Boost engagement with telephonic communication. Discover expert tips & tools for effective phone calls. Enhance customer outreach today!
A Guide to Professional Telephonic Communication
Boost your telephonic communication skills with expert tips and strategies. Enhance clarity, professionalism, and effectiveness in every business call.
1. Module Overview
- Module Title: Telephonic Communication
- Learning Outcomes:
- Recognize the importance of telephonic communication.
- Acquire knowledge of telephone etiquette.
- Develop effective call-handling skills.
- Key Topics Covered:
- Introduction
- Stages of a Phone Call
- Key Telephone Skills
- Telephonic Communication Techniques
- Dealing with Difficult Callers
- Golden Telephone Rules
- Summary
2. Introduction
Telephonic communication is an indispensable part of both personal and professional life. In the modern era, with the prevalence of mobile technology, strong telephonic communication skills are crucial for success. We frequently use the phone to interact with customers, friends, and colleagues, and significant business matters are often conducted over the phone.
Despite the increased use of the telephone for business, essential communication skills are frequently lacking in both speakers and listeners. Therefore, understanding the practical aspects, including the ‘dos and don’ts,’ of telephonic communication is vital.
2.1. Common Problems in Telephonic Communication
| Barrier | Description |
| Trouble Sending | The speaker’s delivery (e.g., fumbling, stammering, or whispering) distorts the message. |
| Trouble with the Message | The content of the message is unclear, disorganized, uncertain, or illogical. |
| Trouble with the Channel | Interference or noise in the line prevents effective message transmission. |
| Trouble with the Receiver | The receiver fails to be an active listener, allowing mental distractions to interfere with concentration. |
3. Stages of a Phone Call
| Stage | Description | Example |
| Introduction | The initial phase where a call is either made or received. The caller identifies themselves, their organization, and the reason for the call. | “Hello, my name is Anita Tyagi from XYZ Ltd., I wish to speak to the Human Resource Manager, please.” |
| Development | The core conversation begins once the desired person is on the line. Speakers should use appropriate, jargon-free vocabulary and use pauses instead of verbal fillers (like ‘mmm…’, ‘aaa…’). | If seeking job information: “I am calling to inquire about openings in the organization and to share my profile.” |
| Closure | The point where the conversation’s goal is achieved. If no immediate decision is reached, a follow-up call may be arranged. | “Thanks for granting me the interview time. I will be at the company’s Gurgaon office on 15 January at 10:15 AM sharp.” |
| Farewell | The concluding phase of the conversation, involving thanking the other party for their time and attention. | “Thank you, Mr. Pandey. Have a pleasant day.” |
4. Key Telephone Skills
4.1. Listening
Listening is the most crucial skill in telephonic communication. Unlike face-to-face interaction, telephone listening is more challenging because it relies solely on voice, tone, and pitch, as facial expressions and body language are absent.
4.1.1. Barriers to Effective Telephone Listening
| Type of Barrier | Specific Barrier | Description |
| Physiological | Hearing Impairment | Difficulty hearing the message due to a deficiency. |
| Speaking-Thinking Rate | The brain processes information (500 words/min) much faster than we speak (125-150 words/min), allowing the mind to wander. | |
| Environmental | Physical Distractions | Background noise, seating issues, or line interference hindering active listening. |
| Message Overload | Rapid succession of information making it hard to concentrate and retain key points. | |
| Attitudinal | Prejudices | Pre-conceived notions making it difficult to trust the speaker. (Overcome by controlling responses and making rational judgments). |
| Preoccupation | Being mentally engrossed in personal concerns (e.g., during a festive season). | |
| Poor Listening Habits | Fake Attention | Pretending to listen (e.g., saying ‘hmm hmm’) without actually paying attention. |
| Listening only to Facts | Ignoring voice and tone, which convey additional meaning, leading to incomplete understanding. | |
| Avoiding Difficult Material | Loss of concentration when technical or unfamiliar topics are discussed. |
4.1.2. How to Be a Better Listener
- Be Motivated: Develop interest in the subject to become more active and alert.
- Be Prepared: Gather information about the topic, speaker, and situation to better understand and respond.
- Be Objective: Approach the message with an open mind and avoid jumping to premature conclusions.
- Adopt Sensible Use of Thinking-Speaking Time Difference: Use the spare processing time to mentally review what the speaker has said.
- Use Paraphrasing: Confirm understanding by restating the speaker’s points, which helps clarify ambiguities.
4.2. Speaking
Speaking is equally vital, especially since the voice is the only medium. In situations like teleconferencing, effective speaking skills are even more critical. Voice can be an asset or a liability based on the following variables:
| Variable | Description | Impact of Variation |
| Pitch | Often linked to emotion (low to high). | High pitch suggests excitement, immaturity, or inexperience; Low pitch suggests trust, respect, and control. Speakers should practice pitch control. |
| Speed | Rate of speech (up to 150 words/min). | Too fast suggests impatience; Too slow suggests boredom or lack of confidence in the content. Maintain a moderate pace. |
| Volume | Loudness of the voice. | Too loud can be irritating; Too low can suggest weakness or indecisiveness. Maintain a moderate volume. |
| Inflection | Voice patterns that give it personality and rhythm. | Smooth inflection indicates confidence; Uneven rhythm suggests a lack of clarity. Aim for a balanced clarity and firmness to denote confidence. |
| Enunciation | Overall clarity of speech. | Poor enunciation suggests carelessness. Speak clearly and articulate the matter systematically. |
4.3. Questioning
Questioning is a crucial two-way aspect of telephonic communication, used to pass information, seek clarification, or confirm details. Formal calls require focused and precise questioning.
4.3.1. Types of Questions
| Type of Question | Purpose | Example |
| Open Questions | Require detailed clarification; cannot be answered with a simple ‘yes’ or ‘no’. | Implied |
| Specific Questions | Clarify points, extract information, and can be answered with ‘yes’ or ‘no’. | Implied |
| Closed Questions | Usually answered with ‘yes’ or ‘no’; often used for confirmation or closing a conversation. | “Have you confirmed your attendance in the seminar?” |
| Leading Questions | Used to accelerate the interaction. | “So you agree to enroll in the new monthly plan discussed?” |
| Alternative Choice Questions | Provide the caller with options to choose from; useful for handling difficult callers. | “Shall Rajesh call you or can I furnish you with the information?” |
| Hypothetical Questions | Used to assess the listener’s reaction. | “If we agree to pay the down payment, how much time will it take to deliver the car?” |
4.3.2. Guidelines for Effective Questioning
- Select appropriate questions before initiating the call.
- Listen attentively to the answers and maintain flexibility in the questioning pattern.
- Ensure timing is appropriate, avoiding out-of-context questions.
- Question consistently to verify and confirm information.
- Construct questions using Who, What, Where, When, How, and Why.
5. Telephonic Communication Techniques
5.1. Placing Telephone Calls
- Organize the Call: Be clear about the purpose to respect the recipient’s time.
- Dial Carefully: Check numbers before dialing and offer a polite apology if a wrong number is reached.
- Let the Phone Ring: Allow at least six rings before hanging up to give the recipient time to answer.
- Introduce Yourself: Begin with a greeting, followed by your name and organization. Ask politely for the person you wish to speak to. (E.g., “This is YZ from XY Ltd, may I speak to Ms. Geeta.”)
- Follow Up: Briefly state the call’s purpose and confirm if it is a convenient time. If not, schedule a better time.
- Conclude: Keep business discussions concise. Watch for cues that the other person wants to end the call. Always thank the recipient for their time.
5.2. Receiving the Calls
- Promptly Answer: Answer within three rings. Greet the caller pleasantly and professionally (e.g., “Hello,” “Good Morning”).
- Introduction: Follow greetings by introducing yourself with your full name and organization.
- Internal Call: “This is YZ, Human Resource manager.”
- External Call: “Thanks for calling XY Ltd. This is YZ. How may I help you?”
- Focus on the Caller: Eliminate distractions (e.g., listening to music, watching videos, or talking to others). Sit upright and pay full attention to be responsive.
- Prepare Yourself to Talk: Avoid eating or drinking while on the phone. If a call comes at an inappropriate time, inform the caller you will call back later. Mute the ringer during meetings.
5.3. Using Voice Mail
- Record Your Message: Record concise, direct, and professional greetings. Start with your name. Inform callers what steps to follow (name, number, reason for the call, best time to call back).
- Use Generic Message: Avoid using the date in the greeting unless mandated by the organization, as it can quickly become obsolete.
- Check and Return Calls Daily: Check and respond to messages promptly. If a response will take more than a day, send an email as an acknowledgment.
- Maintenance of Voice Mail Box: Keep the inbox organized by deleting, forwarding, or replying to messages to avoid clutter.
5.4. Leaving Professional Messages
- Be Slow and Clear: Speak clearly into the receiver at an appropriate pace, as voicemail systems convert voice signals to less-reliable digital signals.
- Leave Name and Telephone Number: Conclude the message with your name and number to increase the chance of a returned call.
- Make it Easy to Pen Down Messages: Articulate phone numbers clearly with the right pitch and rhythm, as listeners often take notes while reviewing messages.
- Short Messages: Keep messages concise and brief, as some systems have time limits without warning.
- Inclusion of Date and Time: Mention the date and time of your message. Suggest a suitable time for a return call.
5.5. Screening, Holding, and Transferring Calls
- Ask Before Holding: Always ask the caller for permission before placing them on hold. If they decline, take a message and call back later.
- Before Leaving, Put Callers on Hold: Use the hold feature if you need to step away. Never cover the mouthpiece or place the receiver on the desk, as receivers amplify sound and can be uncomfortable for the caller.
- Frequently Check on Callers: Check back every 30 seconds while a call is on hold. Thank them and provide an estimated wait time.
- Transfer Calls: If the caller needs to speak to someone else, ask for permission to transfer. Mention the name of the person they are being transferred to. If the connection drops, call them back and connect them.
- Screen Calls: When screening for a colleague or senior, give the impression that the person would normally take the call but is unavailable due to a contingency. Ask for the reason for the call if it cannot be transferred.
6. Dealing with Difficult Callers
6.1. Rude or Angry Callers
These callers often insult and make accusations. The primary objective is to calm them down, as no progress can be made until they are placated.
- How to handle:
- Listen calmly.
- Acknowledge their concern.
- Build a friendly but professional relationship.
- Example: “I understand your concern Mr. Rajesh, let me try to solve your problem for once and all today.”
6.2. Talkative Callers
These callers love to talk, potentially causing missed waiting calls.
- How to handle:
- Be alert and avoid conversational responses.
- Do not chat, even if the caller is informal. Stick strictly to business.
- Ask specific questions to minimize the caller’s chances of rambling. Squeeze in conversational space.
- Example (Reema cutting off the chatty caller):
- Caller: “Where were you last time I called?”
- Reema: “I was on vacation.”
- Caller: “Which movie recently became hit?”
- Reema: “I am flooded with work. How can I cater to your problem?”
6.3. Hard to Understand Callers
Callers may be difficult to understand due to fast/slow speech, stammering, misuse of words, or fumbling.
- How to handle:
- Develop tactful ways to ask callers to slow down, speed up, or speak louder/softer.
- Example: “Mr. Rajesh, can you be a bit louder please and kindly speak directly into the mouthpiece of the receiver.”
6.4. Uncooperative Callers
Customers may be uncooperative, sometimes being passive or timid.
- How to handle:
- For Timid Callers: Probe gently to extract the necessary information.
- Example: “Mr. Raj, I am afraid I am unaware of the problem you are facing; can you please elaborate?”
- For Assertive Callers: Be equally assertive to match their tone, but avoid sounding aggressive.
- Improve your questioning and listening skills.
- For Timid Callers: Probe gently to extract the necessary information.
7. Golden Rules of Telephonic Communication
- Be Prompt: Answer the call within three to four rings.
- Take Details: Instead of transferring calls unnecessarily, take the caller’s name, number, and message, and assure them the correct person will call back.
- Smile and Be Positive: Answering with a smile and positive attitude will be reflected in your voice.
- Consider Convenience: When making a call, ensure it is a convenient time for the recipient.
- Build Connection: Use a warm and friendly tone to establish a rapport with the caller.
- Double Check: Repeat information furnished by the caller to confirm accuracy and make amendments if needed.
- Stay Focused: Concentrate on the subject and avoid interrupting the caller with irrelevant questions.
- Be Honest: Do not bluff if you cannot handle a query. Apologize politely and promise to resolve their query within a specific timeframe.
- Confirm Listening: Use phrases like ‘I see’ or ‘right’ to let the caller know you are actively listening.
- State History: If you are returning a call, mention when you last called them.
8. Summary
Telephonic Communication: This module provided a comprehensive understanding of the telephonic communication process, detailing how various types of calls should be handled. It highlighted common pitfalls and emphasized that efficient telephonic communication conversation is a crucial element in the business environment, essential for avoiding miscommunication and potential losses.