Q Write a note on Telephoning.

TELEPHONING:Q Write a note on Telephoning.

Ans: Importance and Advantages:
For business and professional use, the telephone is an effective oral communication tool and
one of the most important channels of communication. Often a telephone conversation can
take the place of two written messages or a face-to-face interview. In most of the cases
communication through telephone is comparatively less time taking and more economical.
Telephone talks are also more effective in some cases than the written messages. Something
difficult to say in face-to-face interview, can be easily said on telephone. The time that phone
calls save to handle certain inquiries and business is valuable for both the callers and the
respondents. Business may also sell goods and services through telephone calls. It is a
medium, which helps contact more customers, more frequently at lower cost, and earns
money from sales. The telephone is therefore, useful in saving money, time and labour, and
increasing efficiency and revenue.
Suggestions for effective telephoning:
Telephoning to be effective requires: (a) preplanning by the caller, and (b) desirable behavior
during conversation by the conversing persons.
Preplanning:
Before calling, the caller should:
i. Know the specific purpose of the call.
ii. Know the person to be called.
iii. Consider the best time to phone.
iv. Plan the opening statement.
v. Jot down the questions to be asked.
vi. Have paper and pen handy for note taking, and
vii. Place near the phone any figures, file, correspondence or whatever may be necessary
for reference.

Desirable behavior during conversation:
Called should:
i. Confirm whether the desired person or office has been connected.
ii. State the purpose of the call at the beginning.
iii. Summarize the main points before closing, and
iv. Thank the listener and let him / her hang up first.

Respondent should:
i. Respond promptly with a clear pleasant voice.
ii. Greet the caller by saying “ASSALAM-O-ALAIKUM” and mention at the beginning
his or her (respondent’s) name ad office.
iii. Answer all questions asked.
iv. Give extra information if relevant.
Both Persons should:
i. Smile, because the tone of a smiling speaker’s voice sounds pleasant although he / she
are not seen.
ii. Try to make the conversation interesting.
iii. Listen without interrupting the other person.
iv. Listen for the tone of the other person’s voice.
v. Hold the phone mouthpiece about ½ inches from lips.