Docstoc

Telephone Calls Message Form Sample

Document Sample
Telephone Calls Message Form Sample Powered By Docstoc
					TM – 18th cycle




                       Telephone
                         Skills

                  Linda Heun Yang
                OBJECTIVES

- Students will learn the telephone etiquettes.

- Effective telephone conversation as a caller and receiver.

- Use an effective approach to handle special telephone tasks
  like leaving a voicemail and taking messages.

- Use appropriate language during telephone conversations.
          Before Class…

• Have you ever had any difficulty or
  unpleasant conversation when you
  speak on the phone?
             Telephone Etiquette
•   Before picking up the phone, discontinue any other conversation or activity.
    (ex. eating, typing, talking, etc)

•   Speak clearly and distinctly in a pleasant tone of voice.

•   Do no use slang words or poor language. (Ex. Yeah, Uh-huh…)

•   Learn to listen actively and listen others without interrupting.

•   When you are away from your desk for more than a few minutes, forward your
    phone to voicemail.

•   Use the hold button when leaving a line so that the caller does not accidentally
    overhear conversations. Before you put them on hold, always ask the caller.
         Effective Telephone
       Conversation as a receiver
•   Answer your calls within three rings.

When you answer the phone an appropriate greeting are:

•   Begin with greeting
•   Announce your organization and your name
    (ex. Good morning, Samsung Electronic. Linda Yang speaking. )

Taking a message for your boss: see next slide

When you close the call you should:

•   Before hanging up, be sure that you have answered all the caller’s questions.
•   Always end with a pleasantry
    ex. “Have a nice day.” or “It was nice speaking with you.”
•   Let the caller put down the receiver first so they don’t feel you have cut them off.
    Telephone Message Form
•   Be prepared with pen and message
    form when you answer the phone.

•   Caller’s name (asking the caller for
    correct spelling) and company name.

•   Repeat the message to the caller.

•   Be sure to fill in the date and time.

•   Action to be taken (ex. Please call,
    will call back, urgent)

•   Phone number at which the caller
    can be reached
                  Making Calls
•   When you call someone and they answer the phone always
    announce yourself.

•   Do not say “Who am I speaking with?” without first
    identifying yourself: “This is _____. To whom am I
    speaking?”

•   Always know and state the purpose of the communication.

•   When you reach the wrong number, say sorry and then
    hang up.
Leaving a Message

        •   Speak Clearly and Slowly.

        •   Keep messages short and to
             the point.

        •   Do not leave critical message –
            you never know who will hear.

        •   Remember that you want to
            leave the person you calling
            with a good impression of you.
                Leaving a Message
1. Introduction – leave your name
   Formal: Hello, My name is Ken Beare.
   Informal: Hello, this is Ken


2. State the time of day and your reason for calling
  It’s ten in the morning. I’m calling (phoning, ringing) to find out if../
  to see if… / to let you know that…
3. Make a request
   Could you call (ring, telephone) me back? / Would you mind…?


4. Leave your telephone number
   My number is… / You can reach me at… / Call me at….

5. Finish
  Thanks a lot, bye.
  I’ll talk to you later, bye.
    Leaving a Message – Role Play
•   Students A – Telephone
    (Ring..Ring..Ring) Hello, This is Braun. I’m afraid I’m not in at the moment.
    Please leave a message after beep…(beep)


•   Student B
    You want to speak to Ms Braun about your account with her company, W&W.
    If Ms Braun isn’t in the office, leave the following information:

    - Your name
    - Telephone number: 347-8910
    - Calling about changing conditions of your contract with W&W
    - You can be reached until 5 o’clock at the above number. If Ms Braun calls
      after 5 o’clock, she should call 458-2416
    Use Appropriate Language
      What You Mean              Tell the Caller

"He is out."

“Who’s calling?

“Hang on. / Hold on"

"He hasn't come in yet."

“I can’t her you speak up!”

"He doesn't want to be
disturbed."

“I can’t help you. You’ll have
to speak to someone else.”
    Use Appropriate Language
     What You Mean                              Tell the Caller

"He is out."                  "He is not in the office at the moment.”

“Who’s calling?               “May I ask who is calling, please?"

“Hang on. / Hold on"          “May I put you on hold."

"He hasn't come in yet."      "I expect him shortly."

                              “I am having a little difficulty hearing you. Can
“I can’t her you speak up!”
                              you please speak up?"

"He doesn't want to be
                              "He is unavailable at the moment."
disturbed."

“I can’t help you. You’ll have “I need to transfer your call to ____ so that they
to speak to someone else.”     can answer your question. May I do so?"
   Role Play: Secretary
              Sample Conversation:

A= Secretary         B=Business Client                                             You are a secretary for the Stellar
A: Good Afternoon. Stellar Corporation.
                                                                                   Corporation. Your boss Mary
                                                                                   Jenkins is out so when business
B: Hello. Can you put me through to Mary Jenkins                                   clients call, take their message.
   please?
                                                              Client Name   Company    Tel#       Message       Wants to
A: I’m sorry. She’s at a meeting with a client.                                                                 Discuss

B: Do you know when she’ll be back?
                                                              Jack          Spectrum     314-     New ads are    Billing
                                                              Felspar       Printers   274-5464    finished      details
A: She should be back by 2:00.
   Would you like to leave a message for her?

B: Yes. Could you tell her the new ads are finished?

A: Certainly. Can I have your name please?

B: My name is Jack Felspar. That’s F-E-L-S-P-A-R.
   I’m with Spectrum Printers. And could you have
   her call me when she has a spare moment. I need
   to discuss the billing details.

A: Does she have your number?

B: I think so, but I better give it to you just to be sure.
    It’s 314-274-5464.

A: Alright, Mr. Felspar. I’ll have her call you when
   she gets a minute/she’s back in the office.

B: Thanks. I appreciate it. Have a nice day.

A: You too.
Secretary Role Cards
Secretaries should be given a role-card with information about their boss. The
information includes the boss’s whereabouts and her expected return time. When people
call asking for the boss, secretaries should convey the information in the card and take
a message.
                                    You work for the Stellar      You work for the Stellar
                                    Corporation. You are a        Corporation. You are a
                                    secretary. Your boss is       secretary. Your boss is
                                    Mary Jenkins. She is at a     Mary Jenkins. She is out
                                    meeting. She is expected      to lunch. She is expected
                                    back at 1:30.                 back at 1:00.




        You work for the Stellar    You work for the Stellar      You work for the Stellar
        Corporation. You are a      Corporation. You are a        Corporation. You are a
        secretary. Your boss is     secretary. Your boss is       secretary. Your boss is
        Mary Jenkins. She is on     Mary Jenkins. She is          Mary Jenkins. She is
        vacation. She is expected   talking to a client. She is   away on business. She is
        back next Monday.           expected back in about an     expected back tomorrow.
                                    hour.




        You work for the Stellar    You work for the Stellar      You work for the Stellar
        Corporation. You are a      Corporation. You are a        Corporation. You are a
        secretary. Your boss is     secretary. Your boss is       secretary. Your boss is
        Mary Jenkins. She is        Mary Jenkins. She just        Mary Jenkins. She is
        talking to the boss. She    stepped out. She is           away on maternity leave.
        is expected back in about   expected back in about 2      She is expected back at
        15 minutes.                 hours.                        the beginning of next
                                                                  month.
   Role Play: Client
              Sample Conversation:

A= Secretary         B=Business Client                                             You are a business client of the
A: Good Afternoon. Stellar Corporation.
                                                                                   Stellar Corporation. You want
                                                                                   to call a manager their, Mary
B: Hello. Can you put me through to Mary Jenkins                                   Jenkins, to let her know some
   please?
                                                                                   important information and to
A: I’m sorry. She’s at a meeting with a client.                                    discuss some details. If she is
B: Do you know when she’ll be back?
                                                                                   not there, leave a message
                                                                                   with her secretary.
A: She should be back by 2:00.
   Would you like to leave a message for her?                  Secretary’s Name    Mary Jenkins       Expected
                                                              (Classmate’s Name)   Location           Return
B: Yes. Could you tell her the new ads are finished?                                                  Time/Date

                                                                   Jiyoung             At a meeting        2:00
A: Certainly. Can I have your name please?                    (Classmate’s name)
B: My name is Jack Felspar. That’s F-E-L-S-P-A-R.
   I’m with Spectrum Printers. And could you have
   her call me when she has a spare moment. I need
   to discuss the billing details.

A: Does she have your number?

B: I think so, but I better give it to you just to be sure.
    It’s 314-274-5464.

A: Alright, Mr. Felspar. I’ll have her call you when
   she gets a minute/she’s back in the office.

B: Thanks. I appreciate it. Have a nice day.

A: You too.
Business Client                                You are Mike Berggson. You work             You are Tanya Griswold. You work for
Role Cards                                     for LJ computers. Your telephone            Krubb Interior Designs. Your
                                                                                           telephone number is 017-367-2190.
                                               number is 604-324-4321. You have
                                               to call Mary Jenkins from the               You have to call Mary Jenkins from
Business clients should be given a role-card                                               the Stellar Corporation and tell her
                                               Stellar Corporation and tell her
with information concerning a business                                                     that you have come up with an
transaction with Mary Jenkins, a manager       that her shipment of computers              estimate for the renovations. If she
at Stellar Corporation. The Role-card          has arrived. If she is not in, leave a      is not in, leave a message with the
contains the clients name, company,            message with the secretary. You             secretary. You want Mary to call you
telephone number, and important business       want Mary to call you so that you           so that you can discuss the color of
information that the clients want to convey    can discuss the delivery and                the walls and floor tiles.
 to Mary Jenkins.                              instalment schedule.




 You are Sara Voldemort. You work for          You are Felix Unger. You work for           You are Lisa Harada. You work for 1st
 Darkside Media. Your telephone                Upland Real Estate. Your telephone          International Bank. Your telephone
 number is 250-432-3456. You have to           number is 212-425-3994. You have to         number is 812-999-3344. You have to
 call Mary Jenkins from the Stellar            call Mary Jenkins from the Stellar          call Mary Jenkins from the Stellar
 Corporation and tell her that the             Corporation and tell her that you have      Corporation and tell her that her loan
 advertising campaign is ready to launch.      found a property she would be               application has been approved. If she
 If she is not in, leave a message with        interested in. If she is not in, leave a    is not in, leave a message with the
 the secretary. You want Mary to call          message with the secretary. You want        secretary. You want Mary to call you
 you so that you can discuss payment           Mary to call you so that you can            so that you can discuss the
 for services.                                 discuss an initial offer for the            repayment schedule.
                                               property.




 You are John Richter. You work for            You are Dana Walker. You work for           You are Jerry Flannegan. You work
 Wide-Eye Security. Your telephone             Jones and Baily Law Firm. Your              for Provincial Express Shipping. Your
 number is 204-323-4998. You have to           telephone number is 312-556-6655.           telephone number is 011-293-3425.
 call Mary Jenkins from the Stellar            You have to call Mary Jenkins from the      You have to call Mary Jenkins from
 Corporation and tell her that her             Stellar Corporation and tell her that       the Stellar Corporation and tell her
 cameras have arrived. If she is not in,       she won her court case. If she is not in,   shipment has been delivered. If she is
 leave a message with the secretary.           leave a message with the secretary.         not in, leave a message with the
 You want Mary to call you so that you         You want Mary to call you so that you       secretary. You want Mary to call you
 can discuss when she wants the                can discuss payment for services.           so that you can discuss future
 cameras installed.                                                                        shipments.
Rubric for the Role Plays


Observations: Did the student..                                      No   Yes

Answer the phone, begin with greeting, stating organization and
your name.
Speak clearly and in a pleasant tone of voice.

Use appropriate language .
Listen carefully to the caller/receiver.
Find the person the caller wants, direct the call to voice mail or
take a message.
Repeat back the information to make sure you recorded it
correctly.
Say “Goodbye” and wait for the caller to hang up the phone
before you hang up your receiver.


                                                  Score or Points
Additional Comments:
________________________________________________________________
________________________________________________________________
                       POP QUIZ
1. Telephone communication can represent the first impression a customer may
   have of an organization.

2. Try to answer phone calls in within five rings.

3. “Who is this?” is the proper way to inquire about a caller.

4. The single most important factor in leaving a voice mail message is ______.

5. If the caller wished to leave a message for an absent party, be sure to
   record the ___________.

6. You should not talk about personal issues on a business call until you have
   established a personal relationship with your business contact.

7. When taking a business phone call you should try to___________.

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:180
posted:8/16/2011
language:English
pages:18
Description: Telephone Calls Message Form Sample document sample