Chapter 15Media and Technology

Subject: Fw: Cell Phone EtiquetteAfter a tiring day, a commuter settled down in her seat and closed her eyes. As the train rolled out of the station, the guy sitting next to her pulled out his cell phone and started talking in a loud voice:  "Hi sweetheart.  It's Eric.  I'm on the train.""Yes, I know it's the six-thirty and not the four-thirty, but I had a long meeting.""No, honey, not with that blonde from the accounts office. It was with the boss.""No, sweetheart, you're the only one in my life.""Yes, I'm sure, cross my heart."Fifteen minutes later, he was still talking loudly.When the young woman sitting next to him had enough, she leaned over and said into the phone,"Eric, hang up the phone and come back to bed."Eric doesn't use his cell phone in public any longer.

Using the Telephone on the Job• #1B- Whoever answers the phone gives the first impression of a

business.

• Phone etiquette means using having good manners on the telephone.

• #2B- The word etiquette comes from a French word meaning ticket.

• #1IC- Proper etiquette includes answering quickly, identifying the company, being friendly, getting to the point, being a good listener, and keeping note materials near.

• #3B- Before you pick up the phone, make yourself smile. It will help make your voice sound pleasant.

Using the Telephone on the Job• #4B- Telephone messages in the workplace must be taken carefully

and delivered promptly.

• #2IC- The information included in a written phone message includes the date and time, the complete name, the phone number and time of call, the purpose of the call, and the name of the person writing the message.

• After you take a message, deliver it as soon as possible.

• #5B- Failure to return calls is one of the most common complaints customers make.

• When handling difficult callers, be helpful; stay calm; never demand anything; and try not to say “I don’t know”.

• #6B- Turn customer complaints into compliments by using seven magic words: “What would you like us to do?”

When You Place a Call• Call during appropriate hours of the day. (8:00 A.M to 9:00 P.M.)

• Clearly state the reason for your call.

• Address people politely.

• Plan the purpose of your call before you call.

• If a person sounds busy, call back.

• If you want your call returned, give a name; number; and time when you may be reached.

• Don’t eat or chew during a call.

• Don’t let yourself be distracted by other people, the radio or television, etc…

Transferring a Call• Transfer calls on if you are reasonably sure someone else can help.

• Do not transfer calls simply to get rid of a difficult caller.

• Give an explanation as to why you are transferring the call.

• If possible, announce the caller’s name to the person to whom you are transferring the call.

• Offer to take a message if the person you are transferring the call to is busy.

• Always get the caller’s name and number before transferring in case the call is lost in the transfer.

• A caller should not be kept waiting more that one minute.

• Make sure you thank a caller for holding when you pick up a waiting call.

Talking to Machines• Telephone tag refers to the time when you and another person keep

calling each other and leaving messages on each other’s answering machines.

• When you leave a message, talk slowly; give your name; state the time and date, state your purpose; be to the point; repeat phone numbers slowly; and sign off with positive words.

Using Your Voice Effectively• #7B- Your ability to communicate clearly over the phone is largely

determined by how well you can control your own voice.

• #8B- Pronounce tricky words carefully. Words that sound alike can be easily misunderstand.

• #3IC- The elements of your voice that you can control are your tone, your rate, your articulation, and your volume.

• Your tone is your mood of your voice.

• Your rate is the speed of your voice.

• Your articulation is the crispness of your voice.

• Your volume is the loudness and softness of your voice.

• Your tone is the most important part of your voice that you can control.

Communicating Social with Technology• Social communication on the telephone follows many of the same

rules as professional communication.

• #9B- Even when using the phone in your home, courtesy and seriousness should be your principal guidelines.

• #10B- If you feel uncomfortable or uneasy making a call, try to picture the other person on the line to help improve your concentration.

• On answering machines in your home, be sure you keep your message short and sweet, so your callers do not lose patience.

• Avoid any message on your answering machine that is overly creative or confusing.

Using a Cell Phone• #4IC- Guidelines to consider when using a cell phone are telling the

person your location, not eating or chewing, not talking fast, calling back if the connection is bad, and turning off any distractions.

• #11B- The vast majority of teenagers who carry cell phones talk to their parents daily.

• You should turn off your cell phone before entering churches, movie theaters, and restaurants.

• If you are talking to someone in person when you need to use the cell phone, excuse yourself first and take the call elsewhere.

Using E-mail• E-mail refers to electronic mail.

• Snail mail refers to mail by the postal service.

• #5IC- Some advantages of e-mail include its quickness, its convenience, its cost-effectiveness, and its efficiency.

• #12B- E-mail saves paper.

• #13B- E-mail is efficient because people can read and reply at their convenience.

• #14B- Even in cyberspace manners count.

• Netiquette refers to manners on the internet.

• #15B- Since there is no body language in e-mail, users have come up with emoticons to simulate expressions and feelings that are typed into e-mail messages.

Using E-mail• Emoticons include a the following symbols to show emotions:

• ;-) a wink

• :* a kiss

• :x my lips are sealed

• 8-) eyeglasses

• :-D big grin

• :-/ perplexed

• :-( frown

• :-e disappointment

• :-@ scream

• :-o yell

• :P sticking out tongue

• >:< anger

Using E-mail• #6IC- Some guidelines for good e-mail manners include keeping

addresses current, checking to see if your messages are welcome, watching too many forwards, checking e-mail daily, watching your content, and erasing their message in your response.

• #16B- Avoid using e-mail for confidential messages. Deliver these messages in person or by phone.

Creating Multimedia Presentations• #17B- A multimedia presentation is a speech supplemented with

images developed using computer software.• These presentations can include information along with graphs, slides,

photographs, animations, video clips, and sound.• #18B- You can program you visuals to appear automatically leaving

you free to concentrate on connecting with your audience.• #19B- No matter what their learning style may be, your audience will

be more stimulated with a multimedia presentation and therefore more interested in what you have to say.

• #20B- If your plan to give a multimedia presentation, be sure to give yourself plenty of time to prepare.

• #21B- Anticipate your audience’s questions and build them into your presentation.

• #22B- Be prepared to give your speech even if all the multimedia equipment were to fail.

Creating Multimedia Presentations• #7IC- Some advantages of using computer presentation programs

include providing good notes for the audience, adding a professional appearance, and making it easy to add new materials.

• #8IC- Some disadvantages of using multimedia presentations include the high cost, the time to make the presentation, and the time to learn the software.

• #9IC- Some guidelines to keep in mind when preparing a multimedia program include knowing your material, knowing your audience, using an outline, making it easy to read, practicing, and arriving early to set up.

• #10IC- Some strategies for success that you should consider as you develop your presentation include considering the size and seating of your audience, using humor and personal stories to highlight key points, and planning for equipment failure.