The telephone is perhaps one of the most helpful inventions of the eighteenth century. Though technology has advanced over the years, making way for e-mails and chats; for most of us, telephonic communication continues to be the most convenient way of making a conversation. However, when you're speaking over the phone, there are certain barriers that come in the way which also need to be taken into consideration. These are some basic manners that everyone in Business should follow because what you say represents you, your organization and your ideas. All of these deserve to be portrayed in the best possible manner. There are certain thumb rules that we go by in Business. As a fun activity, a group of you could do a role play for learning this.

1. Telephonic Etiquette

2. What are Etiquette?
• Etiquette refers to good manners.
• An individual must behave well in public to gain respect and
appreciation from others.
• It is essential to behave in a socially acceptable way.

3. Telephone Etiquette
• An individual needs to follow a set of rules and regulations while
interacting with the other person over the telephone.
• Creating an impression of our personality, education, family
background .
• It will create a “PICTURE” into the mind of another person.

5. Importance:
• First Impression:it can only takes seconds to decide if they like you or
not.
• It can potentially make or break a business relationship.
• What you say (verbal communication) and how you say it (nonverbal
communication) are critical because the caller cannot see your facial
expression or body language- which carry a lot of information about
your confidence, competence, and sincerity.

6. • Why it is important , we hire receptionist , secretary or administrative
assistant that has to know how to present well over the phone?

11. Tips to keep in mind:
• Greeting: begin the call with appropriate greeting like good morning /
afternoon depending on time.
• Be polite : A polite word or two always helps in bringing warmth into
the conversation .
• Clarity : Always use a clear , crisp and simple language , including the
old 7C's of communication .
• Purpose : Before making a phone call , be sure of the purpose of the
call.

12. • Find some quiet place : Communicating over the telephone is much
more effective when both parties can hear each other clearly without
background noise.
• Be enthusistic : enthusiastic about the chance to speak with the
caller. Adults pay more attention to the tone of your voice than they
do to the words you use.
• Summarise : There are various benefits of summarising and
paraphrasing, it helps you to reaffirm what was discussed during the
phone call.

13. Dont's
• Do not eat or drink while you are on telephone duty.
• Do not use filler : um or ah
• Never snap back or act rude to the caller .
• Never leave the person o hold for more than a few secounds (not
more than 30 sec) or they may become upset and hang up.

14. Usage of language
• Speak in a normal way but in an effictive manner.
• Words delivered should be clear and understood to the caller .
• Offer assistance : “How May I Help You?”
• Identify Yourself: ” Aman speaking “ , “pooja speaking”.

15. • Take time to speak clearly and slowly and in a cheerful manner .
• If you have tendency to speak loud or shout , avoid doing so on the
telephone.
• Taking care of customers over the telephone and making them fell
well informed and appreciated is essential.
• The ability to listen is a problem in general but it is very important to
listen to what the caller has to say .

16. The tone plays a very important role as the guest cannot see you .Your voice sets up the
perception in the Guest's mind.
Ussage of tone

17. Challanges
1. Handling rude or impatient callers :
-Stay calm and try to remain polite.
-Try to think like the caller and focus to resolve their problems .
2. If you are in a non supervisory position :
If the caller needs to speak to another person or department ,transfer
the caller directly to the desired person's extension rather than the
operator.

18. 3.Wrong number :
When you reach a wrong number, don't argue with the person who
answered the call or keep them on the line. Say: "I'm sorry, I must have
the wrong number. Please excuse the interruption." And then hang up.
4. Important Messages :
Be prepared with pen and message slip when you answer the phone.