Telephone advice should be expressed in words. Telephone etiquette: rules and regulations. Below is a short list of things not to do when the phone rings at your firm.

Practically every person periodically has to conduct business telephone conversations - it doesn’t matter if he holds a position CEO large firm or an employee of the registry of the district clinic. And on how well a person has learned the rules business communication on the phone, a lot can depend, including the size of his bonuses and the reputation of his home enterprise. How to build a conversation, what mistakes to avoid so as not to get into a mess?

There are times when only the phone remains of trust.
Vladimir Kolechitsky

Called you

First, consider the situation when an incoming call arrives. An employee whose duty it is to conduct telephone conversations must do the following:

pick up the phone without waiting for the third ring, so that the caller does not have the feeling that they do not want to talk to him; instead of the usual “hello”, immediately say the name of your company and company, as well as your position and last name - this will set the interlocutor in a businesslike mood and stop questions like: “Where did I get to?”, “Who am I talking to?”, “This is the cash desk (pharmacy, hospital, etc.)?”; to say hello politely.
You can immediately ask a leading question or invite the interlocutor to go directly to the topic of the conversation:
- “Good afternoon, the firm “Holiday every day”, manager Svistoplyaskin. How can I help you?".
  For the secretary of the organization, approximately this form of greeting should be polished almost to the point of automatism and should always be pronounced in a polite, friendly tone, because the secretary is the face of the institution. It would be great if the rest of the staff adhere to this greeting.
  
  If the phone rang in the midst of a personal conversation with a client or colleague, you should pick up the phone, despite the fact that the conversation is temporarily interrupted. You should apologize to the interlocutor, and then ask the person on the other end of the wire to repeat the call after a few minutes. Depending on the situation, you can promise that you will call back yourself - most importantly, then be sure to fulfill this promise.
  
  If it turned out that you are negotiating on one phone, and then another “comes to life”, pick up the second phone and invite the interlocutor to call back, but name the exact time when this can be done.
  
  you call
  
  Now let's move on to the opposite situation - an outgoing call.
  
  The rules of business telephone communication require that a person who is about to dial a number of an organization or an individual client first find out when it is most convenient to make a call. You should find out the working hours of the partner company or client, the hours when he has lunch.
  
  It is undesirable to call at the very beginning of the working day and, of course, it is unacceptable - after the official end unless there was some prior agreement. If someone from the company's employees has not yet gone home and still picks up the phone, believe me, he will definitely not be happy with you, and this is unlikely to contribute to a constructive dialogue.
  
  How should the caller start the conversation? Necessary:

2.1. Basic rules and requirements of a telephone conversation

A phone call is one of the tools of business communication. In addition, the peculiarities of telephone communication cause a number of common errors that reduce the effectiveness of communication. business contact, and impose additional requirements of its participants.

Your interlocutor talking to you on the phone cannot appreciate what you are wearing, neither the expression of your face, nor the interior of the room where you are, nor other non-verbal aspects that help to judge the nature of communication. However, there are non-verbal stimuli that can be manipulated in telephone communication, these include: the moment chosen for the pause and its duration of silence, intonation expressing enthusiasm and agreement. John Yuger singled out such most important principles telephone ethics 4:

if they do not know you where you are calling, it is appropriate for the secretary to ask you to introduce yourself and find out for what reason (question) you are calling. You need to identify yourself and briefly state the reason for the call.

if you call the person who asked you to call back, but he was not at the place or he cannot come, ask him to convey that you called. Then you need to call again or say when and where you can be found.

when the conversation is going to be long, schedule it for a time when you can be sure that your interlocutor has enough time for a conversation.

one should never speak with a full mouth on the phone with a business person or in general.

if the phone rings, and at that time you are talking on another device, then you need to try to finish the first conversation, and only then talk in detail with the second interlocutor. Usually you need to ask the second interlocutor on what issue he is calling and who to call.

There are other rules for talking on the phone:

Responding to phone call, be sure to state your last name, position and the organization you represent;

You need to speak briefly and clearly so that you can be heard and understood;

Listen carefully and try not to interrupt what was said, do not interrupt the interlocutor in the middle of a phrase, do not show impatience in a conversation with him;

Have everything you need close at hand to record important information.

The following are the most common telephone conversation mistakes:

A vague chain of conversation;

Digression from the main topic and touching on the negotiations;

The most favorable time for the call is not set;

An aggressive call without an apology, not prepared in advance;

There is no correct intonation of speech;

Too fast pace of conversation (the interlocutor can be sure that you are in a hurry);

monologue instead of dialogue, lack of feedback;

lack of final conclusions.

The effectiveness of business telephone communication depends on the emotional state of a person, on his mood.

You just need to pay attention to such "little things" during a telephone conversation. Try to speak evenly, restrain your emotions, do not try to interrupt the interlocutor's speech.

If your interlocutor shows a tendency to argue, expresses unfair reproaches in a sharp form, self-conceit sounds in his tone, then be patient and do not answer him in the same way. If possible, turn the conversation to a calm tone, partially admit that he is right, try to understand the motives of his behavior. Try to be brief and clear in your arguments. Your arguments must be correct in substance and correctly stated in form. In a conversation, try not to allow expressions like: "go", "good", "frets", "bye", etc. In a telephone conversation, it is also better not to use specific, professional expressions that may be incomprehensible to the interlocutor. 6

It must be remembered that the telephone exacerbates speech defects; fast or slow pronunciation of words makes it difficult to understand. Pay special attention to the pronunciation of numbers, proper names, consonants. If in a conversation there are names of cities, towns, proper names, surnames, etc., which are poorly perceived by ear, they must be pronounced in syllables or even spelled out.

Before calling anyone, remember that prolonged exposure to phone calls is detrimental to nervous system(therefore, try to pick up the phone as soon as you hear a call), unnecessary telephone conversations disrupt the working rhythm, interfere with the solution of complex issues that require in-depth analysis, discussion in calm conditions, i.e. interfere with the work of those who are nearby.

Call by home phone a business partner, a colleague for a business conversation can only be justified by a serious reason, no matter who you call - a boss or a subordinate. A well-mannered person will not call after 22:00 unless there is an urgent need for this or prior consent to this call has been obtained. 7

Before you decide to dial a number, you should clearly define the purpose of the conversation and your tactics for conducting it. Make a plan of the conversation, write down the questions you want to solve or the information (data) you want to receive, consider the order in which the questions are asked. Clearly formulate them so that your interlocutor cannot ambiguously interpret them. Try to interest the interlocutor with the first phrase. Keep in mind the dates and numbers of documents, official materials related to the conversation, try to predict the counterarguments of the interlocutor and your answers to him. If you are discussing several issues, then sequentially finish the discussion of one issue and move on to the next. Using standard phrases, try to separate one question from another.

Conversation on each topic should end with a question that requires a clear answer.

When preparing for a business conversation on the phone, try to answer yourself the following questions:

1) what is the main goal you set for yourself in the upcoming telephone conversation;

2) can you do without this conversation at all;

3) whether the interlocutor is ready to discuss the proposed topic;

4) are you confident in the successful outcome of the conversation;

5) what questions you should ask;

6) what questions the interlocutor can ask you;

7) what outcome of the negotiations will suit (or not suit) you, him;

8) what methods of influence on the interlocutor you can use during the conversation;

9) how will you behave if your interlocutor:

resolutely object, move to a raised tone;

will not respond to your arguments;

will show distrust of your words, information.

To prepare for a business telephone conversation, especially long-distance and international, it is better to prepare a special form in which a future conversation is recorded taking into account the predicted answers.

2.2. Ethical standards of business telephone conversation

If a person is businesslike and purposeful, prudent, if he worries about his own authority, as well as the prestige of his company and is used to taking into account everything to the smallest detail, then the development of certain principles of behavior in telephone communication is simply necessary and irreplaceable. eight

Specialists in the problems of oral business communication suggest adhering to such rules for conducting a telephone conversation.

If you call:

first say hello, name the organization you represent, as well as your last name, first name and patronymic Usually the first words of a telephone conversation are perceived indistinctly, so say your name last - at least it will be heard;

when calling an institution or a stranger, you should ask for the last name, first name and patronymic of your interlocutor. You can also indicate who exactly you would like to talk to;

when calling on an important matter, ask first if your interlocutor has enough time for a conversation;

pre-write a list of questions that need to be clarified, and keep this list in front of your eyes throughout the conversation;

the caller always ends the call. When ending the conversation, be sure to say goodbye, remembering that it is tactless to hang up without waiting for the last words of your interlocutor;

in case of reaching important agreements - send confirmation by letter or fax message.

If they call you:

try to pick up the phone as soon as possible and name the organization you represent;

if necessary, write down the name, surname and contact phone number of the interlocutor;

speak tactfully, politely demonstrate understanding of the nature of the caller's problems;

do not suddenly hang up, even if the conversation is uninteresting, boring and too long for you;

if you make a promise, try to keep your word and fulfill it as soon as possible If difficult questions arise, offer the interlocutor a meeting for a detailed discussion of the essence of the problem;

always briefly Summarize the conversation, list again the agreements you have reached

Regardless of who is calling:

be friendly, in no case show your dissatisfaction with something;

ask questions and listen carefully to the answers to them;

try to remain tactful and restrained, even if the conversation becomes very unpleasant for you;

sympathy for you will increase if you call the interlocutor by name and patronymic several times during the conversation;

special emphasis - if during a conversation you name some numbers, they should be repeated several times to avoid annoying misunderstandings;

try to use the lexical possibilities of the literary language as widely as possible (previously rich synonymy), but at the same time always speak briefly and accurately, in correctly constructed sentences;

A business conversation consists of the following steps:

1) the moment of establishing contact;

2) a statement of the essence of the matter (message of the purpose of the call, approach to the issue, discussion of the reported information);

3) end of conversation

It is tactless to give the subscriber incorrect information, to speak rudely if he has the wrong phone number. It is necessary to always try to be polite, because tact is, first of all, self-respect. Politeness should become the spiritual need of every person.

After establishing a connection, the information is presented clearly, concisely and to the point. It is such a conversation that characterizes a person as an experienced, businesslike person, does not abuse other people's time and attention, as a person who is fluent in telephone conversation etiquette.

Another extremely important condition for conducting a conversation is the consistency and consistency of expressing opinions. It is unacceptable for a conversation to be chaotic, because in this way the purpose of the call may remain incomprehensible to the interlocutor.

The initiative to end the conversation usually belongs to the one who called, sometimes called to the phone can politely say that for one reason or another he is in a hurry, wants to end the conversation. At the end of the conversation, be sure to say goodbye.

2.3. Ethical standards of telephone conversation on a mobile phone

There are some norms of talking on a mobile phone, which should not be forgotten. These are the rules of decency and etiquette that are directly related to the mobile phone. 9

At the table. If a person is at the table at a meal with his friends or strangers and expects an important call, he needs to put his mobile phone on silent mode using the "vibro" function. The mobile phone should not be on the table next to the plate. When calling, do not take off and rush to the conference. It is necessary to chew food, apologize to the neighbors and calmly leave the table to talk on the sidelines. If it is not possible to talk to the caller, apologize to the interlocutor with whom you have lunch, pick up the phone and answer that you will call back soon. So you will not offend either your neighbor or the person who calls you. By showing such a gesture of respect for both of your interlocutors.

To the cinema. If you did not have time to pay attention to the sign at the entrance to the cinema, which states that the use of a mobile phone during the screening is prohibited, then be polite, turn off your mobile phone in the room itself. When you go to the cinema, you come to watch a movie, just like your neighbors. Let yourself and your neighbors enjoy the story for a few hours and take a break from your electronic toy. Take a "phone break". Show your education. This process of carefully watching a movie will allow you to concentrate and discuss your favorite moments with your friends. Otherwise, you will feel the dissatisfaction of others.

Weak battery. This happens quite often if the conversation turns out to be very interesting, or you have something to tell your interlocutor, even if you are listening without answering the monotonous conversation of the person on the other end of the line, who decided to get rid of boredom in this way. In any case, you must warn the interlocutor in advance that it is possible that during your excellent conversation, your mobile phone may turn off due to a dead battery. You must always remain polite. An unfinished conversation always leaves an unpleasant aftertaste. And in case you do disconnect, call the person if possible and apologize.

"Hi, where are you?" A familiar famous phrase used by Most people especially among teenagers. Instead of saying hello, introducing yourself, asking “do you have the opportunity to talk? Am I distracting you? ”, We burst, thus, into life, at the other end of the wire. Another example of the phrase: “I will come for you, where are you?”. This is a sign of bad taste. We do not take into account the interests of the person with whom we communicate. We impose ourselves leaving no choice to our interlocutor.

“Subscriber is unreachable or out of range……” Every time we try to reach a person repeatedly, we get nervous. This is followed by a not always forest message in the direction of our subscriber: “how much can you freeze?”, “what can you do?”, “that you can’t turn on the phone?” etc. Each of us has the right to our own space. And when we cannot get through to this or that person, we need to think about it. And it will be enough for you to send an SMS message of the following nature: “Good afternoon. It's me. Please call when you can." After all, a person always has his own reasons in such situations. Several calls in a row. If you dial a person, but he does not pick up the phone and does not answer your calls, have patience. He can be busy with his own affairs, he can conduct parallel communication, he can forget his mobile phone at home. And in this case, as in the previous one, there are reasons. Don't be pushy. Show respect. Wait callback by the correspondent.

Ringtones. How often, especially among the rising younger generation, we hear the tearing ringtone of his favorite tune. This annoys us. These situations also apply to adults. For example, if you work in an office where there are at least 15-20 people, and your mobile phone constantly plays this or that song in full volume, you show your disrespect for your colleagues. 10 Musical tastes are different for everyone. What you like may annoy your neighbors. Choosing a ringtone for your mobile phone, select a neutral option, and set the playback volume to medium. Be attentive to the calmness of your neighbors, they will appreciate your attitude.

The art of telephone conversations is to succinctly state everything that follows and get an answer.

You need to carefully prepare for a telephone conversation: pick up all the materials, documents in advance, have at hand the necessary phone numbers, addresses of organizations or the right people, a calendar, a pen, paper, etc.

Before you dial a number, you should clearly define the purpose of the conversation and your tactics for conducting it. Make a plan of the conversation, write down the questions you want to solve or the information (data) you want to receive, consider the order in which questions are asked. Clearly formulate them so that your interlocutor cannot ambiguously interpret them. Try to interest the interlocutor with the first phrase. Keep in mind the dates and numbers of documents, official materials related to the conversation, try to predict the counterarguments of the interlocutor and your answers to him. If you are discussing several issues, then sequentially finish the discussion of one issue and move on to the next.

Reviews Yes, Hello, I'm listening. can be called neutral, because they do not carry information about who exactly picked up the phone and in which organization or firm. Therefore, in business communication, you should abandon neutral reviews and replace them with informative ones. After picking up the phone, you must immediately name your institution (and on the internal phone a structural unit: department, editorial office, accounting, etc.), as well as your last name.

What to say and what not to say when the number 23 rings in your institution:

Expressions that should be avoided when talking on the phone so that your company is not misrepresented:

1. I dont know. No other answer can undermine the credibility of your organization so quickly and thoroughly. First of all, your job is to know that this is why you are in your place. If you are not able to give an answer to your interlocutor, it is better to say: “Good question ... Let me clarify this for you.”

2. We can't make it. Instead of saying no, suggest, for example, that you wait until you figure out how you can be helpful and try to find an alternative solution. It is recommended that you always focus on what you can do first, and not on the other way around.

3. You must... Your client doesn't owe you anything. The wording should be softer: Makes sense to you... or The best thing would be....

4. Wait a second, I'll be right back. It's better to say: It may take two to three minutes to find the information you need. Can you wait?

5. Not, pronounced at the beginning of a sentence, unwittingly leads to the fact that the path to a positive solution to the problem becomes more complicated. Each phrase containing disagreement with the interlocutor should be carefully considered.

Phone business etiquette

Introduction.

1. The concepts of "etiquette", "business communication", "ethics of business communication on the phone"2. Basic principles and rules of business communication by telephone3. The main mistakes when communicating on the phone 4. Drawing up a plan for a telephone conversation, telephone messages Conclusion References.

Introduction.

One of the main problems Russian business in recent times became low business ethics. It was this factor that became decisive in curbing the growth of foreign investment in the country and limiting the integration of Russian business into world economic relations. And while domestic companies are perceived abroad as carriers of corruption and dirty methods of fighting competitors, we will not be allowed into a decent society. Yes, and at home everything will be unsteady and dangerous. And this is not only unpleasant, but also not profitable - narrow domestic market severely limits the growth of capitalization of domestic business, and even powerful, by world standards, Russian companies are greatly underestimated.

Modern business life is unimaginable without a telephone. Thanks to him, the efficiency of solving many issues and problems is greatly increased, there is no need to send letters, telegrams or travel to another institution, city to clarify the circumstances of any case. You can do a lot over the phone: negotiate, give orders, make a request, etc. Very often, the first step towards concluding a business contract is a telephone conversation.

Humanity has been using the telephone for over a century. It would seem that there is enough time to learn how to use it wisely. technical means... But the ability to speak on the phone is not inherited. Everyone masters the art of communication with the help of this apparatus. It’s good if there are sensible mentors or successful role models from whom you can learn how to talk on the phone correctly. Relevant courses, various teaching aids on this topic are widely distributed in various countries of the world.

And knowing the rules of business communication on the phone helps to achieve a more effective result.

1. The concepts of "etiquette", "business communication", "ethics of business communication on the phone."

The term "etiquette" means the form, demeanor, rules of courtesy and politeness adopted in a particular society.

A feature of what is called etiquette is the combination of formal rules of behavior in predetermined situations with common sense, the rationality of the content embedded in them.

The practical significance of etiquette lies in the fact that it enables people to use already ready-made forms common courtesy to communicate with different groups of people and at different levels.

It requires the ability to greet, say goodbye, say "please", "be kind", "be kind", "excuse me", thank you for help, service, wish good night, good morning, good appetite, health, etc.

2. Basic principles and rules of business communication by telephone.

Before calling, think about what you want to report or what information you need to get (think over the content, determine the purpose of the call, select questions, make the necessary notes that will be in front of your eyes and during the call).

Try to find out your full name in advance. your future companion. Have a pen and paper ready in case you need to write something down. Your caller has answered. If you haven't been told who you called, check it out.

Greet your interlocutor. Address him by his first name. By doing this, you immediately create a trusting atmosphere of communication, create a favorable impression of yourself and the seriousness of your intentions. If you have not agreed on a call and are not sure that it is convenient, you need to find out ("Did I disturb you?) Can you give me a few minutes?"), and only with a positive answer, you can continue the conversation.

If this is a call to a friend or girlfriend, then the parents will be much more willing to call him or her in response to a polite: "Hello, please E" Or they will give out information where the child has gone and when he will return.

If no one picks up the phone on the other end, you don’t need to hold yours to your ear for half an hour, even when you are sure that this person is at home. Well, a person does not want to communicate with anyone - he has the right. When you call long distance, you should remember that after about 6-8 unsuccessful "bee-and-pas" you are credited with a minute of conversation and sent an invoice for it.

But there are also cases when you dial a completely correct number, and a completely unfamiliar voice is heard on the receiver. Try to refrain from asking: "Who is this?" It is better to ask: "Is this number such and such?" This is where it turns out that you dialed the wrong number or the telephone connection worked inaccurately. And if they call your phone number, follow the same rules in "mirror reflection". It is not very tactful to interrogate a stranger who called someone from your loved ones who he is, but it is quite appropriate to ask what to convey to the absent.

Another Golden Rule- be sure to call. Even if you are absolutely sure that your voice is recognized, even if you call for the third time within an hour - CALL. A big mistake is to ask a question after a greeting without naming yourself: "Who am I talking to?" or "Who's this?" or "Who's on the phone?" Why are such statements wrong? Psychologists answer that in the vast majority of people, the reaction to this form of question is the desire to answer with the question: "Who are you?" The possibility of conflict has already been created.

Further. Find out who you're talking to, but only after you introduce yourself. Very often people want to guess who picked up the phone. For example: "Hello, hello, this is Valya? And who is Ira? No? Is this Alexandra Vladimirovna?" Sometimes the speaker can sort through the names for a very long time, annoying his interlocutor. In the end, he is asked the question: "Where are you calling? Who do you need?" And then it suddenly turns out that the dialogue with him was not conducted by a woman at all, but by a man with a high timbre of voice.

One more moment. Find out if they can talk to you, and if they can't, for how long? This is one of the main rules. Especially it is necessary for people for whom every phone call is important. They are directly connected with firms, agencies. There are cases when a phone call that burst at the wrong time ruined profitable deals.

At the end of the conversation, another question may arise: "Who should hang up first?" With good, friendly communication, it simply does not arise. But if the conversation is official or slightly strained (you called and feel that there is no time for you), it is better, of course, to end the conversation first so as not to embarrass the interlocutor.

Well, finally, the last rule, its observance to a greater extent depends only on you. It may seem very strange to you. This is how your "Hello" sounds. But the whole further conversation may depend on this.

Therefore, you must pronounce each of your "Hello" with such a desire to hear the one who calls you, with such enthusiasm that they finally called you (for the three hundred and seventy-fifth time in the last half hour), with such cheerfulness and freshness of feelings (although you two teeth were pulled out and the "freeze" began to depart just 5 minutes ago), so that your interlocutor has the feeling that you really have been waiting for his call for a long time.

Repeat several times what your interlocutor must remember (date of the meeting, phone number, full name, etc.)

It is very important to end the conversation politely and positively. You should thank your interlocutor for the time spent.

Creating a good impression about yourself over the phone is much easier than in person. When you are talking on the phone, it is much easier for you to control your behavior because only your voice is heard.

The main requirements of the culture of communication by telephone are brevity (conciseness), clarity and clarity not only in thoughts, but also in their presentation. The conversation should be conducted without long pauses, unnecessary words, turns and emotions. The telephone imposes on the one who uses it, and a number of other requirements. Your interlocutor cannot evaluate what you are wearing, nor the expression of your face, nor the interior of the room where you are, nor other non-verbal aspects that help to judge the nature of communication. However, there are non-verbal stimuli that can be manipulated in telephone communication, these include: the moment chosen for the pause and its duration; silence; intonation expressing enthusiasm and agreement or backlash. It means a lot how quickly a person picks up the phone - this allows you to judge how busy he is, to what extent he is interested in being called. Jen Yager highlights these most important principles of telephone ethics.

If you are not known where you are calling, it is appropriate for the secretary to ask you to introduce yourself and find out what issue you are calling about. Please identify yourself and briefly state the reason for the call.

Violation of the rules business etiquette it is considered to pretend to be a personal friend of the person you are calling, only to be connected with him sooner. Gross violation- do not call back when your call is expected. Call back as soon as possible. If you call the person who asked you to call, but he was not at the place or he cannot come, ask him to convey that you called. Then you need to call again, or say when and where you can be easily found.

When the conversation is going to be long, schedule it for a time when you can be sure that your interlocutor has enough time to talk.

Never talk with your mouth full, chew or drink while talking.

If the phone rings, and you are already talking on another device at that time, try to finish the first conversation, and only then talk in detail with the second interlocutor. If possible, ask the second interlocutor what number to call back and whom to call.

It is advisable to follow these rules during a telephone conversation:

1. Usually people conduct business conversations on a business phone. If you still had to disturb someone at home on business, then you should first apologize. Only after that, briefly state the essence of the issue and arrange a meeting or a call to work. At home people have the right to this rule we must respect.

2. Calling someone's home before 9 am and after 10 pm is a violation of elementary etiquette.

3. If you call strangers, then be sure to explain who gave you the phone number and what issue you are disturbing the subscriber about.

4. According to European etiquette, a telephone conversation cannot last more than 3-5 minutes. (It is worth adhering to this rule in a business conversation).

5. According to etiquette, the subscriber who is being called may not call himself first.

6. But people like to know who they are talking to. Therefore, if you do not have any prejudices, state your name or at least the name of the company if you answer the phone at work.

7. It is completely impolite to start a conversation with questions: “Who am I talking to?”, “And who

this?", "Where did I go?".

8. It is believed that it is better for a third party not to specify the identity of the person who calls the person who is not in place. Instead of "Who's calling?" it is better to ask "What to convey?"

9. There are phrases that are best avoided during a business conversation so that the company does not have a negative impression. Telephone "taboos" include such phrases as: "I don't know." Nothing breaks trust like those two words. If you can't answer, it's better to say" "Interesting question ... Let me clarify." "We can't do that." If this is true, then your potential client will turn to someone else. , for example, wait, think and find an alternative solution.

"You must". This is a big mistake. Your client does not owe you anything. The wording should be softer: "It makes sense to you ..." or "It would be best if you ..." "Wait a second, I'll be right back." Have you ever managed to solve a problem in a second? Tell the truth how long it will really take.

"No" at the beginning of a sentence makes it harder to solve a problem. Therefore, each phrase should be carefully weighed.

During telephone contact, it is very important to show your ability to listen. According to the research of one French magazine, representatives of the same sex interrupt each other approximately equally often. And when a man and a woman are talking, he interrupts her twice as often. It turns out that men have such a trait: they listen attentively for no longer than 15-20 seconds, and then completely immerse themselves in the search for an answer to the question. Consider this! For a man it is important - WHAT to say, and for a woman - HOW to say. By the way, the lower the voice, the better they react to it: it attracts the interlocutor and causes him more confidence. Therefore, by monitoring our voice and deliberately lowering it, we make it easier for ourselves to communicate with people. The more often a person breathes, the more mistakes he makes in speech. A calm person directs more energy to what he says.

A telephone conversation has one important advantage over a letter: it provides a continuous two-way exchange of information regardless of distance. But you also need to carefully prepare for a business telephone conversation. Poor preparation, inability to single out the main thing in it, concisely, succinctly and competently express one's thoughts leads to significant losses of working time (up to 20-30%). So says the American manager A. Mackenzie. Among the 15 main reasons for the loss of time by a businessman, a manager, he put telephone conversations in first place. Psychologists note that the duration of telephone conversations depends on their emotional coloring. Excessive emotionality creates the prerequisites for speech fuzziness, inefficiency of phrases, which increases the time of a telephone conversation.

It is also known that during a telephone conversation there is such a phenomenon as satiety with communication. It can be a source of tension between the parties. Therefore, during the conversation, you must observe the measure. Otherwise, the meaning of communication may be lost and conflict may arise. Signs of satiety with communication: the emergence and intensification of unreasonable dissatisfaction with a partner, irritability, resentment, etc. You should get out of contact with a partner in time in order to maintain a business relationship. In addition, long phone calls can give you a reputation for being boring or idle. Such a reputation will undermine interest in you and your business proposals. To restore the good name of the company and its reputation, you will have to spend much more effort than when establishing the first business contact.

The art of telephone conversations is to succinctly state everything that follows and get an answer. A Japanese firm will not keep an employee for a long time who does not decide business question over the phone in three minutes.

The basis for a successful business telephone conversation is competence, tact, goodwill, possession of conversation techniques, the desire to quickly and effectively solve a problem or provide assistance in solving it. It is important that a business, business telephone conversation be conducted in a calm, polite tone and evoke positive emotions. F. Bacon also noted that it is more important to conduct a conversation in a friendly tone than to use good words and place them in right order. During a business telephone conversation, it is necessary to create an atmosphere of mutual trust.

According to psychologists, positive emotions tone up the activity of the brain, contribute to clear rational thinking.

Negative emotions lead to a violation of the logical connections in words, argumentation, create conditions for an incorrect assessment of the partner, his proposals. Therefore, we can conclude that the effectiveness of business telephone communication depends on the emotional state of a person, on his mood. Skillful expression of expression is also essential. It testifies to the conviction of a person in what he says, in his interest in solving the problems under consideration. During a conversation, you need to be able to interest the interlocutor in your business. Here you will be helped by the correct use of methods of suggestion and persuasion. How to do it, by what means? Voice, tone, timbre, intonations say a lot to an attentive listener. According to psychologists, tone, intonation can carry up to 40% of information. You just need to pay attention to such "little things" during a telephone conversation. Try to speak evenly, restrain your emotions, do not try to interrupt the interlocutor.

If your interlocutor shows a tendency to argue, expresses unfair reproaches in a sharp form, self-conceit sounds in his tone, then be patient and do not answer him in the same way. If possible, turn the conversation to a calm tone, partially admit that he is right, try to understand the motives of his behavior. Try to be brief and clear in your arguments. Your arguments must be correct in substance and correctly stated in form. In a conversation, try to avoid expressions like: “go”, “good”, “okay”, “bye”, etc. In a telephone conversation, it is also better not to use specific, professional expressions that may be incomprehensible to the interlocutor.

· It must be remembered that the telephone exacerbates the shortcomings of speech; fast or slow pronunciation of words makes it difficult to understand. Pay special attention to the pronunciation of numbers, proper names, consonants. If in a conversation there are names of cities, towns, proper names, surnames, etc., which are poorly perceived by ear, they must be pronounced in syllables or even spelled out.

The etiquette of a business telephone conversation has in its stock a number of replicas to correct communication. For example:

How can you hear me?

Would you please repeat that?

Sorry, it's very hard to hear.

I'm sorry, I didn't hear what you said, etc.

Before you call someone, remember: prolonged exposure to phone calls has a negative effect on the nervous system (therefore, try to pick up the phone as soon as you hear a call), unnecessary telephone conversations disrupt the working rhythm, interfere with the solution of complex issues that require in-depth analysis, discussion in calm conditions, i.e. interfere with the work of those who are nearby.

A home phone call to a business partner, a colleague for a business conversation can only be justified by a serious reason, no matter who you call: a boss or a subordinate. A well-mannered person will not call after 22:00 unless there is an urgent need for this or prior consent to this call has been obtained.

As the analysis shows, in a telephone conversation 30-40% is occupied by repetitions of words, phrases, unnecessary pauses and extra words. Therefore, you need to carefully prepare for a telephone conversation: pick up all the materials, documents in advance, have at hand the necessary phone numbers, addresses of organizations or the right people, a calendar, a pen, paper, etc. Before you decide to dial a number, you should accurately determine the purpose of the conversation and its tactics of conducting it. Make a plan of the conversation, write down the questions you want to solve or the information (data) you want to receive, consider the order in which questions are asked. Clearly formulate them so that your interlocutor cannot ambiguously interpret them. Try to interest the interlocutor with the first phrase. Keep in mind the dates and numbers of documents, official materials related to the conversation, try to predict the counterarguments of the interlocutor and your answers to him.

If you are discussing several issues, then sequentially finish the discussion of one issue and move on to the next.

Using standard phrases, try to separate one question from another.

For example:

So, we agreed on this issue?!

As I understand you (in this matter), can we count on your support?

Conversation on each topic should end with a question that requires a clear answer.

When preparing for a business conversation on the phone, try to answer yourself the following questions:

what is the main goal you set for yourself in the upcoming telephone conversation;

can you do without this conversation at all;

whether the interlocutor is ready to discuss the proposed topic;

Are you confident in the successful outcome of the conversation;

what questions you should ask;

What questions can the interviewer ask you?

what outcome of the negotiations will suit (or not suit) you;

what methods of influence on the interlocutor you can use during a conversation;

How will you behave if your interlocutor

resolutely object, move to a raised tone;

will not respond to your arguments;

will show distrust of your words, information.

At the end of a business phone call, spend 3-5 minutes reviewing the content and style of the conversation. Analyze your impressions. Find vulnerabilities in the conversation. Try to understand the reason for your mistakes. Rules for conducting a business telephone conversation when they call you. If there is a phone call, it is rational to pick up the handset for any call. You can, of course, not pick up the phone if you keep working under telephone trills. But at the same time, you need to keep in mind that with every half hour, calls will be heard more and more often: the number of subscribers not served by you is accumulating, they are forced to call again, for the third and fourth time. In the end, you will have to work under an almost continuous ringing. In addition, you never know in advance which call will bring you profitable contract or valuable information.

It is best to pick up the phone after the first call. If you are sitting alone in a room, you have enough time to complete a sentence or read a paragraph in a letter sent. It is perfectly acceptable to pick up the phone after the second or third ring. If you have a visitor, you will have enough time to finish the phrase and, having said “I'm sorry” to the interlocutor, pick up the phone. So, in all cases when the phone rings, it is recommended to pick up the handset without waiting, during the period of time from the end of the first to the beginning of the fourth call.

Sometimes the phone is hard to hear. But that doesn't mean you have to raise your voice. The opinion that if I do not hear the interlocutor well, then he does not hear me well and, therefore, it is necessary to speak louder, is erroneous. Therefore, in case of poor hearing, you should not raise your voice yourself, but ask the person who is calling you to speak louder, and at the same time ask how he hears you.

The most common variants of the first word spoken into the off-hook are “Yes”, “Hello”, “Listen”. These words are exactly the same and impersonal in their informativeness, and therefore do not characterize the person who picks up the phone in any way.

Reviews “Yes”, “Hello”, “I'm listening” can be called neutral, since they do not carry information about who exactly picked up the phone and in which organization or company. Therefore, in business communication, you should abandon neutral reviews and replace them with informative ones. After picking up the handset, you must immediately name your institution (and by internal telephone structural subdivision: department, editorial office, accounting, etc.), as well as your last name.

Thus, when answering a call, you should always introduce yourself. People want to know who they are talking to. This, in addition, creates an atmosphere of trust and helps to better understand the interlocutor. Find a friendly formula that you like (how you yourself would like to be answered).

With frequent calls or in a hurry, they usually give a surname with the addition of the word “listening” (“Ivanov is listening”) or indicate only the name of the institution or its department: “Accounting”, “First Department”.

In all of the above cases, the subscriber must know with whom he is talking, or at least where he is. If an error occurs when dialing a number, the misunderstanding will be immediately clarified and will not entail loss of time to clarify it.

The phone rang. You picked up the phone. Again - for the umpteenth time - they ask for a colleague who is absent at the place. Frowning in displeasure, you sharply answer several times: “He is not here!” and immediately hang up. But let's think about whether you yourself provoke repeated calls with your answer. Where is the exit? He is in a polite and more detailed response to every phone call to an absent employee, no matter how annoying they may be. The optimal answer for this case can be something like this: “He is not there, he will be then. Maybe give him something? When your colleague sitting at the next table is asked to phone, you can answer the request: “Now” or “One minute”, after which invite a colleague to the device, for example, “Now ... Ivan Ivanovich, you!” Make sure that the information transmitted in someone's absence reaches the addressee. Although it is not easy to organize the exchange of information through third parties, it can pay off handsomely. In order to find out what you need, ask questions according to the questionnaire principle (“Where are you calling from?”, “Your name and your phone number?”, etc.).

When it comes time to end a telephone conversation and say goodbye, they follow the rule: whoever started the conversation first, that is, whoever called, must end it.

The person who has received the call should not be impatient and “round off” the conversation in every possible way. This is bad tone. You begin to say goodbye, and the person talking to you may not have known or understood everything yet. How should you say goodbye to your interlocutor? Let's just give you two tips. The first tip is to thank the interlocutor again if he congratulated you on something or provided pleasant information. The second tip - if you see fit, assure the interlocutor that you are always happy to call him and meet in person, or just say goodbye and wish you all the best.

Rules for conducting a business telephone conversation when you call

When it comes to your mind to call, do not immediately grab the handset. First of all, you need to understand for yourself what purpose you are going to call and what the content of the conversation should be.

Dial the number should be carefully, without haste. Do not guide the disc with your finger during the reverse (working) stroke. It is possible to violate the specified disk rotation speed, and you will get a failure or incorrect connection. You should not act at the maximum speed available to you. The fact is that the speed of connecting searchers to the PBX may lag behind your pace, and again you will not make your way to the subscriber.

Load factor on lines telephone connection in our country is higher than we would like. Therefore, when trying to get through, we hear short beeps almost more often than long ones. Telephone lines have their own “peak hours” when “busy” beeps may appear not after, but during dialing, after the sixth digit, fifth, fourth, and sometimes the first. Therefore, being able to call is a concept that includes not only the ability to dial a number and conduct a conversation, but also the ability to “break through” on the phone to the desired subscriber.

The easiest way to get through is to dial the desired number continuously over and over again, if possible without pauses. Nothing better than this method can be offered if you are trying to solve a matter over the phone that is very important to you.

Has spread " folk wisdom”: Take a slow shutter speed before dialing the last digit. It is assumed that during this delay the previous conversation will end, and no one else can get through this number, because you keep the phone line busy (which is not true). There is even such an option - not just to take a shutter speed before dialing the last digit, but to dial this number and hold the disk for a long time. Such “tricks” are meaningless: they do nothing but load telephone networks.

In cases where the case you are calling about can wait for some time, it is advisable to use the regular dialing method. At the beginning of the working day, you write down on a piece of paper the names and phone numbers of all the people you need to contact today. Then you start calling from the list. If the next number is busy or does not answer, proceed to dialing the next one. “Ringing” the entire list once, you do not return to those numbers that were busy, but move on to other work. Hygiene mental labor requires a short rest after each hour of work. So after about an hour, pick up the list again and go through it from top to bottom. As a result, several more names will be crossed out. So, with an interval of an hour and a half, you arrange “telephone” pauses in your main work and, giving your head some unloading, at the same time gradually solve the difficult task of getting through. In response to your call, you heard “Hello” from the other end of the line. After that, it is recommended that you always give your last name and say hello before starting a direct conversation, even if you expect to be recognized by your voice. The most acceptable option for starting a conversation can be considered the following: “This is Vasiliev. Hello ... (after the answer “Hello”) ... ask Sabitov.”

If you are in a hurry, you can refuse the greeting, but then be sure to add the word “please” to your request: “I need Sabitov, please.” It is very important to start a conversation without coercion. To do this, it is necessary to connect each subsequent question with the previous one, as in a normal conversation.

From the answers, you need to quickly extract information about the needs of the client. At the end of the business part of the conversation, do not start with a sense of relief in the discussion of political or domestic news, even if you have a minute of free time and the appropriate mood. First, check whether your interlocutor is inclined to conduct such a conversation, maybe he just doesn’t have the time or desire for this.

In conclusion, we note that the main requirements for telephone communication are brevity and meaningfulness of the conversation. General rule is as follows: the busier the line, the shorter the telephone conversation should be. The ability to use the telephone consists in maximizing the opportunities provided by it with minimal damage to other mining processes - damage to oneself and all persons with whom the subscriber interacts.

3. The main mistakes when communicating on the phone.

Research speech communication conducted among businessmen showed that 57% of phone calls do not contain words of greeting. To the questions: "Why didn't you greet the interlocutor?" - usually they answer: "Well, how many times a day should this be done?" or "Yes, it goes without saying!" There is nothing in speech communication, which goes without saying. Everything must be spoken. After all, a person who was not greeted may, albeit subconsciously, be offended.

If you decide to make a phone call, observing all the rules of communication, but you can’t get through in any way, don’t irritably knock on the lever - this will only slow down the connection and damage your telephone.

Never interrupt the interlocutor in mid-sentence, let him finish the thought.

Speak slowly, clearly pronouncing the words, do not shout, but do not whisper in a tongue twister, watch your tone.

Do not ask several questions in a row, pause to hear the answer. Questions should be clear and short.

Do not give vent to your negative emotions. Your interlocutor is unlikely to be interested that a couple of minutes before that you had an unpleasant conversation with your boss or just got up on the wrong foot.

The following is a short list of things not to do when the phone rings at your firm.

It does not follow:

1. Do not pick up the phone for a long time.

2. Say “Hi,” “Yes,” and “Speak” when it starts

talk.

3. Ask "Can I help you?"

4. Have two conversations at once.

5. Leave your phone unattended, at least for a little while.

6. Use scraps of paper and calendar sheets for notes.

7. Transfer handset many times.

8. Say: “Everyone is having lunch”, “Nobody is there”, “Please,

call back."

This list is endless. For example, you can’t turn a conversation into an interrogation, ask questions like: “Who am I talking to?” or “What do you need?” You need to monitor your diction (do not smack, etc.). If you speak with an accent, try to speak clearly. Avoid the habit of holding the microphone with your hand to say something to colleagues - the interlocutor can hear.

If your interlocutor makes a complaint over the phone, do not tell him: “It's not my fault”, “I don't do this”, etc. If you say this, it may negatively affect the reputation of your organization and will not help the client in resolving his problems. So let him speak to the end;

express sympathy to him, and if you are to blame, apologize; write down his name and phone number, order number or other details. If you promised to call him back, do it as soon as possible, even if you did not manage to solve the problem by the appointed time.

There are expressions that should be avoided when talking on the phone so that your company is not misrepresented. These include, in particular:

1. "I don't know." No other answer can undermine the credibility of your organization so quickly and thoroughly. First of all, your job is to know that this is why you are in your place.

If you are unable to give an answer to your interlocutor, it is better to say:

“Good question... Allow me to clarify this for you.”

2. "We can't do it." Instead of rejection "out of the blue" offer,

e.g. wait before you realize what you might be

useful, and try to find an alternative solution. Recommended

always focus on what you can do first, and

not on the reverse.

3. "You must...". Serious mistake. Your client doesn't owe you anything.

The wording should be much softer: “It makes sense to you ...” or

“The best would be...”.

4. "Wait a second, I'll be right back." Think about it, have you ever managed to manage your affairs in a “second” at least once in your life? Hardly. Tell your interlocutor something more like the truth: “It can take two or three minutes to find the information you need. Can you wait?

5. “No” at the beginning of a sentence unwittingly leads to the fact that the path to a positive solution to the problem becomes more complicated. There are no universal recipes for getting rid of “negative evasion”. Each phrase containing disagreement with the interlocutor should be carefully considered.

As practice shows, even with a cursory acquaintance with the theory of telephone conversations, the work of employees is significantly improved and at the same time the level of satisfaction is increased. own work It's nice to talk to polite people.

Often, when communicating with an interlocutor, we prefer talking on the phone. This is not entirely logical. Why does the person who called you on the phone have the right to interrupt your conversation? After all, he turned to you later than the one who is next to you and with whom you were talking. The visitor is forced to sit and wait, listening to the telephone dialogue, and then restore the broken threads of the conversation interrupted by the telephone call, and sometimes re-remind what was discussed before. That is why, if the conversation with the person sitting with you ends, you need to ask the telephone interlocutor to wait without hanging up. If you feel that the conversation will last another 10-15 minutes and it is serious enough, you need to ask to call again in a quarter of an hour, when you are free.

4. Drawing up a plan for a telephone conversation, telephone messages.

Memo for talking on the phone

Name of the organization:

Who to call (Director, Head of HR Department, full name)

___________________________________________________

Greetings

___________________________________________________

Performance

___________________________________________________

(Qualification, work practice in the specialty, abilities, character traits)

___________________________________________________

Show your interest in working for this company

___________________________________________________

Answer "Yes" (agree on the date and time of the meeting)

___________________________________________________

The answer is "No" (perseverance, will take care of the information: possible work in the near future, work not in the specialty, etc.)

___________________________________________________

Say goodbye and thank you for your time.

In some cases, telephonograms are used in telephone communication. The telephone message, as a rule, contains information not exceeding 50 words in volume. If talking on the phone is a dialogue, not

limited in time, then a telephone message is a written fixation of a monologue, regulated in time.

Mandatory details of telephone messages are the name of the institution (company) of the addressee and addressee, the details “from whom” and “to whom” indicating the position, surname, name and patronymic officials, number, date and time of transmission and reception of the telephone message, the names of the sender and receiver of the telephone message, telephone numbers, text and signature.

The telephone message must have a title. It is composed as for a service letter, that is, it must begin with a noun in the prepositional case with the preposition “o” or “about”.

Telephone messages are written in telegraphic style, that is, briefly, clearly, precisely, unambiguously, in simple sentences. A two-part composition of a telephone message is allowed: in the first part, the facts that prompted the telephone message to be given are stated, in the second, the actions taken. As a rule, the text of the telephone message is stated in the first person (for example: “We remind you ...”, “We inform you ...”, “I will ask you to send ...”).

In order to streamline the fixation of transmitted and received telephone messages and eliminate the possible incompleteness and inaccuracy of their transmission and recording due to the negligence of the performers, it is recommended to have blank forms at hand of approximately the following form:

TELEPHONE GRAM

Addressee Addressee

Name Name

No. .... date .... No.

The date....

Transmission time.... hour. .... min. Time of receipt....

hour. .... min.

Transferred

Accepted

Phone message header

________________________________________________________________________________________

(Signature)

Conclusion.

Telephone conversation- most fast way connections in modern life. But talking on the phone requires certain communication skills and compliance with generally established rules.

During a business conversation on the phone, you must follow a number of the following rules:

1. Pick up the handset before the fourth ring of the phone.

2. Say: " Good morning(day)", introduce yourself and name your

3. Ask: “How can I help you?”

4. Focus on one conversation and listen carefully.

5. Offer to call back if required to clarify details.

6. Use forms to record telephone conversations.

7. Write down the number of the caller and call him back.

8. Write down the information and promise the client to call him back.
Bibliography. 1. Phone // Business connections. - 1992. - No. 4.2. Mozhzhevelnikov B. The phone rings in your company // Commercial Bulletin -. 1992. - No. 2.3. material from study guide"Ethics of business communication". 4. http://www.jobman.ru/cgi-bin/doc.cgi?id=1306

In our progressive age, the dominant position is occupied by communicative interaction. Most complex issues and tasks can be resolved through telephone conversations. Thanks to communication through this means of communication, people are able to conclude the most advantageous agreement or, in the "wrong scenario", completely lose an important client. That is why every literate man must master the basics of telephone etiquette. What is business communication by phone and how to conduct it correctly is the topic of our today's article.

Any of us should learn how to negotiate correctly, since the person conducting the conversation does not have the opportunity to see the opponent and his actions. bow potential client in his direction in such a way that he does not have a desire to hang up in the first minutes of the conversation - this will require a lot of effort. The reputation of a person and the organization he represents depends on the ability to conduct telephone conversations.

Preparing for an upcoming conversation

Before a serious phone call, you should carefully prepare for it as follows:

Prepare yourself morally.
Formulate, and it is better to write down the goal, plan and main issues of the upcoming conversation on paper, which will always lie in front of you during the negotiations.
Be sure to prepare all the materials that may be useful during telephone conversations.
It is necessary to move away from negativity and personal problems even before the conversation begins, since the voice can give out an aggressive attitude, which the client often takes personally.
The time for negotiations must be chosen so that it is convenient for both you and the interlocutor. If you are planning to call a business partner, try to arrange a convenient time with him in advance.

Phone business basics

When making a call, first of all, you should stop and tell the purpose for which you are calling. In this case, it is necessary to choose a friendly tone. A telephone conversation should take place without long pauses, it should be energetic and concise.

You can not exert psychological pressure in the process of negotiating, since in this case you are unlikely to be able to win the favor of a potential client in this way. Try not to ask the wrong questions. In the event that a telephone call is international or long-distance, it is necessary to ensure that it lasts no more than six minutes. All business proposals and claims must be supported by arguments. Questions should be answered truthfully and briefly. It is better to outline the conversation plan in advance on paper.

At the end of the conversation, be sure to say again all the agreements that you came to during the conversation. Since you initiated the call, the end of the conversation should also come from you, except for situations where the interlocutor is more senior.

When at the end of negotiations you promise to call back, try not to delay it and make a second call within 24 hours. Be sure to keep in mind that you cannot dial partners to your home number.

In a situation where, having called, you do not find your partner at the workplace, specify a convenient time to call him back and do not ask where he is now. From the point of view of business ethics, this is incorrect.

Observe the following rules of business etiquette:

Try to pick up the phone after the third ring at most.
When answering from the workplace, you need to greet the person, say the name of the company, and then introduce yourself.
If the caller does not introduce himself, politely ask him to give his name. For example, the following phrases would be appropriate here: “I would like to know who I am talking to”, “Could you introduce yourself?” or “Excuse me, how should I address you?”.
Answering the interlocutor's questions should be as quick as possible to find phone numbers that may be useful during negotiations.
If you are called to lunch break, ask someone else to answer so you don't answer with your mouth full.
The caller will have to end the conversation, if the initiative comes from you, the act will look unethical.

What mistakes are made during a telephone conversation

Numerous studies that have been conducted among business people have indicated that about 56% of calls are made without greeting phrases. Explaining the reason for not saying greetings, the businessmen said that it goes without saying, and that it’s not convenient for them to say hello many times during the day. It is important to remember here that in verbal communication there is nothing that goes without saying, and therefore every phrase must be voiced.

In no case should you interrupt the interlocutor in the middle of the conversation - give him the opportunity to express his thought to the end. It is necessary to pronounce words clearly, as well as to monitor the tone of speech and its volume. There should be a pause between questions to give the interlocutor the right to answer.

Negative emotions should not be given free rein, as this may offend a business partner.

Do not pick up the phone for a very long time.
At the beginning of the conversation, you can not pronounce the words: “speak”, “yes”, “hello”. Unless it's your old friend.
Have multiple conversations at the same time.
Leave your phone unattended even for a few minutes.
Use paper scraps for notes that are easy to lose later.
Hand over the phone to colleagues many times.

If you speak with an accent, try to pronounce phrases as clearly as possible. In no case do not clamp the handset with your hand to comment on the conversation with colleagues, since the interlocutor can hear everything. Thus, you will find yourself in an awkward situation.

In the case when the interlocutor voices a complaint to you, you cannot tell him that this mistake is not yours, or this issue is not within your competence. Such a response can negatively affect the reputation of the organization and will not help in solving problems. If there is your fault, be sure to apologize and try to solve the problem as quickly as possible.

There are some phrases to avoid:

"I dont know".
"We can't solve it."
"You must".
"I'll be back in a second."

It is better to replace these answers with neutral ones, which will be more loyal and will not spoil the reputation of the company. When you are not able to give an exact answer, it is better to say that you will try to clarify the information and call back. Use these phrases:

"I'll check the information and get back to you right away."
"We will try to resolve the issue."

By following the culture of business communication on the phone, you will be able to establish yourself with better side and confirm the positive image of the company you work for.