The gentle tone makes a good impression.
In fact, there is no essential difference between telephone conversation and face-to-face conversation. The only difference is that you can only make a phone call by voice, and it is impossible to make up for the defects in voice with a smile on your cheek or eyes. On the phone, voice is the only messenger you express. Since we can only rely on the conversation on the phone, let it show its best side.
When you make a phone call, be sure to find out whether the other party really understands you. Although the person on the other end of the phone line can't actually see you, the voice can describe your image for him. If you are sad, the voice on the phone can't be warm and enthusiastic; If you smile when you talk, radio waves will convey a smile. The ability of the telephone to convey body expressions is quite amazing. Your voice on the phone can clearly tell the other person whether your mouth is upturned or upturned. The friendlier you are, the kinder your voice sounds. Friendly attitude is an effective communication tool, whether in social activities or business situations. Therefore, you should always keep your voice energetic, enthusiastic and sincere.
If you find that you have some bad habits of making phone calls, stick a note on your mobile phone to correct it. If you have bad habits such as clearing your throat, saying spells or talking nonsense, this reminder will help you get rid of it.
When you talk to someone on the phone, if your voice can bring the following compliments, then your voice is beautiful: "Ah, from the voice, she must be a very educated and elegant woman", or "Well, this voice sounds calm and must be a mature man", or "This company is really good, and the ladies who answer the phone are so gentle and human"
Because telephone conversation is easy to make the other party have "visual association", the beautiful and gentle voice leaves a deep impression on the other party, which can reveal a person's personality and even a specific image.
Some people, as soon as they pick up the phone, are afraid that the other party can't hear them. They shouted at each other in a high-pitched voice, making each other feel like a rooster crowing. In fact, he didn't know that the other party had already placed the receiver dozens of centimeters away from his ear, otherwise the eardrum would be damaged. And some people seem to contact the secret code as soon as they pick up the phone, afraid of being heard, and they will keep their voices low, making the other person feel that their mouth is as vague as a lollipop, which will always make people constantly ask, "What are you talking about? Please say it again! " Too many times like this will definitely cause the other person's boredom.
Therefore, when using the telephone to talk, we must pay attention to the moderate voice. It is not good to speak too loud or too small, and the right voice is more acceptable.
In addition, many people ignore that the tone of the voice will change slightly after the phone call, and even the best phone call can't convey your "original sound" to the other party. So you can't make a phone call completely according to your usual speaking habits. You should have a special rhythm and speed suitable for making phone calls. Your volume should also be adjusted, too light and too heavy will make the other person sound unclear. Generally speaking, you should speak clearly into the microphone. Say it word by word. Pay special attention to the number, time, date, number and place, etc. And it's best to repeat it to make sure that the other party has heard it clearly.
In short, when we answer the phone, we must grasp our own voice. The volume should be moderate and the tone should be just right.
Only a gentle tone can firmly grasp each other's hearts in just a few minutes.
Seven tips for calling others.
(1) Keep the phone short and the voice soft.
If you don't know how busy others are, it's wrong to even take it for granted to put pressure on each other in a strong tone. Never waste other people's time. At the same time, pay attention to the use of soft voice. If you follow this principle, others will be happy to answer your phone.
(2) Think clearly when making a phone call and avoid the surrounding noise.
When making a phone call, you should pay attention to the surrounding noise, such as the sound of the phone, the conversation of others, or the sound of eating and drinking water, which will be amplified after entering the microphone, which will make people at the other end of the phone line feel annoyed.
(3) Be patient when calling. If you can't get through, dial again.
If you have dialed once, but you can't get in touch, you should redial, no matter whose fault it is. If you dial the wrong number, don't make an unpleasant sound to the person you disturb and hang up with a bang. You should apologize in a friendly way: "I'm very sorry, I have the wrong number." Please don't take it to heart. " Hang up again.
(4) Call busy people in time.
If you want to contact someone and call the office directly, be sure to ask, "Is it convenient to call you at this time?" If the time is not suitable, you can contact us another time. He may be in a hurry, or there are guests in the office, or he is attending an activity, so he can't answer your phone. Maybe you can't answer the phone when you call him because there is no secretary or he has other appointments. So you must ask him, "Is it convenient to call you at this time?" This is very important.
(5) Pay attention to what the other person is saying.
When you answer the phone, don't read newspapers or other books at the same time, or you will miss the important conversation. The other party may notice that your interest is not high and don't know what to do, so the conversation time will be lengthened. So when you are on the phone, pay attention to it, so that you will be more efficient and of course more satisfied.
(6) Don't suddenly interrupt the phone and talk to others.
When you invite someone to the office to discuss something and interrupt the conversation with others, this behavior is really rude and inefficient. You can ask the secretary or colleague to take it for you first, and then explain the reason to the other party before hanging up.
(7) Be polite to boring callers.
You will always get calls to sell things to you, and it is difficult to avoid these calls. The caller may make you uncomfortable and be scolded by you. They are generally young people, and scolding will inevitably hurt them, so when someone calls to sell something, the correct way to deal with it is to tell him, "Hello, I don't need it … but I still appreciate your call. You have a good voice. I can hear that you are very careful. Although I can't help you, I wish you good luck and hope you will perform well! " Then hang up. Because of such praise, I believe that the other party will be full of joy and will not sulk.
Five skills of answering the phone
When your phone rings, you should concentrate as soon as possible, temporarily put down what you are doing, so that your brain can clearly handle the information or business brought by the phone. Of course, the above process should be completed immediately. If you let the phone ring for too long, the other party will hang up and you will lose the opportunity to get information or business. Here are some tips that you can refer to and learn from when answering the phone:
(1) Record at any time
Keep a pen and paper handy and write down the important information you hear at any time. If you are not ready, you must ask the other person to repeat, which will make the other person feel that you are absent-minded and have not listened to him carefully.
(2) Get to the point
When answering the phone, don't delay, get to the point as soon as possible. A good opening line may be: "What can I do for you?" When you feel that the other party is deliberately procrastinating, you should immediately say, "What a pity! I'm going to attend a meeting soon and I have to be there in five minutes. " Many times, this will prevent you from saying unnecessary trivial things and speed up the conversation.
(3) Avoid transferring calls to others.
Try to handle incoming calls yourself and transfer them to others as a last resort. At this time, you should explain the reason to the other party and ask for forgiveness. For example, you can say, "Mr. Brown will take care of it. Would you please talk to you? " Before you make such a decision, you should make sure that the other party wants you to transfer the call to someone else. For example, you can say, "We will send someone to contact you about this as soon as possible ... Would you please talk to you?"
(4) Avoid telephone suspension for too long.
If you have to stop your mobile phone to check some information when you answer the phone, you should act quickly. You can politely say to the other person, "Would you like to wait, or shall I call you back later?"
When you ask others to wait, you can press the wait key. If your phone doesn't have a wait button, please put the receiver gently on the table. If it takes longer than you expected, you can pick up the phone every once in a while to explain your progress. If so, you can say, "Mr. John, I have finished looking for it for you." Please wait a little longer. " When you finish your search and pick up the phone again, you can say "I'm sorry to have kept you waiting" to attract the attention of the other party. This way is usually acceptable to the other party.
Pay attention to the etiquette of telephone conversation
Maybe you will say, why pay attention to so many manners when the other party can't see you on the phone? In fact, there is a lot of knowledge about etiquette!
First of all, who hangs up first after the phone call, which is the etiquette you should pay attention to when you make a phone call.
Traditionally, after a telephone conversation, the caller usually hangs up first, because he has something to find the other party first, so he will naturally hang up as soon as it's over, so it's a complete call. If the other person is an elder, you can't copy the routine. Whether you call or he calls, you should put down the receiver gently after he hangs up to show respect for your elders.
Secondly, in telephone conversation skills, gentle, modest, decent and appropriate words of respect are indispensable. It is like a key, which can help you open the other person's heart. Imagine if you were on the phone and the other party snapped, "Who are you looking for? Not here! " Then "bang" the phone, how do you feel? If the other party uses a gentle and polite respect and says, "Sir (or Madam), who are you looking for?" "Sorry, he's not in." Then put the phone down gently. Then, you must have a very comfortable feeling in your heart.
The Chinese nation is a country of etiquette, and it is our traditional virtue to treat people with courtesy. Therefore, using respectful words such as "please", "thank you", "sorry" and "sorry" in telephone conversation is the minimum quality that each of us should have.
Some people may think that you don't have to use respectful words on the phone. Sometimes, calling in a brotherly way may bring us closer and make us feel closer. Of course, for good friends who know each other quite well, this way of speaking may have its advantages, but if you communicate with ordinary acquaintances or strangers, if you are also brothers, isn't it too casual?
Finally, being polite on the phone is not only the language of telephone conversation, but also the body language of telephone communication.
Some people are shaking their feet on the phone, fiddling with the telephone line in their hands, smoking a cigarette in their mouths, and chatting happily with another friend Hu Kan on the other end of the phone. What they talk about is all odds and ends, which makes people next to them feel very annoyed.
Picking up the phone and chatting endlessly for dozens of minutes is also an act of not knowing the etiquette of telephone communication.
In short, the etiquette of using telephone communication:
(1) Pay attention to the details of hanging up the phone;
(2) Pay attention to the use of gentle, modest, decent and respectful words;
(3) Pay more attention to each other and don't take up too much time of others. Of course, the etiquette of calling is far more than that.
Language skills when dialing the wrong number
Sometimes, you have the wrong number, the wrong company and the wrong person; Sometimes the other party dialed the wrong number and called the administrative office, which should be answered by the business department. How to deal with these wrong calls in proper language?
The operator answered the wrong phone because of carelessness or unfamiliarity, and connected the phone of the personnel department to the business department. If you happen to be the secretary of the business department, how do you handle such a phone call? Never say, "Huh? This thing? This department made a mistake. We are not responsible for this matter. Just a moment, please. I'll transfer your call. " It seems polite and responsible, but it is not. This answer is not appropriate. The other party must have told the operator the phone number you want to ask, so the party who answered the phone made a mistake. The tone of the above answer seems to be that the customer is wrong, so the word "help" is not appropriate.
Especially for some large-scale companies or enterprises, the business is complicated, so it is difficult to draw a clear business boundary and scope very accurately and meticulously, and it is almost impossible to know all the business contents of the undergraduate course. However, even if you know that it is not within the scope of your department's work, don't say, "We are not responsible for this kind of business. Maybe it should be another department?" This kind of reply that prevaricates the other party and transfers the phone wherever it goes-this is really irresponsible.
You can answer: "We are not responsible for this kind of business here. Please let me check which department is in charge and let us call you back. Please tell me your name and contact address. " Hang up the phone temporarily afterwards, and be sure to handle this matter properly. If you add another sentence: "I'm from the business department." The other party is relieved. Such a serious and responsible attitude will definitely make customers trust your company more.
Telephone "rejects" other people's art
Someone said, "It's best to ask for help in person, and it's best to refuse others on the phone." This is very reasonable. Rejecting other people's requests by phone can save time and avoid feeling sorry for seeing their disappointed eyes. Hang up the phone after politely refusing, and the two are separated by a certain distance, which also saves a lot of entanglement.
If someone calls you unexpectedly and puts forward a difficult problem or harsh request that needs to be solved, ask you to answer immediately. Don't be nervous at this time. Tell the other person in a calm voice that you have one more important thing. Think about it and call him back. The advantage of the telephone is that "you can only hear voices, but you can't see people". When the other party's tricky or even malicious words make you blush and embarrassed, the other party can't see it. Just keep your voice calm and then seek various countermeasures.
Rejection by phone should be tactful. I'm afraid the most direct refusal is "I'm not interested in this matter. I'm busy now. I have to hang up." It must be hard for the other party to say anything when they hear this. But there is no room at all, and it is not good to keep it for yourself. What if you change your mind later?
You can say, "I have a meeting soon" or "I have an appointment with someone soon, so I have to hang up." Please call again. "It won't shut people away, and it will make him understand your heart. I'm afraid the other party can estimate whether there is still hope for what they want after hearing your words.