1. Telephony Skills
How to MAKE a Call &
How to ANSWER a Call
How to MAKE a Call &
How to ANSWER a Call
2. Remember…
Use it only When Appropriate
Immediacy and Intimacy
Already Preferred
To take Appointment
For Personal Contact
Exchange of Ideas or Questions
3. • Who is on the Call
• From/To Where the call is
• WHEN- Timings of the call
• Why the call is made
• WHAT is the Content of the Call
These are
5 WWs as Basic Suggestions for a Telephone Call
Give a Thought to…
5. Placing a Call: Principle GuidelinesPlacing a Call: Principle Guidelines
Organise your Call- Have an Agenda in
mind
Dial Carefully
Let the Phone Ring 6 Times
Introduce Yourself Immediately
Follow-up with the Purpose of the Call
Conclude Calls promptly
7. Receiving Tele-Calls: Principles to
Follow
Receiving Tele-Calls: Principles to
Follow
Answer Promptly with Appropriate
Greetings
Introduce Yourself
Focus on the Caller
Be Prepared to Talk
Don’t Let the Telephone Interrupt
You (Avoid a Call when already Busy)
8. General Guidelines…
You lose VISUAL CUES, so be Clear,
Careful, Moderate Speech
Keep the talk Positive and Cheerful
Use Technology Effectively, but don’t
Assume similar technology & Skills from
the Other side
Continuous Feedback during call
Maintain 10 feet distance, if possible in
confidential talks
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9. General Guidelines…
If you placed the call-Take Responsibility
to End it.
Listen for Signals for the Close of the Call
Don’t Interrupt/Talk Over the other person
after you have fulfilled your purpose.
Repeat Important Numbers, Addresses,
Facts & Names.
Avoid Overdue Politeness
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