Telephone communication skills
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Today, communication skills are highly appreciated, whether in daily activities or in the business. A small aspect of communication that we rarely pay attention to, is the phone communication.
The biggest and most obvious benefit of using the phone in communication helps to meet face-to-face and deliver messages quickly. Save time and cost by contacting first, capturing information by phone call is what the phone gives you. In addition, if we know how to use this medium, we can make a good impression on others, creating satisfaction and emotional attachment in our partners.
It's too easy for us to pick up the phone and call other people. But there are many people who forget the phone communication has common rules and cultures. And others can misjudge you or the content of the call in 1 minute, but never even met or listened to what you said. Therefore, the phone use skill is something that you should not give up. by.
Here are a few basic notes for you to be more confident when making a call:
If you are a caller, you should
- Introduce basic information about yourself or the company you represent. A brief description of the purpose of the call. People tend to be wary and uncomfortable when talking to strangers over the phone. This will reduce the effectiveness of the phone call.
- Interested to call time and time. Except for unstable situations, avoid calling other people before 6 am and after 10 pm. Lunchtime is not a good time for you to start presenting a problem with someone. When talking to others, it is important to find a quiet space. You cannot maintain a call when constantly interrupted by noise and distraction.
- Prepare full content to discuss with customers. Information such as contact numbers, addresses, prices and time should be exchanged accurately and quickly. Don't make customers wait for you to explore those things from the long documents, or call them again to correct them.
- Trying to show a clear and inspiring voice. The words need to be brief, concise and communicating enough content to say. You can imagine yourself standing in front of the listener, and use your expressive ability to express your will. The fact that they are looking at them will make it easier for them to feel emotionally through their own attitudes and behaviors.
If you are a phone listener, you should
Pay attention to the greeting because the very first sentence will create good feelings for the listener. Normally, we can say "This is ... welcome" or "I am .... Hello…"
Warm, caring and sweet expression when listening to the phone. This helps callers feel comfortable and easily communicate with you.
Always pay attention to the caller, know how to ask questions and answer correctly. This can help you get the best information, making it effective for the exchange. Listening and showing off are a minimal politeness in communication. You can skillfully use the factors that stimulate the speaking process of the caller: yes, yes ...
Summary content of the conversation after grasping important information. Ask again when feeling certain information is important or it is necessary to check again. Always record or record if you feel you need it.
Sorry and clever negotiation if you need to end the conversation to resolve another job. Hope the caller waits for the phone, or promises that you will call back as soon as possible, depending on the case. When you feel the call is too long and you want to end it, try to behave in a clever and delicate way.
While making a phone call, remember the following carefully:
- Don't promise to call anyone and forget it.
- Do not mistakenly call the name of the person on the other end. If you do not know, ask frankly.
- Don't think the other party doesn't know you're talking on the phone while eating, smoking, yawning, ...
- Try to finish this and then start another one. You can confuse the content of two phone calls. Moreover, callers will feel disrespectful.
- Don't be rude to ask the other party to call at another time.
- Don't transfer the call through many people.
- Do not keep an attitude of enthusiasm when talking, even if it is not your guest. If they want to meet other people, enthusiastically transfer or ask them a message.
- Don't speak if you're not sure what you say.
- Suddenly hang up without explanation, stupid!
In addition, you need to pay attention to your listening and speaking skills:
The art of listening is not simply a silent listening. Remember, the other side doesn't see your attentive look. They just feel your attention when you speak up, contribute to the discussion, like "yes, I am listening", or simply humble words. Don't be absolutely silent, the other person will think they are monologue.
Prepare a small notebook, a pen to record important information.
Art says: Although not talking directly, the voice will help you show your image quite vividly. Smile, smile, though not seen, still makes the voice more cheerful and friendly. Express your enthusiasm and confidence in your words.
Don't talk too loudly don't whisper that the other end of the line must constantly ask you again. Don't scream at the phone, you're yelling at the ears.
Please pay attention, if people call you, do not "millet", extend unnecessary phone calls. Maybe they are impatient for having to pay for the phone.
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