Unit12CommunicationsEtiquette通讯礼仪

1、Unit Twelve Communications Etiquette1Focal Points1. How to make a phone call politely2. How to answer a phone call politely3. How to use your cellular phone politely in public2ContentsLead in1Reading A2Reading B3Reading C45Exercises3Test your communication etiquettes1) What should you NOT do when an

2、swering phone calls A. Answer The Phone With A Smile On Your Face B. Eat & Drink C. Speak Clearly D. Address The Person By Their Title (Mr. / Ms. / Mrs.) 2) How Do You Listen Effectively? A. Maintain Eye Contact B. Display Openness C. Be Quite D. All Of The Above 3) What Are Some Of The Listening Ba

3、rriers You May Encounter While On The Job? A. Cultural Differences B. Speaking Too Fast C. All Of The Above D. None Of The Above Warming up4Test your communication etiquettes4) Too much information during communication can make it very difficult for listeners to pay attention, is an example of what

4、type of communication barrier? A. Information Overload B. Biases and Receiver Emotions C. Unclear Speaker D. Cultural Differences 5) How many steps are there in effective communication? A. 5 B. 3 C. 4 D. 7 6) What are the steps in effective communication? A. Organize Information, Gain Listeners Atte

5、ntion, Check Understanding B. Check Understanding, Organize Information, Gain Listeners Attention C. Gain Listeners Attention, Organize Information, Asses Working Environment D. Gain Listeners Attention, Organize Information, Check UnderstandingWarming up5Test your communication etiquettes7) What is

6、 NOT a key element you should consider when improving listening? A. Dont ask questions if your unclear B. Repeat whats been said for clarification C. Show interest by facing the speaker D. Give non-verbal cues that show interest 8) When writing an email, it is best to A. Write your email in sentence

7、 case B. Write in bold lettering C. TYPE IN CAPS SO THEY KNOW YOUR EMAIL IS IMPORTANT D. Change the font color to match your wardrobeWarming up6Speaking on the Phone Some people just dont know how to speak on the phone. You can hear every breath theyre taking and the crunch-crunch of their afternoon

8、 corn chips, or they have the receiver so far away from their mouths that they sound like theyre talking to you from the slopes of Mount Kilimanjaro. Some people also dont know how to listen on the phone. They respond “Uh-huh” to whatever you say while you hear the clicking of their busy fingers on

9、the keyboard in the background, or they talk so much that you cant get a word in edgewise. These typical scenarios are common, but shouldnt be this way! If you use the information in the following sections, youll be a polite speaker and listener on the phone in no time. Reading AUnit Twelve Communic

10、ations Etiquette7Speaking on the Phone So many people work in front of a computer screen all day that its easy to forget the usual social graces which include things they learned as children, such as how to answer and place a call. Every time you make or receive a telephone call at work, youre repre

11、senting your company. And, many times, the first contact a person has with a company is over the phone, so the impression you make on the phone may be a lasting one. Therefore, you want to sound professional. Now for some basic telephone manners:Reading AUnit Twelve Communications Etiquette8Speaking

12、 on the PhonePrepare for the phone call before you make it. Have some idea of what youre going to talk about. Have a pen and paper handy.Make notes if necessary, especially if youre forgetful. Planning is better than having to make a second call. When you call someone, introduce yourself the right w

13、ay: 1. Say, “Hello.” 2. Identify yourself and your affiliation. 3. Ask for the person to whom you would like to speak. Heres an example: “Hello. This is Tom Canon from Canon Technologies, calling for Ms Hillander concerning next springsconference. Is she available?” Reading AUnit Twelve Communicatio

14、ns Etiquette9Speaking on the Phone Always state the reason for your call. Dont feel put off if youre asked to state the purpose of your business. If Ms Hillander is available, you will be transferred to her. When she answers, repeat your name and affiliation, state your business, and give an estimat

15、e of the time you think the call will take, as in this example: “Hello, Ms Hillander. This is Tom Canon from Canon Technologies, calling about next springs conference in San Francisco. Do you have ten minutes to talk about marketing strategy?” Reading AUnit Twelve Communications Etiquette10Speaking

16、on the Phone Thats all you need. Youve said who you are and what you want to talk about. Now you pass the ball into the other persons court and let her respond. If the person you are calling is not available, whether youre leaving a voice mail or a message with a real person, give your name, your co

17、mpanys name, your telephone number, a time you can be reached, and a brief message. Refrain from leaving a monologue to replace the conversation you would have had. If youre leaving a voice mail, repeat your phone number and speak slowly. Reading AUnit Twelve Communications Etiquette11Speaking on th

18、e Phone When your conversation is finished, end it cordially and quickly. A business call is not a social call, so you dont need to drag the conversation out beyond the business at hand. If you know the other person well, however, you may end the conversation with a few questions about something per

19、sonal, such as “I was glad to hear your mother is back from the hospital” or “How did Sarahs soccer game go?”Reading AUnit Twelve Communications Etiquette12Speaking on the PhoneKeep the following guidelines in mind during a phone conversation: Answer as promptly as possible. Exercise patience on the

20、 phone, and let other people finish their sentences. Focus on listening. Speak so as not to be misunderstood. Listen to what the other person is saying. Dont interrupt and speak over and while the other person is speaking. Confirm youre listening with periodic oral sounds, such as “ah-hah,” “yes,” a

21、nd the like. Dont chime in to interject your own comments and opinions. Reading AUnit Twelve Communications Etiquette13Speaking on the PhoneBe sure to speak directly into the mouthpiece, slowly and clearly. Articulate properly, for example, “yes” instead of “yeah.” Your posture when you speak on the

22、 phone strongly affects how you sound to the person on the other end and the energy that comes across on the telephone. Dont slump in your chair; sit up straight. Also, smiling while you speak can actually make the tone of your voice more pleasant. If you dial an incorrect number, apologize before y

23、ou hang up. This is also considerate if you get someones voice mail. Reading AUnit Twelve Communications Etiquette14Watch out for these mistakes: Never sneeze, belch, blow your nose, snort, or cough into a phone. Of course this can be unavoidable, so always turn your head away from the phone and off

24、er an apology. Never use phone calls as an opportunity to get caught up with paper-shuffling. Never eat, drink, or chew gum while youre on the phone. Never answer the phone abruptly by simply saying “yes.” Never use slang terms or words that are inappropriate in business, such as “honey,” “dear,” an

25、d “sweetheart.” Reading AUnit Twelve Communications EtiquetteSpeaking on the Phone15Reading BUnit Twelve Communications EtiquetteAnswering the Phone The majority of phones today seem to be answered by voice mail. Getting an actual voice on the other end of the line is a pleasant surprise! Companies

26、have lots of protocols for answering the phones. Most companies use an automated voice-mail system with a variety of menus. If well constructed, these answering systems can be helpful and efficient. If poorly constructed, they can be a confusing and frustrating experience. The first contact a potent

27、ial client or customer typically has with your company is when someone answers your companys phone. Make sure that its answered well. When you answer the phone, speak clearly, identify your company, and ask the caller how you may direct the call or how you may help. Answer any questions, if you can.

28、 If you cant, direct the call to the appropriate person. 16Reading BUnit Twelve Communications EtiquetteAnswering the Phone Many greetings are acceptable, but they all contain the following information: your company name and your name. Heres a greeting that gets it right: “Good morning. Holistic Hea

29、lth, Inc. James Moody speaking.” This greeting is simple, succinct, and informative. If you say it with the right inflection in your voice that is, upbeat and engaged you set the right tone for the rest of the conversation immediately. When you pick up the phone, remember toStop whatever else you ar

30、e doing.Speak clearly into the receiver.Be upbeat. Try smiling while youre speaking; it works! 17Reading BUnit Twelve Communications EtiquetteAnswering the Phone Putting a caller on hold is frustrating to the caller, so refrain from doing it unless you absolutely have to. If you have to, remember th

31、at the process is easier on the caller if you say “Will you please hold for a moment? Ill go and get that information” than if you command the caller to “Hold!” and push the button. Try your hardest to remember that people are on hold when you put them there. Update the caller every half-minute or s

32、o on the progress youre making in putting his call through. If you need to connect a caller to someone else, tell him the name of the person you are directing the call to, and provide that persons extension number. If the call then gets disconnected, the caller will appreciate having the name and th

33、e extension when he returns the call. 18Reading BUnit Twelve Communications EtiquetteAnswering the Phone Screening calls for other people is a delicate matter. Not only may the caller feel slighted when an administrative assistant tells him that Mr. Bigshot is not available, but also, he may resent

34、telling an administrative assistant about the call and having the assistant determine its importance. Tact is necessary. Good bosses provide their receptionists and administrative assistants the protocols they want to use for screening and the language to be used with callers. If your boss doesnt se

35、t the criteria for screening or the language to be used, ask him to do so. 19Cellular Phone Etiquette In a recent study, “70 percent of Americans surveyed identified loud talking in public places as a major irritant.” The convenience of new technologies, such as cellular phones, creates a whole new

36、set of rules regarding what is appropriate. Understanding the appropriate behavior or etiquette for a particular situation can actually free us from an endless stream of bureaucracy, but because so few individuals chose to follow common courtesy we are now subjected to law after law to enforce basic

37、 common sense. As a wise man once told me, “The problem with common sense, Denise, is it isnt too common.”Reading CUnit Twelve Communications Etiquette20Cellular Phone Etiquette Our President at one point ordered staffers to switch off ringers on their portable phones when in his presence, especiall

38、y during meetings. Various restaurants in Chicago, New York, and Los Angeles have special rooms for placing and receiving cellular phone calls so that nearby diners are not subjected to rude patrons. This is all in an effort to remind individuals not to replace convenience with basic courtesy. Here

39、are a few tips to recall when using your cellular phone in public: 1. Avoid taking or using your cellular phone at a restaurant, movie, church, or meeting. If you must, be sure to place the phone on silent, or the vibrate feature. Reading CUnit Twelve Communications Etiquette21Cellular Phone Etiquet

40、te 2. Limit your conversation on a plane or in close quarters. It may be seen as intrusive, and you never know who is listening. 3. Use a quiet voice. Many individuals feel the need to talk loudly, or scream into their cellular phones. Remember, company secrets and personal information can easily be

41、 overheard by those nearby. 4. Do not provide credit card numbers or personal identification information over a cellular phone; use a land-line for additional security. 5. Do not let your phone ring where it can create a disturbance; be sure to try to answer the phone on the second ring. Reading CUn

42、it Twelve Communications Etiquette22Cellular Phone Etiquette 6. Do not allow a phone call to interrupt the presence of a “live” person. You are telling the person you are with that they are not important and that the call is more valuable than their physical presence. Return the call at a more appro

43、priate time. 7. Refrain from using a cellular phone while driving. Many states and communities now have hefty fines for individuals talking on their phones while driving. Pull over to the side of the road or a near-by parking lot to jot notes and make lengthy conversation. Safety first. Reading CUni

44、t Twelve Communications Etiquette23Cellular Phone Etiquette These are just a few of the reminders that should be considered when using your cellular phone. Courtesy and safety should always be remembered. The few exceptions include emergency situations, and relaying urgent information. Enjoy the con

45、venience of modern technology but avoid the pitfalls of inappropriate behavior. Reading CUnit Twelve Communications Etiquette24IPractise the following phone conversations. ExercisesEmployer: Hello, Johnson Industries. Applicant: Hi, my name is _, and I am calling about the ad in the Sunday paper for

46、 the Customer Service Representative Position. (speak clearly and state who you are and why you are calling) Employer: OK, what I need you to do is come down to the office and fill out an application. Applicant: Could you tell me where you are located? (you may want to write the information down) Em

47、ployer: Do you know where the McDonalds is on Main Street? Applicant: Yes, I do. (try to say more than yeah or no) Employer: Good, we are located right across the street. Applicant: When is a good time to come by and who should I ask for? Employer: You can come by any time before 5 p.m. today, and a

48、sk for me, Fred Stevenson. Applicant: Thank you, Mr. Stevenson. (always be polite) Employer: You are welcome. Conversation 125IPractise the following phone conversations. ExercisesReceptionist: Good afternoon, McDonnel and Associates. Applicant: Hi, may I please speak to Ms. Fredrickson? (use formal

49、 names)Receptionist: Ms. Fedrickson is in a meeting right now. Applicant: May I leave a message? (ask to leave a message) Receptionist: Yes. Applicant: My name is _ and I am calling about the status of the job opening as her assistant. My number is 555-1234. Receptionist: OK, Ill give her the messag

50、e. Applicant: Thank you. (always be polite) Conversation 226IPractise the following phone conversations. ExercisesApplicant: Hello. (When you are doing a job search, answer the phone with an appropriate greeting each time you answer the phone. You may give a potential employer the wrong impression i

51、f you answer the phone with a greeting such as Yo or Yea.) Employer: Hi, may I speak to _. Applicant: This is she/he. (make sure people respond in a polite way) Employer: This is Ms. Fredrickson from McDonnel and Associates. Applicant: How are you Ms. Fredrickson? Employer: I am fine. I have read ov

52、er your application, and I am interested in having you come in for an interview. Applicant: That would be great. When would you like me to stop by? Employer: How does Tuesday at 10 a.m. sound? Applicant: That sounds good. Your office is located by Evergreen School on Elm Street, right? (dont forget

53、to ask where you need to be) Employer: Thats correct. (It is suggested that the applicant ask questions such as Who will interview me? How long will the interview last? Should I bring anything?) Conversation 327II. Act out the role-play according to the following cues. ExercisesStudent A: Mikea grad

54、uate of Tsinghua University, majored in Computer ScienceStudent B: Johnthe HR manager of ABC CorporationStudent C: MaryJohns assistant28II. Act out the role-play according to the following cues. Exercises29III. Discuss phone etiquette at work. Exercises Different companies will have different proced

55、ures for answering the phones, directing phone calls, and taking messages. Review these basic procedures.Greet the caller and indicate the organization. Hello. This is KruegerAutomotive. May I help you?If the person the caller is asking for is available, transfer the call.If the person the caller is

56、 asking for is not available, ask if you can take a message. Never tell the caller why the person is not available unless they are in a meeting, with a customer, or on another line. Telling the caller that the person is inthe bathroom or running errands is too personal.Write down all the necessary i

57、nformation that your boss wants you to whentaking messages.If the caller is a customer who wants help from you, be as helpful as possible. Direct the caller to person who can help if you cant. Always return calls as quickly as possible if you need to get the correct information and indicated that yo

58、u wouldcall back. 30IV. Read the following passage and fill in the blanks with proper words. Exercises How to Leave Perfect Voice Mail Messages Millions of people leave voice mail messages every day, yet somehow we all get messages we have trouble understanding. Here are some tips for leaving good v

59、oice mail 1 . 1. Leaving perfect voice mail messages is not difficult when you know which steps to 2 . Good voice mail messages get right to the point and give all of the necessary information in as few words as possible. 2. Pay attention to the instructions following the recorded voice mail greetin

60、g. Some voice mail services allow you to modify or erase your message if you make a 3 , so take note of how to do so just in case your message doesnt turn out the way you want it to. messages follow mistake 31IV. Read the following passage and fill in the blanks with proper words. Exercises 3. After