Formal Rules And Etiquettes In Tele – conversation – Part 2

2. HANDLING AND CLOSING CONVERSATION

Conversation with employers can be easily handled as long as you manage to maintain your professional composure and knowing the content you intend to convey. Flattery should be avoided if possible when confronting your superiors, because it might give the impression that you are not focusing on the job. Let your words be professional and respectful at all times. For example, do not call your employer by their first name unless that is the culture in the work environment or it the employer insists ( or have given permission) on being addressed by name. when in doubt, use a simple “Sir/Madam” or use their title (e.g. Datuk/Your Excellency) if they have one.

Be calm at all times, yet inject just the right amount of friendliness to express you are an open person who is ready to communicate. For example, a good and appropriate joke can help break the ice between colleagues, though perhaps not when communicating with the employer. Having a calm tone of voice and confident in communicating your work progress clearly are what employers are looking for during telephone conversations.

The approach is similar with regards to closing the conversation. Once the issue of the conversation is settled, ask a simple question, “Is there anything further I can help you with?” in a relaxed and professional manner. “Professional” is the key word. Do not sound as if you in a hurry to end the conversation, yet at are the same time do not sound too complacent as if you have nothing else to do (again, do not prolong the conversation if the employer seems to be in a hurry). Try to sound polite and helpful, eager and ready to assist/facilitate your employer further before ending the conversation.

Once the conversation ended and both sides have said goodbye, allow your employer to hang up first, avoiding the tendency to put your phone down too hard, which could be misinterpreted as slamming the phone in anger if the employer happens to be still on the line. Since this is a telephone conversation instead of face to face conversation, the potential for misunderstanding is always there, so do not take any chances for error.

3. GENERAL TIPS

General tips on how to make conversations with employers run smoothly are as follow :

• Think through what you are going to say, keep it brief and to the point, avoid tones of uncertainly, such as “ Ummm….” and “Aahhhh….” or other distracting telephone noises.

• Have some basic point written down so that you can move through the telephone conversation in a logical and efficient manner. This is especially useful in case your employer asks you to summarise or repeat his/her instruction at the end of the conversation to confirm that you have noted the correct details

• Minimise distractions during the phone call – if the call is on your mobile phone and the location is noisy, move towards a quieter area where the reception is better and clearer. If you are using a regular telephone, try to minimise the noise as much as possible (close the window, ask colleagues to lower their voice, etc.). Distracting noises will only increase the chances for miscommunication and could potentially turn the conversation into blurry words and unnecessary repetitions.

• Try to smile when speaking because it helps to bring out your positive personality: bright, confident, positive and relaxed.

• Keep conversation clear – avoid speaking too quickly. Articulate/pronounce words clearly and if you are using a mobile phone, make sure the signal is clear. The only thing worse than shouting at your boss is having the boss shout back to you.

(to be continued)