telephoneskills-090913125842-phpapp01 (1).ppt

telephone etiquette

1. TELEPHONE SKILLS
Winning Telephone
Techniques

2. TELEPHONE SKILLS
Your voice is your personality
over the telephone

3. Phone Contacts
Communicating
effectively on the
telephone is a
unique skill

4. Inflection
86% of the
message is from
your tone of voice
14% is grasped by
the actual words Tone
of
Voice
Words

5. Evaluate your telephone voice
Your voice makes an immediate
impression that can portray you as:
friendlyor distant
confident or timid
spontaneous or mechanical
relaxed or nervous

6. Evaluate your telephone voice
Always smile
when you speak to someone on the
phone -unless it is inappropriate
This might sound odd -but practice
and listen to the difference in the tone
of your voice if you are smiling.

7. Evaluate your telephone voice
Pitch your voice lower
Phones are like tape recorders –they
make your voice sound higher pitched
Speak slightly slower than normal and
pronounce your words clearly.

8. Evaluate your telephone voice
Be well prepared
Practice by phoning someone you know –
who will give you honest feedback.
If necessary have a pre-arranged script.
Don’t waffle.

9. Evaluate your telephone voice
Listen
Carefully to what the other person is
saying
Without interrupting

10. Evaluate your telephone voice
Take Notes
To ask questions after the other
person has finished speaking

11. Evaluate your telephone voice
Location
Make sure you are somewhere quiet
and where you will not be interrupted.

12. Evaluate your telephone voice
Don’t eat. Don’t smoke
you can hear it on the phone.
If you need a drink then let the other person
know that –otherwise they will be surprised
by suddenly hearing gulping noises!

13. Evaluate your telephone voice
Now that you have thought about
how you present yourself over
the telephone, see how you can
apply your new skills to job
searching…….

14. Different methods of
telephone at job
There are three different methods of
searching for a job using the telephone:
•Cold calling
•Job application
•Telephone interview

15. Cold calling
Getting through to the right person is
sometimes difficult.
Remember to:
•Always introduce yourself
•Be courteous and business like with everyone
•Be confident as if you have no doubt your call will
reach its goal

16. Cold calling
Receptionists generally want to know who you
are, what and who you want.
If you do not know the name of the person you want –ask for
the appropriate manager
Try to get the persons name before you are transferred
If your contact is not available ask when is a good time to call
back
When you get through –ask if this is a good time to call/talk
(never say bad time as this can encourage a negative response)

17. Job application
Calling immediately in response to an
advertised job is almost always a mistake
It is sensible to allow yourself some time to
think through the process and decide exactly
what you want to say
It is quite acceptable to make some notes
before calling continued….

18. Job application
It is a good idea to make a list of the key points that you
want to get across:
Make sure you know who you want to talk to
Have the name and reference of the job ready
If you are offered the option of calling for an informal chat then do so –
(some companies use this initial contact as a way of evaluating
potential employees)
Have questions prepared which are relevant to the advertised vacancy
continued….

19. Job application
Take time filling in the application form
Ask other people’s opinions before sending in
the form
Keep a copy of the application form and take it
with you to the interview
ask if you can refer to notes during the
interview process

20. Telephone interview
Study the job description and person
specification
This enables you to identify the company’s particular
needs and helps demonstrate that you possess
the skills required to meet them

21. Telephone interview
Research the company
Products services, history and culture. Make a
special effort to identify any areas where your skills
and experience may be of particular value

22. Telephone interview
Practice first
•Compile a list of probable questions and ask a friend to
try them out on you over the phone
•Prepare answers carefully using key words from the
job description and person specification
•Do not write out the answers in full as this will make
you sound wooden and too scripted

23. Telephone interview
Match your accomplishments
Prepare a list matching the company’s stated
requirements
Keep this list in front of you
Refer to it at every relevant opportunity

24. Telephone interview
Be prepared to give examples
Employers look for examples of successful use of:
•communication skills
•analytical skills
•teamwork
•drive and initiative

25. Telephone interview
Quantifyyour accomplishments
Interviewers are keen to hear about relevant
challenges or problems you faced in the workplace
The specific actions you took and the measurable
results achieved e.g increased sales by 35%

26. Telephone interview
Remember
To select a quiet place for the interview
To stand –this can make you sound more confident and helps
project a positive and professional interview
To match your speaking rate and pitch to that of the interviewer to
establish rapport
To make an effort to smile (in the right places!) to create a friendly
and enthusiastic impression

27. Telephone interview
Impressions
Convey the impression that you are genuinely interested
in the company and eager to make a contribution
Refer to appropriate information you discovered
about the company during the course of your research
Respond appropriately to verbal or tonal clues.
If you don’t understand a question –say so and ask for
clarification

28. Telephone interview
Answers
Provide well-developed, balanced and analytical
answers
Avoid yes and no replies
Have an explanation for leaving your current or
previous job –do not criticise your previous employer
or colleagues.

29. Telephone interview
Questions
Prepare a few thoughtful questions to ask the
interviewer when given the opportunity

30. Telephone interview
Finishing the call
At the end of the interview:
emphasise your interest in the job
emphasise your interest in the company
reiterate your qualifications
stress that you would welcome a face to face interview

31. Telephone interview
After the interview
Write a short thank you letter

32. TELEPHONE SKILLS
Thank you