國(guó)際商務(wù)禮儀_The art of making phone and calls.ppt

1、The art of making phone calls,Voice and attitude,Why voice and attitude is important in making a phone?,People at the other side of the line may not see your face, but they could sense your attitude because your tone of voice alone gives expression to the words spoken.,To make your voice sound more

2、pleasant, try the following ways:,Speak with a rising inflection. Talk directly into the mouthpiece and speak with clarity. Slow down if you are used to speaking rapidly. Cough or sneeze far away from the phone. Try to speak politely.,Making Calls,Call people at the best times. Normally, we dont mak

3、e phone calls after 10 P.M. or before 8:00 A.M., unless we have emergencies, or we know that our call is expected. In the daytime, you might want to choose the best times for your calls, too. Try to figure out when the people you want to call will be available.,Leaving a message. If you leave the me

4、ssage on the answering machine, be sure to state your name and number slowly and clearly at the start of the message. In giving a number to someone who is taking your message, the number should be spoken in groups of two, three or four digits at a time, with a slight pause between.,89456723 2246555,

5、Wrong Number. ask politely, “ Is this Mr. Chen speaking?” or “ Is this 89456723? Its impolite to ask, “Who is this?” or “What number is this, anyway?” apologize sincerely, Dont end the conversation without saying anything, or keep asking the other side of the line, “How could it be? Im sure I dialed

6、 right.”,Caller: May I please speak to John Doe. Callee: I think you have the wrong number. Caller: -Callee: -,if the caller dials you again: Caller: May I please speak to John Doe. Callee: -Caller: What number is this? Callee: -Caller: number Callee: -Caller: Ill do that. Im very sorry to have both

7、ered you. Callee: -,Answering Calls,Promptness in answering. Greeting warmly. The greeting is “Good Morning” until 12 A.M.; “Good afternoon” until 6 P.M.; “Good Evening,” after that, in businesses that remain open later. Simply “Hello” as an answer generally makes the caller wonder. Be attentive whi

8、le answering the phone.,Taking messages. Remember to put down the message on a piece of paper. Dont rely on your short-term memory. Messages should be written plainly, and they should be explicit. Both the callers name and phone number are indispensable to the message written down.,TO MR./MS - DATE

9、TIME - WHEN YOU WERE OUT MR./MS. - FROM PHONE -,MESSAGE RECEIVED BY -,A printed form like this will help you take clear messages for the others. You could make your own forms to meet your needs.,Dont forget to return the calls promptly when you get the messages. Dont leave the messages on the desk f

10、or days and forget all about it. Twenty-four hours is as long as a call can go unreturned without violating good manners.,Screening Calls,Busy executives often ask their administrative assistants or others to screen calls. When you screen calls, you must exercise great tact to hide the fact that you

11、re doing that, otherwise the caller will feel unloved. Appropriate: Mr. Smith isnt able to take calls at the moment. May I ask whos calling? Inappropriate: May I ask whos calling? (This may make the caller feel shunned.),Being Interrupted on the Phone,If you are disconnected . If other people interr

12、upt your call. “Will you excuse me for a minute? Theres someone on the door.” and continue the call with “Sorry to keep you waiting.” If the phone interrupts your talk. dont pick up the phone while youre still having the original conversation. He would get the feeling that youre very busy and that h

13、is call wont get your full attention.,In a private office. If youre in someones private office and your conversation is interrupted by the phone call he receives, should you remain or leave? Most office phone systems have voice mail, which automatically records a message from a second caller if you

14、are on the phone.,A second call is coming. Your responsibility is to the first caller, who should never be left on hold for more than thirty seconds. If the incoming call is extremely urgent or from overseas, explain to your first caller why you must hang up and set the time youll call back.,Closing

15、 a Call. If you want to end a call, dont feel uneasy about it. Leaving matters hanging will only waste your time. You could naturally close your call with a conclusive statement: “Ok, I think we all agree this work could be completed ahead of schedule. Shall we talk again, maybe tomorrow?” or “Ive h

16、ad a clue of this project. Ill call you back when I need the details.” After that, you could end the conversation with “Its really nice talking to you. Good-by” or “Have a nice day.”,Who Hangs up First? It is considered courteous to let the person who is called hang up first or a lady hang up first

17、when she has been talking with a gentleman. If the talk is between you and a customer, let the customer hang up first. But this courtesy is not imposed. If the two people have finished talking and have said good-by, they are not usually sticklers about this fine point. What is more important is to p

18、ut the phone down gently. Its discourteous to slam a receiver and deafen the other.,Handling Complaints Listen patiently and dont interrupt. Be sympathetic.,Finding Suitable Places for Phones In the street. it is wise to get away from that setting to avoid yelling at the phone. If you have to make t

19、he phone calls in the street, try to stay away from the cars and the rushing pedestrians.,In other public places. At business and social meals alike, making or receiving a phone call at the table is both inconsiderate and intrusive. Please switch the phone to a silent or a vibrate mode. If you have

20、to take the call, excuse yourself from the table and take it in the restroom, the lobby, or step outside.,In the car. please pull over to the side of the road. The use of a portable speakerphone, a build-in phone or a wireless headset with Bluetooth technology will lessen the risk. But dont take cha

21、nces. Your phone conversation in the car endangers not only your life, but also the other innocent peoples lives.,Using a speakerphone,A cardinal rule: immediately tell the person on the other end of the line that you are using one. If he or she expresses any hesitation, explain why you feel it nece

22、ssary to be on speaker. If others are present, identify them at the very start of the conversation The participants should then introduce themselves so that the person on the other end can begin to link voices to names. Close your office door before making any call using a speakerphone.,If you share

23、 an extension,When answering a phone share by others, state the department name before giving your own. If the call is for someone else, say “just a moment please” before handing over the receiver. If the person isnt in, tell the caller when hes expected back, if you know, and offer to take a messag

24、e. If the person is in a meeting or on vacation, say so. Otherwise, dont feel you have to explain his whereabouts.,Transferring calls,First give the caller the correct extension in case she is disconnected. Then tell the person to whom the calls being transferred who is on the line and why she is ph

25、oning, this spares callers from having to repeat themselves.,The cell phone,Dont let your phone ring if the ringing will disturb others around you. Meetings, presentations, plays, and moviesthese are all times when turning the cell phone off ( or at least setting it to vibrate) is mandatory. Dont ta

26、ke your phone out and start using it if there is any possibility the people around you will be bothered by your use of it. Also, dont assume they wont listen to your conversation.,Absolutely never say anything confidential, personal, or private if others can overhear you. Instead, stop the conversat

27、ion by telling the other person youll call back when you can talk privately. Speak quietly. Most peoples phone voices are consistently louder than their regular voices. When speaking on a cell phone, you need to be especially careful not to shoutotherwise youll end up sharing your conversation with

28、everyone in the waiting room. Dont overdo it. One brief conversation isnt likely to disturb anyone, but an hour and a half of continuous use may drive those around you crazy.,Answering machines and voice mail,Recording a greeting,no-nonsense, straightforward. Short and sweet is the goalyour full nam

29、e, your company name, and a request that the caller leave a message “This is Miguel Hernandez at Johnson-Cowles. Please leave your name number and Ill call you back.”,Leaving a message,State your name and number slowly and clearly at the start of the message. Keep your message short Repeat your name

30、 and number at the end of the message.,If you are in a peers office and you answer the phone for them, it is inappropriate to say whos calling please. True False,2. In the unlikely event that you reach a receptionist or secretary when making a business call (instead of voice mail of the person you a

31、re calling), how should you address the call taker? a. Ask for the person youre calling for b. Ask for your partys extension without offering any other information c. Ask for the person youre calling for, state your name and purpose for calling d. Ask for the person youre calling for, and state your

32、 name,The single most important factor in leaving a voice mail message is _. Humor Leaving as much information as possible Speaking clearly and succinctly as well as leave a message thats short and to the point,You should never take a business call at lunch even if co-workers lunching with you dont

33、mind. True False,What does not need to be a consideration before you make a phone call? Who you are calling The purpose of your call The best time to call A brief joke to break the ice,You should not talk about personal issues on a business call until you have established a personal relationship wit

34、h your business contact. True False,If you need to discuss sensitive issues over the phone (including exchanges of personal and protected information) how should you handle it with your phone companion? Tell them youll fax the information Confirm with them its OK to discuss before discussing it Tell

35、 them youll email it Avoid these discussions at all costs on the telephone,It is said you should make business calls during the time of day most people are freshest to receive them. When is this? 8 a.m. to 10 a.m. 10 a.m. to noon 1 to 3 p.m. 3 to 5 p.m.,If your business call to someone will be unexpected, what should you do? Tell them the purpose of your call then ask