V A caller who seems to have all the time in the world to chat when we are busy

V Wrong or engaged numbers;

V Being passed from department to department in an effort to find someone who can answer the query;

V The person required not being available and having to listen to their message before we can give one;

V Trying to get a line;

Telephone problems

V A telephone conversation is often as effective as a face-to-face meeting.

V It gives the facility of audio- and videoconferencing.

V It is convenient. It allows people to converse even when they are unable to meet;

V It saves travel time.

V It is cheap.

V It is fast.

Advantages of the Telephone

Introduction. Nowadays, even with e-mail and the Internet, the telephone is still the most common means of communication in business. Telephone is very important in modern business operations.

TELEPHONING

Theme 4

Effective listening

A wise ancient Greek philosopher said once, «We have two ears and one tongue to listen more than to speak», and he is absolutely right. However, still not the most of people apply this wisdom in their lives. Even speaking one language, using the same words, we can rarely understand what an other person says. This thing happens because people during a conversation are too attentive to what they are going to say to create a good impression. Sometimes we forget about the simplest way to move the feelings of interlocutor – about effective listening.

I used those techniques for effective listening, and I am sure they are really effective.

Translating is the way of both receiving and sending information in intercultural context; it is a change of speech or writing from one language into another.

The effective listening skill is very important in relations with people. Some of us can hear what others say, but can not listen. It is matter of common sense: to listen is the simplest way to create a good impression.

What makes a ‘good’ phone call? From a business point of view, a good phone call has a clear aim; for example, it keeps the customer happy, or succeeds in persuading the customer, or allows information to be passed on accurately. Both interlocutors contribute to this process. However, in business, a phone call should not be allowed to fail just because the other persons’ telephone skills are poor. So a telephone call must be managed in order to achieve the business aim.

v It is a great focuser: it removes the social and emotional distractions of a face-to-face encounter.

The telephone has the power to convey a poor impression of the efficiency of individuals and organizations and create confusion and irritation.

Telephone calls do not necessarily save time – and in business time is money. We have all suffered from the irritating waste of time caused by bad telephone manners:

v Being left hanging on (albeit to the sound of Mozart or Dave Brubeck!) by an operator who appears to have gone to lunch;

Дата добавления: 2014-11-20