PRESENTED BY

PANCHAMI ARAVINDAKSHAN(13)

SHINOJ CLEETUS(33)

SURYA RAJEEV(08)

MBA TT, SMS

Introduction

Etiquette

Manners

Social v/s business etiquette

Telephone etiquette

Tips for telephone etiquette

Do’s and don’ts

Emerging trends

Conclusion

References

Phone is an important instrument in daily

business.

Part of doing business means doing business

over the phone.

Etiquette is an essential element of every

aspect of business communication.

Etiquette is a code of behavior that delineates

expectations for social behavior according to

contemporary conventional norms within a society,

social class or group.

The customary code of polite behavior in society

or among members of a particular profession or

group.

The socially correct way of acting; etiquette.

The prevailing customs, social conduct, and norms

of a specific society, period, or group, especially as

the subject of a literary work.

SOCIAL ETIQUETTE : Social etiquette is

important for an individual as it teaches him how

to behave in the society.

BUSINESS ETIQUETTE : Business Etiquette

includes ways to conduct a certain business. Don’t

ever cheat customers. It is simply unethical.

Telephone Etiquette just means etiquette on the

telephone.

TELEPHONE ETIQUETTE- It is essential to learn

how one should interact with the other person over

the phone. Telephone etiquette refers to the way an

individual should speak on the phone. Never put

the other person on long holds. Make sure you

greet the other person. Take care of your pitch and

tone.

1. Mobile phones

Portable and handy

Pay-as-you-use

Stay connected always

Advanced technologies and facilities

Usually single ownership

Radiation

Range limitations of service providers.

2. Land phones

Not portable

Rent based

Need not always be used by single person

No hazards

1. Before the call

Know the name of the person you want to reach

and how to pronounce it.

Organize what you want to say before dialing.

Choose the right time to call

Check the number

Avoid interruptions

2. During the call

Greet, Introduce your self

Use simple language

Ask the caller if it is convenient to talk.

Be courteous and put a smile in your voice

Take notes and check them

Ask questions

Obtain feed back

End the call politely

3. After the call

Make notes

Take notes

Answer the call promptly

Identify yourself immediately

Be polite and listen carefully

Focus on the caller by giving the person yourcomplete attention.

Speak clearly and respond appropriately

Maintain a positive attitude

Take accurate messages

Transfer calls efficiently

Screen calls politely

End calls politely

Ask permission before placing a caller on hold

Offer to call back if unwilling to wait

Return to the line periodically.

Ask callers if they want to continue holding.

Indicate how long the delay could be.

Offer to call the person back if the wait will be long.

Never leave a caller on hold for longer than one minute

Be courteous and professional.

Apologize for having the caller wait when placed on

hold.

Transfer calls only if you are unable to help the caller.

Correct transfer of a call requires the one who answersthe telephone to get adequate information for correctreferral.

Ask permission to transfer calls.

Be sure you are transferring the caller to the properperson or department.

If the caller complains about being transferred, suggesthaving the call returned instead.

Give the new party any helpful information beforecompleting the transfer

Never transfer a caller more than two times.

Talk in the past tense and use “closing” phrases

(i.e., “I’m really glad you called” or “I’m glad we

resolved this concern”).

State the action you will take

Spell out follow-up action, including time

frames/deadlines.

Thank them for calling and say “Good-bye” not

“bye-bye.

Smile

Speak Clearly and Concisely.

Be Enthusiastic.

Lower the Pitch of your Voice.

Talk in a Positive Mood.

Listen/Discuss

Frown

Mutter

Sound Tired

Speak in a Shrill Voice

Speak Negatively

Ramble

4G

4G is the fourth generation of mobile phone

mobile communication technology standards. It

is a successor to the third generation(3G)

standards.

A 4G system provides mobile ultra-broadband

Internet access, for example to laptops

with USB wireless modems, to smart phones,

and to other mobile devices

Wi-Fi is the Way to Go

Mobile devices that offer Wi-Fi capabilities are all

the rage now, and reports have shown that 61% of

American homes now have a Wi-Fi network.

It is predicted that 800 million households

worldwide will have Wi-Fi access by 2016.

Tablet and Smartphone users are consuming more

data on-the-go than ever before, and Wi-Fi appears

to be a viable opponent to carrier networks.

Rise of Texting (Sort of)

Traditional texting, the kind where you use your

mobile carrier’s network, has, according to one

report, actually seen a small dip in the third quarter

of this past year.

This may be because Smartphone owners are

using social networks and switching to internet-

based messaging apps, like Vonage Mobile, to

avoid their carrier’s charges for texts sent or

received.

Telephone is necessary for a business organization.

Effective use of telephone can be made only by

following the telephone etiquette.

One must be polite , service-minded and

informative on telephone.

Business Communication by K K Sinha

Business communication today by Courtland L Bovee

,John V Thill ,Abha Chatterjee.

www.wikipedia.com

www.managementstudyguide.com

THANK YOU