Telephone Skills - Research Article from Encyclopedia of Business and Finance

This encyclopedia article consists of approximately 6 pages of information about Telephone Skills.
This section contains 1,507 words
(approx. 6 pages at 300 words per page)
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Developing Effective Telephone Skills

Effective telephone skills are predicated on strong communications skills. The four major means of communication are speaking, reading, writing, and listening—with listening being the most important part.

Listening involves sensing, interpreting, evaluating, and responding. The major roadblocks to effective listening include distractions and interruptions. Roadblocks to effective listening can be overcome by practicing the following techniques:

  • Being ready to listen actively.
  • Keeping your emotions in check.
  • Listening for specific information.
  • Asking questions when necessary.

Parts of an Effective Telephone Call

Telephone calls may be broken into three major parts—(1) the introduction, in which both parties establish their identity and the convenience of the call; (2) the purpose, which involves communicating needs by asking well constructed questions; and (3) the conclusion, whereby both parties reach a verbal agreement on the points made during the call and any specific action that needs to be taken...

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This section contains 1,507 words
(approx. 6 pages at 300 words per page)
Buy the Telephone Skills Encyclopedia Article
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Encyclopedia of Business and Finance
Telephone Skills from Encyclopedia of Business and Finance. Copyright © 2001-2006 by Macmillan Reference USA, an imprint of the Gale Group. All rights reserved.
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