Telephoning

 

TELEPHONING

PREPARE FOR YOUR PHONE CALLS

  • Think about why you are calling and what result you want. This will help you to prepare the language you will need.
  • use only the language and approaches, that you feel comfortable with

MANAGE YOUR VOICE

  • How loud is my voice
  • How fast do I speak
  • How animated is my voice
  • How clear is my pronunciation
  • How smooth is my delivery

FOCUS TOTALLY ON THE CALL AND THE CALLER

  • Poor focus --- -poor listenin ---- negative consequences

CONFIRM CLEARLY

  • The commitment to decisions may not be clear
  • Important meetings and decisions should be summarized and confirmed by email

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Making a positive start

  • I wanted to give you a quick call to see how you are.
  • I just wanted to catch up for a few minutes.
  • Checking, that the other person has time
  • Is this a good time, or are you busy?
  • Do you have five minutes now, or shall I call back later?
  • How are you doing? Are you still very busy?

Asking opening questions

  • So, how’s life?
  • So, how are your colleagues?
  • How is the project going?
  • How is the business?
  • I’m calling to clarify/discuss/explain/check/ask...
  • I’m calling to let you know that…
  • I’d like some information about…
  • Asking follow-up questions
  • So, does this mean that...?
  • Why did you do that?
  • So when are you going to...?
  • Shall I start wit...and then you can explain me the...?
  • Shall we move on to...?
  • Do interrupt me at any time if something is unclear.
  • Can I say something about that?

Clarifying whether any follow-up action is required

  • Shall I give Pavel a call to discuss this?
  • Should I contact Pavel?

Providing useful information

  • You should give Pavel a call. I’m sure he can help you.
  • This contact could be interesting for you because...
  • I’ll talk to Pavel about this.
  • I’ve got the information you need and will send it tomorrow.

Ending positively

  • So, great to talking to you. Thanks again for an advice.
  • OK, see you next week when I visit the office. Thanks again for the contact.
  • Thanks for your call. Goodbye.
  • I’ll talk to you on Monday. Bye.
  • Many thanks for your time  today.
  • Thanks a lot for your support.

REACTING TO PROBLEMS

  • Could you say it again, please?
  • Could you spell that, please?
  • Could you speak slower/louder, please?

 

 

 

 

 

 

 

 

  

 

 

   

  

 

 

 

 

 

 

 

 

 

 

 

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