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Telephone Communication
Group Members:
Ahmed Jan Dahri (15-MBA-0!
As"har Ali Arain (15-MBA-0#!
$umera Abro (15-MBA-05!
%nder the $u
$ir MuhamDepartment: $ch
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B)+A,.ABAD
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Telephone Communication
Deinin"
Telephone communication is one o the most impo
orms o communication ithin the compan23
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4reparin" to mae a telephone call
Tae a moment to prepare beore 2ou pic up th
6rite don the e2 points 2ou need to co&er du
con&ersation7 as ell as an2 8uestions 2ou need
$mile hen 2ou tal to people on the phone3
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4reparin" to mae a telephone call C
)plain ho dierent people ha&e dierent
ob;ecti&es in a phone call3 As hat students thin
are the ob;ecti&es o the people in the situations
belo3 Tal throu"h the eample7 then elicit
su""estions or the other three
situations3 4ossible ansers are "i&en here3
A Computer 'perator ith a sotare problem
callin" a sotare helpline3
• To tal to someone ho can sol&e the problem
• To describe the problem and "et a solution3
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.ecei&in" Calls
%se 2our irst name hen anserin" the phone
2ou epect a call7 thin about hat the other perso
ill sa2 or hat the2 ill as<
)liminate bac"round noise i possible3
Chec an2 rele&ant documentation or corresponden
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.ecei&in" Calls Conti9
Tr2 not to eep a caller on hold or a lon" time3
Be patient and listen3 A&oid pro&idin" an anse
the listener is inished speain"3
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Taking and leaving messages
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Cross-Cultural Communication on the te
Man2 people are not &er2 conident about usin"
telephone in )n"lish3
Good preparation can mae telephonin" much e
more eecti&e3
'nce the call be"in7 spea slol2 and clearl2 an
simple lan"ua"e3
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)ample
4roblem
The person recei&in" the call speas onl2 Japan
$olution:
• The caller should ha&e sent a a irst to s
he ould call and indicate the reason or c
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Main" Arran"ements
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h i
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Chan"in" Arran"ements
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)ndin" a Call )nd a call as 8uicl2 as possible ith courtes2
eti8uette :
• $a2 that 2ou =don>t ant to tae up too much o
This is a
polite7 a2 o eepin" a phone call on trac3
• As closed-ended 8uestions3 .ather than asin"
"ood time to
meet is7 as7 =6ill 10 a3m3 be a "ood time to me
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)ndin" a Call
•$a2 =s there an2thin" else can include in this or 2ou
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