TELEPHONING

“ Making and receiving telephone calls ”

  

In this chapter you will learn how to make a good impression over the telephone by being polite, professional and clear in your conversations, Telephone etiquette in a business environment is different to informal conversations that you might have with your friends or family. There are certain ways in which you should approach these types of exchanges given that the person you are talking to cannot see you. You are therefore relying solely on creating a good impression using your voice, so the way that you speak and the words that you use are very important. A useful tip is to slow down when you speak which makes you clearer. You will notice that people have their own telephone styles and tend to answer the telephone in different ways. Some people simply say their names, others say ‘Hello’ and front of house personnel, such as receptionists or other telephone operators will often say the company’s name.

Performance criteria

1.      Make calls, you must be able to :

Ø  Identify the purpose of the call

Ø  Obtain the name and numbers of the person to be contacted

Ø  Make contact with the person

Ø  Communicate information to achieve the purpose of the call

Ø  Summarise the outcomes of the conversation before ending the call

Ø  Report telephone system faults to the appropriate colleague

2.      Receive calls, you must be able to :

Ø  Answer the telephone according to organizational procedures

Ø  Project a positive image of self and the organization

Ø  Identify the caller. Where they are calling from and what they need

Ø  Provide accurate and up-to-date information to callers while protecting confidentiality and security

Ø  Take and pass on messages according to caller’s needs

Ø  Deal with problems in handling calls, referring to the appropriate person where necessary

For example dialogue :

Shanti: Hello, CV Bumi Indonesia is here.

Adrian: Hello I am Adrian. I am wondering to know whether your company offers a job for marketing or not?

Shanti: Yes, we provide jobs vacancy for marketing. Do you want to apply for that job?

Adrian: Yes, I want to apply on that job. What should I prepare?

Shanti: You have to bring your Curriculum Vitae and a job application letter. You can collect the details by the end of this month, December 31.

Adrian: Are just a CV and a job application letter that should I bring? Do I need anything else?

Shanti: You need quite a lot of requirements that must be met. To get more information, you can visit the website on www.bumiindonesia.co.id and get the requirements that must be completed.

Adrian: Well, I understand that I need to do.

Shanti: Is there anything else that I can help?

Adrian: No. Thank you.

Shanti: You’re welcome.

Daftar Pustaka:

http://www.caramudahbelajarbahasainggris.net/2014/07/dialog-atau-percakapan-bahasa-inggris-di-telepon-kantor-dan-artinya.html