Telephone communication skills

Telephone communication skills, we all know that in the workplace, it is inevitable to communicate with others by telephone, so it is very important to master the necessary telephone communication skills, which is related to whether the work can be carried out smoothly. Let's learn telephone communication skills together, hoping to help everyone.

Telephone communication skills 1 What is "telephone image"?

1 refers to the overall impression people leave on the caller and others present when using the telephone. Generally speaking, it is composed of attitude, expression, language, content and time when using the phone.

2. "Telephone image" plays an important role in interpersonal communication, and national civil servants should pay attention to maintaining their "telephone image" when using the telephone.

What principles should I follow when making a phone call?

1, "3-minute call principle";

(1) In general, the total time of each call is less than 3 minutes;

(2) When making a phone call, you should consciously simplify the content and try to be concise;

(3) This principle is required by civil servants in many countries as a system.

2. "The principle that the bell does not ring for three times".

Etiquette for calling and answering the phone?

Answer the phone after two rings. Don't delay. Pick up the receiver and say "hello" first. If the phone rings four times, you should say to the other party when you pick up the receiver, "I'm sorry for keeping you waiting", which is a polite expression and can eliminate the unhappiness of waiting. If the phone content is important, make a phone record, including company name, caller's name, conversation content, date, period, other party's phone number, etc.

Second, the opening remarks of the phone will directly affect the attitude and views of customers on you. Pay attention to using polite expressions when calling, such as "hello", "please", "thank you" and "thank you". When talking on the phone, be kind and clear, that is, don't put on airs and be charming.

Third, when making a phone call, politely ask, "Is it convenient to talk now?" ? Consider each other's time. Generally speaking, it is better to call home after dinner or in the afternoon on rest days, and it is better to call the office around 10 in the morning or after work in the afternoon, because these hours are more free and suitable for business talks.

4. When making a phone call or answering a phone call, don't talk to others if the other party doesn't leave, and don't put your hand behind the receiver to talk to others. If necessary, apologize to the other person and ask him to wait, or talk to him later.

When the person the other party is looking for is not here, don't send a message casually, so as not to cause unnecessary trouble. If necessary, you can write down his phone number and name so that you can call back.

Sixth, learn to talk to people. When we answer the phone, in order to show that we are listening to each other carefully, we should keep saying "OK, OK", "OK, OK" and so on. And be sure to use it well, otherwise it will be counterproductive. According to the identity, age, occasion and other specific circumstances of the other party, the coping style is different.

7. Politeness before hanging up should not be ignored. Before hanging up, saying "please give me more advice" and "excuse me in your busy schedule" will leave a good impression on the other party.

Eight, try not to make personal calls in the office, if you receive personal calls in the office, try to shorten the call time, so as not to affect others' work and damage their professional image.

What are the taboos of telephone etiquette?

I. Five Taboos

1, don't talk to female colleagues about people who work together.

2. Don't call to influence others to use the phone.

Don't chat on the computer and think others don't know.

Don't pretend that you don't understand the words omitted between colleagues in the office before.

5. Don't stick to your point of view too much. Nothing in the world is too absolute.

Second, the phone taboo

Telephone taboo is an important part of workplace etiquette taboo. In business communication, "hello, hello" or "who are you looking for" are not allowed to be used as "greetings" when answering the phone. In particular, it is not allowed to check each other's "accounts" rudely with one mouth and ask others "Who are you looking for", "Who are you" or "What can I do for you?"

In case the other party dials the wrong number or the line is connected, be polite and don't lose your temper and "play an attitude". In order to confirm whether the other party has dialed the wrong number, you should first report yourself as "home" and then tell them that the phone number is wrong. If the other person apologizes, he should respond politely with "Never mind", instead of telling others to "keep your eyes open next time" and "look carefully".

If possible, don't be afraid to ask the other person if he needs to check the phone number for him. If you really do this, you may even take the opportunity to promote the good image of this unit to treat people with courtesy.

Friends who work hard in the workplace must understand the taboos of workplace etiquette and learn how to avoid these problems skillfully. Only in this way can you avoid the embarrassing situation in the workplace and help to increase others' goodwill towards you, thus avoiding the embarrassment in the workplace.

What should I pay attention to when using mobile phones in public places?

(1) It's not advisable to speak loudly like nobody's watching. When the signal is not good, you can change the call location or use other communication methods, and you can't talk loudly;

(2) In venues, cinemas, theaters, concert halls, libraries, exhibition halls and other places that need to be kept quiet, actively turn off the machine or put it in a vibration mute state; If you receive a call, you should answer it in a place that does not interfere with others;

(3) Don't use your mobile phone while driving or flying. Don't use mobile phones at gas stations.

What are the etiquette requirements for sending and receiving text messages?

(1) When it is necessary to keep quiet in public places, or when communicating with people, modulate the message receiving prompt tone into silence or vibration;

(2) Don't view or edit short messages when talking with people;

(3) The text used in writing and sending short messages is standardized, accurate and clear-cut. It is best to leave a name at the back of the short message content to let the recipient know the sender;

(4) Do not edit and send illegal or unhealthy short messages, and do not forward uncertain information at will. You can advise or warn the sender to stop sending when you receive a bad message.

Telephone communication skills 2 1. When you hear the phone ring, if you are chewing something, don't answer it immediately; When you hear the phone ring, if you are laughing or arguing, be sure to wait until your mood is stable before answering the phone.

2. If both parties can't confirm each other's identity for a long time during the call, it will waste a lot of time and reduce communication efficiency.

How to report your name to the other party?

If you answer your own phone or the company's direct dial phone, just state your name and position.

If you answer the telephone of the company switchboard, give the name of the company, not your name and position.

If you receive a call from a department-through the switchboard, you only need to report the name of the department and your own name, not the company name. If you type directly, you need to report the company name in addition to the department name and your own name.

When you answer the phone, you should be energetic from the beginning.

When making a phone call, you should cooperate with body movements such as smiling and nodding.

Don't speak too loudly, and don't put the microphone too close or too far away from your mouth.

If you answer the phone, be sure to ask the customer if he needs to leave a message.

Answer the phone call that kept you waiting and apologize to the caller.

You were talking to the visitor when the phone came. You should tell him that someone is visiting and call him later.

When a friend calls at work, you should end the call briefly and quickly.

Never quarrel with the other party when you receive a complaint call.