The modern person gives to phone conversation huge amount of time. And it can occur not only at work, but also during various trips or in house conditions. However practice shows that not everyone knows how it is necessary to speak by phone. Without seeing the interlocutor and for the first time having heard him, it is possible to tell many unnecessary, offensive or unclear words. But if you pursue the aim to be well understood and to find trust at the interlocutor, you will be helped by speech etiquette of phone calls.
Rules of telephone etiquette
Quite often people whose activity is inevitably connected with phone conversations face various delusions. For example, such that time the interlocutor does not see them, it is possible to conduct a conversation in a free and easy form. However if you represent any company or the services as the individual, it is worth remembering that the image of the company directly depends on in what manner you will speak with the potential client. If in real life meet on clothes, then in communication by phone those clothes will just be your manner of a conversation. Your speech will allow to make a positive impression on the interlocutor or, on the contrary, will force it to refuse cooperation with you. So in what rules of business phone conversation consist?
The etiquette of telephone communication is a skill which is gained by constant trainings. On light there are not enough people who were by nature given ability to convince the interlocutor, being on different sides of one city, region, country and even abroad. And before you will pick up the phone for another conversation, learn to speak as it is demanded by telephone etiquette:
- Greeting. The nature of future conversation very strongly depends on how there will take place the procedure of a greeting. If called you, you should not assimilate at all to those who got used to greet phrases I listen or At the device. The best option will call the company and at once to be presented. If the client is called by you, also try to avoid a crown phrase with which practically all sin: Disturbs you such or You are disturbed by such company. Such words can adjust the person on a negative in advance. It is the best of all to be presented, call the company and to specify how to address the interlocutor and whether he has time for a conversation. Than you will be more often to call it by name to a middle name, especially the conversation will turn out confidential.
- After a greeting try to pass to a conversation subject at once. Only regular customers with whom for long time of communication there were already friendly relations can become an exception.
- Intonation and timbre of the speech. It is known that the tone of a voice has bigger impact on the person, than words. Your voice has to be deep, distinct and rather loud. On the other hand, the smile has to be the important rule at communication with the person on that end of a wire. Let your interlocutor will not see it, but he will surely feel friendly intonation which will lighten his mood and will send a conversation to the positive course.
- Speech speed. If you got used to speak quickly, then in phone call it is better to change tempo of speech with a slow, equal and steady voice. Fluent speech will make an impression that you are nervous or are not self-assured. It is also important to adapt to tempo of speech of the interlocutor.
- Politeness – one more pledge of the correct telephone etiquette. A phrase be so kind as, If you does not complicate, I thank you for the fact that could find time, will never be superfluous.
- If you are called by the aggressive or exacting client, it is important to listen to the interlocutor, to come with him into contact (to express the regret or to agree with his opinion) and to offer the plan of a way out. Such phrase can become an example of the response to aggressive attacks of the interlocutor: I to understanding your problem. Let's arrive as follows …. Your voice at the same time has to be resolute and sure.
- If calling asks your colleague who is absent, you should not tear off a conversation a phrase that there is no person on the place. Specify better on what question the interlocutor calls and what to transfer to absent. Perhaps, the client will specify where and when to call back to him.
- Finishing a conversation with the client, do not forget to say goodbye. Very often, having found necessary information, people just hang up. At the same time at the second interlocutor any desire to communicate with such person once again at once disappears.
- Do not apologize for the fact that took away time from the interlocutor. It you will adjust it on a thought that you really interfered with its affairs. It is the best of all to thank him for the fact that it for you allocated this time.
These are only some recommendations which are important for knowing to everyone who is anyway connected by bonds of telephone communication. It is not obligatory to learn them by heart. It is enough to treat the interlocutors the same as you belong to yourself.