PRESENTED BY
PANCHAMI ARAVINDAKSHAN(13)
SHINOJ CLEETUS(33)
SURYA RAJEEV(08)
MBA TT, SMS

 Introduction
 Etiquette
 Manners
 Social v/s business etiquette
 Telephone etiquette
 Tips for telephone etiquette
 Do’s and don’ts
 Emerging trends
 Conclusion
 References

Phone is an important instrument in daily
business.
 Part of doing business means doing business
over the phone.
 Etiquette is an essential element of every
aspect of business communication.

 Etiquette is a code of behavior that delineates
expectations for social behavior according to
contemporary conventional norms within a society,
social class or group.
 The customary code of polite behavior in society
or among members of a particular profession or
group.

 The socially correct way of acting; etiquette.
 The prevailing customs, social conduct, and norms
of a specific society, period, or group, especially as
the subject of a literary work.

 SOCIAL ETIQUETTE : Social etiquette is
important for an individual as it teaches him how
to behave in the society.
 BUSINESS ETIQUETTE : Business Etiquette
includes ways to conduct a certain business. Don’t
ever cheat customers. It is simply unethical.

 Telephone Etiquette just means etiquette on the
telephone.
 TELEPHONE ETIQUETTE- It is essential to learn
how one should interact with the other person over
the phone. Telephone etiquette refers to the way an
individual should speak on the phone. Never put
the other person on long holds. Make sure you
greet the other person. Take care of your pitch and
tone.

1. Mobile phones
 Portable and handy
 Pay-as-you-use
 Stay connected always
 Advanced technologies and facilities
 Usually single ownership
 Radiation
 Range limitations of service providers.

2. Land phones
 Not portable
 Rent based
 Need not always be used by single person
 No hazards

1. Before the call
 Know the name of the person you want to reach
and how to pronounce it.
 Organize what you want to say before dialing.
 Choose the right time to call
 Check the number
 Avoid interruptions

2. During the call
 Greet, Introduce your self
 Use simple language
 Ask the caller if it is convenient to talk.
 Be courteous and put a smile in your voice
 Take notes and check them
 Ask questions
 Obtain feed back
 End the call politely

3. After the call
 Make notes
 Take notes

 Answer the call promptly
 Identify yourself immediately
 Be polite and listen carefully
 Focus on the caller by giving the person your
complete attention.
 Speak clearly and respond appropriately
 Maintain a positive attitude
 Take accurate messages
 Transfer calls efficiently
 Screen calls politely
 End calls politely

 Ask permission before placing a caller on hold
 Offer to call back if unwilling to wait
 Return to the line periodically.
 Ask callers if they want to continue holding.
 Indicate how long the delay could be.
 Offer to call the person back if the wait will be long.
 Never leave a caller on hold for longer than one minute
 Be courteous and professional.
 Apologize for having the caller wait when placed on
hold.

 Transfer calls only if you are unable to help the caller.
 Correct transfer of a call requires the one who answers
the telephone to get adequate information for correct
referral.
 Ask permission to transfer calls.
 Be sure you are transferring the caller to the proper
person or department.
 If the caller complains about being transferred, suggest
having the call returned instead.
 Give the new party any helpful information before
completing the transfer
 Never transfer a caller more than two times.

 Talk in the past tense and use “closing” phrases
(i.e., “I’m really glad you called” or “I’m glad we
resolved this concern”).
 State the action you will take
 Spell out follow-up action, including time
frames/deadlines.
 Thank them for calling and say “Good-bye” not
“bye-bye.

 Smile
 Speak Clearly and Concisely.
 Be Enthusiastic.
 Lower the Pitch of your Voice.
 Talk in a Positive Mood.
 Listen/Discuss

 Frown
 Mutter
 Sound Tired
 Speak in a Shrill Voice
 Speak Negatively
 Ramble

4G
4G is the fourth generation of mobile phone
mobile communication technology standards. It
is a successor to the third generation(3G)
standards.
 A 4G system provides mobile ultra-broadband
Internet access, for example to laptops
with USB wireless modems, to smart phones,
and to other mobile devices

Wi-Fi is the Way to Go
 Mobile devices that offer Wi-Fi capabilities are all
the rage now, and reports have shown that 61% of
American homes now have a Wi-Fi network.
 It is predicted that 800 million households
worldwide will have Wi-Fi access by 2016.
 Tablet and Smartphone users are consuming more
data on-the-go than ever before, and Wi-Fi appears
to be a viable opponent to carrier networks.

Rise of Texting (Sort of)
 Traditional texting, the kind where you use your
mobile carrier’s network, has, according to one
report, actually seen a small dip in the third quarter
of this past year.
 This may be because Smartphone owners are
using social networks and switching to internet-based
messaging apps, like Vonage Mobile, to
avoid their carrier’s charges for texts sent or
received.

 Telephone is necessary for a business organization.
 Effective use of telephone can be made only by
following the telephone etiquette.
 One must be polite , service-minded and
informative on telephone.

 Business Communication by K K Sinha
 Business communication today by Courtland L Bovee
,John V Thill ,Abha Chatterjee.
 www.wikipedia.com
 www.managementstudyguide.com

THANK YOU