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TELEPHONE ETIQUETTE
Sunset Reef
ETIQUETTE
What is Etiquette?
Etiquette is a set of practices and forms which are followed in a wide variety of situations
Why is Etiquette Important?
It shows a level of respect
It shows Courtesy to others
It influences a persons view of you
What do you think would happen if there was a lapse in Etiquette?
Negative overall perception
THE RULES OF ETIQUETTE
The "rules" of etiquette vary from culture to culture
based on the societal norms of a particular country.
Can you think of anything in Barbados that could be
considered as a "Rule" of etiquette?
BUSINESS/CORPORATE ETIQUETTE
What is Business Etiquette?
The set of rules governing proper behaviour in a business environment
Why is Business Etiquette important?
It presents a seamless, mannered front to the rest of the world,
It increases the respect the world gives the business,
It results in a potentially more profitable corporation
What does Business Etiquette involve?
The polite way to interact with others.
The way you speak or act in the presence of guests
The way you conduct yourself on the phone
TELEPHONE ETIQUETTE
Why is telephone Etiquette important?
When you answer the phone you are the representative of the home or business that is being called
The impression that you make will influence the caller's opinion of your household or business
What is telephone Etiquette about?
Telephone etiquette refers to a set of rules that apply when people make calls to others or when they are receiving a phone call
WHAT CHARACTERISTICS DO YOU THINK CAN BE
NOTICED THROUGH THE PHONE?
Attentiveness
Friendliness
Sincerity
Good Listener
Smile
Articulate
Helpfulness
Confidence
Rate of Speech
Greeting
BEFORE MAKING/ TAKING A CALL
Vs.
TELEPHONE TECHNIQUES
Greeting
Placing a caller on hold
Transferring a call
Taking Messages
Closing the Call
Communication
Dealing with Difficult Callers
TAKING A MESSAGE
QUICK TIPS FOR MAKING PHONE CALLS
Identify Yourself and who you represent
State your purpose
Apologise if you call a wrong number
Call at arranged time (if a time was specified)
Leave messages when asked (don’t get angry if you
don’t leave a message and can’t get through later).
Always be courteous (don’t be the “difficult” caller)
THINGS THAT AFFECT TELEPHONE ETIQUETTE
MULTI - TASKINGHi, I’m Greg, and
I’m a Multi-
Tasker!!
Check out this site:
http://axelmeierhoefer.wordpress.com/2011/06/30
/finding-focus-in-a-multitasking-world
SCENARIOS
AND
EXERCISES
CHECK OUT THESE LINKS
http://www.ehow.com/list_6310283_class-
exercises-telephone-etiquette.html
http://www.secretarialsite.com/telephone-
etiquette.htm
http://www.elegantwoman.org/business-
telephone-etiquette.html
http://telephone-etiquette.blogspot.com/
