Spoken communication Skills/ Telephonic Communication Skills/ Communication Skills

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    12-Apr-2017

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  • Prepared By:

    Mr. Japan M Shah

    B.Com, LL.B, MBA, CS Inter

    www.jmsadvisory.in

  • Out of the 4 skills of Communication,

    Speaking is an important skill

    Every manager, employee, team player,

    entrepreneur, businessman, everyone should

    be well equipped with this skill

    Most of the communication is done by

    Speaking only..

    It is always said, Bolne se hi baat Banti

    hai

    Spoken Communication/Mr. Japan M Shah/www.jmsadvisory.in

  • The spoken communication is the primary as

    well as the easiest way of communication

    One can best persuade and individual, share

    knowledge, give information with the help of

    Spoken Communication

    It is also the only form of communication

    that can be done with each level of people

    Spoken Communication/Mr. Japan M

    Shah/www.jmsadvisory.in

  • Inter personal & Intrapersonal Communication

    Perception and Attitude (towards individual, topic, subject, receiver)

    Level of Knowledge and Understanding

    Environment & Constrains

    Body Language

    Paralanguage

    Emotional Quotient

    Manners and Etiquette

    Tools for Communication

    Spoken Communication/Mr. Japan M

    Shah/www.jmsadvisory.in

  • Telephone

    Tele Conferencing

    Video Conference

    Internet Web Conference

    VOIP-Voice over Internet Protocol

    Ancient methods of Telepathy, etc.

    Spoken Communication/Mr. Japan M

    Shah/www.jmsadvisory.in

  • Most of the spoken communication can start

    on phone i.e. Telephone

    So it is very important to learn the telephone

    skills properly

    The manner and the way we talk to people

    on phone can be termed as Telephone

    Etiquette

    Spoken Communication/Mr. Japan M

    Shah/www.jmsadvisory.in

  • Most of the initial conversation is on phone

    The first impression on the call has to be

    good

    The basis screening even in Interview process

    is a Telephonic Interview

    Very important when doing business with a

    out state client

    It describes your courtesy and politeness

    Spoken Communication/Mr. Japan M

    Shah/www.jmsadvisory.in

  • Types of Calls- Incoming and Outgoing/

    Inbound and Outbound

    Parties in Calls- Caller/ Receiver

    Objective- Information/ Persuade/ Give

    Knowledge/ Update

    Opening of Call

    Conversation

    Closing of Call

    Voice Message.

    Spoken Communication/Mr. Japan M

    Shah/www.jmsadvisory.in

  • Pick up the Phone Promptly, within 2-3 rings

    Always SMILE

    Have a decent caller tune

    Always introduce yourself-Start with a greeting (Good Morning, Japan Speaking)

    If the caller is unknown, learn about his identity (May I know who is calling, May I know who is on the call, etc) Do not be arrogant.

    Always be humble in answering

    Listen to the caller carefully (use the skills of an effective listener)

    Ask politely , if u have not understood the speakers message

    Always name the speaker with correct pronunciation

    Even if the caller is having an harsh tone, u must remain patient

    If u are busy, then please inform the caller that u will call back, confirm the contact details

    Thank the caller @ the end of the conversation

    Spoken Communication/Mr. Japan M Shah/www.jmsadvisory.in

  • Do not eat, chew, drink or smoke while u talk on telephone

    Never interrupt the caller

    If u cannot pick up the phone , send a message stating that u will give a callback.

    Do not play with any object while communication

    Do not give false facts, if not aware about something

    Do not talk while travelling in Bus/Train/Air

    Always avoid conversation while Driving

    Never lose temper over the phone

    Never jump to conclusions

    Allow the other to speak

    Let the person complete what they want to speak

    Never talk on phone while watching Movies, listening to music

    Spoken Communication/Mr. Japan M

    Shah/www.jmsadvisory.in

  • Pre-Call Preparation

    While calling

    Post-Call Preparation

    There can be two kinds of Outgoing calls-A.

    Scheduled Calls and B. Unscheduled Calls

    One must be have enough preparation in

    both the situations

    Spoken Communication/Mr. Japan M

    Shah/www.jmsadvisory.in

  • Plan in Advance

    Get the correct details of the person you are calling

    Prepare a Script

    Learn the Person whom u are supposed to call

    Be prepared with a piece of paper and a pen/pencil

    Be prepared with the information one wants to communicate

    Make sure ur phone has enough Battery/Balance and has no disturbance

    Rehearse the script

    Note down the queries that may arise and the answers to that

    Be handy with the references

    Spoken Communication/Mr. Japan M

    Shah/www.jmsadvisory.in

  • Always open the call with a Greeting

    Introduce

    Take the permission

    Use simple language (Avoid slang/business jargons)

    Always smile

    Always ask for the person whom u are calling for

    Never give the information to others

    Always jot down the important points

    Always give the correct information

    Ask for doubts if any

    Do not refuse to clarify on the doubts

    Follow the effective listening skills

    Spoken Communication/Mr. Japan M Shah/www.jmsadvisory.in

  • Always summarize

    Always clarify

    Re-address the facts

    Take consideration/feedback

    Thank Them (Thank you for sparing your

    precious time)

    Give your contact details (in case of any

    doubt, please call us )

    Ask for the appropriate time to talk to them

    Spoken Communication/Mr. Japan M

    Shah/www.jmsadvisory.in

  • Tele Conference

    Web Conference

    Voice Message

    Call Back

    Putting Call on Hold

    Spoken Communication/Mr. Japan M

    Shah/www.jmsadvisory.in

  • Kindly download our Android

    Application- JMS JOBS AND RESUME

    from Google Play Store

    www.jmsadvisory.in

    Twitter: @japanshah

    http://www.jmsadvisory.in/

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