商务电话礼仪 Business Phone Etiquette.ppt

Business Phone Etiquette The Telephone and You Provide helpful hints and proven techniques Part of doing business means doing business over the phone Phone is an important instrument in daily business Ways to Sound as Good as You Really Are! Alertness Show that you are wide-awake, ready to engage in a conversation Pleasantness Put a smile in your voice ? Naturalness Use, simple, straightforward lang.; avoid technical terms/slang Distinctiveness Speaks directly into the phone; Use a normal tone of voice, the louder you are, the louder everyone else becomes Expressiveness Talk at a moderate rate and volume, but vary your voice tone Don’ts Frown ? Mutter Sound Tired Speak in a Shrill Voice Speak Negatively Ramble Do’s Smile ? (they really can hear it!) Speak Clearly and Concisely Be Enthusiastic Lower the Pitch of your Voice Talk in a Positive Mood Listen/Discuss Mental P.I.C.T.U.R.E. P – itch High or low? Low carries better and is also more pleasant I – nflection Use voice to express ideas or moods Don’t talk in a monotone The voice naturally rises on a questions or inquiry Voices fall at a “period,” decision or completion Mental P.I.C.T.U.R.E. C – ourtesy Common, everyday applies the same as face-to-face conversation T – one Many times it is not what you say, but how you say it Voice should reflect sincerity, pleasantness, confidence, and interest Mental P.I.C.T.U.R.E. U – nderstanding Avoid talking with anything in your mouth (gum, pencil) R – ate Rate of speech should be adapted to personality of contact “Fast talkers” can arouse suspicion “Slow talkers” can be irritating E – nunciate Clear enunciation will help avoid misunderstanding and need to repeat yourself Keys to Good Listening Limit your talking Can’t talk and listen at the same time Don’t Interrupt A pause doesn’t always mean the individual is finished speaking Concentrate Focus on the conversation. Practice shutting out outside distractions and personal concerns Keys to Good Listening Take Notes