MAKING CONNECTIONS

Chapter 2:Making Connections1) Phoning

MAIN DIFFICULTIES No visual communication No preparation Rush of informationPHONE ETIQUETTE: DONTs3

3(F) It's easy to fall into the trap of believing that because your caller can't see you, they won't be affected by what you are doing and what's going on around you. Remember to:

DONT!!!Have noise in the backgroundBe familiarBe unfriendlyTalk to others while youare onthe telephoneEat, drink, or chew gum44(F) It's easy to fall into the trap of believing that because your caller can't see you, they won't be affected by what you are doing and what's going on around you. Remember to:PHONE ETIQUETTE:DOs

55(F) It's easy to fall into the trap of believing that because your caller can't see you, they won't be affected by what you are doing and what's going on around you. Remember to:DO !!!6Talk with a smile on your faceBe polite and friendlyTalk slowly Make pausesRepeat important information6(F) It's easy to fall into the trap of believing that because your caller can't see you, they won't be affected by what you are doing and what's going on around you. Remember to:

PREPARING YOUR CALLYou are making the call

introduce yourself say who you want to speak to give the reasons for your call leave a message or your phone number

You are receiving the call:

Answer promptlyState your name /the name of your department or company Ask what the call is about Take a name, number or a message

Remember Dont hesitate to apologize Use polite requests Have a piece of paper ready Use some appropriate closing to indicate the conversation is ending