Date post: | 20-Jan-2015 |
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TELEPHONE SKILLS
Winning Telephone Techniques
TELEPHONE SKILLS
Your voice is your personality over the telephone
Phone Contacts
Communicating effectively on the telephone is a unique skill
Inflection
86% of the message is from your tone of voice
14% is grasped by the actual words
Tone of
Voice
Words
Evaluate your telephone voice
Your voice makes an immediate impression that can portray you as:
friendly or distant
confident or timid
spontaneous or mechanical
relaxed or nervous
Evaluate your telephone voice
Always smile when you speak to someone on the
phone - unless it is inappropriate
This might sound odd - but practice and listen to the difference in the tone of your voice if you are smiling.
Evaluate your telephone voice
Pitch your voice lower
Phones are like tape recorders –they make your voice sound higher pitched
Speak slightly slower than normal and pronounce your words clearly.
Evaluate your telephone voice
Be well prepared Practice by phoning someone you know –
who will give you honest feedback.
If necessary have a pre-arranged script.
Don’t waffle.
Evaluate your telephone voice
Listen
Carefully to what the other person is saying
Without interrupting
Evaluate your telephone voice
Take Notes
To ask questions after the other person has finished speaking
Evaluate your telephone voice
Location
Make sure you are somewhere quiet and where you will not be interrupted.
Evaluate your telephone voice
Don’t eat. Don’t smoke
you can hear it on the phone.
If you need a drink then let the other person know that –otherwise they will be surprised by suddenly hearing gulping noises!
Evaluate your telephone voice
Now that you have thought about how you present yourself over
the telephone, see how you can apply your new skills to job
searching…….
Different methods of telephone at job
There are three different methods of searching for a job using the telephone:
•Cold calling
•Job application
•Telephone interview
Cold calling
Getting through to the right person is sometimes difficult.
Remember to:• Always introduce yourself
• Be courteous and business like with everyone
• Be confident as if you have no doubt your call will reach its goal
Cold calling
Receptionists generally want to know who you are, what and who you want.
If you do not know the name of the person you want – ask for the appropriate manager
Try to get the persons name before you are transferred If your contact is not available ask when is a good time to call
back When you get through –ask if this is a good time to call/talk
(never say bad time as this can encourage a negative response)
Job application
Calling immediately in response to an advertised job is almost always a mistake
It is sensible to allow yourself some time to think through the process and decide exactly what you want to say
It is quite acceptable to make some notes before callingcontinued….
Job application
It is a good idea to make a list of the key points that you want to get across:
Make sure you know who you want to talk to
Have the name and reference of the job ready
If you are offered the option of calling for an informal chat then do so – (some companies use this initial contact as a way of evaluating potential employees)
Have questions prepared which are relevant to the advertised vacancy
continued….
Job application
Take time filling in the application form
Ask other people’s opinions before sending in the form
Keep a copy of the application form and take it with you to the interview
ask if you can refer to notes during the interview process
Telephone interview
Study the job description and person specification
This enables you to identify the company’s particular needs and helps demonstrate that you possess
the skills required to meet them
Telephone interview
Research the company
Products services, history and culture. Make a special effort to identify any areas where your skills
and experience may be of particular value
Telephone interview
Practice first
• Compile a list of probable questions and ask a friend to try them out on you over the phone
• Prepare answers carefully using key words from the job description and person specification
• Do not write out the answers in full as this will make you sound wooden and too scripted
Telephone interview
Match your accomplishments
Prepare a list matching the company’s stated requirements
Keep this list in front of you
Refer to it at every relevant opportunity
Telephone interview
Be prepared to give examples
Employers look for examples of successful use of:
•communication skills
•analytical skills
• teamwork
•drive and initiative
Telephone interview
Quantify your accomplishments
Interviewers are keen to hear about relevant challenges or problems you faced in the workplace
The specific actions you took and the measurable results achieved e.g increased sales by 35%
Telephone interview
Remember
To select a quiet place for the interview
To stand – this can make you sound more confident and helps project a positive and professional interview
To match your speaking rate and pitch to that of the interviewer to establish rapport
To make an effort to smile (in the right places!) to create a friendly and enthusiastic impression
Telephone interview
Impressions
Convey the impression that you are genuinely interested in the company and eager to make a contribution
Refer to appropriate information you discoveredabout the company during the course of your research
Respond appropriately to verbal or tonal clues.
If you don’t understand a question –say so and ask for clarification
Telephone interview
Answers
Provide well-developed, balanced and analytical answers
Avoid yes and no replies
Have an explanation for leaving your current or previous job – do not criticise your previous employer or colleagues.
Telephone interview
Questions
Prepare a few thoughtful questions to ask the interviewer when given the opportunity
Telephone interview
Finishing the call
At the end of the interview:
emphasise your interest in the job
emphasise your interest in the company
reiterate your qualifications
stress that you would welcome a face to face interview
Telephone interview
After the interview
Write a short thank you letter
TELEPHONE SKILLS
Thank you