Abstract
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Avoid being too direct – use a soft approach.
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Always help your interlocutor to understand exactly what you want by expressing yourself slowly, clearly and unambiguously. Say who you are, the context (i.e. any helpful background info), and the reason for calling.
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Interrupt and make frequent summaries.
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Show that you are listening by making appropriate noises (uh huh) or by saying yes, right etc.
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Learn how to sound competent and authoritative by listening to scripts of telephone recordings.
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Get a colleague to evaluate your telephone performance.
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Improving your telephone manner: Summary
Improving your telephone manner: Summary
-
Avoid being too direct – use a soft approach.
-
Always help your interlocutor to understand exactly what you want by expressing yourself slowly, clearly and unambiguously. Say who you are, the context (i.e. any helpful background info), and the reason for calling.
-
Interrupt and make frequent summaries.
-
Show that you are listening by making appropriate noises (uh huh) or by saying yes, right etc.
-
Learn how to sound competent and authoritative by listening to scripts of telephone recordings.
-
Get a colleague to evaluate your telephone performance.
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© 2014 Springer Science+Business Media New York
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Wallwork, A. (2014). IMPROVING YOUR TELEPHONE MANNER. In: Telephone and Helpdesk Skills. Guides to Professional English. Springer, New York, NY. https://doi.org/10.1007/978-1-4939-0638-3_9
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DOI: https://doi.org/10.1007/978-1-4939-0638-3_9
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Publisher Name: Springer, New York, NY
Print ISBN: 978-1-4939-0637-6
Online ISBN: 978-1-4939-0638-3
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