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Use a telephone voicemail system

Use a telephone voicemail system. Handout 2: Making telephone calls. Prepare for the call. Note down all the facts you must mention or find out. Look up and write down the correct number to call and the name of the person you need to speak to.

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Use a telephone voicemail system

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  1. Use a telephone voicemail system Handout 2: Making telephone calls

  2. Prepare for the call • Note down all the facts you must mention or find out. • Look up and write down the correct number to call and the name of the person you need to speak to. • Make sure you know your own organisation’s telephone number and your extension number! • Dial the number you require, taking care to do it accurately.

  3. During the call • Check you are through to the right number and then ask for the person (or department) you want to speak to. • Be prepared to give your own name and number. • Greet the person properly and introduce yourself again. • State the facts you need to mention. • Make clear notes.

  4. Ways to check you have understood correctly • Questioning • Active listening • Clarifying

  5. Types of questions • Open questions • Closed questions • Probing questions

  6. Active listening • Pay attention to the speaker’s words and expressions. • Use encouraging phrases such as ‘I see’ or ‘Go on’. • Do not interrupt – allow the speaker to finish. • Give the person your complete attention. • Clarify understanding.

  7. Clarifying understanding • Repeating back • Paraphrasing • Summarising.

  8. Telephone manners The person who makes the call should • end the call • call back if the line is cut.

  9. Questions?

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