2.2 Effective Telephonic Interaction Requires Professional Behaviour.
2.2 Effective telephonic interaction requires professional behaviour. List at least five things that you can do to behave in a professional manner during a telephone or conference call.
Answer
• Be polite and respectful when speaking
• Listen carefully to what the person on the other end is saying or asking
• Apologise if you had to put the person on hold for a while or made them wait.
• Ask if it is a convenient time to talk especially if you are calling them on their cell phone or at work.
• Don’t leave the phone to ring – if on another call ask if you can put them on hold and then take/answer the next call, it could be a simple matter of transferring the second call straight away whereas your first caller could be your remote IT department needing you to run a program or check from …show more content…
Know how to effectively bring across the message you are trying to deliver.
2) You need to know who will be affected by your communication: determine how many individuals (externally or internally) will be reading what you have written e.g. an advert for a job opening in a company – will this be advertised only within the company or will this be an externally advertised position.
3) You should know the context: know what it involves, where it came from, why the communication needs to be written and not verbal.
4) You should know the purpose of your communication: are you wanting to motivate, is the written communication to inform of something or is it to influence what is happening.
5) You need to consider your register or style of writing: is this a serious matter such as water wastage when there are water restrictions in the country.
6) You should choose the appropriate type of communication: writing or design of an eye-catching poster regarding how important it is to save water and address the water wastage in a company instead of sending an e-mail which people won’t read if they do not have e-mail
Answer
• Be polite and respectful when speaking
• Listen carefully to what the person on the other end is saying or asking
• Apologise if you had to put the person on hold for a while or made them wait.
• Ask if it is a convenient time to talk especially if you are calling them on their cell phone or at work.
• Don’t leave the phone to ring – if on another call ask if you can put them on hold and then take/answer the next call, it could be a simple matter of transferring the second call straight away whereas your first caller could be your remote IT department needing you to run a program or check from …show more content…
Know how to effectively bring across the message you are trying to deliver.
2) You need to know who will be affected by your communication: determine how many individuals (externally or internally) will be reading what you have written e.g. an advert for a job opening in a company – will this be advertised only within the company or will this be an externally advertised position.
3) You should know the context: know what it involves, where it came from, why the communication needs to be written and not verbal.
4) You should know the purpose of your communication: are you wanting to motivate, is the written communication to inform of something or is it to influence what is happening.
5) You need to consider your register or style of writing: is this a serious matter such as water wastage when there are water restrictions in the country.
6) You should choose the appropriate type of communication: writing or design of an eye-catching poster regarding how important it is to save water and address the water wastage in a company instead of sending an e-mail which people won’t read if they do not have e-mail