22 TIPS OF TELEPHONE ETIQUETTES
1. Pick the phone, at worst, at the third ring.
2. Set / have a standard greeting.
3. Create a dialogue not a monologue.
4. Speak pleasantly (creating a good rapport
5. Smile on phone in order to have a good pleasant voice or tore.
6. Sound alert and active – let not your voice sound lazy, tired, and rude,
bored or disinterested
7. Use a low pitch tone, high pitch will sound like shouting.
8. Use a vocal response not dead silence.
9. Be polite or courteous to all calls irrespective of the circumstances.
10. Use simple words that the caller will understand. Avoid industrial jargons.
11. Don’t eat, sip a drink, and chew gum while on phone.
12. Listen very attentively.
13. Don’t work or do other things while on phone, the caller can sense your
distractions.
14. When transferring calls, whether in coming or out going, identity each party
to themselves
15. Don’t keep the caller on hold for more than sixty seconds without
communicating your effort.
16. Say ‘thank you’ for holding on. The caller feels appreciated
17. Return all calls promptly – if you were not available. When people call and
the recipient is not available, ensure you deliver the message.
18. Treat every call as a first time call.
19. Treat all calls as customers, all customers as friends
20. Your phone should not ring in a meeting; either switch it off or put it on
vibration.
21. When ending your call ensure there are no unfinished business. Let the
customer sound pleased ask “is there anything else I can do for you.”
22. BE THE BEST YOU CAN BE ON THE PHONE. IT GOES A LONG WAY YO SAYING WHO YOU ARE
Monday, June 23, 2008
Monday, June 9, 2008
Body Language
Body Language
Eye ContactEye contact is the most obvious way you communicate.. Maintain eye contact about 50% of the time in order to look interested, but not aggressive.
Facial Expression
Facial expression is another form of non-verbal communication. A smile sends a positive message and is appropriate in all but a life and death situation. Smiling adds warmth and an aura of confidence.
Mouth
Your mouth gives clues, too, and not just when you are speaking. Mouth movements, such as pursing your lips or twisting them to one side, can indicate that you are thinking about what you are hearing or that you are holding something back.
HeadThe position of your head speaks to people. Keeping your head straight, which is not the same as keeping your head on straight, will make you appear self-assured and authoritative. People will take you seriously. Tilt your head to one side if you want to come across as friendly and open.
ArmsHow receptive you are is suggested by where you place your arms. Arms crossed or folded over your chest say that you have shut other people out and have no interest in them or what they are saying.
The best place for your arms is by your side. You will look confident and relaxed. If this is hard for you, do what you always do when you want to get better at something - practice. After a while, it will feel natural.
Body angle
The angle of your body gives an indication to others about what's going through your head. Leaning in says, "Tell me more." Leaning away signals you've heard enough. Adding a nod of your head is another way to affirm that you are listening.
Posture
Posture is just as important as your grandmother always said it was. Sit or stand erect if you want to be seen as alert and enthusiastic. When you slump in your chair or lean on the wall, you look tired. No one wants to do business with someone who has no energy.
HandsControl your hands by paying attention to where they are. In the business world, particularly when you deal with people from other cultures, your hands need to be seen. That would mean you should keep them out of your pockets and you should resist the urge to put them under the table or behind your back. Having your hands anywhere above the neck, fidgeting with your hair or rubbing your face, is unprofessional.
Legs
Legs talk, too. A lot of movement indicates nervousness. How and where you cross them tells others how you feel. The preferred positions for the polished professional are feet flat on the floor or legs crossed at the ankles. The least professional and most offensive position is resting one leg or ankle on top of your other knee. Some people call this the "Figure Four." It can make you look arrogant.
DistanceThe distance you keep from others is crucial if you want to establish good rapport. Standing too close or "in someone's face" will mark you as pushy. Positioning yourself too far away will make you seem standoffish. Neither is what you want so find the happy medium. Most importantly, do what makes the other person feel comfortable. If the person with whom you are speaking keeps backing away from you, stop. Either that person needs space or you need a breath mint.
Eye ContactEye contact is the most obvious way you communicate.. Maintain eye contact about 50% of the time in order to look interested, but not aggressive.
Facial Expression
Facial expression is another form of non-verbal communication. A smile sends a positive message and is appropriate in all but a life and death situation. Smiling adds warmth and an aura of confidence.
Mouth
Your mouth gives clues, too, and not just when you are speaking. Mouth movements, such as pursing your lips or twisting them to one side, can indicate that you are thinking about what you are hearing or that you are holding something back.
HeadThe position of your head speaks to people. Keeping your head straight, which is not the same as keeping your head on straight, will make you appear self-assured and authoritative. People will take you seriously. Tilt your head to one side if you want to come across as friendly and open.
ArmsHow receptive you are is suggested by where you place your arms. Arms crossed or folded over your chest say that you have shut other people out and have no interest in them or what they are saying.
The best place for your arms is by your side. You will look confident and relaxed. If this is hard for you, do what you always do when you want to get better at something - practice. After a while, it will feel natural.
Body angle
The angle of your body gives an indication to others about what's going through your head. Leaning in says, "Tell me more." Leaning away signals you've heard enough. Adding a nod of your head is another way to affirm that you are listening.
Posture
Posture is just as important as your grandmother always said it was. Sit or stand erect if you want to be seen as alert and enthusiastic. When you slump in your chair or lean on the wall, you look tired. No one wants to do business with someone who has no energy.
HandsControl your hands by paying attention to where they are. In the business world, particularly when you deal with people from other cultures, your hands need to be seen. That would mean you should keep them out of your pockets and you should resist the urge to put them under the table or behind your back. Having your hands anywhere above the neck, fidgeting with your hair or rubbing your face, is unprofessional.
Legs
Legs talk, too. A lot of movement indicates nervousness. How and where you cross them tells others how you feel. The preferred positions for the polished professional are feet flat on the floor or legs crossed at the ankles. The least professional and most offensive position is resting one leg or ankle on top of your other knee. Some people call this the "Figure Four." It can make you look arrogant.
DistanceThe distance you keep from others is crucial if you want to establish good rapport. Standing too close or "in someone's face" will mark you as pushy. Positioning yourself too far away will make you seem standoffish. Neither is what you want so find the happy medium. Most importantly, do what makes the other person feel comfortable. If the person with whom you are speaking keeps backing away from you, stop. Either that person needs space or you need a breath mint.
Tuesday, June 3, 2008
Public Speaking Anxiety
Public Speaking Anxiety: Everyone is Judging Me! (Good one)
Many people express fear of public speaking - which is quite a large category of fear when you think about everything that might be considered public speaking. But is it really "speaking" that they fear, or is it something else? What people are really afraid of may be something much more personal:
* Fear of being judged
* Fear of not being liked
* Fear of being boring and not having anything worthwhile to say
* Fear of being exposed as an imposter - as someone who isn't really an expert
* Fear of losing one's place during the talk
* Fear of making mistakes
* Discomfort with being the center of attention
Public speaking is perceived as a venue for scrutiny, and much of what people really fear is that their flaws will be revealed. Is your biggest fear on this list?
Now ask yourself these questions: How many of the fears on the list are based on reality for you - that is, you absolutely know that they will happen? How many of them have happened to you before? Which fears might you be able to decrease or lose entirely - with preparation, practice, and letting go of rigid expectations of perfection?
Today's pointers are not about you. They're about your audience. Today's pointers are also about reframing, or training your brain to perceive the situation of public speaking in a different way.
Pointer #1: People want you to succeed
The audience is not sitting there hoping you'll fall on your face. The audience doesn't care if you mess up. Even if you make a mistake, everyone can relate. We've all been there, and we're all human.
It's actually much easier to relate to a speaker who is human and imperfect than it is to relate to an overly polished, overly slick speaker. Put yourself in the audience's shoes for a moment. You've been on the other side many times - did you ever want the speaker to fail? Of course not!
People want to connect with the speaker, have a relationship with the speaker, whether they are conscious of this or not. Your job, as the speaker, is to build that rapport with the audience. The more you connect on an emotional level, the better the audience relates to you.
Before the event, while you're visualizing your successful presentation (you do visualize your successful presentation, don't you?), say to yourself, "People want me to succeed."
Pointer #2: People want to learn from youThey have come because they are expecting to learn something new or hear something interesting from you. They know you are the expert. They don't know how nervous you are; they don't know that you feel insecure. They expect you to know what you're talking about. And guess what - you do!
Think of yourself as a teacher. You are there to convey information that your audience needs and wants. Nobody can deliver this particular information the way you can. Your content, style, and delivery are all unique and special to you. Take pride in your ability to pass along this valuable information to your audience.
Remember this phrase: "What's in it for them?" If you put the needs of the audience above your own concerns about how you're being perceived, you will find great satisfaction in meeting those needs, and your fears will become secondary.
Before the event, while you're visualizing your successful presentation, say to yourself, "I have valuable information to share, and I know my stuff."
Pointer #3: You can't always tell what your audience is thinking
Have you ever looked out into the room where you're speaking and noticed someone sending e-mails from his handheld device?
You're rarely going to have the full attention of everyone in the room when you give a presentation. People have too many other things on their minds, and that's just a reality that all speakers face.
You might be the most intelligent, engaging, and humorous speaker they've ever heard, but someone in the room will not be paying attention. Are you going to focus on the one person who appears to be nodding off, or the 47 people who are smiling and enthralled?
Something else to keep in mind: not everyone expresses her/himself in the same way. We all know this rationally, yet we still feel uncomfortable and anxious when we spot someone who appears to be bored or distracted.
A participant may process your words better while doing something else, like reading e-mails, playing a game, or doodling. Some people hear better when they're not distracted by visuals, so those people may not be making eye contact with you or looking at your materials. They may be paying attention to everything you say, but in a way that's not familiar to you. You may even be surprised when one of these audience members comes to you at the end and tells you how much they enjoyed your presentation!
Now, if half of your audience appears to be nodding off or scrunching up their faces in confusion, there may be some basis for shifting gears a little. Do pay attention to your audience throughout your talk, and make an effort to read their body language so you know where you stand. There are plenty of good books and articles online about body language if you'd like to learn more.
Before the event, while you're visualizing your successful presentation, say to yourself, "I am an interesting and engaging presenter."
Practice reframing the way you perceive your audience, putting your attention on meeting their needs, and using positive affirmations before speaking engagements, and you will greatly reduce your public speaking anxiety.
Many people express fear of public speaking - which is quite a large category of fear when you think about everything that might be considered public speaking. But is it really "speaking" that they fear, or is it something else? What people are really afraid of may be something much more personal:
* Fear of being judged
* Fear of not being liked
* Fear of being boring and not having anything worthwhile to say
* Fear of being exposed as an imposter - as someone who isn't really an expert
* Fear of losing one's place during the talk
* Fear of making mistakes
* Discomfort with being the center of attention
Public speaking is perceived as a venue for scrutiny, and much of what people really fear is that their flaws will be revealed. Is your biggest fear on this list?
Now ask yourself these questions: How many of the fears on the list are based on reality for you - that is, you absolutely know that they will happen? How many of them have happened to you before? Which fears might you be able to decrease or lose entirely - with preparation, practice, and letting go of rigid expectations of perfection?
Today's pointers are not about you. They're about your audience. Today's pointers are also about reframing, or training your brain to perceive the situation of public speaking in a different way.
Pointer #1: People want you to succeed
The audience is not sitting there hoping you'll fall on your face. The audience doesn't care if you mess up. Even if you make a mistake, everyone can relate. We've all been there, and we're all human.
It's actually much easier to relate to a speaker who is human and imperfect than it is to relate to an overly polished, overly slick speaker. Put yourself in the audience's shoes for a moment. You've been on the other side many times - did you ever want the speaker to fail? Of course not!
People want to connect with the speaker, have a relationship with the speaker, whether they are conscious of this or not. Your job, as the speaker, is to build that rapport with the audience. The more you connect on an emotional level, the better the audience relates to you.
Before the event, while you're visualizing your successful presentation (you do visualize your successful presentation, don't you?), say to yourself, "People want me to succeed."
Pointer #2: People want to learn from youThey have come because they are expecting to learn something new or hear something interesting from you. They know you are the expert. They don't know how nervous you are; they don't know that you feel insecure. They expect you to know what you're talking about. And guess what - you do!
Think of yourself as a teacher. You are there to convey information that your audience needs and wants. Nobody can deliver this particular information the way you can. Your content, style, and delivery are all unique and special to you. Take pride in your ability to pass along this valuable information to your audience.
Remember this phrase: "What's in it for them?" If you put the needs of the audience above your own concerns about how you're being perceived, you will find great satisfaction in meeting those needs, and your fears will become secondary.
Before the event, while you're visualizing your successful presentation, say to yourself, "I have valuable information to share, and I know my stuff."
Pointer #3: You can't always tell what your audience is thinking
Have you ever looked out into the room where you're speaking and noticed someone sending e-mails from his handheld device?
You're rarely going to have the full attention of everyone in the room when you give a presentation. People have too many other things on their minds, and that's just a reality that all speakers face.
You might be the most intelligent, engaging, and humorous speaker they've ever heard, but someone in the room will not be paying attention. Are you going to focus on the one person who appears to be nodding off, or the 47 people who are smiling and enthralled?
Something else to keep in mind: not everyone expresses her/himself in the same way. We all know this rationally, yet we still feel uncomfortable and anxious when we spot someone who appears to be bored or distracted.
A participant may process your words better while doing something else, like reading e-mails, playing a game, or doodling. Some people hear better when they're not distracted by visuals, so those people may not be making eye contact with you or looking at your materials. They may be paying attention to everything you say, but in a way that's not familiar to you. You may even be surprised when one of these audience members comes to you at the end and tells you how much they enjoyed your presentation!
Now, if half of your audience appears to be nodding off or scrunching up their faces in confusion, there may be some basis for shifting gears a little. Do pay attention to your audience throughout your talk, and make an effort to read their body language so you know where you stand. There are plenty of good books and articles online about body language if you'd like to learn more.
Before the event, while you're visualizing your successful presentation, say to yourself, "I am an interesting and engaging presenter."
Practice reframing the way you perceive your audience, putting your attention on meeting their needs, and using positive affirmations before speaking engagements, and you will greatly reduce your public speaking anxiety.
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