Read the following passage and answer the questions given below:
1. Is talking on phone as easy as most of us believe it to be? And specially the days when almost certainly, our first job interview is likely to be on the phone? And what if we get employed in fields like tele-marketing or in customer support sections as tele-executive.
2. Face-to-face communication consists of three elements: words, tone of voice and body language. On the phone there is no way of reading the body language of a person. So what you say and the tone of your voice becomes much more important as does your ability to listen and respond. A good idea is to smile while talking on the phone. This will help in keeping your voice enthusiastic and cheerful!
3. When you make a business call or a call to a stranger (or even a personal call, for that matter) you should always, first of all, identify yourself. Give your name, and if it is a business call, your company's name and your position in the company to the person you are talking to. Speak slowly and clearly and say straightway why you are calling. It is best to state this immediately and clearly, though briefly. This way you can save a lot of time by not talking to the wrong person or at the wrong time.
4. The most important thing about making a phone call is to make it, if you have to, even if it is about something unpleasant. Do not make a call very early or too late in the day. Even before you greet the caller you should be clear in your mind about what you want to talk about and how much you wish to say. In fact, it is a good idea to mentally rehearse your talk. It is still more helpful to keep important papers handy to which you can refer as you talk, so that facts and figures are correct, and you don't have to hunt for them while the caller waits. It is also important to keep a clear and direct approach with a minimum of social chit-chat. Social chat is alright occasionally, when you are relaxed and on very friendly terms with the caller but it tends to waste time, both yours and the other person's, who might be busy when your call comes through. Do not talk to anyone else while you are talking on the phone. If for some reason you have to, and then put the other person on hold. Give concise, to-the-point answers if the listener has any queries and say you don't know, if you are asked about something you don't have any knowledge of. Do not pretend that you have all the answers if you don't. Say that you will ring the person back as soon as you have the correct information and do call
3
back as you promised.
5. If it is an important call, make notes before you call so that you don't miss anything. Also, take notes during the call so that you can accurately recollect the information later. Jot down the name of the person who has called and address him by name. This helps in building rapport and leaves a better impression. In business calls it is also a good idea to send a fax or a letter confirming the decisions taken or agreements arrived at, over the phone. Names and numbers should always be repeated and spelt out, if necessary, to avoid mistakes.
6. An important fact about listening is that on an average a person listens in bits of 30 to 45 seconds at a time. Keep this in mind both when you make a call or receive one. Pause while speaking and your speech will be clear and will elicit a better response. Avoid using words such as like 'all that 'you know, etc., as well as nervous laughs. Eating and talking at the same time should also be avoided. Not only is it very rude, it also makes it very difficult for the other person to understand clearly what is being said. Remember also to reduce the volume of your TV or stereo when talking on the phone.
7. Remember to greet your listener properly at the beginning of a call and bid them farewell before ending the call. Tell the other person that the call was important to you and that it was a pleasure talking to him/her. And keep the phone gently on the hook. It is bad manners to bang the phone down at the end of a call. If you keep these things in mind, making and receiving phone calls should be a pleasure, not a chore.
(a) Answer the questions given below:
2 each 10 Marks
(i) How is face-to-face communication different from talking on the phone?
(ii) What important facts about listening should we keep in mind while talking on the phone? How do we deal with this fact?
(iii) How should we prepare for an important call? Discuss
(iv) List two things we must not do when talking on the phone.
(v) What are some of the ways in which you can create a good impression about yourself on phone?
(b) Give antonyms of the following words from the text. You may use prefixes as well:
(i) Easy
() ability (ii) clearly
(iv) minimum (v) rude
(c) Make sentences of the following words from the text:
(1)Enthusiastic
(body language
(ii) unpleasant
(iv) concise
(v) rapport
(i) Face-to-face communication differs from talking on the phone in several ways. In face-to-face interaction, we rely on three elements: words, tone of voice, and body language. Body language includes gestures, facial expressions, posture, and eye contact, which help convey meaning and emotions. On the phone, body language is absent, so the speaker must rely entirely on words and tone of voice to communicate effectively. Listening and responding carefully becomes more important because there are no visual cues to help interpret the message. Smiling while speaking on the phone can help make the voice sound cheerful and enthusiastic, compensating partially for ________ ___ ________ ____ ________ ______ ___.
______ _______ __________ _________ ___ ____ ____ ________.
_________ ____ _________ _______ _____.
____ _______ _______ _________ ____ ________.
__________ ______ _______ __________ ____ _____ ______ __________ _______ ____.
_________ ________ __________ ___ _________ ___ ______ ______ __________ _____ __________ _________.
__________ ___ ________ ______ ______ ____ _______ ________ __________.
_________ _______ ____ ________ _______ _________ ____.
___ ______ __________ _________ __________ ____.
______ _______ _________ ___ __________.
_______ __________ ____ _____ _______ ____ ______ ____.
______ ________ ____ ____ _______ ___.
_________ __________ __________ __________ ________ _________.
________ ________ ______ ________ ______ __________ _______ _________.
__________ ______ _______ _______ _______ ______ ___ ____ ______ ____.
_______ ______ _____ _________ ____ _________ __________ ______.
___ _______ _______ _____ ________ _____ _____ ____.
_______ _____ __________ ________ ____ _______ _________ _______ _____ _____ ______.
__________ ____ ___ __________ ______ ________ __________ ___ ______ ____ ________ ________.
_____ ____ _____ _______ ____ ______ ____ _____ ____ ________ _________ _______.
______ ________ _____ _________ _____ __________ ______ ___ _____ _________ ______.
_________ ________ ________ __________ _____ ________ ___ _____.
______ _____ ___ _______ ___ _________ _____ ________ _______ ____ ____ _____.
____ ____ ________ ___ ________ ______.
_________ _______ ________ ______ __________.
___ __________ _________ _______ _________ _______ _______ ______ ________ _____ ___.
_________ _______ ______ __________ ____ ________ __________ ____ ______.
___ __________ __________ _________ ____ ____ __________ _________ ___ ____ ___ ____.
_____ ________ __________ ____ ________ ______ __________.
___ __________ ___ ___ ___ ___ ________.
____ __________ ____ _______ __________ _________ ____.
______ ____ ____ _____ ________ ___ _______ ________ _______ ________.
________ ____ _________ _____ _____ __________ ______ _________.
_______ _______ _________ _________ _______ _______ ________ ________ ________ _____ ____.
______ __________ _______ _______ ___ _________ _____ ______.
_________ ____ ___ __________ ____ _____ ________ _________ _______.
___ _________ _________ ___ _______.
________ ____ __________ ___ ________ ________ ________ _________ _____ ______.
___ ________ ___ _____ ___ __________ ___ ___ __________ ____ _______ _____.
_______ ____ _______ __________ ________ ________ _____ ____ _________ ______.
_____ __________ ________ ________ ______ ______ __________ ___ ____ _________ _____.
_________ __________ __________ _________ _____ _____ __________ _________ _________ ___ _____ ______.
__________ _____ _______ ___ ______ __________ _______ _____ _________ __________ ____ ____.
________ ______ _________ _________ ____ ______.
________ _____ _____ ______ ___ __________ ___ ___ ________.
______ __________ __________ ______ ________ ______ _____ ___ ___.
______ _______ _________ ____ _______.
_________ ________ ______ ______ _______ ___ _______ __________ ___.
________ ___ _______ _____ ______ ________ ___.
___ _______ __________ ____ ________.
__________ ____ _________ ____ _____ ___ _______ _____ _______ __________ _______.
______ _________ _____ _______ _______ _______.
____ ___ _____ ______ __________ ______.
__________ ________ _________ __________ _______ _______ ______ _________ __________ _______ ____ ____.
______ ___ ________ ________ _____ ________ ____ ________ ________ ____.
___ ____ ____ ____ _____ __________ __________ __________ _______ ______ _______.
_______ _____ ______ _________ ______ _______ ____ __________ ____ ______ ___ ____.
____ _____ ______ ___ _________ ___ _______.
________ ________ ________ ______ ____ ______.
Get Full Answer on WhatsApp