Chapter 5
Telecommunications
Telecommunications
Using Your Communication Skills
Making Productive Telephone Calls
Receiving Telephone Calls
Being Careful When Answering Calls for
Others
Placing Long-Distance Calls
Office Procedures for the 21st Century, 8e
Burton and Shelton
2
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Telecommunications
(continued)
Developing Effective Telephone
Techniques
Telephone Technology
Ethics and the Telephone
Making International Telephone Calls
Office Procedures for the 21st Century, 8e
Burton and Shelton
3
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Using Your Communication Skills
Speak Clearly
Listen Actively
Use Correct Grammar
Office Procedures for the 21st Century, 8e
Burton and Shelton
4
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Communication Skills—
Speak Clearly
Prevents caller frustration
Practice clear tone and words
Correct Volume – same as talking to person on other side of
desk
Speed – Don’t run words together, yet don’t speak too slowly
Inflection – Vary tone of your voice; add emphasis
Pronunciation – Speak correctly, clearly, and distinctly
Avoid : wouldja, wanna or gimme
Office Procedures for the 21st Century, 8e
Burton and Shelton
5
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Communication Skills—
Listen Actively
Requires understanding of message from caller’s
point of view
To be active
Concentrate
Show empathy
Show acceptance
Be responsible
Office Procedures for the 21st Century, 8e
Burton and Shelton
6
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Communication Skills—
Use Correct Grammar
Project professional image
Identify common grammar errors, such as
When subject and verb do not agree
Examples
Avoid jargon, technical terms, or local
sayings
Office Procedures for the 21st Century, 8e
Burton and Shelton
7
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Making Productive Telephone Calls
Be Prepared
Introduce Yourself
Conclude Calls Efficiently
Leave Messages
Office Procedures for the 21st Century, 8e
Burton and Shelton
8
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Productive Telephone Calls—Be Prepared
Assemble materials
Write down questions and comments
Be certain to have correct number and
name of person to be called
Use local telephone directories
Search Internet
Office Procedures for the 21st Century, 8e
Burton and Shelton
9
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Productive Telephone Calls—Introduce
Yourself
If receptionist answers for organization,
give person’s name and department
Identify yourself and organization
Office Procedures for the 21st Century, 8e
Burton and Shelton
10
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Productive Telephone Calls—Conclude Calls
Efficiently
Use receiver’s name
Summarize comments, agreements,
actions, and responsibilities
Get agreement in summary
Thank person for his or her time
Office Procedures for the 21st Century, 8e
Burton and Shelton
11
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Productive Telephone Calls—Leave
Messages
Leave a complete message
First and last name
Organization name
Reason for call
Telephone number including area code
Best time to return call
Office Procedures for the 21st Century, 8e
Burton and Shelton
12
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Receiving Telephone Calls—Tips
Answer promptly
Identify yourself
Take complete
messages
Transfer calls
properly
Office Procedures for the 21st Century, 8e
Burton and Shelton
13
Answer a second
telephone
Distribute messages
promptly
Screen calls
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Receiving Telephone Calls—Answer
Promptly
YOU project image
Answer promptly
No later than 3rd or 4th ring
Don’t turn on speaker or lift receiver and make
caller wait while you finish another
conversation
Speak clearly and at moderate speed
Office Procedures for the 21st Century, 8e
Burton and Shelton
14
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Receiving Telephone Calls—Identify
Yourself
Let caller know he/she has reached
right office; identify yourself with both
your first and last name
If you answer phone for several managers, give
proper identification for each person whose
telephone you answer
Never answer business telephone
with “Hello”
Office Procedures for the 21st Century, 8e
Burton and Shelton
15
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Receiving Telephone Calls—Take Complete
Messages
Date and time
Complete name of caller
Telephone number and area code
Caller’s business affiliation
Pertinent information needed for return calls
Restate message to caller for accuracy
Person’s identity taking call
For forms, use initials
E-mail automatically identifies sender
Office Procedures for the 21st Century, 8e
Burton and Shelton
16
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Receiving Telephone Calls—Be Careful
When Answering Calls for Others
Use statements like “He is away from his desk at the
moment”
Avoid statements like “He’s still at lunch”
Don’t use the “in conference” excuse
If in meeting, suggest time when you expect him or her
back
Offer assistance in manager’s absence
Office Procedures for the 21st Century, 8e
Burton and Shelton
17
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Receiving Telephone Calls—Transfer Calls
Properly
Explain caller is being transferred to
someone else who can handle call
Give caller name and number of person to
whom he/she is being transferred
If you don’t know where to transfer or
you don’t know answer:
Tell caller you will find out and ask if you
can call him/her back within a “short”
timeframe
Office Procedures for the 21st Century, 8e
Burton and Shelton
18
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Receiving Telephone Calls—Answer a
Second Telephone
If two telephones ring at same time:
Answer 1st one and ask if you can put caller on hold in
order to answer another call
Answer 2nd call, state you are on another line, and ask
if you can put him/her on hold
Return to 1st call
Thank caller for holding
Ask how you may direct call
Office Procedures for the 21st Century, 8e
Burton and Shelton
19
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Receiving Telephone Calls—Answer a
Second Telephone (continued)
Local callers:
Offer to call second person back,
after you explain you are on another
call
When finished with first caller, dial
second caller
Office Procedures for the 21st Century, 8e
Burton and Shelton
20
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Receiving Telephone Calls—Answer a
Second Telephone (continued)
If second caller is a long-distance, outof-country call, do not offer to call back
Ask someone else to take call, or
Tell long-distance caller you interrupted a
local call to answer
Excuse yourself long enough to tell first caller you’ll
return
Complete long-distance call as quickly as possible
Do not keep first caller waiting for more than a minute
Office Procedures for the 21st Century, 8e
Burton and Shelton
21
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Receiving Telephone Calls—Distribute
Messages Promptly
Delayed messages can cause costly
and or embarrassing situations
Place messages where they will be
located
Inform caller you will be sure to deliver
message; you cannot guarantee call will
be returned!
Office Procedures for the 21st Century, 8e
Burton and Shelton
22
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Receiving Telephone Calls —Distribute
Messages Promptly (continued)
Besides taking message, many
requests can be handled by you or by
other employees
When manager phones in to check on
office, provide brief summary of
activities and incoming phone calls
Your job is to collect, use, and provide
information
Office Procedures for the 21st Century, 8e
Burton and Shelton
23
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Receiving Telephone Calls—Screen Calls
If you must screen calls, probe
courteously for information
Determine if caller can be referred to someone
else who can help
Ask how manager wants you to handle
callers who won’t identify themselves
Screening calls
Saves manager time
Assists caller
Office Procedures for the 21st Century, 8e
Burton and Shelton
24
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Receiving Telephone Calls—Screen Calls
(continued)
All calls must be handled.
Learn “who” does “what” in your
organization—never leave caller guessing
Helpful responses
“I don’t know the answer to your questions.
I will be happy to ask . . .”
“I will need to find out that information. May
I call you back in. . .”
Office Procedures for the 21st Century, 8e
Burton and Shelton
25
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Placing Long-Distance (LD) Calls
Domestic LD calling
Calling Card Calls
Directory Assistance Calls
U.S. Time Zones
International Calling
Office Procedures for the 21st Century, 8e
Burton and Shelton
26
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Placing Long-Distance Calls—Domestic LD
Calling
Direct Distance Dialing (DDD)
Caller dials number without assistance
Operator-Assisted
Collect calls, pay phone
Office Procedures for the 21st Century, 8e
Burton and Shelton
27
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Placing Long-Distance Calls—Calling Card
Calls
May or may not need operator
assistance
Equivalent to direct debit card
Has magnetic stripe on back that updates
(debits) amount each time call is made
Convenient and cost effective
Office Procedures for the 21st Century, 8e
Burton and Shelton
28
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Placing Long-Distance Calls—Directory
Assistance
Dial 1 + Area Code + 555 + 1212
Use area code for geographic location
Provide operator with name of city or town
and name of person
Hang up, dial number, using:
If necessary, see directory
1 + area code + seven-digit number provided by operator
Pay a charge for dialing service
Office Procedures for the 21st Century, 8e
Burton and Shelton
29
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Placing Long-Distance Calls—Time
Zones in U. S.
Divided into five zones:
Atlantic
Eastern
Central
Mountain
Pacific
Know time zone for desired city
Office Procedures for the 21st Century, 8e
Burton and Shelton
30
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Placing Long-Distance Calls— International
Calls
Countries with area codes are accessed similar
to U.S. – use: 1 + area code + number
Dial foreign countries directly – use:
011 + country code + city code + local number
Most codes are found in telephone directories or on
Internet
Use operator assistance, when person-to-person,
credit card, third party billing, etc.
Use “01” + country code + routing code + local number
Office Procedures for the 21st Century, 8e
Burton and Shelton
31
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Placing Long-Distance Calls—Time
Zones Around World
Divided into 24 time zones
One hour apart
Standard time calculated from Greenwich,
England
Office Procedures for the 21st Century, 8e
Burton and Shelton
32
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Developing Effective Telephone Techniques
Be Courteous
Be Considerate When
Using Speakerphones
Handle Angry Callers
Office Procedures for the 21st Century, 8e
Burton and Shelton
33
Return Telephone
Calls Promptly
Check Messages
Frequently
Avoid Telephone Tag
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Developing Effective Telephone
Techniques—Be Courteous
Use greeting
Many callers miss name of
organization if it is first word spoken
Listen actively
If leaving line, explain why and avoid
wait of over two minutes
Office Procedures for the 21st Century, 8e
Burton and Shelton
34
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Developing Effective Telephone
Techniques—Be Courteous (continued)
Use courteous phrases during
conversation
Redirect caller
Give caller appropriate name and number
Let him or her know if you’re looking it up
Transfer call, if possible
End call using courteous phrase
Office Procedures for the 21st Century, 8e
Burton and Shelton
35
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Developing Effective Telephone
Techniques—Be Considerate When Using
Speakerphones
Let other person/group know you are using
speakerphone
Ask person if reception is clear before you begin
conversation
Let person know who else is in room
Avoid shuffling papers or moving items on desk
Office Procedures for the 21st Century, 8e
Burton and Shelton
36
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Developing Effective Telephone
Techniques—Handle Angry Callers
Deal with situation
Find out what caller wants
If not possible to do what person wants,
suggest alternatives
Share information
Agree on solution
Follow up
Office Procedures for the 21st Century, 8e
Burton and Shelton
37
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Developing Effective Telephone
Techniques—Return Telephone Calls
Promptly
Establish procedure for returning calls
Return several calls at one time
Be aware of routine callers’ habits
Office Procedures for the 21st Century, 8e
Burton and Shelton
38
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Developing Effective Telephone
Techniques—Check Messages Frequently
Develop a routine for checking messages
frequently
Create a positive, professional image
Office Procedures for the 21st Century, 8e
Burton and Shelton
39
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Developing Effective Telephone
Techniques—Avoid Telephone Tag
Determine best time to either return call or to
receive a call-back
Send e-mail or fax
Determine if you can locate information from
another individual in another department
Office Procedures for the 21st Century, 8e
Burton and Shelton
40
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Telephone Technology
Automatic Routing Units
Answering Services and Machines
Messaging
Cellular Service
Voice Mail
Common Telephone Equipment
Office Procedures for the 21st Century, 8e
Burton and Shelton
41
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Telephone Technology—Automatic Routing
Units
Answer call and recorded voice
identifies departments or services caller
can access by pressing specified
number
May include electronic mailboxes so
caller can leave message
Office Procedures for the 21st Century, 8e
Burton and Shelton
42
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Telephone Technology—Answering Services
and Machines
Answering services are answered by
live operator who
Takes messages and judges whether to
reach subscriber during after-business
hours
Answering machine—maintained by
pre-recorded message during afterbusiness hours
Office Procedures for the 21st Century, 8e
Burton and Shelton
43
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Telephone Technology—Messaging
Instant messaging (IM)
Allows a private chat room
Text messaging
Sends short messages usually to wireless
device
Office Procedures for the 21st Century, 8e
Burton and Shelton
44
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Telephone Technology—Cellular Etiquette
Never talk in public places
Don’t use loud and annoying tones
Never accept calls while in meeting,
interview, or doctor’s office
Don’t place cell phone on work desk—
unless waiting on urgent message
Office Procedures for the 21st Century, 8e
Burton and Shelton
45
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Telephone Technology—Voice Mail
Advantages
Allows messages to be recorded and saved in mailbox
Sent regardless of time zones or work schedules
Sent to number of people simultaneously
Disadvantages
Callers forced to listen to long messages
Users do not access mailboxes regularly
Office Procedures for the 21st Century, 8e
Burton and Shelton
46
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Telephone Technology—Voice Mail (continued)
Ways to improve interactions
Consider stating and changing date of greeting daily
Record appropriate message when away from office
for extended time
State message clearly and concisely
Consider tone and impression left in message
Avoid leaving lengthy messages
Office Procedures for the 21st Century, 8e
Burton and Shelton
47
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Common Telephone Equipment
Touch-Tone Telephone
Provides regular service and tone
transmission
Key Telephones
Flexibility of making/receiving multiple calls
simultaneously
Office Procedures for the 21st Century, 8e
Burton and Shelton
48
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Ethics and the Telephone
Unethical behavior related to use
Using long-distance code for personal longdistance calls
Using organization’s telephone for consistent
personal use
Using speakerphone when caller doesn’t realize
feature is being used
Office Procedures for the 21st Century, 8e
Burton and Shelton
49
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Making International Telephone Calls
International calls may not go through as
expected
Consider following
Office phone system
Correct format for dialing international numbers
International holidays
Time zone differences
Language barriers
Office Procedures for the 21st Century, 8e
Burton and Shelton
50
© 2011 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
