Page 69 - Perfect Phrases ESL Everyday Business

Using the Telephone

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Put a smile in your voice even when you speak over the telephone.
Believe it or not, you sound better over the phone when you are
upbeat and have a smile on your face. It’s a good trick to put a mirror
next to your phone on your desk to remind you to check your smile
before you make a call or answer one. Another way to put a smile on
your face is to put a picture that makes you happy next to the phone
and look at it before you pick up the receiver to answer or make a tele-
phone call. An important rule: don’t eat, drink, or chew on anything
while speaking on the phone. You would be surprised how obvious
it is to the person on the other end of the line. Also, don’t multitask
while speaking on the telephone. Pay full attention to the call; it will
pay off.
It is crucial to pay attention to your voice, since that is all the
person on the other end has from which to get an impression of you.
Don’t put your hand in front of your face or mouth while speaking and
never mumble. Remember to project your voice and speak clearly
and slowly. Show interest and enthusiasm.
Whether answering a call or making one, it is important to have
paper and pen or pencil handy to jot down information. Even with
much business being conducted by e-mail nowadays, it is still impor-
tant to be able to communicate effectively on the telephone. Write
important questions you want to ask or have answered before you
pick up the receiver. Write down key words or information as you
listen.
Basically there are three sections to a call: an opening, a body or
the purpose of the call, and the closing.

Initiating a Phone Call
For business calls, make sure you ask for the person you intend to
reach. You should know the name and title and be certain how to
pronounce both correctly.

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