Telephony Skills How to Make a Call How to Receive a Call How to Put the Call on Hold and How to Take Calls for Others

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…

4. Placing a Call

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

6. Receiving Tele-
Calls
Receiving Tele-
Calls

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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10. Taking Calls for Others
Placing the Call on HOLD

11. Parveen Kumar
pkumar12@amity.edu
D-206