The Importance of Communication by telephone for Advice and Guidance Practitioners

 A good telephone manner is an important communication skill for those who have to receive or make calls as part of their job.This is especially important for advice and guidance practitioners. the advice and guidance courses we run focus on communication skills

Communication is more difficult on the telephone than in a face-to-face conversation as we cannot see the other person and watch their body language. It is easier to get distracted. It is also tempting to try and carry on with other tasks at the same time as speaking on the telephone which makes it hard to concentrate.

Can you think of an occasion when you telephoned an organisation and were impressed by how your call was handled? What factors impressed you?

Can you think of an occasion when you telephoned an organisation and were disappointed by how your call was handled?

Telephone Techniques – Receiving a Telephone Call 

-        Greet the caller with good morning/afternoon/evening and give the name of the organisation for an external call. Some organisations like employees to give their name as well. For an internal call, give your name or the name of the Department.

• -          Ask How may I help you?

• -          Sound bright and friendly: try smiling when you answer a call

• -          Keep a pen and paper next to the telephone to enable you to take notes and ensure that information which is required frequently is close at hand

• -          Don’t keep the caller hanging on for a lengthy period while you search for information. Tell them what you are doing and if necessary offer to call back

• -          At the end of the call summarise what has been agreed and check that the caller is satisfied

• -          Thank the enquirer for calling and let then put the receiver down first. This shows good manners and gives the caller a final chance to ask questions.

-          Before making a call ensure that you have all the relevant paperwork to hand

-          If the call is complex make notes of the points you wish to raise in advance

Taking Messages

-          If callers wish to speak to a member of staff who is not available offer to help or take a message.

-          Messages should include the following:-

1.       The caller’s name, job title, organisation and telephone number

2.       A brief description summary of the message

3.       The name of the person who is to receive the message

4.       The date and time of the call

5.       Your name

Answer-phones, Voicemail and central Numbers

-          Take care when leaving an answer-phone or voicemail message. Make points in a logical order and don’t forget to leave your name and telephone number

-          Deal promptly with answer-phone or voicemail messages left for you or your organisation.

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