The business area involves active communication between people: employees, colleagues, partners, customers and potential customers. If there is no opportunity or need to discuss important issues in person, they usually resort to the help of scientific and technological progress products: e-mail, social networks, corporate chat, phone.
Today, we will dwell in more detail on business communication by telephone.
The importance of the phone in the life of a modern person
With the advent of the telephone in people's lives, communication has acquired a whole new level. If earlier, in order to talk, you had to meet, then the telephone set allowed you to solve any important issues or just chat, being at a certain or even quite huge distance. Of course, for the first users this was a curiosity, and many residents of the Middle Ages would probably have burned at the stake someone who would have suggested that this was possible.
But time does not stand still - telephones began to change, and telephone communications improved. Now we have at our disposal smartphones and even smart watches, with which you can also contact someone.
Unfortunately, technological progress does not guarantee that progress occurs in human relationships. The fact that a person is talking with someone using a very expensive smartphone of the latest model does not mean that he automatically becomes a pleasant conversationalist. Everything is decided by the culture of speech and the vocabulary used during the conversation. Especially when it comes to business communication.
What does business communication mean?
To begin with, it will indicate what the business sphere as a whole is. First of all, it is the sphere of business, entrepreneurship.
In addition, the definition of a business sphere includes any activity related to the provision of services, the sale of goods, the conclusion of an agreement (oral or written - it does not matter) regarding any issue.
Business communication, telephone conversation and correspondence by mail now has a special connection, since it is easier for people to call or write to ask their question than to spend time on the road to talk with consultants in person.
The current business phone situation
With the development of the Internet, the emergence of many applications and instant messengers for communication, the telephone era has gradually come to naught in the business sphere. Now they prefer communication via e-mail, corporate chat (for example, in the Bitrix system - one of the most popular for business at the moment), social networks.
The phone is still used most often in the organization’s contacts so that customers can call. Between themselves, employees can solve work issues in the way that suits them.
Company management can set its own rules regarding communication. Surely you often come across phrases like “communication takes place through the Bitrix system” in vacancy announcements, “we delegate tasks using Google Docs,” “if you successfully pass the interview, we add you to the general chat” and so on. Perhaps these rules were established for months or years on the principle of “it happened” - the first employees were just comfortable talking so, later it became a tradition.
In other words, no one refuses telephone communication - it is still relevant today, despite the emergence of other means of communication. Therefore, it is important to know the principles of business etiquette by telephone.
Differences of telephone communication from live
In a personal meeting, we see the gestures and facial expressions of the interlocutor: this helps to make an opinion about him and the impression of a conversation better, easier and faster. Communicating at a meeting is especially facilitated if people agree on something (about the delivery of goods, the provision of services, the hiring or dismissal, and so on).
In addition, if there is a need to explain or confirm something, in a face-to-face conversation we can use gestures, which is pointless when talking on the phone. No, you can, of course, but the interlocutor will not see. Although, there is an undeniable plus in this: you can “make faces” with impunity as much as you like, the main thing is to stop in time so that this does not become a habit.
Classification of formal communication
Types of business communication by phone:
- Conversation with customers.
- Negotiations with partners.
- Conversation with subordinates.
- Conversation by staff.
- Conversation with potential customers.
- Response to complaints, problem solving.
Features of business etiquette by telephone
It turns out that if you speak with a smile on the phone, a positive attitude is transmitted and felt by the interlocutor. In any case, the etiquette of business communication over the phone implies mutual respect. Even if for some reason one of the parties does not behave very correctly, a well-mannered person will not allow himself to go down to the level of rudeness and banal rudeness.
In many companies, there is a technology of business communication over the phone: the so-called "scripts", examples of how to talk with customers in various situations. Such "scripts" are usually not available if you intend to talk with partners or suppliers.
Differences between a business phone conversation and an informal one
Informal communication implies a completely free form of expression of thoughts. Yes, there are rules (for example, do not call at a later time and do not disturb the person with numerous calls when it is clear that he is busy), educated people follow them.
Features of business communication over the phone have more stringent rules. However, practice shows that following them significantly affects the work process.
rules
Ethics of business communication over the phone implies following the general rules.
- Do not be rude. This is not permissible in the business sphere in general: neither in conversation at a personal meeting, nor in correspondence. Even if you are talking to a person who behaves inappropriately, your task is to remain as collected and polite as possible.
- Watch out for diction and speech speed. You form an impression of yourself and the organization you represent. If you are an individual entrepreneur, your task remains the same - to leave a positive impression of yourself. When talking on the phone, you have only two ways to impress a person: the conversation and the information you provide. If your speech is too fast or slow, diction is incomprehensible, there are a lot of parasitic words, then the person on the other end of the line may not even be interested in what you are talking about, because you will not understand it corny.
- Speak briefly and concisely. If necessary, invite the client to send detailed written information to his email.
- Maintain an official conversation style. The business style of telephone communication does not allow the use of vernacular expressions or obscene remarks.
- Speak an understandable language for your interlocutor. Business style of conversation does not require the widespread use of clericalism and specific vocabulary. The use of such expressions, knowing that the interlocutor is incompetent in the terminology of your activity, is equivalent to outright disrespect. Exception: if you hire an employee who is required to understand the features of professional terms.
- Be sure to introduce yourself. Name the company and optionally your name and position. This will save time both yours and the one who is calling, since you don’t need to find out “whether he got there” and how to contact you. In addition, from the first seconds it forms respect for you and the company. Practice shows that after a polite greeting, callers also become more polite and are disposed to cultural communication.
- Do not rush to answer the call in the first second. One or two seconds will not make a problem, and during this time you can put aside the business that you were doing to calmly answer the call.
- Do not wait very long before you pick up the phone. If time passes corresponding to four or more telephone beeps, then this is unethical. The optimal response time is around the third ring.
- If you call on business matters, avoid phrases like: "Mary is bothering you." From the first seconds, this forms a subconscious (and sometimes conscious) impression of you as an annoying, unsure person. Better just introduce yourself: "Hello, my name is Maria, I'm calling on a question ...".
- Having called, specify whether your interlocutor has time for conversation.
- If you need to clarify something with a colleague on the matter of your interlocutor, go away somewhere, then it is advisable to use the "Hold" function. Thus, the person will know that he is on the line, and he will not have to listen to your conversation with a colleague or the sounds of a printing printer.
Examples of Proper Telephone Conversations
Business telephone communication: examples of how to properly and incorrectly build a conversation.
Call to the publisher.
Manager:
- Hello, Publishing We Publishing House, manager Olga. How can I help you?
Customer:
- Good afternoon, I would like to know about your services.
Manager:
- Please specify what services are you interested in? We offer publication and promotion of books, proofreading and editing of manuscripts, typesetting, development of cover design, printing of circulation and advertising products.
Customer:
- I would like to print books and leaflets.
Manager:
- We print a circulation of books from 10 pieces and a set of leaflets from 100 pieces. If the book was designed by our specialists, then a discount on printing is provided.
***
Call to the law office.
Secretary:
- Good afternoon, the company "Lawyers are here."
Customer:
- Your employee made a bad contract for me! There are not spelled out all the items that I need! I will complain if you do not return the money to me!
Secretary:
“I understand your disappointment.” Please, let's calm down and try to figure it out. Could you drive to the office with a copy of the contract?
***
Secretary:
- Good afternoon, the company Aurora, my name is Igor.
The supplier:
- Hello, I need Victor Sergeyevich, your boss.
Secretary:
- Tell me, please, with whom am I talking? How to introduce you?
The supplier:
- I’m Max, I deliver coolers to your office.
Secretary:
- Got it. Unfortunately, Viktor Sergeyevich is not at the office now, he will be in about two hours. Please call back at about 5 p.m.
The supplier:
- Well thank you.
Examples of improper business phone calls
Call to the publisher.
Manager:
- Yes?
Customer:
- Hello, I would like to print books and leaflets.
Manager:
- Do we print?
Customer:
- Maybe. Tell us about your conditions and prices?
Manager:
- Everything is written on the site.
Customer:
- There are no prices and it is not indicated what the minimum quantity is.
Manager:
- Yes? Well then, come to our office.
Client: Why?
Manager:
- Well, print flyers! Type and find out how much it costs.
What do you think the client will have from such a conversation?
***
Call to the law office.
Secretary:
- Hello.
Customer:
- I will complain, you made me a bad contract!
Secretary:
- Did I draw up a contract for you?
Customer:
- Where is your boss?
Secretary:
- Busy! (hangs up)
***
Secretary:
- Yes?
The supplier:
- Hello, I need Victor Sergeyevich, your boss.
Secretary:
“He is not there.”
The supplier:
- And when will it be?
Secretary:
- Two hours.
The supplier:
- So 14:00 was already an hour ago.
Secretary:
- It will be in two hours!
Differences of a telephone business conversation from talking on Skype, Viber and using messengers
By telephone, communication takes place only with the help of voice.
Some applications allow you to make video calls when the interlocutors can see each other with an active and connected camera.
Messengers suggest only correspondence.
Conclusion
The culture of business communication over the phone is not as difficult to understand as it seems at first glance. It is enough to understand that you are the face of the company, and the impression that will remain with the interlocutor depends on you.