[Music]
hi my name is niharika and welcome to a
new lesson
how many times have you spoken to
someone over the phone and thought that
oh my god this person is so
unprofessional or so uninterested
well i'm sure many at times isn't it now
make sure that others are not talking
the same about you
right
you think that phone skills are not
important you think it's pretty easy to
talk over the phone
well let me tell you that effective
phone skills are extremely important
because it maintains a level of
confidence with the other person that
you're talking to
well of course you are invisible to that
person isn't it so like a simple nod or
a simple grin would not help right so it
is essential to have these effective
communication skills so that you speak
right and people enjoy talking to you so
i'm gonna help you with couple of ways
that would help you to talk right over
the phone
so the first trick that i have for you
is
mention your name when you answer the
call
now it can be really disorienting for
the caller if he doesn't know whom he's
talking to
so it is important for you to mention
your name
and also make sure you have a nice happy
friendly tone when you answer the call
now this doesn't mean that you overdo it
don't sound really excited oh hello how
are you okay that would be too much just
have a nice friendly tone so that the
person feels positive about talking to
you and this would get the conversation
start off well
the second trick that i have for you is
speak clearly now it is important for
you to pronounce your words well
of course please do avoid mumbling or
talking too fast or gushing okay this
would not help the caller to understand
what you are saying so it is important
for you to pronounce your works
correctly
also there is a possibility that the
caller maybe must be hard on hearing or
or maybe doesn't understand the language
really well
so make sure you talk a little slowly
okay and also raise your voice so that
you are a little more audible to the
collar now raising your voice doesn't
mean that you start screaming okay just
raise it a little so that you're audible
enough right
the third one that i have for you is use
your words right now it doesn't make
sense if you are talking to your boss or
if you were talking to your grandmother
and you use the teen language or you use
slangs like you would go hey what's up
so are you having fun a hardcore fun
doesn't make any sense isn't it your
boss or your grandmom would think you
are completely
so
make sure you use the right language the
right words if you are talking to
someone professionally please use the
respectful and the professional words
right you cannot end up using these
slangs so use your words right that fits
the listener
the fourth one that i have for you is
listen actively now what's the point of
having a conversation if you are not
listening to the person right
well if you are not listening to the
person and you're not trying to
understand what he's saying what are you
gonna answer him so it is important for
you to listen carefully understand so
that you can answer appropriately
also make sure that you acknowledge
let not the caller feel that he's
talking to a wall always acknowledge
whenever you're listening to the person
right to the caller okay and also please
do not interrupt interrupting people can
be really really rude at times so avoid
interrupting too
the first one that i have for you is
use descriptive language now of course
if you have to explain something to the
caller you need to brush up on your
communication skills isn't it so please
do that so that it helps the caller to
understand what you are talking
for example if you have to describe
something use make use of examples
because you are invisible to him right
so hand gestures would not work
so try giving examples examples of some
shapes some colors etc
imagine
this is the best way imagine that you
are on a radio and you are the one
talking and people are listening to you
that would kind of encourage you to
sound a little more interesting isn't it
like the way we listen to the radio we
can't see the person who's talking but
we really enjoy what they talk because
the way they describe the way they talk
it's super fun isn't it so that's what
you need to follow too
try to be a little more descriptive so
that the caller understands and enjoys
talking to you
and the last one that i have for you is
always keep pen and paper handy now
there are times that you might just
forget you would get tongue-tied and you
don't know what to talk to the person so
it's always best to keep a prom sheet in
front of you
or you might also forget what the caller
talked to you about so it's important
for you to just note down things that
would help you to remember right so if
you follow all of these ways trust me
people would love talking to you and you
would never have a hard time
communicating with people over the phone
right now that brings me to the end of
this lesson hope this lesson is useful
for you to speak effectively and
professionally over the phone and now
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