Welcome to

Managerial Communications

Presenter: Prof. Rajsee Joshi N.R. Institute of Business Management GLS Institute of Computer Technology - MBA

Topics Covered
Telephone Etiquette for Making Calls Etiquette for Answering Calls Teleconferencing

Short Story
It was 8 Oclock in the morning. Aman Patel was fast asleep in a New York hotel. The hotel operator woke him up with the message, Ada Clark, Mr. Patel. Aman wondered who she might be because he wasnt expecting any Ada Clark However he got up, put on a dressing gown, and waited for his visitor. It must be an early bird among public relations or newspaper women, he said to himself. As no Ada Clark appeared, Aman called the operator and asked what went wrong. She said, coldly, I said Eight oclock, Mr. Patel.

Telephone
Ever since Graham Bell made it possible for people at far away places to get connected, telephone has been an essential tool for business and social communication Very useful channel for quick local, national or international communication. Limitations Communicators and communicatees have to depend exclusively on voice

Total absence of other non-verbal support makes it imperative that we follow certain guidelines

Telephoning - General Preparation

Know your phone Keep a pen and writing pad next to the phone Keep distractions out; Concentrate on the call Find out how you sound on the phone

Telephoning - General Preparation

Cultivate a Lively Telephone Voice Be Extra careful when you speak to Foreigners Dont Ramble; Be considerate to Your Listener Adopt an Efficient Way of Giving Names & Numbers

How to make a Call?

Ask Yourself if it is the Right Time to Call Ask Yourself Why You Want to Call Jot Down the Points You Want to Make Keep at Hand All the Documents Related to the Call Mentally Draft a Brief Message for the Person You are Calling Dial the Number. Do it Yourself if Possible

When Someone Answers Your Call, Greet Them & Identify Yourself

How to make a Call? Cont

Apologize if You Get Through to a Wrong Number When You Get Through to the Right Person, Check if its the Right Time Say What You Want as Clearly & Briefly as You Can

Re-dial if the Line Gets Cut Off

When the Call is Over, Thank the Person Youve Spoken to After the Call, Complete Your Notes

How to Answer a Call?

Dont Let the Phone Ring More Than Two or Three Times Greet and Identify Yourself or Your Firm as Soon as You Pick up the Phone

Do Not Allow the Phone to Interrupt a Meeting or Something Equally Important

If someone Else Can Deal with the Call Better Than You, Transfer it to Them If the Person the Caller wants is Not Available, Offer a Return Call Take Notes as You Listen If you are Taking a Message for Someone, write it Down

Conversations
Voice on the phone: Hello? Is that the maternity hospital? Receptionist: Yes Voice on the phone: Can you please send an ambulance, the wife is about to have a baby. Receptionist: Is this her first baby? Voice on the phone: No. This is her husband

Mobile Phones
Switch off Your Mobile Phones When You are at a Meeting Switch off Your Mobile When You are Driving Dons Force Strangers to Listen to your Non-emergency calls

Teleconferencing

If you are organizing a Conference Call

Notify all the participants in advance. Call them and ask them if the date & time you have in mind is convenient for them Fax or email the agenda to all the participants in advance When fixing the time, keep in mind the local time zone if there are participants from different countries Punctuality is extremely important whether you are the organizer or one of the participants When you start the conference, call the junior participants first. The seniormost should be the

If you are organizing a Conference Call

Once everyone is connected, greet all of them before starting the business. If there are people who have not been introduced to the rest, introduce them If there are several participants, give them a clear idea of how you are going to proceed who will speak in what order Once the call is over, mail the minutes of the meeting to all the participants immediately

If you are Participating in a Conference Call

Where there are three or more participants, it is best for people to talk only when the conference call host asks them to Take notes on what others are saying. Refer to them when your turn comes Keep at hand all the information you are likely to need for the call Plan for the conference call as you would for a meeting. Be clear about what you want to say & say it briefly Speak slowly. Others may have difficulty following your accent especially if they are foreign participants Be considerate to other participants

Few actual answering machine recordings

Hi, this is John. If you the phone company, I already sent the money. If you are my parents, please send the money. If you are my financial aid institution, you didnt lend me enough money. If you my friends, you owe me money. If you are a female, dont worry, I have plenty of money. Hello, you are talking to a machine. I am capable of receiving messages. My owners do not need credit cards, bank loan, discounts or special offers. If you are still with me, leave your name and number and they will get back to you.

Few actual answering machine recordings

Hi, I am probably home; I am just trying to avoid someone I dont like. Leave me a message, and if I dont call back, its you.

Please leave a message. However you the right to remain silent. Everything you say will be recorded and will be used by us. Hello, I am Davids answering machine. What are you?

Thank You