Chapter 5: Telephone Etiquette and Business Communication
1.
Basic Telephone Etiquette
Content:
- Greeting on the Phone:
- Example Phrases:
- “Good morning/afternoon,
[Your Name] speaking.”
- “Hello, this is [Your Name].
How can I help you?”
- Introducing Oneself:
- Example Phrases:
- “This is [Your Name] from
[Your Company].”
- “My name is [Your Name]. I’m
calling regarding…”
- Taking Messages:
- Example Phrases:
- “Could you please leave your
name and contact number, and I’ll get back to you?”
- “I’ll make sure [person’s
name] gets your message.”
- “When would be a convenient
time for [person’s name] to return your call?”
Practice Activity:
- Pair up with a partner and practice simulated phone
calls. Take turns being the caller and the receiver, focusing on using
proper greetings, introducing yourselves clearly, and taking messages
accurately.
2.
Effective Email Writing
Objective: Develop skills in writing effective emails, including
structure, tone, and using professional language.
Content:
- Email Structure:
- Subject line: Clear and concise summary of the email’s
purpose.
- Introduction: Greeting and purpose of the email.
- Body: Main message or information.
- Conclusion: Closing remarks or call to action.
- Signature: Your name, position, and contact information.
- Tone and Professional Language:
- Use formal language appropriate for business
communication.
- Avoid slang or casual expressions.
- Example Phrases:
- “Dear [Recipient’s Name],”
- “I hope this email finds you
well.”
- “Please find attached the
report for your review.”
Practice Activity:
- Write and exchange emails with a partner on various
topics (e.g., requesting information, confirming a meeting). Review each
other’s emails for clarity, tone, and professionalism.
3.
Understanding Common Business Phrases and Expressions
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Objective: Familiarize yourself with common business phrases and
expressions used in professional communication.
Content:
- Common Phrases and Expressions:
- Example Phrases:
- “Could you please elaborate
on that?”
- “Let’s touch base later to
discuss the details.”
- “I’ll follow up with you next
week.”
- “Thank you for your prompt
response.”
- Polite and Formal Language:
- Example Phrases:
- “I apologize for any
inconvenience caused.”
- “Could you kindly provide
more information?”
- “Please let me know if you
have any questions or concerns.”
Practice Activity:
- Create dialogues or scenarios using common business
phrases. Practice with a partner to improve familiarity and fluency in
using these expressions.
4.
Role-Playing Exercises for Telephone Conversations and Business Communication
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Content:
- Scenario 1: Handling Customer Inquiries
- Person A:
Customer calling with a query.
- Person B:
Customer service representative responding.
- Example Dialogue:
- Person A: “Hello, I’m calling to
inquire about your services.”
- Person B: “Certainly, I’d be happy to
help. Could you please provide me with your contact details?”
- Scenario 2: Setting Up a Business Meeting
- Person A:
Calling to arrange a meeting.
- Person B:
Receptionist or assistant responding.
- Example Dialogue:
- Person A: “Good morning, I’d like to
schedule a meeting with Mr. Smith.”
- Person B: “Of course, let me check Mr.
Smith’s calendar. When would be convenient for you?”
- Scenario 3: Email Communication
- Person A:
Sending an email requesting information.
- Person B:
Responding to the email with the required details.
- Example Dialogue:
- Person A: “Dear [Recipient’s Name], I
am writing to request more information about your product offerings.”
- Person B: “Dear [Sender’s Name], Thank
you for your inquiry. Please find attached our product catalog for your
reference.”
Practice Activity:
- Role-play each scenario with a partner, alternating
roles to practice both initiating and responding to phone calls and
emails. Focus on using appropriate language, tone, and professional
etiquette.
Summary
In this chapter, you learned
essential skills for effective telephone etiquette and business communication,
including greeting callers, introducing yourself, taking messages, writing
effective emails, using common business phrases, and engaging in role-playing
exercises to reinforce these skills.
Homework
Activity: Write a formal email requesting information or confirming a
meeting. Practice with a partner and exchange feedback on clarity, tone, and
professionalism.
Additional Resource
Books:
- “Email Etiquette: A Fresh Look at Business
Communication” by David Tuffley
- “Business Communication: Process and Product” by Mary
Ellen Guffey
By practicing these skills
regularly, you will enhance your ability to communicate professionally over the
phone and through email, contributing to your overall success in the workplace.