Business communication by phone: general rules and examples

2024 Author: Howard Calhoun | [email protected]. Last modified: 2023-12-17 10:16

The business sphere involves active communication between people: employees, colleagues, partners, customers and potential customers. If it is not possible or necessary to discuss important issues in person, they usually resort to using the products of scientific and technological progress: e-mail, social networks, corporate chats, telephone.

Today we will dwell in more detail on business communication by phone.

The importance of the phone in the life of a modern person

With the advent of the telephone in people's lives, communication has taken on a whole new level. If earlier, in order to talk, it was necessary to meet, then the telephone set made it possible to resolve any important issues or just chat, being at a certain or even quite a huge distance. Of course, this was a curiosity for the first users, and many inhabitants of the Middle Ages would probably have burnedthe fire of someone who would suggest that such a thing is possible.

But time does not stand still - telephones began to change, and telephone communications improved. Now we have smartphones and even smart watches at our disposal, with which you can also contact anyone.

Unfortunately, technological progress does not guarantee that progress occurs in human relationships. Just because a person is talking to someone using a very expensive latest smartphone does not mean that they automatically become 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 area as a whole is. First of all, it is the sphere of business, entrepreneurship.

In addition, any activity related to the provision of services, the sale of goods, the conclusion of an agreement (oral or written - it does not matter) on any issue falls under the definition of the business sphere.

Business communication, talking on the phone and mailing has a special connection now, because it is easier for people to call or write to ask their question than to spend time on the road to talk to consultants in person.

Current Business Phone Situation

With the development of the Internet, the emergence of many applications and instant messengers for communication, the telephone era began to gradually fade away in business. Communication is preferred now.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 the most common contact in the organization so that customers can call. Between themselves, employees can resolve work issues in a way that suits them.

Company management can set their own rules regarding communication. Surely you have often seen phrases like “communication takes place through the Bitrix system”, “tasks are delegated using Google Docs”, “if the interview is successful, we will add you to the general chat” and so on. Perhaps these rules were established for months or years on the principle of "it just happened" - the first employees just found it convenient to communicate in this way, 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. That is why it is important to know the principles of business communication etiquette over the phone.

Differences between telephone and live communication

In a personal meeting, we see the gestures and facial expressions of the interlocutor: this helps to better, easier and faster form an opinion about him and the impression of the conversation. Communication at a meeting especially facilitates the task if people agree on something (on the supply of goods, on the provision of services, on hiring or firing, and so on).

Besides this, if there is a need for anythingexplain or confirm, in a face-to-face conversation we can use gestures, which is meaningless when talking on the phone. No, you can, of course, but the interlocutor will not see. Although, this has an indisputable plus: you can make faces at your boss with impunity as much as you like, the main thing is to stop in time so that it does not become a habit.

Classification of formal communication

Types of business communication by phone:

• Talking to customers.
• Negotiations with partners.
• Conversation with subordinates.
• Conversation with employees.
• Talking to potential clients.
• Answering complaints, solving problems.

Features of business communication etiquette by phone

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, business phone etiquette requires mutual respect. Even if one of the parties for some reason does not behave very correctly, a well-mannered person will not allow himself to sink to the level of rudeness and banal rudeness.

In many companies there is a technology of business communication by phone: the so-called "scripts", examples of how to talk to customers in various situations. There are usually no such "scripts" if a conversation with partners or suppliers is expected.

Differences between a business phone conversation and an informal one

Informal communication implies an absolutely free form of expression of thoughts. Yes,there are rules (for example, not to call late and not to disturb a person with numerous calls when it is clear that he is busy), well-mannered people follow them.

Features of business communication by phone have more stringent rules. However, practice shows that following them significantly affects the workflow.

Rules

Telephone business ethics implies following general rules.

• Don't be rude. This is not acceptable in the business sphere in general: neither in a conversation in a personal meeting, nor in correspondence. Even if you are talking to a person who is behaving inappropriately, your job is to remain as composed and polite as possible.
• Watch your diction and speed of speech. 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 about 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 exactly you are talking about, as they will not understand you corny.
• Speak briefly and concisely. If necessary, invite the client to send detailed written information to his e-mail.
• Keep the conversation formal. The business style of communication on the phone does not allow the use of colloquial expressions, obscene statements.
• Speak in a language that your interlocutor understands. The 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 equated with outright disrespect. Exception: if you are hiring an employee who is required to understand the specifics of professional terms.
• Be sure to introduce yourself. Name the company and optionally your name and position. This will help save time for both yourself and the person who is calling, because you do not need to find out if "he got there" and how to contact you. In addition, it forms respect for you and the company from the first seconds. Practice shows that after a polite greeting, the callers also become more polite and dispose to cultural communication.
• Don't rush to answer the phone in the first second. One or two seconds will not make the problem, and during this time you can put aside the things you were doing in order to calmly answer the call.
• Don't wait too long before you pick up the phone. If the time corresponding to four or more phone rings passes, then this is unethical. The optimal time to answer is around the third ring.
• If you're calling for business purposes, avoid phrases like "Mary is bothering you." From the first seconds, this forms a subconscious (and sometimes conscious) impression of you as an annoying, insecure person. It's better to just introduce yourself: "Hello, my name is Maria, I'm callingquestion…".
• When calling, check if your interlocutor has time to talk.
• If you need to clarify something with a colleague on the issue of your interlocutor, somewhere to leave, then it is advisable to use the "Hold" function. This way the person will know they are on the line and won't have to listen to your conversation with a colleague or the sound of a printer.

Examples of proper telephone conversations

Business communication on the phone: examples of how to properly and incorrectly build a conversation.

Call the publisher.

Manager:

- Hello, publishing house "We will publish you", manager Olga. How can I help you?

Customer:

- Good afternoon, I would like to inquire about your services.

Manager:

- Please specify which services you are interested in? We offer book publishing and promotion, proofreading and editing of manuscripts, layout, cover design, circulation and promotional printing.

Customer:

- I would like to print books and flyers.

Manager:

- We print copies of books from 10 pieces and a set of leaflets from 100 pieces. If the book was made up by our specialists, then a discount on printing is provided.

Call the law office.

Secretary:

- Good afternoon Lawyers Here Company.

Customer:

- Your employee made a bad contract for me! It doesn't have all the items I need! II will complain if you do not return my money!

Secretary:

- I understand your frustration. 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, Aurora company, my name is Igor.

Supplier:

- Hello, I need Viktor Sergeevich, your boss.

Secretary:

- Please tell me who I'm talking to? How to introduce you?

Supplier:

- I'm Max, supplying coolers to your office.

Secretary:

- Got you. Unfortunately, Viktor Sergeyevich is not in the office right now, he will be back in about two hours. Please call back around 17:00.

Supplier:

- Ok, thanks.

Examples of incorrect business telephone conversations

Call the publisher.

Manager:

- Yes?

Customer:

- Hello, I would like to print books and flyers.

Manager:

- Do we print?

Customer:

- Maybe. Can you tell us about your conditions and prices?

Manager:

- Everything is written on the website.

Customer:

- There are no prices and no minimum quantity.

Manager:

- Yes? Well then, come to our office.

Client: Why?

Manager:

- Well, flyers print! Print it and find out how much it costs.

What impression do you think the client will have from thisconversation?

Call 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?

Supplier:

- Hello, I need Viktor Sergeevich, your boss.

Secretary:

- He's gone.

Supplier:

- When will it be?

Secretary:

- Two hours.

Supplier:

- So 14:00 was already an hour ago.

Secretary:

- Coming in two hours!

Differences between a telephone business conversation and a conversation on Skype, Viber and messengers

On the phone, communication occurs 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 involve 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 the interlocutor will have depends on you.