Common words and phrases can motivate or unmotivated the employees, even when used over the telephone. When an employee calls in sick, he does not expect you to give him the “third degree,” over the telephone. He does not want you to ask too many questions about his request for sick leave. Annoying comments and harassing remarks are not necessary when the employee is following the company’s policy and procedures regarding the request for sick leave. When this occurs in the workplace, if you cannot find sympathetic words and phrases to say, then you should not say anything. On the other hand, if the employee is not following the company’s policy when requesting sick leave, then the supervisor should ask to meet with the employee when he returns to work.
Telephone Manners Do’s and Don’ts
The following are a few do’s and don’ts when using the business telephone that may help to bring in money for the company:
Make sure you are polite and courteous, speak clearly and distinctly, keep current telephone numbers and other information updated, identify yourself and the company you are working with, sound cheerful and alert, be prepared to answer questions about your product or service, and always be pleasant.
Avoid talking for hours on personal matters or using slang and street talk. Avoid making negative remarks or arguing. Avoid keeping the other person waiting for a long time without an explanation. Avoid loud music playing in the background or giving out incorrect telephone numbers and other information. Avoid answering the telephone without the proper greeting. Avoid getting hostile, rude, or using profanity.
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www.hrmvideo.com This program delivers a clear message to students — that the number one asset for virtually any employee is the ability to communicate effectively. Whether speaking or writing, it is essential for employees to be able to relate information and thoughts clearly. Students will see that effective communication not only makes a business run better, it also enhances the prospects for the employee who can master it. The video gives numerous examples of communication in action and the accompanying materials allow students to hone their own skills. Recruiters, managers, and communications experts provide useful information on such topics as one-on-one communication, breaking down barriers to communication, listening skills, group meetings, memo writing, phone etiquette, and more. Print materials provided in the kit give students ways to assess and improve their own speaking and writing skills, as well as templates for proper memos, letters, e-mails and more.
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