Use a telephone voicemail system

1. Use a telephone voicemail system Handout 1: Telephone communication

2. Telephone communication skills • The standard terms and phrases to use • How to receive a call according to your organisation’s guidelines • How to record and interpret information accurately • How to build rapport with the caller • How to give a good impression of yourself and the organisation.

3. Making a good impression • Your telephone communications create an impression of your organisation. • You will need to know the organisational procedures to follow and the standards expected. • Communication skills cover: • language used • tone.

4. Telephone language • Standard phrases for answering and ending calls. • Avoiding informal and slang expressions. • Be aware of tone.

5. Communication tips for making a good impression • Always be polite and courteous. • Avoid the use of slang expressions or jargon. • Have clear pronunciation. • Avoid the use of regional expressions that may not be understood by others. • Try to sound confident, helpful and friendly. • Smile.

6. Data protection and security • Some information is • personal • confidential. • This information should not be shared without authorisation.

7. Telephone equipment • You will also need to know how to use the equipment. • You will need to know how to carry out basic operations BEFORE you make or receive your first call.

8. Basic telephone equipment know-how You will need to know how to • Put a call on hold • Retrieve a call on hold • Transfer a call between extensions • Make an internal and external call.

9. Features of a modern telephone system • Redirect • Secrecy mode • Caller number display • Automatic redial • Speed dialling • Conference calling • Speaker phone • Ring back • Call barring • Voicemail

10. What to do when things go wrong • Your organisation will have set procedures for reporting faults with the telephone equipment. • Make sure you know what to do if you discover a problem.

11. Questions?