1. TELEPHONE ETIQUETTES
Ms. Shilpa Dharmadhikari
The M S University of Baroda

2. Why are Telephone Etiquettes
important in Global Scenario ?
 For Multinational Companies
 BPO’s
 Studying or working abroad
 Working in Real & Virtual Teams
 Minimizing intercultural Barriers

3. White Collared JOBs
 Receptionist
 Hotel Industry
 Airlines
 Tele-callers
 Business Executives

4. What are Telephone
Etiquettes?
 Guidelines which control the way a
responsible individual should behave in the
society.
 Telephone Etiquettes refer to the ways an
individual should speak on the phone.
 An individual needs to follow a set of rules
and regulations while interacting with other
person over the phone.

5. Paralinguistic
Elements
 Correct Pronunciation
 Voice Modulation
 Tone, Accent
 Articulation, Pauses
Pitch/Volume, Frequency
 Influence of Mother Tongue

6. Courtesy / YOU ATTITUDE
When you talk on the phone
remember:
 Check your voice quality
 Express yourself clearly &
concisely
 Be polite & use a respectful
tone

7.  Never shout on the phone and never be
 aggressive

8. Tips for Creating Good Image
 Use basic phrases of courtesy – May I help
you ? Please.
 Use standard accepted business phrases.
 Avoid slang – “uh, yeah, dude
 Do not chew gum.
 Do not slam the phone or cut off abruptly.
 Keep your promises.
 Smile while speaking. People can hear a smile
over the
 phone !

9. Announce Your Identity
Hello, This is Rakesh Shah.
Hello, Bharati Naik here.
My name is Paresh Gohil.
Can I help you ?
Good morning. It’s Bijal Bhatt here.
Marketing Services PLC. Good Afternoon.

10. HOLD THE LINE
 Could you put me through Radhika, please ?
 Would you hold on please.
 I ‘d like to speak to Mayur, please.
 Yes, please hold on I will put you through
 Could you give me the number of his direct line, please.
 Yes, I’ll try to transfer you
 Oh ! Isn’t that International Computers ?
 I think you must have got the wrong number.
What number have you got ?

11. CONNECTING TO AN
EXTENSION
 Could you put me through to Jitu Parekh,
please?
 Yes, please hold on I will put you through.
 I’d like to speak to Alpesh Mistry, please.
 Yes, please hold the line.
 Sorry to keep you waiting.

12. Making and Handling
complaints
 I’m calling to register a complaint.
 Sorry for the inconvenience caused, but can
you let me know something more about this
complaint.
 I’m not satisfied with the service.
 Sorry, it’s obviously a major mistake.
 We will make it top priority.

13. Calling Off
 I’ll get back to you soon.
 Thanks for calling.
 Thank you very much. Goodbye.
 We’ll be in touch about it soon. Goodbye.
 OK. Bye.
 Bye.

14.  Speaking Skills are Equally Important as
Listening Skills
SENSITIVE LISTENING +ACTIVE
LISTENING
Prove to be Effective in Telephonic
Communication

15. Choose the best Responses

1) Who’s speaking ?

I am called Mahesh Baria

My name is Mahesh Baria.

Mahesh Baria is speaking.

2) Could I speak to Ashok Joshi, please ?

a) Who’s calling ?

b) Who are you ?

c) What’s your name ?

16. SUMMING UP
A good combination of appropriate speaking
skills with the effective use of Paralanguage is
required for
successful telephonic communication.

17. References
Telephoning in English –Jean Naterop, Rod
Revell
Business Communication: Basic Skills and
Practices
– Dr. J.P. Parikh
Dr. Anshu Surve
Ms. E.Swarnabharati

18. Contacts
Ms.Shilpa Dharmadhikari
Mobile : +91 9558817782
Email : smdshilp@gmail.com

19.  THANK YOU
 DHANYAVAD