Telephone Skills
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This document provides tips for communicating effectively over the telephone. It discusses evaluating one's telephone voice, including speaking at a lower pitch and clearly. Tips are provided for cold calling, applying for jobs over the phone, and telephone interviews. For interviews, it recommends researching the company, practicing answers to common questions, and having examples and accomplishments quantified. The goal is to make a confident, professional impression over the phone.
Telephone Skills
- 2. TELEPHONE SKILLS Your voice is your personality over the telephone
- 3. Phone Contacts Communicating effectively on the telephone is a unique skill
- 4. Inflection 86% of the message is from your tone of voice 14% is grasped by the actual words Tone of Voice Words
- 5. 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
- 6. 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.
- 7. 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.
- 8. 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.
- 9. Evaluate your telephone voice Listen Carefully to what the other person is saying Without interrupting
- 10. Evaluate your telephone voice Take Notes To ask questions after the other person has finished speaking
- 11. Evaluate your telephone voice Location Make sure you are somewhere quiet and where you will not be interrupted.
- 12. 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!
- 13. 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…….
- 14. 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
- 15. 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
- 16. 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)
- 17. 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 calling continued….
- 18. 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….
- 19. 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
- 20. 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
- 21. 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
- 22. 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
- 23. 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
- 24. Telephone interview Be prepared to give examples Employers look for examples of successful use of: •communication skills •analytical skills •teamwork •drive and initiative
- 25. 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%
- 26. 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
- 27. 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 discovered about 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
- 28. 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.
- 29. Telephone interview Questions Prepare a few thoughtful questions to ask the interviewer when given the opportunity
- 30. 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
- 31. Telephone interview After the interview Write a short thank you letter