Rules for communicating by phone. Example of a business conversation on the phone

In our progressive age, communicative interaction takes a leading position. Most complex issues and problems can be resolved through telephone conversations. Thanks to communication through this means of communication, people are able to conclude the most profitable agreement or, in the “wrong situation,” completely lose an important client. That is why every literate man is required to master the basics of telephone etiquette. What is business communication over the phone and how to conduct it correctly is the topic of our article today.

Any of us must learn to negotiate correctly, since the person leading the conversation does not have the opportunity to see the opponent and his actions. Swaying a potential client in your favor in such a way that he does not have the desire to hang up in the first minutes of a conversation will require a lot of effort. The reputation of a person and the organization he represents depends on the ability to conduct telephone conversations.

The reputation of a person and the company he represents depends on the ability to conduct telephone conversations.

Rules for communicating on the phone in business

• At the beginning of a conversation, you cannot use the words: “hello”, “listening”, “speak”. The first and elementary rule: introduce yourself kindly when answering the call. For example: “Good afternoon. Manager Tatyana. .
• Negotiations should be brief. You cannot discuss a transaction or other matter on its merits. To do this, you must schedule a personal meeting.
• Passing the phone many times during a conversation is bad manners.
• Negotiations are conducted only with decision makers.
• The promise to call back should be fulfilled immediately, as soon as the problem is resolved, or within 24 hours.
• If a specialist is absent from the workplace, it is possible to exchange information with the help of another employee or assistant manager. The content of the message via third parties or to an answering machine must be planned in advance, observing the rules of telephone communication. Ask the secretary to organize the transfer of data and ensure that it reaches the addressee in any case.
• Recording on an answering machine begins with a greeting, indicating the date and time of the call. After a short message there are words of farewell.
• Telephone calls should not be left unanswered, as any call can help obtain important information or close a deal. Pick up the handset quickly until the third ring.
• Of course, you cannot answer two phones at the same time.

Preparing for the upcoming conversation

Before a serious phone call, you should carefully prepare for it as follows:

1. Get ready mentally.
2. Formulate, or better yet, write down the goal, plan and main issues of the upcoming conversation on paper, which will always lie in front of you during the negotiations.
3. Be sure to prepare all materials that may be useful during telephone conversations.
4. It is necessary to distance yourself from negativity and personal problems even before the conversation begins, since the voice can give off an aggressive attitude, which the client often takes personally.
5. The time for negotiations must be selected so that it is convenient for both you and the interlocutor. If you plan to call a business partner, try to discuss with him in advance a convenient time for him.

Taboo, or What expressions should be avoided?

Tips: What to do according to the rules of phone call etiquette before talking

Etiquette rules require you to prepare for telephone conversations. The first thing to do is decide on the purpose of the conversation.

Next, think about whether you really need this conversation or whether you can do without it. Analyze whether the interlocutor is ready to discuss the issues that interest you. Are you sure that the conversation will give a positive result? If there is no such confidence, it is advisable to postpone the conversation.

Consider issues that need urgent discussion. Think about what questions your interlocutor might have for you. Select the answer options. Create an action plan in case negotiations fail. Determine your course of action in the event of a person’s voice rising, distrust of your information, and other negative reactions.

Before the call, you need to prepare the documentation necessary for the conversation so that you have clear information before your eyes. Place a piece of paper or device that will be used to record information next to the device. If the dialogue is recorded on a voice recorder, the interlocutor must be warned about this. If a person refuses to have a conversation with this device, the conversation cannot be recorded, according to current legislation. Write down personal information about the person you are talking to.

Keep the dialogue plan before your eyes.

Since telephone conversations have time constraints, it is recommended to plan the conversation to fit within the allotted time:

• identify and briefly describe the topic of conversation (40-45 seconds);
• exchange of personal data - full name, company name, position, competence in the topic under discussion (20-25 sec);
• analysis of the problem (1-2 min);
• summing up (20-25 sec.).

If the result of the dialogue is unsatisfactory, it is important to set a time for the next conversation at the end of the conversation.

When a client calls...

The client who gets through may not identify himself, but immediately begins to explain his problem. Therefore, it is necessary to tactfully ask: “Excuse me, what is your name?”, “What organization are you from?”, “Please tell me your phone number?”

The rules for communicating over the phone with clients are based on the fact that you should only convey accurate information if you have the necessary data. A client who does not wait for a clear answer will no longer contact your organization.

Sometimes you have to deal with an angry or nervous client. It is better to listen to his complaint and not interrupt. He will be capable of constructive dialogue only when he speaks out. When you hear an insult, you must hang up.

Control over emotions

Many people have a fear of telephone communication. As physical stress increases, you begin to lose concentration and your ability to communicate effectively decreases. Excessive tension in the muscles of the face, neck and shoulders changes the sound of your voice. A tense man appears to his interlocutor as old, irritable and stubborn, while a tense woman appears emotional and unpredictable. Before dialing, relieve tension by relaxing mentally and physically. Here are a few exercises that will help you do this quickly and quietly, without leaving your desk.

• Tighten your muscles. Clench your fists, curl your toes, suck in your stomach, and take a deep breath. Hold your breath and slowly count to five.
• Exhale slowly. Relax your whole body. Drop your shoulders, unclench your fingers and relax in your chair.
• Take another deep breath. Hold your breath for five seconds. While inhaling, make sure that your teeth are not clenched.
• Breathe calmly for the next five seconds. Feel how calm and relaxation permeate your entire body.
• Finally, calm your nerves by imagining that you are lying on golden, sun-warmed sand on the shore of a clear, blue ocean. Hold this image in your mind for a few seconds.

Making calls in public places or in a meeting

Meetings and business meetings are times when, according to the rules, you should refrain from calling. Live voice is a priority. Negotiations that distract the attention of those present are unacceptable.

Answering a call at a business meeting or meeting means showing your interlocutor that you do not value him and the time spent with him, that the person who called is more important.

There are also good reasons, for example, the illness of a relative, a large contract. The rules for communicating by telephone suggest that those present must be notified before the meeting or meeting and the receipt of the call must be coordinated with them. The conversation should be conducted very quickly (no more than 30 seconds), if possible in another office.

A person talking on the phone during a private meeting, in a restaurant, at a meeting looks uncultured and stupid.

Telephone etiquette rules for a secretary

If the call is outgoing, then the secretary must accept it taking into account the following rules:

• call the subscriber when it is convenient for him to accept the call;
• clearly define the purpose of the conversation;
• keep a conversation plan and a list of topics before your eyes;
• avoid long monologues;
• record key points of the conversation;
• At the end of the dialogue, achieve specific agreements.

The secretary must make an outgoing call taking into account the following recommendations:

• say hello;
• state your name and position;
• write down the name and patronymic of the caller and address him that way during the dialogue;
• show interest in the call;
• the tone should be even, friendly;
• If there is no time for a conversation or urgent matters arise that require your intervention, politely interrupt the interlocutor and find out when it is best for you to call him back;
• if you are not competent in the question asked by the caller, inform the caller about this and promise to find out the information in the near future, agree on the next conversation;
• Be patient and do not push your interlocutor to quickly end the dialogue.

Reception of complaints

Never take complaints about your company personally. If the caller is aggressive, try to remain calm. Just listen, occasionally throwing in vague interjections like “um” and “uh,” until the other person’s anger subsides. It is useless to try to argue with an angry person or interrupt the flow of his words - even if he is wrong. Much of his anger will disappear if you listen to him sympathetically. Listening can transform you from an enemy to a friend. Just as in a face-to-face conversation, you must ensure that the caller outlines all of their complaints before addressing any of them. This will eliminate the situation when the interlocutor says something new at a time when you already feel that the problem has been solved. Never use terms like “problem” or “complaint”, which only increase the irritation of the other person. Use expressions such as “this situation” or “a similar approach” instead. Restate the complaint in your own words. This clarifies key points and helps remove the emotional aspect that the other person brings. Under no circumstances try to reassure the subscriber with promises that you are unable to fulfill. If you are not sure which path to take, promise the other person to call you back later when you have a complete picture of the current situation. In this case, you must definitely call back. Summary:

• Stay calm even if you are being yelled at.
• Listen carefully and sympathetically. This may turn you into a friend.
• Never make promises that you cannot keep. This makes the original mistake worse.

Increased readiness

Let's assume you did everything as we advise. Before dialing a phone number, follow a few simple steps.

1. Go through the text again, repeat mentally what you will say.
2. Compose a short message in case the person you are talking to is not there, and a secretary or answering machine will answer you.
3. Place all the necessary documents in front of you so that you don’t have to look for them in a hurry, dropping desk drawers and folders on the floor.
4. Prepare a pen and notepad, as well as a charger for your mobile phone.
5. Dial the number and smile.

Criticism of an enthusiastic but inattentive subordinate

Use the PIN (Positive-Interest-Negative) technique to maintain the other person's enthusiasm while correcting their mistakes.

Start by noting and praising all
the Positive aspects
of his or her performance.
This will force the interlocutor to listen more carefully to your words. If you start with criticism, he will quickly stop listening to you. Then point out the Interesting aspects
of his approach to the problem.
This will help him see how he can improve his work. These neutral remarks, inserted after praise, bring him down to earth without leading to a weakening of attention. And only after completing the first two stages should you consider the Negative aspects
of your employee’s activities. However, this should be done in a constructive manner, explaining in detail how and why the error occurred and what can be done to avoid its recurrence in the future. If possible, call immediately after the event, as the sooner successes are assessed and errors identified, the more likely it is that your call will have the desired impact. Summary:

• Call as early as possible.
• Start by appreciating the positives.
• When pointing out mistakes, offer practical tips for improving your work. Advice should be specific, not general.

Postpone the call until you have finalized your message.

Delay, which usually results in a pointless waste of time, can save your reputation in the following cases:

• When you are very angry or upset about something. By delaying the call, you give yourself time to calm down so you can communicate your thoughts clearly, calmly, and effectively.
• When you feel too tired to communicate successfully. Put the call on hold and rest to have a better conversation.
• When it is important for you to verify the accuracy of the facts, for example, if you are going to complain about something. If you think through all the details before calling, you will reduce the likelihood that you will get into trouble or be confused by the other person.

Common mistakes

To ensure that the conversation takes place in the right environment, you need to avoid common mistakes.

This:

1. Inattention. People often do not listen carefully to their interlocutor and because of this they find themselves in awkward situations.
2. A large number of questions. If you bombard your interlocutor with questions, business communication will develop into interrogation.
3. Long pause. The main thing here is not to abuse the awkward pause, as it will become difficult to establish contact in the future.
4. Habit of interrupting others. Each person must finish their thought. You can’t interrupt anyone in order to draw all the attention to yourself.
5. Monotony of speech. Sometimes it's not what you say, but how you say it that matters. The story should be accompanied by gestures and intonation. Many people mutter under their breath, and in the end nothing good comes of it.

Business communication over the phone is a common genre that requires adherence to certain rules. The main thing is to remember what needs to be done and how it will be done correctly.

Sources

• https://etiketo.ru/etiket-po-telefonu/telefonnyj-etiket
• https://wlooks.ru/obshchenie/delovoe/po-telefonu/
• https://BusinessMan.ru/new-pravila-obshheniya-po-telefonu.html
• https://etiketclub.ru/telefonniy-etiket
• https://www.colady.ru/pravila-telefonnogo-etiketa-na-vse-sluchai-zhizni.html
• https://moipravila.com/bez-rubriki/delovoe-obshhenie-po-telefonu.html

How to convince your boss that he's wrong without sacrificing your career

Scheduling this call depends on the personality of your boss, as well as the relationship you have established. Some bosses prefer a businesslike approach and will respect you for your directness and frankness. In such cases, the conversation can be as open as you wish. Stay calm, show persistence and self-confidence. This can be achieved if you have prepared thoroughly, are absolutely sure of the facts and are prepared to face any possible objections. If your boss is likely to fly into a rage at the slightest hint of wrongness, you may want to adopt a more subtle and cunning strategy. First of all, you need to convince your boss that it was he who came up with the plan that you are advocating. How you achieve this goal depends on how different your offerings are. If your points have several points in common, start by emphasizing the similarities on those key points and praising his suggestions. When you get to a point where you think your boss is wrong, try saying something like: “Frankly, I didn’t really understand this point. I guess your strategy is...” and then present your proposals. After the phrase “Because it would allow us to...”, describe the benefits that would come from accepting the idea or the challenges that you would face by rejecting it. If the boss has any insight, he will immediately see the weak point in his plan and will happily accept your suggestions as his own intentions. An honest boss will even admit that you are right and that his original approach was wrong. Summary:

• Determine exactly why and what exactly your boss is doing wrong.
• You must be firm on the facts before you challenge your boss.
• If your boss can't stand it when he's wrong, try to convince him that your ideas are his own.

Making claims

Before dialing the number, determine for yourself what you want to achieve with this call: a refund, replacement of low-quality goods, better service, or something else. Check the facts carefully. Before you call, make sure you have all the evidence to support your point of view. A phone call is better than a letter. People are much more willing to respond to a complaint made to them personally, and, in addition, even a short conversation can be more informative than the longest letter. If you are being fooled by all sorts of excuses, use the “stuck gramophone record” tactic. This means that you will repeat your demands over and over again with polite persistence until you achieve their satisfaction. Like a record that has stuck, the phrase must be pronounced with the same intonation every time. There should be no “metal” or “poison” in the tone of your voice. Try not to get personal or lose your composure. Be polite but firm. Always talk to your boss. The higher you go, the faster your complaint will be dealt with. Summary:

• Plan your call carefully. Check the facts and set a clear goal.
• Be polite and don't get personal.
• Talk to the highest-ranking manager possible.

How to save received information

Be sure to save important phone numbers of people and organizations, as well as other information obtained as a result of telephone conversations. The following recommendations will help you do this:

• To begin with, you can simply write down the information received somewhere without delaying the interlocutor too much. Then they need to be transferred to a calendar or notebook.
• A phone number that you will probably call again must be in your address book!
• Every six months, review your book and cross out irrelevant numbers.
• The book should be changed every year, but throwing away the old one is not recommended.

Refusing a supplier with whom you have a close relationship

Most people want to be liked by others, and so we don't like to communicate something unpleasant or upsetting. But if the supplier, even after a clear warning, continues to deceive you, you may have to choose one of two things: say goodbye to him or to say goodbye to your business. Here, as with any important call, preliminary preparation is of great importance. Perhaps, to relieve stress, it is worth rehearsing a conversation with one of your colleagues. Call a colleague and play out the situation with him, predicting the possible reaction of the supplier based on knowledge of his character. The colleague imitates the most likely reaction of the interlocutor, giving you the opportunity to polish your answers. No need for long introductions - get straight to the point. You should say something like this: “I usually send a letter in these cases, but given the close relationship we have developed over the past couple of years, I felt it would be better to tell you this in person. We are going to refuse your services because...” and then list your grievances. If you don't want to engage in a lengthy discussion, use the "broken record" tactic, which involves simply repeating the basic facts over and over without allowing yourself to get sidetracked. Before you make the call, determine which of three possible goals you are going to achieve:

1. Get rid of it forever.
2. Give him a final warning, but be willing to give him another chance.
3. Give a “warning shot” to his positions in the hope of improving quality or meeting deadlines.

The most dangerous trap: start with point 1 and end with point 3. The supplier will further strengthen his opinion that you are a spineless person. Summary:

• Know what you want to achieve.
• Rehearse the call with a colleague, role-playing it.
• Use the “broken gramophone record” tactic to avoid being drawn into a discussion on secondary issues.