Soc Sci 11: Lesson 4

Telephone Etiquette

“It’s not what you say. It’s how you say it.”

Activity:

1. Pass the Message

How does the final message differ from the original?

Are there any similarities? Why isn't the message the same anymore?

2. Tong Tong

3. Call Simulation

A. What is Communication?  ______________________________________________

B. What are the Barriers to Communication?

1. _______________________________________________
2. _________________________________________________
3. _________________________________________________
4. ________________________________________________
5. __________________________________________________

C. Telephone contacts (Ear to Ear) VS face-to-face contacts

1.Element of surprise. In most cases, you do not have time to review a file or computer record before taking a phone call.  (If you initiate the call, you have more control.)

2. As the worker, you are invisible to the caller, making it easier for the caller to become abusive or hostile.  It also makes it more difficult for you to diffuse the caller’s anger.
3. It is more important for you to pay attention when working with a caller.  It is easier to be distracted when you are on the phone by other cases on your desk, activities in cubicles around you, etc., when the customer is not sitting in front of you.

D. The Art of Inflection

          Tips To Improve Your Inflection

a. Smile when talking on the phone. 
Smiling is good physiologically.  When you smile, the soft palate at the back of your mouth raises and makes the sound waves more fluid.  Smiling helps your voice sound friendly, warm, and receptive.

b. Practice stressing words.

Be aware of how stressing certain words changes the feeling of what you are saying.

c.  Breathe (deep, long, and slow).

The inflection of your voice can be greatly improved by learning to take long, slow, deep breaths.  By being aware of your breathing, you can slow it down, thereby relaxing your vocal cords, bringing down your pitch, and creating a calmer tone of voice.

d.Exaggerate your tone.

E. The International Radiotelephony Spelling Alphabet

F. How To's

1.    How to start and end a conversation (hello and goodbye)

-make the person feel welcome and at ease           

2.    How to leave a voicemail message

3.    How to deal with telephone problems

When you have dialed the wrong number, say Sorry. It sounds almost as good as hello.

4.    How to make a follow-up call

5.    How to take and leave a message

If the call is not for you, offer to take a message

6.    How to use a mobile phone (call and text) 

Texting-brief transmission of facts

Places where people should not be seen using their mobile phone:

1.____
2._____
3._______
4._______

Top Ten Rules of Text Message Etiquette:

1.    The Golden Rule: Do not call in response to a text message.
2.    The Rule of Response. Always repond. (but phone should work for the caller’s convenience)
3.    The Two Day Rule. If it take syou two days to get back to me, I technically have two days to get back to you.
4.    The Too Quick Rule; If it takes me two days to respond to you, don’t respond immediately
5.    The 2 Text Rule If you text someone two times and they don’t respond to you, they don’t want to talk to you.
6.    The Don’t Leave Me hanging Rule. DO not text me first if you’re not willing to continue the conversation
7.    The Rule of Dismissal. Don’t ignore a call and then text a person.
8.    The Rule of Disproportionate Letters Never respond with a K.
9.    THE IRONIC RULE DON’T TEXT IN ALL CAPS IT SEEMS LIKE YOU ARE ANGRY 
10. The L O L Rule

 

 The HA Scale
1. 1 Ha

2. 2 Ha’s

3. 3 or more Ha’s

7.    How to take a fax

8.    How to request for someone

9.    How to handle irate calls

10. How to videocall/videoconference

11. How to handle automated calls                      

References: