Telephone Etiquette for Business

Date: 2015-10-07; view: 425.

Scan the text and find an answer what successful phone call depends on. Is it difficult for a businessman to maintain good telephone etiquette?

READING AND DISCUSSION

Study the vocabulary used to describe business telephoning. Consult a dictionary if necessary.

VOCABULARY

STARTING UP

1.2.1. Answer these questions:

· Have you ever had any problems on the phone? To your mind, what is the most difficult thing when you phone someone in another language?

· Do you like recorded information, or do you prefer to talk to a real person?

· Do you use voicemail yourself? What are its advantages and disadvantages?

· Do you agree or disagree with the following citation? Explain your point of view. ‘The telephone is a good way to talk to people without having to offer them a drink'. (F. Lebowitz).

A mobile phone /cell phone /cellular phone, extension, a webcam, a videophone, videoconferencing, to call / phone / telephone / ring (up) smb., to give smb. a call / a ring, a helpline, a hotline, information line, a free-phone number /a tall-free number, to dial, dialing tone, switchboard, to get through, the wrong number, to put smb. through, to answer the phone, to leave a message on the voicemail, to call smb. back, to be cut off, to hang up, to fix/arrange a meeting, to change arrangements, to close the conversation.

Despite the prevalence of email, telephone calls are still very common in the business world. Even if you do not have a traditional phone, you probably have a cell phone. Displaying proper etiquette on the phone is essential for all aspects of a company - from keeping customers coming back to negotiating business deals.

Even though you may never see the person on the other end of the line, you can still show courtesy and respect. Instead of giving off good body language, a successful phone call depends on the tone of your voice and empathy for the other party, according to communications consultant Neil Payne. You would not, for example, want to call an associate on the other side of the globe during your business hours because it is probably the middle of the night for him.

What you actually say comprises only 30 percent of a person's first impression of you when you make a call, according to Binghampton University Division of Student Affairs. The other 70 percent comes from your voice. Even if a person cannot see you, they can usually tell if you have a smile on your face, and will notice the energy in your tone.

Learning good telephone etiquette will help every aspect of your business. Customers appreciate when they call a business and have an excellent conversation, which could keep them coming back to your company.

If you call anyone, especially a professional, you have never met, always give your name, a sentence or two about who you are and then the reason for the call. Ask persons calling if you can put them on hold instead of telling them or doing it automatically. Avoid personal matters and informal talk until you get to know the individual. (http://smallbusiness.chron.com/telephone-etiquette-business-2910.html)

1.2.4. Read the text ‘Telephone Etiquette for Business' again more slowly and make up 6-8 questions based on the text.