Telephone Techniques Telephone TechniquesThe first 15 seconds of any telephone call are crucial. One key to success is knowing how to make your voice convey a professional tone. Some suggestions:
• Use your natural voice pitch. Unconsciously "switching" your voice to create another image is not only artificial, but harmful to your voice over time.
• Sit up straight. When answering and speaking on the telephone, sit up straight. It creates a more alert tone in your voice and makes you speak more clearly.
• Notice the responses of your callers. Do people often misunderstand your name or ask you to repeat yourself? Do they hesitate when you expect them to speak? Chances are they may not be able to hear or understand you well.
• Listen actively. Let the person on the other end know you're listening. Use responses such as "Yes," "I understand," and "Certainly".
An article in "Communications Briefings" provided the above information.
Answering Phrase
Review the statement you use when you answer your telephone at Drake. Make sure you use a professional tone of voice and state your department and your name. Do not answer a telephone at Drake with only "Hello". This answering phrase is appropriate for a residence, not a business.
Links
Telephone Techniques in the Workplace
Telephone Techniques for the Home Business
