Professional Documents
Culture Documents
LU 7 - Telephone
LU 7 - Telephone
4
Receiving calls – answering protocols
•https://www.youtube.com/watch?v=x7-W8t94BiQ
•https://www.youtube.com/watch?v=Nw-KJMQDYQ4
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
Courtesy
• excellence of manners or social conduct
• polite behaviour
• a respectful or considerate act or expression
• Please listen carefully
• Essential Telephone Skills
• https://www.youtube.com/watch?v=E5_JmqsK8_c
Taking messages
• Take note
• Ask questions
• make sure message is passed on to the correct department/person
• https://www.youtube.com/watch?v=x7-W8t94BiQ
When A PHONE RING
• https://www.youtube.com/watch?v=Nq65EmDpBA0
Tone
• Research indicates that the following voice characteristics, (para-
language), are commonly associated with the following feelings/
meanings:
HELLO
• https://www.youtube.com/watch?v=wTAJSuhgZxA
• MAKING A RESTAURANT RESERVATION
• https://www.youtube.com/watch?v=X6g00nPOfks