国际商务礼仪英文版课件史兴松 ISBN9787566304117 PPTChapter 6.pptVIP

Chapter 6Telephoning Etiquette Learning objectives By the end of this chapter, you should be able to know How to organize a call in business How to answer a call How to make a teleconference How to leave a voice mail Telephoning basics Before you call On the phone Deal with interruption Cell phone Only leave your set switched on at times when receiving incoming calls will not inconvenience others. Never make outgoing calls in a place or manner that will cause annoyance or embarrassment to others. Always remember that you are likely to be overheard. Use message taking and paging services to back up your system when it is switched off. Always turn off cell phones at meetings, in theatres, and when dining. If you must check calls as they come in, turn the phone to vibrate mode. If you must answer the call, excuse yourself and go to a secluded area. Switchboards Unless you are using the receiver’s mobile number or private line, your call will be made via his switchboard. Switchboards often put a caller on hold while the connection is sought. It is good practice for the operator to say to the caller, ‘Sorry to keep you waiting’ every 20 seconds or so. Tactful and considerate secretaries (I) A caller wants to talk to the boss when s/he is very busy. The secretary should patiently explain to the caller that the boss is busy at the moment and offer to take a message. Do not make a promise that the boss will call back, unless you are definitely sure about that. Tactful and considerate secretaries (II) The boss is not in the office when a person calls. Offer to take a message for him/her and do not say anything more than the fact that your boss is out if you are not sure why the caller is calling. You must avoid giving away information about your boss’s activities to an outsider. Tactful and considerate secretaries (III) A person calls continually with important questions but cannot clarify his ideas. If the caller cannot express himself well, you can ask him