Telephoning Tips Cloze

An activity by Ivan Garth


Listen to the WAV file:     MP3

As you listen, fill in all the gaps, then press "Check" to check your answers. Remember you can pause the listening at any time, but you cannot start over without losing all your input. Use the "Hint" button to get a free letter if an answer is giving you trouble. You can also click on the "[?]" button to get a clue. Note that you will lose points if you ask for hints or clues!


This week's topic is about a very common business tool, the telephone, and about all those wonderful tips I have found out there on the net. Although the use of email has reduced its use, the phone is still a very important tool for business communication, yet few people ever do specific telephone skills training. Now just think of all those important phone calls you have made during the last month and well, the not so important ones too... Are you sure you're of that time or could you improve?


As always, I'm sure there's , but I'm not going to provide a full training course, but I will outline some interesting which you may use:


Smile: Smile - when you pick up the phone, by smiling you'll project a friendly and interesting voice which is always important.


Prepare - If the phone call is difficult or very important prepare it well before calling. Think specially about what you want to achieve and the .


Slow down - Don't be in a hurry, there is no rush, by speaking slowly you transmit calmness and confidence. If you think you are speaking , you are probably speaking at just the right speed.


Resources at hand - Have all your resources at hand, and confuse your caller by looking for pens, info, etc...


Take notes - and never interrupt your caller. Your notes will help you come back to things you want to say and remember the important details once the call has finished, but never use the keyboard, it will make them feel you are not with them.


Repeat Agreements - In the end, repeat concisely what you have agreed on to confusion. Your notes will also be useful here.


Don't be provoked - Stay calm in all situations, a friendly response will calm down even the most beastly of creatures.


Speak loudly and clearly - Although you should speak in a low tone to avoid the shrillness of the phone, you should get you voice across without confusion and speak into the and do not place the phone under your chin.


Hang up gently - Although people say it's the first impression that counts, there's no need to cause a bad last impression by and causing a loud noise at the other end of the line.


If the telephone call is in English, I also recommend you pay special attention to the preparation and think through the imaginary phone call to recreate the situation. Also, make an effort to slowdown the conversation. It is in your interest to set a to help you understand and not get lost half way through the call. You can do this by first being modest and asking the caller to speak slowly as English isn't your native tongue and during the conversation speak slowly yourself and repeat information as the person speaks, giving you that extra time to think and digest the information.