1. TELEPHONE ETIQUETTE
Sunset Reef

2. ETIQUETTE
 What is Etiquette?
Etiquette is a set of practices and forms which are followed in a wide
variety of situations
 Why is Etiquette Important?
 It shows a level of respect
 It shows Courtesy to others
 It influences a persons view of you
 What do you think would happen if there was a lapse in
Etiquette?
Negative overall perception

3. THE RULES OF ETIQUETTE
 The "rules" of etiquette vary from culture to culture
based on the societal norms of a particular country.
 Can you think of anything in Barbados that could be
considered as a "Rule" of etiquette?

4. BUSINESS/CORPORATE ETIQUETTE
 What is Business Etiquette?
 The set of rules governing proper behaviour in a business
environment
 Why is Business Etiquette important?
 It presents a seamless, mannered front to the rest of the world,
 It increases the respect the world gives the business,
 It results in a potentially more profitable corporation
 What does Business Etiquette involve?
 The polite way to interact with others.
 The way you speak or act in the presence of guests
 The way you conduct yourself on the phone

5. TELEPHONE ETIQUETTE
 Why is telephone Etiquette important?
 When you answer the phone you are the representative of the home or
business that is being called
 The impression that you make will influence the caller's opinion of your
household or business
 What is telephone Etiquette about?
Telephone etiquette refers to a set of rules that apply when people make
calls to others or when they are receiving a phone call

6. WHAT CHARACTERISTICS DO YOU THINK CAN BE
NOTICED THROUGH THE PHONE?
 Attentiveness  Articulate
 Friendliness  Helpfulness
 Sincerity  Confidence
 Good Listener  Rate of Speech
 Smile  Greeting

7. BEFORE MAKING/ TAKING A CALL
Vs.

8. TELEPHONE TECHNIQUES
 Greeting
 Placing a caller on hold
 Transferring a call
 Taking Messages
 Closing the Call
 Communication
 Dealing with Difficult Callers

9. TAKING A MESSAGE

10. QUICK TIPS FOR MAKING PHONE CALLS
 Identify Yourself and who you represent
 State your purpose
 Apologise if you call a wrong number
 Call at arranged time (if a time was specified)
 Leave messages when asked (don’t get angry if you
don’t leave a message and can’t get through later).
 Always be courteous (don’t be the “difficult” caller)

11. THINGS THAT AFFECT TELEPHONE ETIQUETTE

12. MULTI - TASKING
Hi, I’m Greg, and
I’m a Multi-
Tasker!!
Check out this site:
http://axelmeierhoefer.wordpress.com/2011/06/30
/finding-focus-in-a-multitasking-world

13. SCENARIOS
AND
EXERCISES

14. CHECK OUT THESE LINKS
 http://www.ehow.com/list_6310283_class-
exercises-telephone-etiquette.html
 http://www.secretarialsite.com/telephone-
etiquette.htm
 http://www.elegantwoman.org/business-
telephone-etiquette.html
 http://telephone-etiquette.blogspot.com/

15. THANK YOU
FOR PARTICIPATING
T: 246 233 5493
E: expressionsmgmt@gmail.com
W: www.exmc.biz