![]() ![]() Calls could possibly be made to obtain information, return a call, schedule an appointment, or service a customer.īe ready psychologically to make the call. SKILLS FOR MAKING EFFECTIVE TELEPHONE CALLSīefore making a telephone call, consider its purpose. ![]() Attentive listening can be demonstrated by speaking in such a way that the listener knows you are hearing. During the call, when both parties are asking questions, it is equally important to listen attentively. It is an excellent idea to write down any questions prior to beginning the call or during the call. The listener has the choice between at least two options. Forced-choice questions : These questions call for an either/or response.Often these questions begin with are you, do you, can, could, did, will, or would. Closed questions : These questions are used primarily to verify information.Open questions : These questions call for more than a yes/no answer and often begin with who, what, where, when, why or how.There are three major types of questions: Questions should be asked in such a way as to obtain the desired information. Telephone calls may be broken into three major parts -(1) the introduction, in which both parties establish their identity and the convenience of the call (2) the purpose, which involves communicating needs by asking well constructed questions and (3) the conclusion, whereby both parties reach a verbal agreement on the points made during the call and any specific action that needs to be taken. Roadblocks to effective listening can be overcome by practicing the following techniques: The major roadblocks to effective listening include distractions and interruptions. Listening involves sensing, interpreting, evaluating, and responding. The four major means of communication are speaking, reading, writing, and listening -with listening being the most important part. DEVELOPING EFFECTIVE TELEPHONE SKILLSĮffective telephone skills are predicated on strong communications skills. Telephones come in a wide variety of shapes, sizes, and colors, as well as with options that can be configured to accommodate almost any conceivable need. They are ubiquitous because of their extreme importance as a communications tool. ![]() It is difficult to estimate the total number of telephones in existence today. The word telephone comes from two Greek words meaning "far" and "sound."Īlexander Graham Bell invented the first telephone in 1876 in Boston, an outgrowth of his teaching the deaf and his experimentation with devices to assist in improving the hearing process. One can easily communicate with those both nearby and far away using the telephone by simply dialing a specially designated number. Telephones are devices that allow the user to communicate messages across lines electronically. ![]()
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