telephone communication – representing the company
DESCRIPTION
Telephone communication – representing the company. Housekeeping. mobile phones break times t oilets emergencies. 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 - PowerPoint PPT PresentationTRANSCRIPT
![Page 1: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/1.jpg)
Telephone communication – representing the company
![Page 2: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/2.jpg)
2
Housekeeping
› mobile phones› break times› toilets› emergencies
© smallprint
![Page 3: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/3.jpg)
3
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
© smallprint
![Page 4: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/4.jpg)
4
Workshop expectations
What do you know about the topic?
What do you need to know?
What outcomes do you expect from this workshop?
© smallprint
![Page 5: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/5.jpg)
5
Topic 1
Creating an outstanding image How will you create the correct image?
© smallprint
![Page 6: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/6.jpg)
6
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)
© smallprint
![Page 7: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/7.jpg)
7
Providing service
Answering the phone is a customer service role.
© smallprint
![Page 8: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/8.jpg)
8
Activity
© smallprint
![Page 9: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/9.jpg)
9
Topic 2
ProtocolsFor many clients or customers the first, or even the only, contact they have with an organisation occurs over the telephone.
© smallprint
![Page 10: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/10.jpg)
10
Receiving calls – answering protocols
© smallprint
Organisational protocols
‘Yep, Yep, whaddaya want?’
![Page 11: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/11.jpg)
11
Verbal, vocal communication
Body language and facial expression cannot be seen during normal phone conversations.
© smallprint
![Page 12: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/12.jpg)
12
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
© smallprint
![Page 13: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/13.jpg)
13
Courtesy
© smallprint
› excellence of manners or social conduct› polite behaviour› a respectful or considerate act or expression
![Page 14: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/14.jpg)
14
Listening skills
Please listen carefully
© smallprint
![Page 15: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/15.jpg)
15
Questioning
© smallprint
Listen actively, question effectively.
![Page 16: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/16.jpg)
16
Transferring and escalating calls
I will transfer your call now.
© smallprint
![Page 17: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/17.jpg)
17
Activity
© smallprint
![Page 18: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/18.jpg)
18
Topic 3
© smallprint
Challenging callsNot all customers are easy to deal with.
![Page 19: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/19.jpg)
19© smallprint
Handling challenging customers can be a difficult undertaking.
![Page 20: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/20.jpg)
20
Complaints
Complaints are an organisation's lifeline.
Properly handled complaints will result in happy, supportive customers/ clients.
© smallprint
![Page 21: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/21.jpg)
21
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.
© smallprint
![Page 22: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/22.jpg)
22
Taking messages
Thankyou, I will make sure your message is passed on to the correct department.
© smallprint
![Page 23: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/23.jpg)
23
Activity
© smallprint
![Page 24: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/24.jpg)
24
Topic 4
© smallprint
Outbound calls
![Page 25: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/25.jpg)
25
Speak clearly – be prepared
Erm, can I speak to… erm… - oh, what’s his name…….?
© smallprint
![Page 26: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/26.jpg)
26
Tone
© smallprint
Research indicates that the following voice characteristics, (para-language), are commonly associated with the following feelings/ meanings:
Para-language Probable feeling/ meaning
Monotonal speech Boredom/ disinterest
Slow speed, low pitch Depression, thoughtfulness
High voice, emphatic speech
Enthusiasm, excitement
Ascending tone Astonishment, fear
Abrupt speech, loud tone Defensiveness, stress
Terse speech, loud tone Anger, fear
High pitch, drawn out speech Disbelief
![Page 27: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/27.jpg)
27
Make messages short and clear
‘Many attempts to communicate are nullified by saying too much.’
(Robert Greenleaf)
© smallprint
![Page 28: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/28.jpg)
28
Activity
© smallprint
![Page 29: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/29.jpg)
29
Topic 5
© smallprint
Handling pressure
![Page 30: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/30.jpg)
30
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.
© smallprint
![Page 31: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/31.jpg)
31
Make better use of your time
© smallprint
![Page 32: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/32.jpg)
32
Organise your work space
© smallprint
![Page 33: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/33.jpg)
33
Stress
‘You wake up screaming and realise you have not fallen asleep yet.’
(Unknown)
© smallprint
![Page 34: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/34.jpg)
34
Activity
© smallprint
![Page 35: Telephone communication – representing the company](https://reader035.vdocument.in/reader035/viewer/2022062321/56813521550346895d9c858b/html5/thumbnails/35.jpg)
35
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.
© smallprint