About telephone communication etiquette

When we call someone, as soon as we get through, we can hear the other person’s friendly and beautiful greeting, and we will feel very happy, so that the conversation between the two parties can start smoothly, and they will have a better relationship with each other. impression. Just paying a little attention to your behavior on the phone can leave a completely different impression on the other person. Below is the telephone communication etiquette I have compiled for you. I hope it can help you!

About telephone communication etiquette

1. Basic telephone communication etiquette

Ring twice, answer quickly, say hello first, and then give your name.

Have correct posture, speak with a smile, speak in a slightly higher tone, and enunciate clearly.

Listen carefully, respond politely, speak concisely, and keep the wait short.

The ceremony is over, hang it up and put it down gently.

2. Analysis of key points in telephone communication

1. Answer the phone when it rings for the second time

2. Hold the receiver in your left hand and have a notepad ready in your right hand

3. Pay attention to body posture to ensure clear voice

4. The first sentence when answering the phone: Hello, this is XXX, I am XXX. ?!

5. When transferring, pay attention to the statement: ?Please wait a moment, I will transfer you?!

6. Do not call people or ask questions when the other party can hear When the other party calls and needs to find information, it is best to make sure that the other party ends the call first and then replies later. Avoid waiting on the phone for too long.

7. If the other party dials the wrong number, avoid scolding the other party. You should politely inform the other party of the wrong number and end the call.

8. Try to avoid boring expressions and tone of voice.

9. When you are on a call, if you encounter a visitor, in principle, you should first entertain the waiting guests. If the call content is very important and you cannot hang up immediately, you should cover the phone and gently tell the guest to wait, and call as soon as possible. End the current call (depending on the situation, first priority, last priority).

10. When answering the phone, keep an appropriate distance from the microphone and speak at a moderate volume. The mouth contains nothing. Apologize if you are delayed because of an emergency or because you are on another call.

11. When you cannot hear clearly what the other party is saying, do not hesitate to tell the other party the situation immediately.

12. Don’t be silent when listening to the other party, otherwise the other party will think that you are not listening or are not interested. When the other party explains, he should respond with: "Well?" to show that he is focusing on the current topic.

13. When ending communication, you should say "goodbye" and wait for the other party to hang up before hanging up.

14. Don’t talk about personal matters or make small talk on the phone while at work.

15. When leaving a message or conveying information to the other party, you need to confirm the name, number, date, time, location, etc. repeatedly to avoid unnecessary information errors

3. Telephone Commonly used communication phrases

1. Hello! Who are you looking for?

2. What can I do for you? Can I help you?

3. What is your surname?

4. Sorry, I don’t know much about this matter

5. Let me take a look at it again. Sorry, he hasn’t come back yet. You can leave a message ?

6. Sorry, please wait

7. Thank you, goodbye.

How to manage your emotions during telephone communication

1. Be the master of your emotions

People who are good at controlling and managing their own emotions can eliminate the negative effects of emotions. , Maximize the development of positive emotional efficacy. This ability is very necessary for anyone. People who are good at managing their emotions will be more popular in the workplace and more likely to succeed in their careers. If you want to achieve career success in Jucheng, you must learn how to regulate your emotions so that you can eliminate negative emotions and develop positive emotions in a timely manner. Here are six methods:

(1) Anger control techniques. When you encounter something that makes you angry, first think about whether the anger is justified, secondly, what are the consequences of being angry, and then think about whether there are other ways to replace the anger. By thinking this way, you can become calm and emotionally stable.

(2) Pleasure technique.

There are three specific ways to strive to increase positive emotions: first, make more friends and have fun in group interactions; second, set multiple small goals, which are easy to achieve, and each realization can bring pleasant satisfaction; third, learn dialectical thinking, It can make people deal with setbacks and failures calmly. Always remind yourself: not all customers are reasonable, and if they were, the world would be no fun.

(3) Helping others. Doing more good deeds can not only bring happiness to others, but also make yourself feel at ease, calm and have a better sense of security.

(4) Catharsis. When you encounter something unsatisfactory or unpleasant, you can vent your unpleasant emotions by doing exercise, reading novels, listening to music, watching movies, talking to friends, or you can also cry. Take inviting a customer as an example. The customer promised to come to attend the seminar, but failed to come in the end, which made him very disappointed. If we call the customer at this time to express our dissatisfaction and say that he is not trustworthy, the result of this may be that Our emotions can be vented, but the result of this may be that the customer will never participate in the seminar, and all the previous efforts will be in vain. However, this result is not what we want. If we change our thinking mode, If you take different actions, the results will be different. Maybe there is indeed an emergency. As the boss of the company, there may be emergencies that need to be solved in time every day. Maybe the customer does not know us well. Of course, sending a text message to the customer in good faith to remind him is a good way.

(5) Transfer technique. When one need is blocked or frustrated, it can be compensated by satisfying another need. You can also divert your emotions by distracting your attention and changing the environment. Think about the joy of the moment when you are about to see your family after get off work, and tell yourself that if you are born unable to bear such small grievances, how can you achieve big things? Think about how much progress you have made today.

(6) Relaxation technique. When you are in a bad mood, you can relax your whole body step by step from top to bottom, or use self-hypnosis, self-massage and other methods to put yourself into a relaxed state, then smile and imagine the pleasant situations you have experienced to eliminate bad emotions. It's a good idea to drink a glass of water, call a good friend, or read a joke.