Oral Communication: Telephone Calls BBS 2nd Year Business Communication

 

Telephone Calls

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Telephone communication plays a crucial role in both personal and professional settings due to its convenience, immediacy, and ability to connect people across long distances. In business, telephone communication allows for quick and efficient exchange of information, enabling timely decision-making and problem-solving. It also helps build relationships with clients, customers, and colleagues by providing a direct and personal means of communication. In personal life, telephone communication helps people stay connected with loved ones, particularly over long distances, fostering relationships and reducing feelings of isolation. Overall, telephone communication is an important tool for maintaining connections, facilitating collaboration, and enhancing productivity in various aspects of life.

A telephone call is a communication session between two or more parties conducted over a telephone network. It involves the transmission of audio signals between the parties, allowing them to have a real-time conversation. Telephone calls can be made using landline telephones, mobile phones, or internet-based communication services. They are used for various purposes, including personal conversations, business communication, emergency calls, and customer service inquiries. Telephone calls can be either voice calls or video calls, depending on the capabilities of the device and the network used.

Planning Effective Telephone Calls

Planning effective telephone calls involves several key steps to ensure clear communication and successful outcomes. Firstly, define the purpose of the call and identify the key points you need to communicate or discuss. Prepare any relevant information, documents, or questions in advance to stay focused during the call. Consider the timing of the call to ensure that it is convenient for both parties and allows enough time for a productive conversation. Practice active listening skills to fully understand the other party's perspective and respond appropriately. Finally, follow up after the call with any necessary actions or next steps to ensure that the outcomes of the call are implemented effectively. 

The following PASS framework is often used to guide business communicators in the planning of telephone calls.

a.    Purpose: When planning effective telephone calls, defining the purpose is paramount. Whether it's to inform, persuade, or resolve an issue, having a clear objective ensures that the conversation stays focused and productive. We outline the key points we need to communicate or discuss to achieve our goal. We prepare any necessary information, documents, or questions in advance to keep the conversation on track and avoid any unnecessary back-and-forth.

b.     Audience: Understanding the audience is crucial for effective telephone communication. So, we consider who we will be speaking to and fit our communication style and tone to suit their preferences and expectations. We take into account their background, knowledge level, and interests to ensure our message is relevant and engaging. We adjust our approach based on the relationship we have with the audience, whether it's formal or informal, to establish rapport and communicate effectively.

c.      Style: The style of communication we choose can greatly impact the success of our telephone call. We select a style that is appropriate for the purpose and audience, whether it's formal, professional, friendly, or assertive. We use clear and concise language to convey our message effectively and avoid misunderstandings. We practice active listening to understand the other party's perspective and respond empathetically. We get prepared to adapt our style based on the dynamics of the conversation and the feedback we receive from the other party.

d.     Structure: Structuring our telephone call effectively can help ensure that our message is conveyed clearly and that the conversation flows smoothly. We start by greeting the other party and introducing ourselves if necessary. We clearly state the purpose of the call and outline the key points or topics we need to discuss. We allow time for the other party to respond and ask questions. We also use transitions to move between topics and summarize key points to ensure understanding. Finally, we conclude the call by summarizing any decisions or actions that were agreed upon and thanking the other party for their time.

Telephone Call Structure

A telephone call typically follows a structured format, beginning with a greeting and introduction to establish rapport and clarify the purpose of the call. In the middle of the call, the main topics or issues are discussed, with opportunities for questions and discussion. Smooth transitions between topics help maintain the flow of the conversation. Finally, the call concludes with a summary of key points, any decisions made, and a thank you or closing statement to show appreciation for the conversation. This structure helps ensure that the call is organized, efficient, and effective in achieving its objectives. 

Therefore, a telephone call has three parts such as beginning, middle, and end which are briefly discussed below:

A.   Beginning: The beginning part of a telephone call includes making the call, answering the call, and leaving a message if the recipient is unavailable. When making a call, it's important to have a clear purpose and be prepared to communicate effectively. Answering a call involves greeting the caller, identifying ourselves, and listening actively to the reason for the call. If the recipient is unavailable, leaving a message should be concise and include our name, contact information, and the purpose of our call. These initial steps set the tone for the rest of the conversation and help ensure effective communication. The beginning part has also other sub-parts such as making a call, answering a call, and leaving a call:

a.      Making a Call: When making a call, it's important to have a clear purpose in mind. We begin by dialing the number and waiting for the recipient to answer. We introduce ourselves and state the reason for our call. We must be concise and respectful of the other person's time.

b.     Answering a Call: When answering a call, it's polite to greet the caller and identify ourselves. We listen actively to the caller's reason for calling and respond appropriately. If necessary, we ask for clarification or information to ensure we understand the purpose of the call.

c.      Leaving a Message: If the person we are calling is unavailable, we may need to leave a message. We clearly state our name, contact information, and the purpose of our call. We speak slowly and clearly and provide a brief message that conveys our request or reason for calling.

B.    Middle: The middle part of a telephone call is where the main discussion takes place. This is the time to exchange information, ask questions, and engage in conversation with the other party. It's important to stay focused on the purpose of the call and avoid going off-topic. We listen actively to the other party's responses and provide thoughtful replies. We use this time to address any issues or concerns, clarify information, and work toward a resolution if needed. The middle part of the call sets the stage for the conclusion and helps ensure that both parties achieve their objectives for the conversation.

a.      Making a Call: Making a call involves picking up the phone, dialing the recipient's phone number, and waiting for them to answer. Once they answer, we introduce ourselves and state the purpose of our call clearly and concisely. It's important to be prepared with any information or questions we may need to discuss during the call.

b.    Answering a Call: Answering a call requires us to pick up the phone when it rings and say hello or another greeting. We listen attentively to the caller's introduction and reason for calling. We respond politely and professionally, providing any information or assistance the caller may need. If we are unable to take the call, we consider letting it go to voicemail or using a call forwarding service.

c.      Leaving a Message: If we need to leave a message, we speak clearly and slowly, stating our name and contact information at the beginning of the message. We clearly state the purpose of our call and any relevant details. We provide a convenient time for the recipient to return our call, if possible. We end the message with a polite closing, such as "Thank you" or "I look forward to hearing from you."

C.    End: The end part of a telephone call involves summarizing the key points discussed, confirming any decisions or actions to be taken, and expressing gratitude for the conversation. It's also a good time to exchange pleasantries, such as wishing the other party a good day or thanking them for their time. End the call on a positive note, ensuring that both parties are clear on the next steps and expressing appreciation for the conversation.

a.      Making a call: We say thank you for the help and make sure we know the name of the caller so that we can call later if required.

b.     Answering a call: We exchange parting appreciation and confirm the caller’s name and number.

c.      Leaving a message: We end the call courteously and make sure we have left all the information accurately; otherwise, the person we call will not be able to contact us back.

Telephone Etiquette

Telephone etiquette refers to the set of rules and guidelines that govern polite behavior when using the telephone. It includes aspects such as answering and making calls politely, speaking clearly and professionally, listening attentively, and respecting the other party's time and privacy. Telephone etiquette also involves being mindful of your tone of voice, using appropriate language, and being considerate of cultural differences. Following telephone etiquette helps ensure effective communication and positive interactions when using the telephone for personal or business purposes. 

The following is a list of desirable manners that we should follow during a telephone conversation:

a.     Observing Appropriate Timing: This involves being mindful of the time when making or receiving calls. We avoid calling early in the morning, late at night, or during meal times, as it may inconvenience the other party.

b.     Avoiding Eating and Side-Talking: we focus solely on the conversation without engaging in distracting activities like eating or side-talking, which can be perceived as disrespectful or unprofessional.

c.      Responding Immediately: We respond promptly to incoming calls or messages to show respect for the caller's time and indicate attentiveness to their needs or concerns.

d.     Speaking Clearly: We speak clearly and at a moderate pace to ensure that the other party can understand us easily, reducing the need for repetition or clarification.

e.      Introducing Immediately: While answering a call, we introduce ourselves immediately to let the caller know they have reached the intended recipient and to establish a professional tone for the conversation.

f.       Being Sensitive to the Tone of Voice: We pay attention to our tone of voice as it can convey our attitude and emotions effectively. We aim for a pleasant and respectful tone to create a positive impression.

g.     Listening Actively: We practice active listening by paying attention to the caller's words, asking clarifying questions, and providing appropriate responses to demonstrate understanding and engagement.

h.     Not Ending a Conversation Abruptly: We avoid ending a conversation abruptly as it can be perceived as rude or dismissive. Instead, we take the time to conclude the conversation politely and respectfully, allowing for a natural conclusion.

 

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