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Use a telephone voicemail system

Learn the essential steps for making successful telephone calls, from preparing a script to practicing active listening and clarifying understanding. Improve your telephone manners and communication skills.

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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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