24 Telephonic Communication

Ipshita Bansal

1.      Module : Telephonic Communication

2.      Learning Outcomes

3.      Introduction

4.      Stages of Phone Call

5.      Key Telephone Skills

6.      Telephone Communication Techniques

7.      Dealing with Difficult Callers

8.      Golden Telephone Rules

9.      Summary

1.  Module: Telephonic Communication

2.  Learning Outcomes:

By the end of this module, students will be able to

•       Understand importance of telephonic communication

•       Learn about Telephone etiquettes

•       Understand the skills of Handling calls

3.  Introduction

Be it at workplace or at home, telephonic communication is part of human life. In today’s times with mobile telephony gaining so much of importance, telephonic communication skills have become very important for achieving success in every sphere of life.We interact with customers, friends, colleagues and various others on telephone. Sometimes major business deals are cracked over phone.Though people are talking on the phone for business related work , much more than they were doing before, the required skills are often lacking both in the speakers as well the listeners. So one must be aware of dos and don’ts of telephonic communication. One must understand the practical details of it.

Problems in telephonic Communication

3.1 Trouble Sending: – The sender fumbles/stammers the words or whispers that leads to disruption of

the content of the message.

3.2 Trouble with the Message: – The message is unorganized, uncertain and illogical.

3.3 Trouble with the Channel: – Noise or interference in channel proves as a hindrance in effective

transmission of message.

3.4 Trouble with the Receiver: – The receiver has to be an active listener i.e. he has to listen closely to what is being spoken and should not be mentally distracted by the surroundings.

4.Stages of Phone Call

4.1 Introduction: – During this stage, either we receive or make a call; we identify ourselves (name and surname), identify the organization and reason for the call. E.g. Hello, my name is AnitaTyagi from XYZ Ltd., I wish to speak to Human Resource Manager, please.

4.2 Development: – Once the desired person is on line we start the conversation. E.g. If we wish to know about the opening in the organization, we may tell our profile.

During the conversation, we must identify whether the vocabulary used is apt as per the listener because using too much jargons may dilute the essence of the message.

Pause can be used instead of fillers like mmm…, aaa…; as using too much fillers may damage the personality of the speaker.

4.3 Closure: – The goal of the conversation is achieved by this stage. E.g. If the interview date has been fixed , you say, “Thanks for giving me the time the interview. I will reach company’s Gurgaon office on 15 January at 10:15 AM sharp.”.

There may be a possibility that the decision is not reached in first stage, here on another phone call is arranged. In this call, the process is repeated.

4.4 Farewell: –It is the time to finish the conversation. We thank the discusser for the attention and time, E.g. Thank you, Mr. Pandey. Have a pleasant day.

5. Key Telephone Skills

Figure 1 – Three Key Telephone Skills

5.1 Listening

It is one of the most important type of on-the-job communication. Listening is the most important aspect of telephonic communication. We have understood in the previous modules that active listening improves the quality and productivity of an individual at work.Telephonic listening is even more challenging as in this case the individuals who are talking to each other can not see each others’ face and so are not able to read the facial expressions and body language but have to rely only on the voice , tone and pitch of the words spoken. Though we are aware of the importance of listening, still there are studies that reveal that people listen poorly.

5.1.2    Barriers to effective Telephoning Listening

1.      Physiological Barrier

i. Hearing Impairment: – Due to hearing deficiency, one may not be able to hear properly.

ii. Speaking- Thinking Rate: – We speak 125-150 words a minute but our brain can process about 500 words per minute. Due to this, our brain has ample of spare time to go stray.

2. Environmental Barriers

i. Physical Distractions: – Background sounds, seating arrangements, disturbance in the telephone lines, all can be hindrance in active listening.

ii. Message Overload: – Quick succession of messages leads to dullness as one finds it difficult to pay attention. One juggles with the information and in the process only few things are kept intact.

3.      Attitudinal Barriers

i. Prejudices: – It is seen that our pre-conceived notions and prejudice makes it difficult to trust the speaker. In order to overcome this barrier we must have control over our responses and should try to make rational judgements eliminating the biases.

ii. Preoccupation: – Moreover, at times we are pre-occupied with our own concerns. E.g., when there is festive season our mind is mentally engrossed in festivities and celebrations.

4.      Poor Listening Habits

i. Fake Attention: – Many people fake attention so that it appears that they are courteous. This can become habit and prove as barrier to listening. They might be saying ‘hmm hmm’ when the speaker is speaking on the other end but actually may not be paying attention.

ii. Listening only Facts: – Many times listeners only listen to the facts and don’t pay attention to the voice and tone which may communicate much more than the words. This leads to dilution of the main idea and restricts total understanding.

iii. Avoiding Difficult Material:– It is observed that when something technical or unfamiliar is spoken the attention of the audience is dropped.

5.1.3   How to be Better Listener

i. Be Motivated: – Researches have shown that motivated listener is more active and alert than one who is not motivated. Though it’s not the only ingredient to be better listener, but it’s the essential one. So develop interest in the subject and be motivated.

ii. Be Prepared: – Gathering information about the subject, the speaker and the situation helps to listen effectively as the listener is in the position to understand and reply to speaker.

iii. Be Objective: – One should receive messages with an open mind and also should not jump to conclusions. Random judgements may lead to the loss of men and material.

iv. Adopt Sensible Use of Thinking- Speaking Time Difference: – As explained earlier, we think faster than we speak. So the listener can benefit from this difference by mentally reviewing what the speaker has spoken.

v.  Use paraphrasing: – By paraphrasing what the speaker has spoken, one should check with the speaker whether one has listened correctly. It helps in clearing out ambiguities.

5.2Speaking

Equally important telephonic skill is speaking. Over the phone one can’t see the other so voices have to be expressive. These days the technology of teleconferencing is also used where in more than two people are connected over the phone simultaneously to discuss an important matter. In such a scenario it becomes even more important that telephone speaking skills are improved. Our voice could also prove as an asset or liability depending upon variables mentioned below. One must be careful about the following:-

Pitch: – It is often equated with emotion. It could vary from low to high. High pitch indicates excitement, immaturity or lack of experience whereas low pitch is regarded as sign of trust and respect. Low pitch designates that speaker is in control of the situation. So speakers should trainers themselves to control their pitch whie speaking on the phone.

Speed: – As highlighted earlier one can speak upto 150 words per minute. One who speaks at fast pace seems impatient whereas one who speaks slowly can cause boredom and the listener may feel speaker is not sure about the content. So the speed of the spoken words should neither be too fast nor too slow.

Volume: – One may speak loudly to attract attention of other, but constantly using the same can be irritating and unpleasant. Low voice depicts calmness, but also could give the impressions of weakness and indecisiveness. So the volume should be kept modrate.

Inflection: – It refers to patterns of the voice and gives personality to it. Smooth inflection shows confidence while the uneven rhythm indicates lack of clarity. Also while speaking on the phone the voice should have a balance of clarity and firmness to denote confedence.

Enunciation: – It refers to the overall clarity of one’s speech. One should try to speak clearly and articulate the matter systematically. Poor enunciations shows carelessness.

5.3 Questioning

Another important skill of telephonic communication is Questioning. Telephonic communication is a two way process. Sometimes we speak to pass information while other times we seek clarifications or confirm information received by putting questions to the speaker. The formal telephonic communications are generally brief and to the point, so the questioning has to be very focussed and precise. There can be various types of questions which can be asked as per the requirement of the situation.

Type of Questions

1. Open Questions: – These questions require further clarifications and cannot be answered in mere yes or no.

2. Specific Questions: – They help to clarify points. Moreover, they could also be used for extracting information or can be answered via yes or no.

3. Closed questions: – They usually are answered by yes or no. they can be used in closing the conversation and confirming details.

Example: – Have you confirmed your attendance in the seminar?

4.Leading Questions: – They are used to speed up the interactions.

Example: – So you agree to enroll in the new monthly plan discussed?

5. Alternative Choice Questions: – These questions are used to give the caller the alternatives to choose from. Difficult callers can be handled through these as the speaker gives the options as per his convenience.

Example: – Shall Rajesh call you or can I furnish you with the information?

6. Hypothetical Questions: – These can be used as testers to assess the reaction from the listener.

Example: – If we agree to pay the down payment, how much time will it take to deliver the car?

Guidelines for Effective Questioning

1.      Appropriate questions should be selected before placing a call.

2.      Listen attentively to the answers. Don’t be too rigid with the questioning pattern.

3.      Timing plays a crucial role so it is better to avoid out of context questions.

4.      Question consistently to confirm or verify the information.

5.      Who? Why? Where? When? How? Why? Questions should be constructed.

6.  Telephone Communication Techniques

6.1 Placing Telephone Calls

Organize the Call: – When we place a call we must respect their time and act properly. We must be clear with the purpose of the call.

Dial carefully: – One must carefully observe the keypad and dial numbers as it prevents unnecessary interruptions. In case one has accidentally misdialled, one must make a polite apology.

Let the phone ring: – Before hanging up, let the phone ring at least six times. It is unpleasant to run to the phone and answer it and by the time the person reaches he merely hears the dial tone.

Introduce yourself: – Start every conversation with greetings followed by your name and organisation. If the call is not handled by the person desired kindly ask for the person you wish to speak to. E.g. This is rajesh from XY Ltd, may I speak to Ms. Geeta.

Follow Up: – Brief the listener with the purpose of the call. Confirm if it is a convenient time for the recipient. If not, arrange for appropriate time as per his convenience. If it is, continue with the conversation

Conclude: – Business should be short and concise. One must be alert to cues if the other person wishes to end the call. At the end Thank the recipient for their time.

6.2 Receiving the calls

Promptly Answer: – Answer the phone within three rings. Greet the caller with Hello, Morning as suitable. Answer the calls pleasantly and professionally.

Introduction: – Followed by the greetings, introduce yourself with your full name and organization. E.g. This is Rajesh, Human Resource manager ( if calls are from within the organization); Thanks for calling XY Ltd. This is Rajesh. How may I help you? ( if calls are received from outside the organization)

Focus on the Caller: – It is dispiriting to have a conversation with someone else, hear music or watch videos with taking the call. When one speaks over the phone, the attention should be paid to the caller. One should switch away from distractions and sit up straight. Its helps in being responsive to the caller.

Prepare yourself to talk: – While talking do not eat or drink as sometimes caller may hear the sounds due to sensitive cell phones. Moreover, if someone calls at an odd time, convey them you will call them later and are presently engaged in some work. Mute the ringer in midst of the meetings.

6.3 Using Voice Mail

Record Your message: – Record greetings for the answering machine. Avoid using someone else’s voice.Record concise and direct messages while setting up your voice mail. Start with your name so that callers are assured they have reached the right number. Moreover, highlight what steps the caller should follow, like leaving his name and number, right time to call back, reason for the call. These will help to follow up while calling the caller.

Use Generic Message:– Avoid using date as it can become obsolete. Update the date if it is mandated by your organisation to use date and time. Generic messages prove more fruitful.

Check and Return Calls on Daily Basis: – Check your calls on a daily basis and revert them promptly. If at all, it takes more than a day to respond kindly float a mail so that the caller is aware you have heard their message.

Maintenance of Voice Mail Box: – Keep the inbox organized by replying, forwarding or deleting the messages. Unnecessary messages, create clutter and lead to chaos.

6.4 Leaving Professional Messages

Be slow and clear: – Voice signals are converted to digital signals through voicemail systems. Due to which it is less reliable. In order to make it more trustworthy speak into the receiver and keep the rhythm apt neither too fast nor too slow.

Leave name and telephone number: – In order to increase the chances that call will be returned conclude the message by leaving you name and number.

Make it easy for the person to pen down messages: – People usually take notes while they review their voice mails. Keep in mind to have the right pitch and rhythm, articulate the digits of the phone number properly so that the receiver can get back to you.

Short Messages: – Don’t unnecessarily complicate the message. Its seen that many voicemail systems automatically stop after a certain amount of time, without warning. Keep messages short and crisp so that they are properly understood.

Inclusion of date and time: – Mention the date and time of your message, though some machines automatically include. Also, it would be great it suitable time could be suggested to take back the call.

6.5 Screening, Holding and Transferring Calls.

Before Leaving Put Callers on Hold: – In case it is required to move kindly use the hold feature. Do not cover the receiver with mouth piece or place it down over the desk; as receivers amplify the voice and could create discomfort for the caller.

Ask Before Holding: – Before putting the caller on hold ask for their permission. As directly putting the caller on hold looks abrupt. In case if the caller does not wish to be put on hold, kindly take the message and respond to him back at the appropriate time.

Frequently check on Callers: – Check back every 30 seconds when you put the call on hold. Thank the caller for holding and give them estimate for how long it will take.

Transfer Calls: – In case the caller wishes to speak to someone else, ask them whether they wish to be transferred. If you receive a positive response, mention the name of the person you are transferring the call to. In case the call is disrupted call them back and connect them to the desired person.

Screen calls: – In case screening the call for your fellow worker or senior, create an impression that the respective person does not desire someone else to take the call but due to contingency the call is handled by you. Ask for the reason of the call if the call cannot be transferred.

7. Dealing with Difficlut Callers

7.1 Rude or Angry Callers

These callers can be very scary, it gets tough to handle them silently as they constantly insult and make accusations. Here the main objective is to calm the caller as without this further progress is not possible.

How to handle?

Listen Calmly

Acknowledge the concern

Build friendly but business type relations

E.g. I  understand your concern Mr. Rajesh, let me try to solve your problem for once and all today.

7.2 Talkative Caller

Sometimes the caller loves to talk due to which various waiting calls can be missed.

How to Handle?

Be alert and avoid responding conversationally.

Don’t chat just because caller is informal.

Stick to business matters

Ask specific questions so that it minimizes the chances of the caller to be haywire. Squeeze in the conversational space.

E.g. Caller :- Where were you last time I called?

Reema: – I was on vacation.

Caller:- Which movie recently became hit?

Reema:- I am flooded with work. How can I cater to your problem?

7.3 Hard to Understand Caller

Sometimes its tough to understand caller due to their speech. Sometimes they are fast whereas other times they are slow. Also, they may stamer, misuse words and fumble. This makes them difficult callers.

How to handle?

Develop tactful ways of requesting the callers to slow down, speed up, be a bit louder or softer.

E.  g. Mr. Rajesh can you be a bit louder please and kindly speak directly into the mouthpiece of the receiver.

7.4 Uncooperative Caller

At times the customers are uncooperative; they might be passive or timid.

How to Handle?

Probe to extract information from them.

E.g. Mr. Raj I am afraid I am unaware of the problem you are facing can you please elaborate it?

Many at times caller is asseriver in this case be equally assertive to match the caller’s tone but don’t sound aggressive.

Work on your questioning and listening skills.

8.  Golden Rules of Telephone Communication

i. Be prompt and answer the call within three to four rings.

ii. Instead of passing calls to one another, take the name, number and message of the caller. Assure them that respective person will get back to them.

iii. Answer with smile and positive attitude.This will reflect in your voice.

iv. While making calls, make sure its convenient time for other person to take calls.

v. By using warm and friendly tone, build connection with the caller.

vi. Double check information by repeating the information furnished by the caller as in case of discrepancy amendments can be made.

vii. Focus on the subject and do not interrupt the caller with out of context questions.

viii. Don’t bluff to the caller, in case you can’t handle the query. Apologise politely and assure them their query will be handled in a certain frame of time.

ix. Use ‘I see’, ‘right’ words to make callers aware you are listening.

x. If you are calling someone back, state when you called them last.

9.   Summary

After understanding in depth about the telephonic process, how various type of calls are handled; we now have a fair understanding of common errors we are prone to. Moreover, its highlighted that telephonic conversation is an important element of the business arena. So it has to be dealt with efficiency so as to avoid losses.

 References and Extra Readings:-

1. Business Communication., (2003). Icfai Centre for Management Research: Hyderabad.
2. Developing Professional Telephone Skills. Available Online at http://www.djuhsd.org/view/10891.pdf.
3. Distance Learning Course Telephone Skills Training. Available Online at http://www.bsmcpss.com/resources/study-guides/OPH%2001%2001-101.pdf.
4. TelephoneCommunicationSkillsandEtiquette.Available Online at
5. Telephone Communication. Available Online at http://assets.mheducation.es/bcv/guide/capitulo/8448180860.pdf.
6. Telephone Techniques. Available Online at http://www.trainersnotes.com/images/pdfsample.pdf.
7. Figure 2. Available Online at https://www.google.co.in/searchq=better+listening&espv=2&biw=1366&bih=667&source=lnms&tbm=isch&saX&ved=0CAYQ_AUoAWoVChMIlajh1JedyQIV1Y- OCh0l3A0B#imgrc=bmlRvp3oKRmKJM%3A.
8. Figure 3 Available Online at https://www.google.co.in/searchq=voice+mail&source=lnms&tbm=isch&sa=X&ved=0CAcQ_AUoAWoVChMIKzD0rN- dyQIVAx6OCh0E_A1M&biw=1366&bih=667#imgrc=wHJYbJVF8dr9gM%3A.