The Communication Process Communicating by Telephone Chapter 5.

Communicating by Telephone

The Communication ProcessCommunicating by TelephoneChapter 5The Process of CommunicationWhat is communication?Communication is the process of exchanging ideas and messages both verbally and/or nonverbally.

Communication consists of four major parts.Listening __________________ReadingSpeaking_______________The Process of CommunicationWhen you communicate via the phone, you have ________________to guide you.

Your ___________skills are your guide.

The Process of CommunicationWhen you _______________________, your voice must do the job. A ___________voice that is easy to listen to communicates a positive image and message.

100% Communication:

7% _____________ Body Language55% ________

Four Steps to the Communication ProcessFour Steps: Speaking, Reading, Writing, Listening

Step #1: SpeakingAppropriate _______________Comfortable RateCorrect Pronunciation and EnunciationPronunciation is the _______________way to say a word.Enunciation is the ______________with which you speak.Positive _____________________________(Inflection)Four Steps to the Communication ProcessFour Steps: Speaking, Reading, Writing, Listening

Steps #2 and #3: Reading and WritingBe prepared to ____________ messages and other informationWrite messages ___________in a style so they can be read quickly and responded to appropriatelyFour Steps to the Communication ProcessFour Steps: Speaking, Reading, Writing, Listening

Step #4: ListeningThe most important part of communicationMust be an _____________ listenerBe ready to ______________Focus your thoughts on the conversation when you pick up the callListening RoadblocksOne way to become an active listener is to avoid listening roadblocks.

_____________Distractions:Impossible to _______Some activity and sounds will be ________ or unusualOther sounds will blend into the background

What do you do when noises are distracting you from talking on the phone in a courteous and professional manner?ConcentrationWhat are some things you can do to improve concentration while on the phone?

Three Stages of a Phone CallCommunicating by TelephoneChapter 5Answer PromptlyThe Introduction:

Answer PromptlyAnswer by the __________Keep mouthpiece no more than ______ away from your mouthSpeak in a normal, ______, conversational tone

Three Stages of a Phone CallIntroduction__________Closing

Every phone call should be courteous and ________________.

Stage 1: The Introduction3 Stages: Introduction, Purpose, Closing

Identify Yourself and the Other Party

Establish the Convenience of the Call

Identify YourselfAnswering a CallThe Introduction:Identify YourselfWhen you answer your own phone, say:Taylor Scott speaking.When you answer a department phone, say:Delta Manufacturing, Customer Service; this is Taylor Scott.When you answer for a firm, say:Good morning, Commissioners office. This is Taylor Scott speaking.When you answer another persons phone, say:Dr. Browns office; this is Taylor Scott.

Identify YourselfMaking a CallWhen you make a call and the other party answers the phone with a greeting and an identification, immediately identify yourself and your employer, if appropriate.

Caller: Hello, this is Bob Smith from ABC Chamber of Commerce.

Recipient: Hello, Mr. Smith, This is Sophie Davis.Establish the Convenience of the CallThe Introduction:

Establish the convenience of the callDo they have _______to talk to you?

Especially important for ______________ or international calls

Establish the Convenience of the CallExamples:Is this a convenient time for us to speak?May I have a few moments of your time?

In Class Practice: Courteous and Professional CommunicationCaller (Mr. Jones): Is Samantha there?Caller (Clara Stern, Human Resources): Hello, Mr. Davis. This is Clara Stern from Human Resources.Receiver (Alison Stone, Customer Service): Customer Service.Receiver (Don Davis): Who is this? I cant hear you.Stage 2: The Purpose3 Stages: Introduction, Purpose, Closing

One person _______something from the otherCommunicate your needs _________and be sure you understand the other persons needs byExpressing your needsAsking __________

19Expressing Your NeedsExpressing your needsUsually the person placing the call is the one who wants _____________. That person should state the problem or request clearly and politely, and then give the other party a chance to ______________.

Expressing Your NeedsEXAMPLES:

We are having a problem with our computer and would like to have it serviced as soon as possible.I would like to set an appointment to speak with Mr. Jones concerning the textbook account.Please tell me the colors and sizes these shirts come in. I have misplaced my catalog.Expressing Your NeedsExpress what you want in a ______, courteous manner. Do NOT be rude or submissive.

RUDE: This stupid copier is broken again.SUBMISSIVE: Im sorry to bother you, but I think weve done something wrong with the copier; its not working right.

Asking QuestionsAsking QuestionsUsually the person placing the call is the one who wants something. That person should state the problem or request clearly and politely, and then give the other party a chance to respond.

In Class Practice: Expressing Your NeedsYou want to order three boxes of green computer paper. The boxes MUST be delivered by Friday.You need to see Cory Stevens for approximately one hour within the next two days.You ordered eight boxes of staples but received eight boxes of paper clips.Because of an emergency, you are calling to reschedule an appointment.Stage 3: The Closing3 Stages: Introduction, Purpose, Closing

Understand the ________to be taken

_________the call say good-bye

Understand the Actionto be Taken3 Stages: Introduction, Purpose, ClosingUnderstand the action to be takenExamples:Ill see that Mr. Garrett gets your message as soon as he returns.Your order will be processed and you should receive the merchandise within ten business days.I will check the status of your claim and get back to you within a day.

Close the Call Say Good-Bye3 Stages: Introduction, Purpose, ClosingClose the call say good-byeExamples:I appreciate your calling, Mr. Chin.It was nice to speak with you, Jim. Thanks for calling and updating me on the status of the revision.

Close the Call Say Good-Bye3 Stages: Introduction, Purpose, ClosingClose the call say good-bye

Always end the call by saying good-by.Avoid sayings such as talk to you later, or bye, bye, or ____________.Let the other person ____________up first.Gently place the phone in the cradle dont __________it down.