Transcript Communicator

Seni Kerajinan dan Pariwisata
Communicating trought the phone
Seni Kerajinan dan Pariwisata
LEARNING MATERIALS
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2)
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8)
The Basics of telecommunication
Answering the incoming call precisely, Courteously,
clearly and politely, based on the company’s standard
The way to declare the information shortly, conscious
and clearly
Task and responsible as the phone officer
Telephone System Operations
Procedures to received the message
The technique to deliver the messages
Kind of conversations/ incoming treat call or
suspicious
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Purpose of student activities
After learning the learning activity 1 “Response for incoming call” you are
expected:
• Understand The Basic of Telecommunication
• Answer the incoming call precisely, Courteously, clearly and politely
based on the company’s standard
• Offering a help to the caller friendly and the purpose of the call is
precise
• Repeating the description of the call in details to strengthen the
understanding
• Answering the questions/information of the caller precisely and
transferring it to the right person
• Writing the requests of the caller accurately and delivering it to the
department/person precisely to be processed
• If there are any chance, taking the opportunity to explain about
company’s products and services of the company
• Delivering the message to the right person in limited time
• Writing kind of conversations incoming trent call or suspicious
accurately to sent to the right person based on the company’s
procedures
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COMMUNICATION
Communication is a process to send and
receive the message/information between
two persons or more, effectively, so the
information will be able to be understood.
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5 Elements of Communication
1) Communicator
Is also called Source or Sender, which is a person who send a message.
2) Communicant
Is also called Audience or Receiver, which is a person who
receive the message that interpreted in symbols or
message that is delivered by communicator
3) Message is something, both a case or feeling which is delivered by
communicator to the communicant
4) Media
Is also called channel or line, which is a tool that used to send a message
between communicator to communicant
5) Respond
is also called feedback. The Respond is given by communicant to
communicator
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The Barriers of
Communication
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2)
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Human errors
Language
Structure
Distance
Background
Tools
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Kinds of Communication
• Direct Communication
is a kind of communication that
communicator and communicant meet
each other, face to face.
• Indirect Communication
is a kind of communication that between
communicator and communicant using
media of communication cause they are
separate with a distance and time.
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TELECOMMUNICATION
The communication that can be done
from a distance is called
Telecommunication. The word
Telecommunication comes from “Tele”
and “Communication”. Tele means Far
and Communication means process to
send and receive the message. So,
Telecommunication means process of
communicating from a distance by using
some tools of communication, such as
Radio, Television, Telephone, etc.
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The history of telephone
invention
• The telephone as one of the
communication media was invented by
Alexander Graham Bell in 1876, the
scientist from Scotland. The word
"Telephone" is deliver from Greek, it
means "Tele" is far and "Phone" is voice.
The terminology of Telephone means as a
tool to send and receive the
message/voice from a distance, which is
using the electrical wave.
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The profession who need
telephone
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Telephone operator
Receptionist
Secretary
Hotel staff
Tour and travel agency, etc.
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2 Barriers in handling a call
• Factor of Tools : Noisy, unclear voice,
decrease voice, when push the button,
you can’t hear the tone, the tone call is
unheard, in the middle of call
disconnected.
• Factor or communication : Monotone
conversation and unclear, eating when
making a call, leaving a call while talking
to another, talking to fast, making dirty
talk or joke, the position of handset is too
lower or upper.
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Prerequisite to communicate
well through telephone
• 1) Having self confidence
• 2) Having enthusiasm
• 3) Having self discipline in giving the appropriate
reasons
• 4) Having excellence behavior
• 5) Able to service all guests through phone
• 6) Understand and can do local, inter local, and
international communication
• 7) Knowing precisely who can give the information
based on the caller ask.
• 8) Can control every conversation by having good
attitude on speaking precisely and correct.
• 9) Can use magic work
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Base etiquettes on phone
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Don’t let the phone ringing too long, max. 3 times
Put the telephone close with your lips at least two fingers from lips
Speak politely and avoid ‘halo’ or ‘what’
Talk clearly, control your pitch and volume of your voice. And smile
while you’re calling.
When you make a call, you must mention the name and department
of the person you want to reach
Don’t regard the call as a disturb
Write down the points of message will be delivered, don’t forget to
ask for the phone number
End the conversation correctly, end with thank you and salutation
Put of the phone correctly
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Things that should be avoided
when making a call
• Use informal language
• Don’t speak up with the another while handle a
call
• Don’t eat (candy or snack) when you are calling
• Try to straight to the point
• Don’t speak up with a rude intonation or yelling
• Don’t speak up as if order
• Don’t let the caller wait too long without
explanation
• The caller is connected over and over or
connected to wrong address
• The intonation is unfriendly
Seni Kerajinan dan Pariwisata
Base etiquettes on phone
1)
2)
3)
4)
5)
6)
7)
8)
9)
Don’t let the phone ringing too long, max. 3 times
Put the telephone close with your lips at least two fingers from
lips
Speak politely and avoid ‘halo’ or ‘what’
Talk clearly, control your pitch and volume of your voice. And
smile while you’re calling.
When you make a call, you must mention the name and
department of the person you want to reach
Don’t regard the call as a disturb
Write down the points of message will be delivered, don’t forget
to ask for the phone number
End the conversation correctly, end with thank you and
salutation
Put of the phone correctly
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Things that should be prepared as
the office telephone operator
1)
2)
3)
4)
5)
6)
Stationery
Message form
Phone book
Calendar
Watch
The information about the office or the chairman of
the board of your company
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Answering Incoming call
Procedures
1)Answer the telephone immediately
2) Identify yourself
3) Introduce yourself by saying the company’s name
where you’re
worked and say ready to help “Good
morning, Nikko Hotel, Tina speaking, may i help you?”
4) Personal service, up to the caller purpose
5) Give the service correctly to make your caller as a king.
Speak with good pitch. Try to give friendship
atmosphere by saying the name’s of the caller if you’ve
already knew. Therefore without not to forget bay
mention Ms, Mrs. Mr., etc.
6) Listen carefully
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To be continue……
7) Be full attention. Listen the guest conversation full
attention, don’t cut the conversation. Beside that
master all the information correctly.
8) Take a note or telephone message form
9) Write down the messages that has delivered by the
caller.
10) give magic word. Use appropriate words to touch
your guest heart. Other example of magic words are:
please, i am sorry, i beg you pardon, thank you
11) Promote the product. Take a chance to promote the
company product or service of company
12)When there is a trent calling and suspiciously
immediately report it to the right person.
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The way of handling bomb
Trent
1) Keep calm down and don’t hang up the telephone
2) Ask the question to the caller
3) Write down the trent messages..
4) Write down in details the information of the
conversation from the caller (voice, language, pitch,
background, the sound hearing and length of the
conversation)
5) Report it to your boss or the management.
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Seni Kerajinan dan Pariwisata