The document provides tips for effective telephone communication. It discusses using your name when answering calls, eliminating background noise, not keeping callers on hold too long, listening patiently, speaking directly and friendly, transferring calls properly by announcing who the call is being transferred to, leaving clear messages when returning calls, asking if it is a good time to call, thanking callers for their time, and addressing callers by name to make them feel important. The overall message is that telephone etiquette and communication skills are important for success in business and personal relationships.

1. Telephone Communication
YOUR BEHAVIOUR ON THE TELEPHONE CAN
DETERMINE A DEGREE OF SUCCESS IN BUSINESS,
AT WORK, OR IN PERSONAL RELATIONSHIPS.

2. How to Speak Effectively
 Use your first name when answering the phone, along
with a standard professional greeting.
 Eliminate background noise if possible.
 Try not to keep a caller on hold for a long time. If you
can't help right away, say you'll call back - then do so.
 Be patient and listen. Avoid providing an answer before
the caller is finished speaking.
 Be as direct and friendly as possible. The caller may be
busy.
 Try to sound genuinely interested in what the caller has
to say, and use the caller’s name whenever you can.
 Smile when you talk to people on the phone - it will show
up in your voice.
From http://www.ehow.com/how_2181_speak-effectively-telephone.html

3. Transferring Etiquette
When transferring a call to another extension:
 Tell the caller that the call will be transferred to
"name/department and extension."
 Ask the caller to make a note of the number for future
reference or in case the call gets disconnected during
transferring.
 Announce that a call is being transferred, so that the
person receiving the call knows that a transferred call is
on the way. This will ensure that the caller is being
transferred to the correct person/department and will get
the assistance necessary.
 For example, you could say, "Hi Maria, I'm transferring
Suzie because she is having problems with her phone"
instead of "transferring a call" and then hanging up.
From http://www.csudh.edu/infotech/telephones/Tips/transfer.shtml

4. How to Return a Call
 Leave brief, clear messages on answering systems, giving
your name, reason for the call and contact information.
Don't forget to leave your phone number, even if the
person has it, so there’s no need to look it up.
 Ask if this is a good time for you to be calling when you
reach someone. If not, ask when you can reach her again.
 Put off making business calls when you're too distracted
or tired to give it your all. Make those calls when they fit
in best with your schedule and demeanour.
 Avoid acting rushed, even if you are. If you're so stressed
that you can't handle the call well, let voice mail pick it
up until you've calmed down.
 Call often enough to follow up, but not so often that you
appear desperate for the business.
From http://www.ehow.com/how_2181_speak-effectively-telephone.html

5. How to End a Phone Call
End a call as quickly as possible with courtesy and etiquette :
 If the caller drifts to another topic, say, “Oh yes, but about..." and
mention the main topic.
 Say that you "don't want to take up too much of his time." This is a
polite, way of keeping a phone call on track.
 Ask closed-ended questions. Rather than asking what a good time to
meet is, ask, "Will 10 a.m. be a good time to meet?"
 Say "So, does this solve your problem with the expense report?," or "Is
there anything else I can include in this package for you?"
 Thank the caller for his time, or for calling (depending on who called).
 Say "I'll pull up that information and get a report to you by the end of
the day," to mean that everything is taken care of.
 Use a quick "Have a nice day" or "Thanks for calling" to end the call.
From http://www.ehow.com/how_6798582_end-business-phone-call-politely.html

6. Effective Phone Communication
 Address the caller by name: This makes the caller feel important.
 Avoid negative tone or language: Avoid words or phrases such as "I
can't, "I won't" or "you're wrong."
 Avoid implying that you won't or that the other party is wrong by the
tone of your voice. The caller can't see you; only your voice tone travels.
 Use a soft tone of voice; allow the caller to hear a smile. Speak like a
person who is eager to seek a solution to a problem.
 Take accurate messages: Record the name, phone number, the time of
the call, and purpose of the call.
 Ask: "What is the best way to get in touch with you?" and "What is the
best time to call?"
 Ask only important questions; do not ask questions that may be too
personal.
 Be ready to listen: Do not interrupt. Refrain from rushing or
pressuring the caller to finish n a certain amount of time.
From http://www.ehow.com/list_6907929_tips-effective-telephone-communication.html