Enthusiasm, excitement
Astonishment, fear
Defensiveness, stress
Anger, fear
Disbelief

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 Make messages short and clear

‘Many attempts to communicate are nullified by saying too much.’

(Robert Greenleaf)

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 Activity

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 Topic 5

Handling pressure

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 Strategies for managing work

Don’t let the pressure get to you. There are many things you can do
to make your job easier and your time more productive.

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 Make better use of your time

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 Organise your work space

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 Stress

‘You wake up screaming and realise you have not fallen asleep yet.’

(Unknown)

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 Activity

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 Summary

Before leaving today please share:

›1 thing you learned
›1 new practice you will undertake at work
›1 activity you enjoyed

Thankyou for your attendance and participation.

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