Telephone conversations have long been a part of business life. With their help, decisions are communicated, tasks are received and reported, appointments and cancellations are made. Ignorance of the rules of etiquette of telephone conversations can lead to the breakdown of many agreements and mistrust on the part of partners and clients.
Instructions
Step 1
Work on your voice. If possible, record the conversation with one of your business partners on a dictaphone and listen. Rate the timbre of your voice, speed of speech, intonation and energy. To make the voice sound more pleasant, breathing should be even, posture should be free. Smile as you talk - this trick will help make your voice warmer and more pleasant. Try to get rid of parasitic words if you use them.
Step 2
Prepare for all outgoing calls. Formulate the goals of the conversation, the key phrases that you will use. Have a notebook and pen ready to take notes as you talk. When they answer, do not forget to say hello, introduce yourself and name the company you represent. Take short pauses so that the other person can answer you and remember or write down your name. Ask if your subscriber can answer your questions. If the answer is yes, please state the purpose of your call.
Step 3
When answering an incoming call, do not make the interlocutor wait for more than 3-4 rings. Be sure to say hello and introduce yourself. When talking on the phone, take your mind off all other activities and conversations. If you need time to answer the other person's questions, write down the contacts and offer to call him back when you are ready. If you need to redirect a call, clearly state the essence of the question to your colleague so that the caller does not have to repeat. At the end of the conversation, thank the other person for contacting you.
Step 4
The rules of telephone etiquette say that the subscriber who called is the first to hang up and begin to say goodbye. He also calls back in case of communication interruption. When planning a telephone conversation, consider the time: the hour at the beginning and the hour at the end of the working day, when the subscriber may have urgent matters, are considered unsuccessful, as well as the lunch break.
