Phone rules. Example of a business conversation on the phone

How to talk on the phone during business communication.

• Business communication is unimaginable without telephone conversations. Partners, officials, clients find out most questions over the phone. The same is true for business contacts.
• How to use the possibilities of telephone communication effectively and competently, so that precious time is not wasted and business contacts are increased? Knowledge of telephone etiquette will help to create the image of a person who knows the specifics of his work in a business environment.

Telephone etiquette or basic rules of behavior during a telephone conversation: a list

If you, by occupation, call on behalf of a company or organization that receives incoming calls or forwards customer calls to other persons, then you definitely need to familiarize yourself with the basic rules of telephone etiquette. This will help you to establish yourself in professional environment as a competent specialist, as well as among clients.

Telephone etiquette rules dictate their terms modern companies who systematically care about their reputation. Knowledge of telephone etiquette is one of them.

Which of the company's employees should know by heart and put into practice the rules of telephone etiquette:

• the person who receives incoming calls
• person who calls on behalf of the organization
• who receives customer calls forwarded to him

What does it mean to follow the rules of telephone etiquette:

• When talking on the phone, it is important to maintain an even intonation of your own voice and not give vent to emotions. Since during a telephone conversation one of the three channels that allow people to communicate is activated (they include “sign language”, intonation and words), the interlocutor, losing one of the channels, begins to perceive the meaning of the message in a somewhat abbreviated form.
• The meaning of what was said over the phone is conveyed as follows: the absence of "sign language" leads to the fact that the remaining two channels (intonation and words) account for 100% of the meaning of what was said, more precisely, 86% is allocated to intonation, and only 14% to words.
• The voice of the interlocutor conveys the emotional coloring of the message. The interlocutor develops his own impression of who called him. Therefore, by communicating any information to the interlocutor by phone, you can not only influence its initial perception, but also be able to create a mood for the interlocutor.

• smile during telephone communication is also necessary. You should not think that, deprived of the opportunity to see you, the interlocutor will be able to catch the confidential notes you need and positive attitude without a smile. Try to convey your enthusiasm with intonation.
• When talking on the phone, do not fall apart in a chair, do not stretch your legs on the table. In a semi-recumbent or semi-sitting position, the angle of the diaphragm shifts, which changes the timbre of the voice. At the other end of the wire, they will definitely guess that at that moment you are lying. The only thing that you can convey to a client or an employee of another organization with the help of a phone call in this way is your disinterest and complete indifference.
• When answering a phone call, remember to greet the caller. However, for different times of the day, use the appropriate greeting: “Good morning! Good afternoon! Good evening!".
• When you greet the person who dialed your organization's phone number, you show how important this call is to you and that you enjoy the conversation, no matter what information you hear. But even if your personal attitude towards the person from whom you need to find out some information over the phone has a negative connotation, then on the other end of the wire they should not guess about it.

There is a category of people who, picking up the phone, say invariably and without any intonation "Hello!", "Yes!", "I'm listening!", "Company (name)!", "At the machine!". You should not be likened to such "telephone dinosaurs", because the caller after such a "greeting" is unlikely to express a desire to continue the conversation. Most likely, he will also dryly report the necessary information and end the conversation.

A telephone conversation after the greeting includes the name of the organization. When receiving outside calls, remember to give the full name of the firm or institution you work for.

There are two options for an official greeting, which are carried out over the phone:

Option 1: with a minimal approach.

The caller greets the caller and names the organization. An example of such a greeting: “Good evening! The editors of the magazine "Rocket".

Option 2: with the maximum approach.

This option implies a greeting, the name of the organization, the name of the person who answers the call. An example of such a greeting: “Good morning! The editors of the magazine "Rocket", Nadezhda Viktorovna is listening!

Whichever option you like best, use that one. Both options help create the impression of a professional person answering the phone. The caller will have the same opinion about the organization.

Answer an incoming call after the 2nd or 3rd ring

• One of the main laws of business telephone communication is that you need to answer an incoming call after the 2nd or 3rd ring. The “telephone” personnel who are responsible for answering telephone calls (telephone operators, company secretaries, hotline workers) learn this rule as the most important thing.
• Why is it not recommended to pick up the phone after the first ring? Everything is explained very simply: the caller may think that the employee of the organization was bored before, not knowing what to do, waiting for the next call. In the few seconds that you have before the second or third call, you will be distracted from the business that you were busy with before and completely focus on the incoming call.
• Answering incoming calls after the 4th or even 5th ring is not recommended for the simple reason that the caller may become impatient while waiting for an answer on the phone. During this short period of time, the caller will have time to form a "certain" opinion regarding the company's interest in customers and the ability to quickly respond to their needs and problems.

Who should introduce themselves on the phone first?

• Having dialed the phone number you need, do not repeat the mistakes of those who start the conversation with the phrase: "You are worried about (name of organization)" or "You are worried about the issue." This is how insecure people or those who want to appear polite begin a telephone conversation. Why are these phrases unsuccessful? If you “disturb (disturb)” the person on the other end of the wire, then from the very first minutes of the conversation he has a negative attitude towards the caller and the call itself.
• This will automatically cause a feeling of anxiety, and thereby, as if you yourself give a reason to treat your call as unwanted, which only distracts you from important matters.
• Do not create uncomfortable moments for yourself and the interlocutor with phrases that sound like "I have to disturb you and violate your comfort, because I need to clarify some questions."

With what phrase to start a conversation? Say hello and introduce yourself. For example, it might sound like this: “Good afternoon! Gennady Pavlovich is calling you from the printing house.”

Video: Business phone etiquette

How to properly introduce yourself on the phone when making an outgoing call in a company, office, home call?

• Making outgoing call, be sure to ask if your interlocutor can talk to you. After all, he can have his own to-do list or plan meetings, meetings. Most likely, before picking up the phone, he was busy with something and you tore him away from this activity. Keep this in mind when making a call to a mobile phone.
• After you've introduced yourself, don't rush to jump right into the question that prompted you to call him. Find out if the interlocutor has time to listen to you, and only if the answer is yes, get down to business. So you show that you value his time and position yourself in the eyes of the interlocutor as a professional. This cannot but inspire respect for you and the organization you represent.

Option 1: Introduce yourself first. After that, ask the interlocutor if he has time to listen to you, while voicing the purpose of the call.

Option 2: Introduce yourself, name the purpose of the call, and only after that ask if the interlocutor will be able to devote time to you.

How to greet a client on the phone during a business conversation?

If you are not the initiator of the conversation:

• "Art Center Leonardo, good evening, administrator Olga, I'm listening to you."
• If you consider such a phrase too long, then you can limit yourself to an abbreviated greeting: “Leonardo Art Center, good evening!”.
• Very often you can hear such a greeting: "Hello!". However, it is permissible to say hello in a personal meeting, and in business communication such free phrases are unacceptable.

If you are the caller:

Introduce yourself, state your organization or company name, and ask if your interlocutor has time to

Video: Correctly introduce ourselves to the client on the phone

How to use the phone correctly: telephone etiquette phrases

The following phrases will be the key to proper business communication over the phone:

• If it's not hard for you
• Thank you for your time
• Do you have time to wait for a response? Will I need to contact the supply department?
• I will verify this information and call you back.
• Thank you for taking the time out of your schedule for this conversation.
• Thank you for taking the time to talk despite your busy schedule.

The following questions will help you clarify your information:

• Can you hear me well?
• Sorry, I didn't hear. Please repeat.

Phrases of phone etiquette

How to end a business call?

End the conversation with a standard question that requires a clear answer:

• So, are we in agreement on this issue?
• May I take it that we have reached an agreement on this matter?
• As I understand you (in this matter), can we count on your support?

How to answer phone calls in the office and at home?

Video: How to answer a phone call?

We can no longer imagine our life without a telephone, which has firmly entered our life, becoming an integral part of it along with its conveniences and troubles.

As people differ from each other, so do their telephone conversations.

All the information that you want to convey to the interlocutor through the phone can only be perceived by him by ear.

So pay close attention to your voice.

Smile during the conversation and your smile will definitely sound in your voice.

If the first impression in a personal meeting depends on appearance and manners of behavior, then during a conversation it develops from the timbre and rhythm of the voice.

The interlocutor misses you visual image and he, as an artist, during the first seconds, draws a certain virtual image, based on the sound characteristics of your voice, after which this image is checked and fixed.

And when the first impression is already formed, it is almost impossible to change it.

• listening carefully to yourself, count aloud from to, paying special attention to the sound of your voice on the numbers and.

• start getting used to communicating using this particular timbre and you will see how much more accommodating your interlocutors will become.

A telephone conversation is halfway between art and life. This is not a conversation with a person, but with the image that develops in you when you listen to him.

Andre Maurois.

Your posture and facial expression during telephone conversations are automatically reflected in the characteristics of speech.

And although the interlocutor does not see you, but this is all manifested in your speech.

Speak calmly but confidently.

Emphasize with intonation important points in your conversation.

Pause appropriately and take your time so you don't repeat everything you've already said.

An important rule: talk to people the way you want to be talked to you.

This greatly facilitates work and communication.

When arranging a call, always specify when it would be more convenient to make it.

After dialing the number, do not hold the phone for a long time if there is no answer on the other end of the wire.

The maximum waiting time is beeps.

And it is better to plan business conversations for the first half of the day.

It is better not to drag out a personal conversation for more than a minute.

If you are asked to wait and do not answer within - x minutes - hang up and call back.

And don't lose your temper.

If during a telephone conversation you need to interrupt the conversation, then in this case it is necessary to explain the reason to the interlocutor, and after a second. clarify whether the person can still wait.

It will be very kind of you if at the beginning of the conversation you ask if the interlocutor has time and how much.

If you call a friend, then immediately call him by name, and at the beginning of the upcoming conversation, find out the name of a stranger:

• What is your name?, or
• How can I contact you?

In a conversation, often call the interlocutor by name.

It will be faster and better to win over the interlocutor by saying something pleasant to him:

• Glad to hear you,
• Nice to meet you,
• Thank you for the comprehensive information
• I look forward to further cooperation, etc.

Be clear about the purpose of the call.

To begin with, think about what result you expect from the conversation, what information you want to convey to the interlocutor and what kind of reaction you would like.

If you clearly define the goals, then it will be much easier for you to conduct a conversation.

How to learn to speak on the phone correctly?

Having tuned in to the conversation literally and figuratively, divide it into parts:

Begin the conversation with a greeting, as it sets the tone for the entire conversation.

In a greeting, you should not use complex, hissing and sonorous words, such as - Hello, best of all - Good afternoon (depending on the time of day when you make the call).

In addition, according to psychologists, it sounds more positive.

Introduce yourself and be sure to specify who you are talking to.

Main part. Think about the order of the questions you will ask and make sure they are not ambiguous.

After each important message take a short break.

This will give your words persuasiveness and you will give the other party an opportunity to speak or ask a question.

Express your thoughts correctly and interest the interlocutor.

Not a single extra word!

Find the exact words and constantly improve your speech - it is she who most accurately characterizes a person.

End of conversation. According to telephone etiquette, it is important that final words said the initiator of the telephone conversation.

By this he shows that he has received answers to all his questions.

To eliminate misunderstandings and possible errors, you should sum up the conversation.

And at the end of the conversation, you should thank the interlocutor for communication, assistance provided, for the opportunity to talk in person, as well as considering your proposal, etc.

The interlocutor tends to emotionally remember what was at the beginning of the conversation and take what was at the end as a guide to action.

How you start and end a conversation will determine the % of the overall impression of the conversation.

If your task is to leave a favorable impression of yourself after a conversation with an interlocutor, then in this case, be especially careful about ending the conversation.

If the conversation is interrupted for any reason, then the initiator of the conversation should call back.

At equal conditions the caller ends the call.

In business conversations, this is the privilege of the boss, and in off-duty situations, the privilege of a woman.

If the conversation drags on, then you can summarize using the phrases:

• I believe that we have discussed all the issues, or
• Thank you for your time.

How to learn to speak on the phone correctly?

Always address the interlocutor politely, even if the latter allows himself to communicate with you incorrectly.

Be sure to speak in a friendly tone, even if you had an unpleasant conversation, you did not achieve the expected result, or if you were refused.

Be sure to thank the interlocutor for their time and say goodbye in a friendly tone.

Learn to listen and hear the interlocutor, since the main goal of any communication is to achieve mutual understanding.

The interlocutor should always feel feedback and know that:

• his words are heard
• understood him correctly
• he was rightly received.

A conversation is a dialogue in which it is necessary not only to speak, but also to listen, trying not to interrupt, not to object, and not to argue openly.

This is a way to get information about the subject of the conversation and the interlocutor.

Feel free to clarify the information received.

To do this, you can use short introductory phrases:

• You said … ,
• You meant … ,

and end the sentence with

• Did I understand you correctly?

Compliment the objections of the interlocutor, becoming his ally and learn how to properly respond to them, accepting the point of view of the interlocutor.

To do this, it is most effective to use the following phrases:

• Your fears are well founded, but ...,
• I totally agree with you, but...

If you have assumptions about what the interlocutor meant and you would like to check them, then in this case use the phrases:

• Did I understand correctly…,
• You mean …

This approach will help your interlocutor most fully express their desires and feelings, and you - to understand them.

And if your interlocutor is extremely emotional, excited or upset, then, listening to him, you can say:

• I understand your feelings...,
• I'm very happy for you …

Say NO to fear before calling strangers.

Always analyze the telephone conversation that took place - what you did right and where you made a mistake.

But try not to focus on what went wrong.

It is better to immediately think about how this can be corrected so as not to miss the next conversation.

If you have not achieved the desired result, ask yourself two questions:

1. Until when did I do the right thing?
2. How should I proceed after?

After watching the telephone conversations of your friends and colleagues and analyzing them, you will surely find answers to many of your questions.

Igor Borisyonok.

✦ If the phone rings, pick up the phone and say... What should you say when you pick up the phone? There are several options here. For example: "Hello", "I'm listening to you" or "Hello, I'm listening to you." These words should be spoken as kindly as possible.

✦ In a telephone conversation, intonation is very important, because when talking on the phone, people do not see each other, they do not have the opportunity to judge the interlocutor's reaction to certain words by facial expressions, gestures, you can catch the mood only by intonation.

✦ Maintaining telephone etiquette is very main part image, professionalism, so learn how to talk on the phone right now, then it will serve you in good stead.

✦ It is impossible, having picked up the phone, to be silent. Also, short answers are not suitable: “yes”, “listening”, “at the phone”, “at the device”, they show your bad manners. Just as unkind and ugly sound "on the wire" or "speak."

✦ Don't ask the caller for their name directly. Not the best and tactful question "Who's calling?" Try to figure this out during the conversation, or politely ask the person to introduce themselves, for example: “How can I introduce you? »

✦ If you are on the phone, you should start the conversation with a greeting, after which you should introduce yourself and state the purpose of your call.

✦ The top of bad manners and rudeness to start a conversation with the phrases: “Who is this?”, “Where did I go?” etc.

✦ If you feel that you have made a mistake with the number, clarify it: “Excuse me, what is your number?..” Next, say the number you need. If there was a mistake, then once again apologize for the trouble. It is unacceptable to ask the phone number of the person who answered the phone - he has every right not to answer.

✦ What time is considered proper to call home to your acquaintances?

Not earlier than 9 and not later than 22 o'clock. There can be deviations from this rule only between close people. They are negotiated in advance, although in any case after 23 hours it is considered indecent to call.

✦ If you are calling an institution or organization, or people who are not close enough at home, you should give your full name.

You can not introduce yourself only to close friends who already know your voice.

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How to talk on the phone correctly

Learn how to impress a professional in one conversation. The image of the company depends on whether its employees are able to communicate competently on the phone. Here are the main secrets of successful telephone conversations:

First and foremost! Never, picking up the phone, do not say - "Yes, hello." First, the name of the company is pronounced, then the position, name and word - hello!

A person should immediately understand whether he called correctly.

Say hello right!

The greeting is the most important part of a telephone conversation as it can set the tone for the entire conversation. There are many subtleties and nuances here. Sometimes, instead of "hello" it is better to say "good afternoon", because in the second version of the greeting there are fewer consonants and it is much easier to pronounce and perceive. “Good morning” and “good evening” are best reserved for more informal communication. astronomical time in a business conversation it is not so important - the working day remains during the day at 9 am and 6 pm.

You should always show up. First, the person who calls calls his name and position. You can not give your name and position only in one case - if the person you need is not in place. If you need to give him some information, you will need to introduce yourself.

If you call, introducing yourself, be sure to find out if the interlocutor has time, and only then can you name the purpose of your call. It is especially important to ask if the other person can talk if you are calling on a mobile phone, because at that moment the person can be anywhere. By asking if the person can talk, you show respect for their time.

“Not only in a business conversation, but also in an ordinary telephone conversation, such phrases as “Am I distracting you a lot?” Initially complicate further communication, says Vera Eliseeva, director of organizational development at Svyaznoy. - This question immediately invites the interlocutor to the negative and puts the speaker in a humiliating, apologetic position. It's better to ask "Do you have a minute?" or just "Are you comfortable talking now?"

If you nevertheless distracted the person and the conversation dragged on, do not rush to apologize. It is better to thank the interlocutor for the fact that he took the time for you. This wording will help you smooth out the impression of an untimely call, but at the same time avoid an apologetic tone.

Watch your intonation

Since the interlocutor cannot see you during a telephone conversation, special attention should be paid to intonation. Not only the mood of the interlocutor, but also his idea of ​​your company depends on how friendly your voice will sound. That is why it is so important to keep smiling during the conversation. But don't overdo it. I knew one employee whose smile was just on the verge of turning into laughter, which was perceived as a mockery on the other end of the line. Or the interlocutor is stupid?!

It is also important to watch your posture during a conversation. Lounging in a chair can seriously affect the tone of your voice and give it an intonation of disinterest and apathy. If you stand during the conversation, it will force you to mobilize and make the speech assertive and energetic, and perhaps too hasty.

Try to adjust to the pace of the interlocutor's speech. If a person speaks slowly and measuredly, you do not need to rush him by saying a hundred words per minute. Most likely, it will be difficult for him to follow your thought. If a person speaks quickly, he probably does not have much time, and he will be annoyed by the slowness and pauses in the conversation.

Don't make you wait

Do not hold the phone for too long waiting for an answer. The maximum waiting time should not exceed 5-6 beeps.

Answer a phone call after 2-3 rings. Such promptness is considered good tone and saves caller time. However, you should not immediately rush to the phone after the first beep. First, the caller may get the impression that you had nothing to do at work; secondly, he may simply be caught off guard by such a sudden answer.

It is also worth remembering that business calls should be short - within 5 minutes. Lyrical digressions in a telephone conversation with a partner or client are far from always appropriate and, moreover, take away working time.

Avoid pauses

Long pauses in a business conversation are inappropriate. They are annoying and time consuming. In a telephone conversation, even a minute's wait is considered significant.

“If you need to distract yourself from the conversation, do not“ hang up ”your interlocutor for a long time, advises Vera Eliseeva. - Determine what is more urgent - a call or an unexpected case. If you need to urgently resolve some issue and you know that it will take some time, it is better to ask you to call back or promise to call back yourself.

It is worth preparing for a business call in advance. Surely everyone at least once had to call back twice to clarify some details that they forgot to discuss during the first conversation. To avoid such incidents, you can pre-compile a list of questions. This will also prevent long annoying pauses. Your interlocutor will not have to wait while you are looking for desired document or rummage through the contact database in search of the right phone.

Give detailed answers

Try to avoid monosyllabic answers. If you “cut off” a person in mid-sentence and quickly hang up, he will have the most negative impression. If you are asked if you work on Friday, you should not answer simply “yes” or “no”. Additional information should also be provided, such as opening hours.

If the caller wanted to talk to your absent colleague, you also can't just let them know that the person you're looking for isn't available. Be sure to let them know when you can call back and ask if the caller needs to send a message to your colleague.

Career advice of the day. Be short and to the point. The normal duration of a business call does not exceed five minutes, so lyrical digressions are best avoided. Talking about the weather should be reserved for informal communication.

Psychological subtleties of telephone communication

How to talk on the phone

Everything is important here: both the character of speech and the posture.

Speech rate When talking on the phone, speak slowly. Rapid speech can indicate nervousness, insecurity, fraud. People like to listen to a slow, even, confident voice. Record your telephone conversation on a tape recorder and listen to it. How would you react to your voice if you were on the other end of the line?

Try to speak in a lower voice A low voice sounds more impressive. However, you should not speak quietly. If you breathe heavily, then your interlocutors may suspect that you are hiding something from them or that you want to sell them something that is not what you promise.

Speak while standing To give more solidity and confidence to your voice, try to use this technique: speak while standing. Naturally, the person on the other end of the wire still does not see you, but you yourself feel your own superiority over the sitting partner and this gives your voice additional persuasiveness; you seem to tower over the person.

This is the same trick that journalists, especially interviewers of all kinds, resort to quite often when they themselves sit on a higher chair, and the interviewee is deliberately offered a lower chair. At standing people speech is more sonorous and intelligible: the diaphragm is lower, thereby the working volume of the lungs increases. It has also been found that those who are standing speak more briefly than those who are comfortably seated.

The simplest tricks to reach the location of the interlocutor When talking on the phone, it is difficult to guess what exactly your interlocutor is doing at that moment. It is possible that he is now making funny faces to his friend at the table opposite, or writing a report, or continuing to type on the computer. And maybe even chewing a sandwich. To attract him to the active perception of your information, use several techniques, the effectiveness of which has been confirmed by practice.

Call a person by their first name This will create an atmosphere of special trust between you and increase the attention of the interlocutor.

Speak clearly and definitely A person who speaks without any circumlocution wins the attention and favor of the listeners.

Use the active voice in speech Say: “We will sign the contract…”, not “The contract will be signed…” The active voice prompts the subconscious to act and makes you listen more carefully to what you are being told.

Listen carefully We have already talked with you about the power of the one who knows how to ask and listen. Therefore, use all your skill and ability to listen to hear and understand the most important arguments of your interlocutor.

Repeat key phrases of your interlocutor People always think that what they say is more important than what they say. Therefore, focus their attention on the conversation, repeating the words of the interlocutor. Use attention-grabbing words These words depend on the content of the conversation and the interests of the listener. The most attractive from the point of view of concentration of attention are such words as “money”, “profit”, “you are fast”, “dignity”, “efficiency”, etc.

And, of course, the most reliable means to attract attention is a clear, concise speech, polite and correct conversation on the merits.

Be polite and courteous You should say: “If you don’t mind…”, “Thank you for giving me your time”, “I appreciate your interest”, “If you don’t mind, maybe I could send you some materials ", "Can I ask you a few questions?" etc.

Learn to Overcome the Stress of "Cool" Talk Everyone feels a little uncomfortable with "cool" conversation. And this is natural, so there is no need for any struggle. Even experienced people experience some anxiety when they have to go on a "cool" phone conversation.

Make calls in batches Call multiple prospects at once in one sitting. And don't take breaks between calls. This will help reduce tension, because you understand that even if at first you did not hit the "top ten", then you still have a whole "package" of calls at your disposal and success can await there.

No conversation should be an all-or-nothing situation. Don't try to make a sale on every call. Don't treat every conversation as all-or-nothing. Delve into it along the way, try to understand the point of view of the buyer. But if you are obviously out of breath, leave this conversation and move on to the next one.

Gain Momentum on Successful Calls Once you've achieved success on the phone, don't let it hinder your further progress. got what they wanted. Pick up and “plow another strip of hope” with a few calls.

How to talk to a persistent (demanding) client These people are easy to recognize. They very soon show their imperiousness, exactingness and, as a rule, immediately go to the heart of the matter. When talking on the phone with people of this type, try to make your voice sound more confident and decisive, then it will be easier for you to control the conversation. How to give voice determination? If you have a quiet voice, speak a little louder than usual. State your thoughts clearly and clearly, do not mumble. Minimize the conversation on topics that are not relevant to the case. Attention! Be less *decisive and persistent than your client, otherwise there will be an argument.

How to talk to an aggressive client

When you're on the phone with an aggressive customer, follow these three rules to help you navigate the conversation:

listen - and you will understand what his problem is;

establish contact - regret the client, express your sympathy, but only in general terms;

offer your plan of action - this will help solve the problem.

Sometimes, when complaints are justified, it is easiest to establish contact by agreeing with the interlocutor. When a client complains, express your sympathy to him and in no case allow yourself to make harsh or hostile remarks about him. Often clients literally seethe with negative emotions overwhelming them. Do not give in to this pressure, stay calm and cool. Finally, when you have listened to the client and established contact with him, begin to lay out your plan of action with confidence that your plan is feasible.

Example: “I will check the account and call you back before 16.00”, “Let's do it this way. I'll call the fitter now, find out when he can come to you, and then I'll call you back. Good?".

How to talk to a passive client Clients of this type are usually easier to negotiate and easier to serve. Often the same mistake is made with respect to such clients. Their behavior is taken for granted. Since it is not in their habit to complain, we think that they always like our service. These people, by their psychological make-up, will not demand or get angry. If they are unhappy with the service, they may simply stop contacting you and become a customer of your competitor.

If you have clients of this type, follow one rule: call them from time to time and ask how they rate the service of your firm.

Talkative customer Talkative people are usually interesting and pleasant conversationalists, but they take up a lot of time. In order not to waste precious time, you need to be able to talk with such clients:

ask closed questions (that can be answered with yes or no);

watch for pauses in the conversation;

do not give in to the interlocutor, do not let him drag you into a long conversation. Don't engage in irrelevant conversation. A sociable client will most likely try to draw you into a conversation “about life”.

Telephone communication, like all other types of communication, has its own methods and rules. If the phone by the nature of your activity becomes for you " right hand”, then it would be nice to turn him into an ally, knowing the rules of talking on the phone. Guided by these rules of communication on the phone, you can correctly build a conversation and win over the interlocutor.

1. Be sure to start a business call with a greeting: good morning, good afternoon, etc. This is not only a courtesy act, but it also gives the other person time to figure out who you are and focus on the possible purpose of your call.

If you get a call, be aware that the person waiting for you to pick up the phone is distracted - even if it lasts for three rings (an answer threshold set in many organizations). As a result, he often cannot concentrate in the first few seconds of a conversation. If you immediately pronounce the name of your organization, the subscriber may not catch it, and he will be ashamed to ask again. This leads to a waste of time - his and yours - and such a situation is easily avoided.

After saying hello, name your organization and / or phone number so that the subscriber makes sure that he got to the right place. The error is detected immediately, and this saves time. Finally, by naming yourself, you establish a positive relationship with the interlocutor from the very beginning. At the same time, both your organization and you yourself seem to him more welcoming and friendly. Never ask a stranger: "How are you?" This sounds fake. Never say to the interlocutor: "You do not know me." This indicates a lack of self-confidence.

2. Carefully choose the time for business calls. The most unfortunate hours are early in the morning or late in the evening.

Be sure to ask: “Do you have a minute for a short conversation or should I call back at another time?” Suggest a time to talk if the person is this moment can’t talk to you: “At 10 o’clock will suit you?”

3. Make sure you're being listened to with the VAR method. This acronym consists of the initial letters of the key elements of a successful call.

AT. Attention. You must force the interlocutor to concentrate and listen to your words, so as not to become a victim of his absent-mindedness.

And. Interest. To keep the interlocutor's attention, your message must take into account the interest factor.

AND. A wish. Your words should awaken desire in the interlocutor.

D. Action. Your message should end with a clearly articulated action plan.

4. Be sure to call the interlocutor by name. If you have just met, try to get his name imprinted in your memory. This can be achieved by repeating it to yourself several times, and using it often. Remember that people are most interested in their own person! American researchers analyzed 500 phone calls and found that the pronoun "I" occurs in them more than 4,000 times!

At the end of the conversation, write down the name of the interlocutor, as well as other information about him obtained during the conversation, such as the names and ages of his children. Keep these records carefully. They will help you establish an even warmer relationship on subsequent calls.

5. Smile while on the phone. Smiling not only helps convey your enthusiasm to the interlocutor, but also energizes you. Smiling stimulates the brain chemical compounds which enhance the feeling of self-confidence and optimism.

6. Be sure to make "thank you" calls when you have been rendered any service. They are very useful for future cooperation. The faster your reaction, the more effective such calls.

7. Try to imagine the mindset of the interlocutor. This is not an easy task, but there are ways to make it easier.

• Do not try to perform an objective analysis based on the voice of the interlocutor. For the left hemisphere of the brain, which is responsible for logic, there are too many unknown quantities in this situation. Instead, listen to your intuitive right brain. Relax as you listen to the other person and let impressions and sensations form in your brain. Such natural impressions can be remarkably accurate.
• A high rate of speech (in the event that the content is quite meaningful) indicates intelligence above average.
• Hesitation, stuttering and pauses often betray excitement or indecision.
• Depending on the content, underlining certain phrases can indicate the corresponding subconscious likes and dislikes.
• By the style of the interlocutor, try to determine what type of personality you are talking with: with the "leader", "mother", "mechanic" or "motivator".

The "leader" should explain how your suggestions will contribute to his success or facilitate the achievement of his goals. Convince the "mother" of the value of your proposals by emphasizing how they will benefit people. When talking to the "mechanic", use facts and figures, and the message for the "motivator" should be as entertaining as possible.

8. Encourage cooperation with the phrase: "Do you agree?" This will allow you:

• Cause a positive reaction of the interlocutor to your message.
• Engage him in conversation whenever you need. Feedback about how your ideas are received, or when you want to emphasize key points your message.
• Slightly push him to accept your point of view by answering your question in the affirmative. This is the most likely answer, since people tend to take the easiest route. Only a very stubborn person can answer such a friendly question in the negative. And the more affirmative answers you hear during the conversation, the higher the chances that your proposals will be accepted.
• Reach agreement at the end of the conversation. If you have already used this phase several times, repeating it will increase the likelihood that a larger request will also be granted.

In some cases, people like this phrase so much that they even copy the intonation and voice of the one who says it.

9. Never answer the phone when you are eating, drinking or talking to someone else. Never cover the handset with your hand to call standing next to with you man. This betrays your extreme unprofessionalism.

10. Be sure to say goodbye to the interlocutor: the ability to effectively end a conversation on the phone is no less important than the ability to convey your thoughts to the listener. Too long a conversation can cause embarrassment, boredom or irritation of the interlocutor.

To properly end a conversation, use the PTZ (politeness-firmness-finality) technique:

Be polite. If you are dealing with a stranger, include his name in your the last sentence. If you want the interlocutor to remember certain facts, repeat them immediately after parting.

Be firm. Don't let yourself be drawn into an irrelevant discussion. If you're having a hard time doing this, have a few plausible excuses handy as a safety net, such as "I'm sorry, I'm on another phone." Usually - if your tone is friendly - the interlocutor will take the hint that it's time to say goodbye.

End the conversation. Just be sure to let the other person hang up first. If you do this, then the conversation will end on a psychologically not very friendly note.

business phone etiquette

Business telephone etiquette makes life much easier. Today there are a lot of companies. Some firms go bankrupt not because they are doing something wrong, but because their employees do not know the rules of a telephone conversation with customers. Today I would like to tell you about how to conduct business negotiations correctly. If you want to keep customers from turning away from you, learn business phone etiquette. This will help to look professional in the eyes of partners.

1. Watch your intonation. During communication, people convey information to each other using three methods: "sign language" (55%), intonation (38%) and words (7%). When communicating on the phone, we try to convey the meaning of our messages to the interlocutor using intonation and words. .
Intonation - 86%;
Words - 14%.
Your intonation and voice help your interlocutor understand what kind of person you are. When talking on the phone, do not fall apart in a chair and put your feet on the table. If a person lies or half-sitting, the timbre of his voice changes, this happens because the angle of his diaphragm changes. Therefore, a person, even without seeing you, will know that you are lying.

2. Be sure to greet the caller. If you greet the caller, it lets him know that his call is important to you. When answering a call, you should not say: hello, I'm listening, and so on.

3. Always try to introduce yourself on the phone. After the greeting, be sure to introduce yourself and say the name of the company. When receiving external calls, two methods are used, the so-called "minimum" and "maximum": Method "minimum": Greeting + name of the organization. "maximum": "minimum" + the name of the person who picked up the phone.

4. Try to answer calls after the 3rd ring. If you pick up the phone after the 1st call, then the caller may have an opinion that you have nothing to do. If the phone rings more than 4 times, then the caller will become nervous.

5. When calling, do not say "You are worried about ..." or "You are worried about ...". Just say: “Good morning, Marina is calling you from the Ogonyok magazine.

6. When you call, ask if the person has time to listen to you. After introducing yourself, do not immediately start talking about business, first find out if the interlocutor has time to talk with you. There are two ways to use these tips:

Introduce yourself + ask about free time + state the purpose of the call.
Introduce yourself + tell the purpose of the call + ask about free time.

7. Try to get to the point as quickly as possible. Introduce yourself and ask for time to talk, don't waste time asking pointless questions like: How is the weather for you?
When communicating on the phone, busy customers do not like to deviate from the topic. Of course, there is a slight exception to this rule if you have developed a good relationship over the years of working together.

8. Using the "hold" function. This feature allows you to hold the client if necessary. This function is designed to: print required document; call to the phone right person; Or ask a colleague for help. If you want to put a person on hold, ask if the other person has time to wait a bit, be sure to explain the reason for the wait. For example: “Can you wait to help me contact the accounting department?” After the issue is resolved, thank the person who was waiting. If you know that you will have to wait a long time, then you should not leave the person on hold. Apologize and say that you will call back after solving his problem.

9. If a person is asked who is not currently at the workplace, do not hang up immediately. If the right person is not available, offer to help. If the person does not agree to your offer, then ask them to leave a message. For example, like this: What should I tell a colleague? It's called telephone ethics.

10. At the end of the dialogue, say goodbye to the interlocutor. Before you say goodbye to a person, ask: “Can I help you with something else?”, And only after receiving a negative answer, say goodbye.

11. Try to adjust to the speed of the interlocutor's speech. Do not think that the faster you speak, the faster your interlocutor will mark you. On the contrary, not keeping up with your speech, people will miss the train of your thoughts and get completely confused. Try to change the speed of your speech.

12. Rules of etiquette on the phone advise you. When talking on the phone, do not be distracted: do not drink, do not eat or smoke. This is very audible over the phone and very annoying.

13. Do not apologize to the interlocutor for wasting his time. This advice applies to business meetings as well. If you think that you have distracted the interlocutor from important matters, then do not tell him about it out loud. Just say “sorry, our conversation was a bit long, I probably took a lot of your time.” Instead of apologizing, just thank the other person. It sounds something like this: I understand your busyness, thank you for the time spent on our conversation.

14. Ethics of telephone conversation recommends to beware Using the speakerphone (speakerphone). Do not use the speakerphone unless absolutely necessary and without warning the interlocutor. If a client hears that you are using a speakerphone, without his consent, he may be alert. Moreover, he can draw certain conclusions. That person, besides communicating with me, has more important things to do, or most likely someone is eavesdropping on us.

15. Communication with secretaries. If in the course of your work you communicate with secretaries. You must listen to their opinion.

Here are some rules for telephone conversations with secretaries. Don't consider yourself superior to them. Do not insult or humiliate them. Typically, these people have a lot of power over some of the decisions of the superiors. Secretaries can become either your allies or enemies, it all depends on you. If they wish, they can present information from you as another trick of a compulsive idiot. They are able to make sure that your mail never reaches the director of the enterprise. Using etiquette business conversation by phone, when communicating with the secretary, you get faithful assistant. Try to build friendly relations with the secretary.

That's all you need to know about business phone etiquette.

Tape continuation:

Business, success, motivation. Smart magazine.

Correct ending of the working day - the key to success What successful people do in the last 10 minutes of their working day: Perhaps you spend the last 10 minutes of the working day, not taking your eyes off the clock, counting the seconds until you are free. Or maybe you are engrossed in work until the very last minute, and then you grab your things and leave without saying goodbye to anyone. If one of these scenarios sounds familiar to you, it might be time to rethink your end-of-day routine. Michael Kerr, international business expert and author of No More Seriousness! Let's add some humor to work ”(You Can" t Be Serious! Putting Humor to Work), says: “It is very important how you end the working day. This can determine your mood for the rest of the day; this can affect your personal life, general happiness, quality of sleep, and also sets the tone for the next day.” Lynn Taylor, an American workplace expert, wrote Tame Your Terrible Office Tyrant: How to Deal with a Cranky Boss and Succeed at Work (Tame Your Terrible Office Tyrant : How to Manage Childish Boss Behavior and Thrive in Your Job.She says that the most successful people usually make a plan of action to solve current tasks that can prevent you from focusing on the next morning's events - both planned and unexpected. task lists Taylor mentions that successful professionals always keep an eye on constantly updated to-do lists, adding: “However, in the last 10 minutes, they also check how well completed the tasks assigned for the day. Such people change their final to-do list accordingly, rather than abruptly leave work, hoping that they will remember all the nuances the next morning. 2. They tidy up your desk and computer Projects take a lot longer to complete if you're disorganized. Taylor says: “Desktop and computer chaos makes it hard to think clearly and prioritize effectively; it also makes it difficult to find important documents. Keep your digital and paper documents organized so you can find them faster when you need them.” 3. They review the amount of work done Taylor believes that it is necessary not only to focus on what has not yet been done, but also to look back at the work already done. Kerr agrees with her: “Even one minute of reviewing the work done can give an understanding of progress, and on a particularly difficult and overloaded day, it can remind you that much more has been done than it seems. Psychological research shows that even a brief review of completed work is a great way to boost your mood.” 4. They review the day Successful people think not only about the projects they worked on during the day, but also try to understand why something went according to plan or vice versa. Taylor says, "Seasoned professionals know that if they don't learn, they don't grow." 5. They reduce the volume of "urgent" conversations You are in touch all day, but letters and calls come in a continuous stream - until the last minutes of the working day. Taylor notes, "This is where time management skills come in - successful people can decide what needs to be answered urgently and what can wait." Try to postpone long conversations on important issues until the most productive time - that is, until the morning. Taylor advises: “Consider if important issues can be postponed until a specific time the next day. Otherwise, the case may drag on until late, you and your interlocutors will run out of strength and time will be running out. This delay will also give time to think about the matter better.” 6. They stay focused Taylor explains, "Typically, in the evening, people think less and it can be more difficult for them to concentrate." Try to stay focused and not get carried away with extraneous matters at the very end of the day. 7. They define tasks for the next day Successful people make a list of what will be ready by the morning and determine the main tasks for the next day. Taylor advises: “You may have a couple of things that are your main focus, but it’s better to write them down so that you have a base to start working on the next morning.” Kerr adds, "The more thoughts you can get down on paper, the more likely you are to be able to focus on life outside of work with a clear head and ready to start the next day." 8. They let you know if they can be contacted before the next morning The most successful people analyze how free they will be and if they can be contacted if necessary, and then tell those who may need it. Kerr says: “Do you go into 'total darkness' with complete loss of contact with the office? Or do you make some exceptions? It depends on the situation and there is no single correct answer. The most important question to ask yourself is: ‘How willing am I to be available after hours without interfering with my vacation?’” 9. They analyze the schedule for the next day You have an important meeting in five minutes. Kerr states, "Successful people are good at scheduling and planning for the next day, and more importantly, envisioning how that day will turn out." This allows you to get to work with more confidence and less stress. 10. They Express Gratitude for Their Support Good teams are built on gratitude and recognition. Kerr says: “The habit of thanking someone at the end of a work day is incredible. effective method improve your own mood and end your and someone else's day on a good note. 11. They Wish Colleagues a Nice Evening A friendly "have a nice evening" is greatly underestimated - and requires very little effort. Taylor says, "It reminds your boss and employees that you are a human being and not just a colleague." In addition, in this way you focus the attention of colleagues and management on the fact that you left. 12. They leave on a positive note Before you leave, cheer yourself up with a smile, Taylor recommends. “It will prepare you to say goodbye to your colleagues on a good note.” Successful leaders leave a positive impression at the end of the day, and it lasts until the next morning. 13. They do leave Successful people resist the temptation to stay longer. They know how important it is to balance work and personal life, so they try to leave the office not too late. Taylor says, "Staying at work for no good reason reduces the level of performance you'll need tomorrow."

Many people talk on the phone. Business people are talking. The percentage of telephone conversations per day is sometimes much more than face to face. Observe telephone etiquette! This is very important rule. You are a well-mannered person, aren't you? Exactly.

Pick up the phone. They are calling you!

When the phone rings, we automatically pick up the phone and answer the usual “Hello!”.

Is that enough to start a conversation?

Let's see what telephone etiquette says.

First of all, let's draw a dividing line between business and personal contacts.

The moment that unites all conversations is politeness, restraint, command of the voice.

Your interlocutor cannot see what you are doing on the other side of the handset. But the slightest intonation betrays irritation, hostility, chagrin and other emotions.

business hello

They call you on your work phone. Do not grab the phone after the first beep. This can give the caller the impression that you have nothing else to do but answer the phone. It's not just your reputation. The conversation will leave an impression of the authority of the entire organization. Answer by waiting for two or three rings. But by no means more. The rules of telephone etiquette do not allow you to be disrespectful to a person in this way.

It is not recommended to immediately start a conversation with the name of the company. It is best to greet the caller with the neutral phrase “Good day!” This time of day is considered the main working time. In other cases, you can use the appeal "Hello!"

A prerequisite for a business conversation is the addition of a greeting to the so-called voice " business card". This may be the name of the organization or your personal data - position, first and last name.

Ideally, the greeting scheme would look like this: “Good afternoon! Sun Company! or “Good day! Sun Company. Manager Olga Sergeeva.

A well-structured answer to the call will start a successful pleasant conversation. Will create good impression about the organization, emphasize its status and give solidity. It is always a pleasure to do business with educated people. Therefore, the impression made can play a significant role in further cooperation.

Personal "Hello!"

If it seems to you that a conversation with a friend or friend can be started in any way, then you are mistaken. Any incoming call to your personal phone is also better to start with a wish for a dear day and your own introduction.

This way you protect yourself from unnecessary waste of time explaining if the caller dialed your number by mistake. When you get a private call during work hours, a slightly formal introduction will set the tone for the general conversation, meaning you will let the person know that it is not possible to have empty conversations at the moment. Yes, and this is just a manifestation of good breeding and politeness, which is interpreted by the rules of a telephone conversation.

When you call

It would seem, what is easier, dialed the number and laid out the essence of the conversation. But many have already seen through experience that the way you start a conversation is the way it will develop. Whether a business call becomes the beginning of a successful collaboration depends on the first moments of the conversation. The same can be said about personal contacts. Spend half an hour explaining who is calling and for what reason, or state the essence in a couple of minutes, it will be clear from the initial appeal.

business call

You dialed the company number and received a standard greeting response. You also need to introduce yourself. If you represent an organization, indicate its name and position. Next, briefly describe the essence of the appeal. You should respect the working time of others and do not waste your own on inconsistent explanations. Assuming a long conversation, do not forget to ask if it is convenient for the person who answered the phone to talk now. Perhaps the conversation should be rescheduled for a more convenient time.

The rules of conducting a telephone conversation say "no" to such greeting phrases as "You are worried about ...", "You understand what's the matter ...", "It's okay if I disturb you ...". Your “hello” in this case should be obeyed with dignity, without fawning. Then you can count on a productive conversation and self-respect. After a personal introduction, you can say “Help me solve this question…”, “Tell me please…”, “I am interested in…”, etc.

Personal call to a friend or relative

"Hello my friend. How are you?" - Of course, you can start a conversation with loved ones like this. But it would be better to introduce yourself. Especially if you are calling on a specific matter, and not just to chat. Firstly, you can dial the number of a friend at the wrong time. The person is busy, is at work or a business meeting, is engaged personal problems. Secondly, imagine that your number was simply not determined, and your voice seemed unfamiliar due to poor quality communication. In order not to put yourself and a friend in an awkward position, name yourself.

Let's continue the conversation

In any conversation, you must be attentive to the interlocutor. How to start a telephone conversation is a great skill, but its continuation is of great importance.

business continuation

You are the caller. So you have a specific task that you want to solve during the conversation. Prepare a list of questions that interest you in advance so as not to stray into third-party and not waste someone else's work time. Listen carefully to the interlocutor. Try to take notes of the answers, this will help to avoid asking again.

Lost connection during a call? Call back if you started a conversation. You must also end the conversation. Be sure to thank the interviewee. A pleasant ending will, of course, be a wish for a good day.

If they call you, listen carefully to the request. Do not forget to keep your attention to the conversation with the phrases “Yes, of course ...”, “I understand you ...”, “We will try to help ...”, etc. The interlocutor will feel confident and will be able to describe the problem. When a conversation threatens to drag on, take the initiative to help steer the conversation in the right direction.

Before closing, check with the interlocutor whether he received all the answers. If you cannot help him due to other official duties, tell him the contact of an employee who is competent in a given topic.

Personal conversation on the phone

In personal conversations, the situation is easier. But here, too, telephone etiquette provides some guidance. For example, a friend called you at an inconvenient time with a great desire to chat. For such cases, there is a standard telephone conversation: "Sorry, I'm in a meeting right now ..." or "I have a very important meeting, I'll call you back later ...". You can add “I understand that this is very important. I'll call you as soon as I'm free..." For the interlocutor, this will be an indicator that you are not ignoring his problems. So, there will be no more resentment. By the way, try to call back if promised.

General rules for telephone conversations

Phone etiquette rules are not made up out of thin air. These are the observations of psychologists, practical experience, analysis based on the results of many conversations. There is certain actions which etiquette welcomes or denies. We will collect some of them in a small memo.

1. Avoid loud personal conversations in public places and at work. You put others in an awkward position, forcing you to listen to the intimate details of your life, which has nothing to do with them.
2. Do not turn on the speaker phone unless you have warned the interlocutor about it. This situation can create adverse consequences. But first of all, this is a manifestation of respect for the person on the other end of the line.
3. Be careful when choosing a ringtone. Less loud aggression, because people with a weak nervous system may be nearby.
4. Turn off the sound on the phone while at meetings, meetings, in cultural institutions, as well as in those places where such a requirement is prescribed by the rules of conduct.
5. Do not combine phone conversation and eating. This makes it difficult to understand, expresses disrespect for the interlocutor.
6. Be careful about the time when you plan to make a call. Early morning, late night - these are, as you understand, not the most successful periods for talking even with the closest person. You can call at such a time only for the most urgent matters. Don't forget about it.

A small conclusion

Now you know telephone etiquette. Call on time. Be polite. Pleasant telephone conversations and good mood!