TELEPHONE CONVERSATIONS IN THE WORKPLACE
“The boundaries of all human nature organizations are defined and limited by the reach and efficiency of their communication network.” --Otto Lerbinger
The telephone is an important tool in every aspect of human life. It fosters clarity of thinking and better understanding. It transmits fundamental and vital messages between individuals. It is fundamental in so far as all human society – regardless of status – is founded on man’s capacity to relate his intentions, wants, desires, feelings, iinterests, knowledge, and experience from person to person.
It is vital in as far as the ability to communicate with others strengthens our relationships with them. This modern-day gadget is a means whereby people are related to others and in the process, ideas, feelings, and attitudes are accordingly transmitted. An effective telephone conversation provides a clear understanding of the message. In the case of business and industry, the telephone solves problems and gets the work done without much trouble or unnecessary delay.
The generation today has seen and experienced the remarkable influence of telecommunications to people from all walks of life. Science and technology have opened the doors for greater avenues of communication. The telephone, with all the current innovations and amazing discoveries, continues to make the flow of communication easier, faster, and wider in scope. Our day-to-day activities have become so dependent on the telephone. In business and industry, it would be hard to even think of an office without this essential instrument. In this Age of Globalization, telecommunication plays a very vital role!
Your communication with the other person on the wire also makes use of your voice. Although you are not seen, he can only react to your tone and attitude. How do you “appear” on the telephone? Do you speak clearly and distinctly? How well do you express your thoughts? Are you tactful? Do you possess the “voice that smiles”?
One of the most important advantages of using the telephone is the time saved, but unless the conversation is clear and accurate, this advantage is lost. Cultivating a tone that is cordial, pleasing, and tactful is a primary goal in using the telephone.
Here are a few voice qualities that we need when telephoning:
- Alertness - it gives the impression that you are interested
- Expressiveness – sincerity and warmth in your voice will carry your personality on the telephone
- Naturalness – be yourself in speech and manner
- Distinctness – clear enunciation is a “must”. Keep your voice well modulated.
There is always a time for courtesy. This is a point to remember in all our
connections and relations with people. The more we are aware of this basic human attitude, the more rewarding our associations and relationships will be with others. The following simple rules iin observing telephone courtesy should become a basic part of our daily activities. When receiving calls, do the following:
- Greet the caller pleasantly – you will make an excellent impression by being enthusiastic and sincere.
- Mention the caller’s name – nothing is more appealing than the sound of one’s name, particularly so over the telephone.
- Visualize the caller – the voice at the other end of the telephone is a human being too. Speak to the person, not at the telephone.
- Be attentive – just like in a face-to-face conversation, apply the rules of courtesy by listening politely and considerably.
- Say “thank you” and “you’re welcome”- the use of courteous phrases is one simple way to SMILE over the telephone and to nurture friendships by creating a lasting impression of you.
These easy-to-do steps can provide members of organizations with training tools and guidance essentials in communicating at work. These will improve the company’s image and groom its staff to be concerned with customer care, marketing, and sales in order for them to communicate effectively and efficiently via the telephone with the increasingly demanding clients in a competitive world. |
