How to start a business conversation on the phone. Rules for business communication over the phone. Basics of business communication by phone

In the modern world, the telephone has become such a common means of communication that many people do not even think about whether they are using it correctly for business communication. Phone call is a method of communication that allows you to resolve many issues as quickly as possible, without requiring a personal meeting between the interlocutors. Proper use of the telephone allows you to achieve a favorable microclimate both between employees within the company and in negotiations with clients. From this article you will learn how to communicate with a client on the phone what are the rules business negotiations over the phone and how to achieve maximum efficiency from the very first call to the company.

1. Greeting the interlocutor

When you pick up the phone, you need to greet the interlocutor. Many organizations use this greeting scheme:

Depending on the time the call comes in, they say: “Good morning!”, “Good afternoon!”, “Good evening!”;
- next, pronounce the name of the organization;
- and then introduce themselves, saying their name (sometimes also their position).

This type of beginning of a telephone conversation helps the caller get maximum information in just a few seconds. A person hearing such a greeting will feel more comfortable, which will affect the effectiveness of the conversation. It is always a pleasure to deal with competent and educated people. From a psychological point of view, such a greeting scheme allows the interlocutor to get comfortable and feel psychologically safe.

2. While talking, smile

When speaking, do not take a reclining position on a chair, this will immediately affect the timbre of your voice. By doing so, you will only aggravate the situation by showing your disrespect and indifference to the caller. With a smile and interest in your voice, you will not only endear yourself to your interlocutor, but also create a favorable impression of your entire company as a whole.

3. Respect your interlocutor

4. Don't be distracted by extraneous topics

5. Typical phrases.

6. Ask clarifying questions

7. Don't interrupt your interlocutor

8. Don't put the phone on the table while talking

When using the hold function when talking on the phone, it is worth remembering that it should take less than one minute. If you know in advance that you need more time to resolve the issue, for example, go to the next office or make a parallel call, it would be best to offer to reschedule the conversation. Politely explain to the person that you will contact him as soon as you receive the information you need.

9. Don't hang up immediately

10. Don't switch to parallel calls

11. Don't do other things

12. Say goodbye to your interlocutor

Telephone etiquette rules not taken out of thin air. This is the result of numerous psychological studies, practical experience and analysis of many telephone conversations.

70% business communications is carried out over the phone, which means that the success of the entire business depends on compliance with the rules of etiquette for business telephone communication. Of course, interlocutors are different. The best thing to do in any situation is to maintain your own style as a polite person who is armed with the rules of etiquette for any occasion.

Telephone communication, like all other types of communication, has its own techniques and rules. If your phone becomes your “right hand” due to the nature of your work, then it would be nice to turn it into an ally, knowing the rules of talking on the phone. Guided by these rules of telephone communication, you will be able to correctly build a conversation and win over your interlocutor.

1. Be sure to start a business call with a greeting: Good morning, good afternoon, etc. This is not only a sign of politeness, it also gives the other person time to figure out who you are and focus on what you are talking about. possible goal your call.

If they call you, don't forget that the person waiting for you to pick up the phone is distracted - even if it continues for three rings (the answer threshold set by many organizations). As a result, he often cannot concentrate during the first few seconds of a conversation. If you immediately say the name of your organization, the subscriber may not catch it and will be embarrassed to ask again. This leads to a waste of time - his and yours - and this situation is easy to avoid.

After greeting, name your organization and/or phone number so that the subscriber can make sure that he has got to where he needs to go. The error is detected immediately, and this allows you to avoid wasting time. Finally, by identifying yourself, you establish a positive relationship with the other person from the very beginning. At the same time, both your organization and you yourself seem more welcoming and friendly to him. Never ask a stranger, “How are you?” It sounds fake. Never tell your interlocutor: “You don’t know me.” This indicates a lack of self-confidence.

2. Choose your business calls carefully. The worst times are early in the morning or late in the evening.

Be sure to ask: “Do you have a minute for a short conversation or should I call you back at another time?” Offer a time to talk if the person is unable to talk to you at the moment: “Will 10 o’clock suit you?”

3. Using the VIZD method, make sure that you are being listened to. This abbreviation consists of initial letters key elements of a successful call.

IN. Attention. You must force the interlocutor to concentrate and listen to your words so as not to become a victim of his absent-mindedness.

AND. Interest. To keep the other person's attention, your message must take into account the interest factor.

AND. Wish. Your words should awaken desire in the interlocutor.

D. Action. Your message should end with a clearly defined action plan.

4. Be sure to call your interlocutor by name. If you have just met, try to make his name imprinted in your memory. This can be achieved by repeating it to yourself several times, and using it often. Remember that people are most interested in themselves! American researchers analyzed 500 phone calls and found that the pronoun “I” appeared in them more than 4,000 times!

At the end of the conversation, write down the other person's name, as well as other information about him or her that you learned during the conversation, such as the names and ages of his children. Keep these records carefully. They will help you establish an even better rapport on subsequent calls.

5. Smile during a phone conversation. Smiling not only helps convey your enthusiasm to the other person, but also fuels your energy. Smiling helps the brain produce chemicals that increase feelings of self-confidence and optimism.

6. Be sure to make “thank you” calls in cases where you have received any service. They are very useful for future cooperation. The faster your reaction, the more effective such calls are.

7. Try to imagine the way your interlocutor thinks. This is not an easy task, but there are ways to make it easier.

• Don't try to make an objective analysis based on the other person's voice. For the left hemisphere of the brain, which is responsible for logic, there are too many unknown quantities in this situation. Instead, listen to your intuitive right brain. Relax while listening to the other person and allow impressions and sensations to form in your brain. Such natural impressions can be surprisingly accurate.
• A high rate of speech (if the content is quite meaningful) indicates above average intelligence.
• Hesitation, stuttering, and pauses often indicate anxiety or indecisiveness.
• Depending on the content, underlining certain phrases can indicate corresponding subconscious likes and dislikes.
• Based on the style of the interlocutor, try to determine what type of personality you are talking to: a “manager”, “mother”, “mechanic” or “motivator”.

The “manager” should explain how your suggestions will contribute to his success or make it easier to achieve his goals. Convince the mother of the value of your proposals by emphasizing how they will benefit people. When talking to the “mechanic”, use facts and figures, and the message for the “motivator” should be as entertaining as possible.

8. Encourage cooperation by saying, “Do you agree?” This will allow you:

• Evoke a positive reaction from your interlocutor to your message.
• Engage him in conversation any time you need feedback on how your ideas are being received or when you want to make a point key points of your message.
• Gently nudge him toward accepting your point of view by answering your question positively. This answer is most likely because people tend to take the easiest path. Only a very stubborn person can answer such a friendly question in the negative. And the more affirmative answers you hear during the conversation, the higher the chances that your proposals will be accepted.
• Achieve agreement at the final stage of the conversation. If you have already used this phase several times, repeating it will increase the likelihood that the more serious request will also be fulfilled.

In some cases, people like this phrase so much that they even copy the intonation and voice of the person who says it.

9. Never answer the phone while you are eating, drinking or talking to someone else. Never cover the telephone receiver with your hand to address the person standing next to you. This shows your extreme lack of professionalism.

10. Be sure to say goodbye to your interlocutor: the ability to effectively end a telephone conversation is no less important than the ability to convey your thoughts to the listener. A conversation that goes on for too long can cause embarrassment, boredom, or irritation to the other person.

To properly end a conversation, use the Polite-Firm-Complete technique:

Be polite. If you are dealing with a stranger, include their name in your last sentence. If you want your interlocutor to remember certain facts, repeat them immediately after saying goodbye.

Be firm. Don't allow yourself to be drawn into an irrelevant discussion. If it’s difficult for you to do this, just to be on the safe side, have a few plausible excuses on hand, for example: “I’m sorry, my name is on another phone.” Usually - if your tone is friendly - the interlocutor will understand the hint that it is time to say goodbye.

End the conversation. Just be sure to let the other person hang up first. If you do this, the conversation will end on a psychologically not very friendly note.

The business sphere involves active communication between people: employees, colleagues, partners, clients and potential clients. If it is not possible or necessary to discuss important questions personally, usually resort to the help of products of scientific and technological progress: email, social networks, corporate chats, telephone.

Today we’ll take a closer look at business communication over the phone.

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

With the advent of the telephone in people's lives, communication has become completely new level. If previously, in order to talk, you had to meet, then the telephone made it possible to resolve some important issues or just chat while being at a certain or even quite a huge distance. Of course, this was a novelty for the first users, and many inhabitants of the Middle Ages would probably have burned at the stake anyone who would have suggested that this was possible.

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

Unfortunately, technological progress does not guarantee that progress occurs in human relationships. That a person is talking to someone using a very expensive smartphone newest model, does not mean that he automatically becomes a pleasant interlocutor. Everything is decided by the culture of speech and the vocabulary used during a conversation. Especially if we're talking about about communication in business sphere.

What does "business communication" mean?

To begin with, it will outline what the business sphere as a whole is. First of all, this is the sphere of business and entrepreneurship.

In addition, the definition of the 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 conversations and correspondence by mail now have a special connection, since it is easier for people to call or write to ask their questions than to waste time traveling to talk to consultants in person.

The current situation with telephone communication in business

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 the business sphere. Nowadays they prefer to communicate through email, corporate chat (for example, in the Bitrix system - one of the most popular for business at the moment), social networks.

The telephone is still the most commonly used contact for an organization for customers to call. Employees can resolve work issues among themselves in a way that suits them.

Company management can set its own rules regarding communication. Surely you have often come across phrases in job advertisements like “communication takes place through the Bitrix system”, “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 just happened that way” - the first employees were simply comfortable communicating this way, and 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 telephone communication.

Differences between telephone and face-to-face communication

When meeting in person, we see the gestures and facial expressions of the interlocutor: this helps us better, easier and faster form an opinion about him and the impression of the conversation. Communication during a meeting makes the task especially easier if people are agreeing on something (on the supply of goods, on the provision of services, on hiring or firing, and so on).

In addition, if there is a need to explain or confirm something, during a face-to-face conversation we can use gestures, which is pointless when talking on the phone. No, you can, of course, but your interlocutor won’t see it. Although, there is an undeniable advantage to this: you can “make faces” at your boss as much as you like with impunity, 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:

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

Features of etiquette for business communication over the phone

It turns out that if you talk on the phone with a smile, positive attitude transmitted and felt by the interlocutor. In any case, business telephone 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.

Many companies have a technology for business communication over the phone: so-called “scripts”, examples of how to talk with clients in various situations. There are usually no such “scripts” if a conversation with partners or suppliers is expected.

Differences between a business conversation on the phone and an informal one

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

Features of business communication over the phone have more strict rules. However, practice shows that following them significantly affects the work process.

Rules

Ethics for business communication over the phone involves following general rules.

Examples of proper telephone conversations

Business communication over the phone: examples of how to build a conversation correctly and incorrectly.

Call the publisher.

Manager:

Hello, publishing house "Let's publish you", manager Olga. How can I help you?

Good afternoon, I would like to know about your services.

Manager:

Please specify what services you are interested in? We offer publishing and promotion of books, proofreading and editing of manuscripts, layout, cover design, printing of circulation and advertising products.

I would like to print books and leaflets.

Manager:

We print 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 a law office.

Secretary:

Good afternoon, Lawyers Here.

Your employee drew up a bad contract for me! All the points that I need are not written down there! I will complain if you don't return my money!

Secretary:

I understand your disappointment. Please, let's calm down and try to figure it out. Could you come to the office with a copy of the agreement?

Secretary:

Good afternoon, Aurora company, my name is Igor.

Provider:

Secretary:

Tell me please, who am I talking to? How can I introduce you?

Provider:

I'm Max, supplying coolers to your office.

Secretary:

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

Provider:

OK, thank you.

Examples of incorrect business conversations on the phone

Call the publisher.

Manager:

Hello, I would like to print books and leaflets.

Manager:

Should we print it?

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

Manager:

Everything is written on the website.

There are no prices and no minimum quantity stated.

Manager:

Yes? Well then come to our office.

Client: Why?

Manager:

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

What impression do you think the client will have from such a conversation?

Call a law office.

Secretary:

Hello.

I will complain, you drew up a bad contract for me!

Secretary:

Did I draw up a contract for you?

Where is your boss?

Secretary:

Busy! (hangs up)

Secretary:

Provider:

Hello, I need Viktor Sergeevich, your boss.

Secretary:

He's gone.

Provider:

When will it be?

Secretary:

Two hours.

Provider:

So 14:00 was already an hour ago.

Secretary:

It'll be there in two hours!

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

On the phone, communication occurs only using voice.

Some applications allow video calls, where the interlocutors can see each other if they have an active and connected camera.

Messengers only involve 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.

Class hour on the topic

"Telephone etiquette."

Purpose: - to introduce children to the rules of communication by telephone, with the most necessary telephone numbers for personal safety;

Learn how to conduct a telephone conversation politely;

Develop the ability to evaluate the behavior of others and one’s own actions;

Develop speech culture skills.

Equipment: two toy telephones, a table and reminders with the rules for talking on the phone, cards for compiling a personal telephone directory.

Class progress

Introductory speech by the teacher about the role of communication in human life.

A person lives among people. All his joys, sorrows, deeds and worries are connected with people. Whether a girl is calling on the phone, whether a son is writing a letter to his mother, whether students are talking during recess - communication occurs everywhere.

Why do you need to be able to communicate? How do you think? (Students express their opinions and draw a conclusion.)

Guys, now I suggest you watch a mini skit called “Why was mom offended?” (Two students come out and conduct a dialogue on a toy phone.)

Masha: Hello, Katya, is that you?

Mom: No, it's not Katya. Who is asking her?

Masha: Yes, yes, my friend. Where's Katya?

Mom: She's not at home. What should I tell her?

Masha: Damn it, she promised to wait for me, but she disappeared somewhere!

Mom: Sorry, I can’t talk to you like this anymore.

Guys, why do you think mom was offended? Let's try to correct the conversation mistakes.

After the discussion, the same students conduct a dialogue (correct).

Mom: Hello, I’m listening to you.

Masha: Hello, this is Katina’s classmate Masha calling you.

Mom: Hello. I'm hearing you.

Masha: Is Katya at home?

Mom: Katya is not at home. What should I betray her?

Masha: There’s nothing urgent, we just have to arrange a meeting with her. Can I call you back?

Mom: Yes. Call me in two hours. I'll tell her that you called her.

Masha: Thank you. Goodbye.

Mom: Goodbye.

A conversation about why there was no conversation between mom and Masha? (The rules of speech communication were not followed.)

Conclusion: communicating on the phone is also an art that needs to be learned.

Today we will talk about the rules of telephone communication.

Raise your hands who has a phone at home.

Do you use it often?

In what situations do you make phone calls?

So, the telephone actively enters life and occupies a large place in people’s communication. But does everyone know how to use this convenient tool? Do we know how to have a conversation on the phone? This is what we will learn today.

And now I suggest you role-play several telephone conversations concerning various situations. (The guys are given pieces of paper on which situations are written.)

Situation No. 1.

You called your classmate to wish him a happy birthday, and your mother answered the phone.

Situation No. 2.

You called your friend Sergei to find out your homework.

Situation No. 3.

So that your mother does not worry, you need to warn her that you will be late at school,

Situation No. 4.

You want to invite your friend Katya to visit by calling her. Dad answered the phone and said that Katya was not at home.

Situation No. 5.

You called your friend to invite her to visit you, but today she cannot come to you.

After the situations have been played out, the teacher, together with the student, formulates the basic rules for using the telephone (Memos are on everyone’s desks).

Memo.

Answer the phone call immediately.

Don’t forget to say hello on the phone and only then make a request.

The caller must identify himself; if he does not find the person he needs, he asks to convey some message.

Do not make phone calls in the morning before 9 o'clock or in the evening after 22 o'clock (except for urgent messages).

Never ask at the beginning of a conversation: “Who is speaking?”

Three miraculous words that are often missing from our speech - “sorry”, “please”, “thank you” - are especially useful during telephone conversations

Using examples of life situations played out in skits, we showed and proved that the topic of our conversation is relevant and useful and will probably help everyone think and look at themselves from the outside, correct some mistakes in their behavior, in contact with friends, family, and acquaintances.

Game "Can you talk on the phone."

Dialogue on the phone (teacher and student have handsets in their hands).

Hello. Hello.

Hello. Who's speaking?

What phone number is this? (Answer.)

Are there any adults at home? (Answer.)

Tell your mom that the dentist called. She needs to come in on Tuesday from 2:00 to 7:00 to clarify a number of questions.

The teacher sums it up and says that the answers were reasonable, because the student did not give his phone number or address.

The second option is for the student to give complete information. The teacher sums up.

Each rule is written on the board:

Do not tell strangers your apartment address.

Never give out your phone number.

Do not engage in conversation with strangers, and especially do not say that your parents are not at home.

Drawing up a personal telephone directory.

Now let's choose the best ones together required numbers. You need to call these numbers if you are left at home or something happens.

Do you need to write down your phone number and home address in the directory?

Who knows why you should write down your address and phone number? (This is necessary in case you forget them in a moment of danger; this also happens.)

In what cases may you need to give your own address or telephone number? (When calling an ambulance, police, fire brigade.)

A conversation about the inadmissibility of deliberately calling an ambulance or the police, and the consequences of such a “game.”

Sometimes some people call the police, " Ambulance"or firefighters just for the sake of pampering. They think it is very funny and interesting to report that there is a fire in your house when in fact there is none. What do you think such a childish “prank” can lead to?

People can die both at the hands of criminals and from fire if the necessary services do not have time to arrive at the scene of the incident in time, but at that moment will be in the place where the “joker” sent them.

What measures can be taken against telephone hooligans?

Training on practicing orthoepic norms.

Now let’s have a five-minute orthoepic lesson. Read aloud the words written on the board:calls, will call, will call back.

Remember, in all these verbs the emphasis falls on the ending. Let's repeat these words in chorus...

Summarizing.

There are a lot of telephone conversations, and not all of them can be predicted or prevented from mistakes. Please remember the main thing: a telephone conversation should be polite and friendly, meaningful and brief.

In conclusion, I suggest you play the game “Live Phone”.

The teacher distributes numbers from 0 to 9 among the children. After which he calls any telephone number. Children with matching numbers must come forward and line up in the order named.

“A conversation on the telephone lies halfway between art and life. This communication is not with a person, but with the image that develops in you when you listen to him” (André Maurois).

Introduction

Knowledge of the basics of business etiquette and the ability to establish contacts are an integral part of the professional experience of employees. According to statistics, the telephone is actively used to resolve more than 50% of business issues.

Indirect negotiations differ in many ways from direct business communication. Failure to comply with the basics of telephone etiquette leaves an imprint on the image and reputation of any organization. What are the basic rules for communicating on the phone?

5 stages of preparation for telephone conversations

The outcome of telephone conversations largely depends on planning. Productive calls cannot be spontaneous. Preparation and planning of negotiations can be divided into 5 stages.

Rules for communicating on the phone in business

• At the beginning of a conversation, you cannot use the words: “hello”, “listening”, “speak”. First and elementary rule: Introduce yourself kindly when answering the phone. For example: “Good afternoon. Manager Tatyana. Fortuna Company.
• Negotiations should be brief. You cannot discuss a transaction or other matter on its merits. To do this, you must schedule a personal meeting.
• Passing the phone many times during a conversation is bad manners.
• Negotiations are conducted only with decision makers.
• The promise to call back should be fulfilled immediately, as soon as the problem is resolved, or within 24 hours.
• If a specialist is absent from the workplace, it is possible to exchange information with the help of another employee or assistant manager. The content of the message via third parties or to an answering machine must be planned in advance, observing the rules of telephone communication. Ask the secretary to organize the transfer of data and ensure that it reaches the addressee in any case.
• Recording on an answering machine begins with a greeting, indicating the date and time of the call. After a short message there are words of farewell.
• Telephone calls should not be left unanswered, as any call can help obtain important information or close a deal. Pick up the handset quickly until the third ring.
• Of course, you cannot answer two phones at the same time.

1. Negotiate quickly and energetically. Presenting arguments clearly and clearly, answering questions without long pauses or vague phrases.
2. The pause may, as an exception, last no more than one minute if the specialist is searching for a document. When the interlocutor waits longer, he has every right to hang up.
3. Politeness is required when calling. Swearing and shouting in any case is a violation of the ethics of telephone communication.
4. During telephone conversations, it is not recommended to use jargon, colloquial or profanity. It is also not advisable to use terminology that may not be clear to the interlocutor.
5. You should not cover the handset or microphone with your hand when communicating with colleagues, as the interlocutor will likely hear this conversation.
6. Forcing a guest or visitor to wait while you are on the phone is a violation business etiquette. In this case, you need to apologize, state the reason and set a time for a new call.
7. If the connection fails, when the conversation is interrupted, the person who called dials the number again. When a company representative negotiates with a client, customer or partner, the representative calls back again.
8. Concluding negotiations, it is worth once again voicing joint agreements and understandings.
9. The one who called, or the senior in position or age, ends the conversation and says goodbye first.
10. Sincere words of gratitude are indispensable when ending a conversation. In parting, you can orient your interlocutor towards cooperation: “See you tomorrow” or “Call me in...”.

Taboo, or What expressions should be avoided?

7 secrets of successful calls

1. The rules for talking on the phone with clients suggest that effective negotiations take 3-4 minutes.
2. Posture and intonation are just as important as the information conveyed during a conversation.
3. How does the interlocutor speak? Fast or slow. Successful managers know how to adapt to the pace of the client’s speech.
4. It is preferable to replace monosyllabic “yes” and “no” with detailed answers. For example, if a client asks whether you will be there on Friday, you should not only answer “yes”, but also tell them your working hours.
5. If the conversation has dragged on, then instead of apologizing, it is better to thank the interlocutor. The rules of talking on the phone with clients do not allow an apologetic tone.
6. Taking notes and notes during telephone conversations in a notepad will help you restore the flow of an important conversation. Business man will not use scraps of paper or calendar sheets for this.
7. The peculiarity of the phone is that it enhances speech impediments. You need to carefully monitor your diction and pronunciation. Recording and listening to your conversations with clients will help you improve your negotiation techniques.

When a client calls...

The client who gets through may not identify himself, but immediately begins to explain his problem. Therefore, it is necessary to tactfully ask: “Excuse me, what is your name?”, “What organization are you from?”, “Please tell me your phone number?”

The rules for communicating over the phone with clients are based on the fact that you should only convey accurate information if you have the necessary data. A client who does not wait for a clear answer will no longer contact your organization.

Sometimes you have to deal with an angry or nervous client. It is better to listen to his complaint and not interrupt. He will be capable of constructive dialogue only when he speaks out. When you hear an insult, you must hang up.

Making calls in public places or in a meeting

Meetings and business meetings are times when, according to the rules, you should refrain from calling. Live voice is a priority. Negotiations that distract the attention of those present are unacceptable.

Answering a call at a business meeting or meeting means showing your interlocutor that you do not value him and the time spent with him, that the person who called is more important.

There are also good reasons, for example, illness of a relative, large contract. The rules for communicating by telephone suggest that those present must be notified before the meeting or meeting and the receipt of the call must be coordinated with them. The conversation should be conducted very quickly (no more than 30 seconds), if possible in another office.

A person talking on the phone during a private meeting, in a restaurant, at a meeting looks uncultured and stupid.

Business conversation on the phone. Example

Option 1

Head: Satellite Center. Good afternoon.

Secretary: Good afternoon. Union of Consumer Societies. Morozova Marina. I'm calling about a competition.

R: Alexander Petrovich. I'm hearing you.

R: Yes. You can book a conference room with 150 seats.

S: Thank you. This will suit us.

R: Then it will be necessary to send us a letter of guarantee.

S: Okay. Can I send it by mail with a notice?

R: Yes, but it will take three days.

S: It's long.

R: You can send it by courier.

S: So, we’ll do that. Thank you for the information. Goodbye.

R: Goodbye. We look forward to collaborating.

Business conversation on the phone. Example 2

Manager: Hello. I would like to talk with Ivan Sergeevich.

Exhibition Director: Good afternoon. I'm listening to you.

M: This is Vladimir Baluev, manager of the Maxi Stroy company. I am calling regarding negotiations to clarify prices.

D: Very nice. What exactly are you interested in?

M: Has the cost of an exhibition square meter increased?

D: Yes, I grew up. One square meter in the pavilion costs six thousand rubles from September 1, and three thousand in the open exhibition.

M: I see. Thank you for the information.

D: Please. If you have any questions, please call.

M: Thank you. I will contact you if necessary. All the best.

D: Goodbye.

Conclusion

The ability to apply the rules of telephone communication with clients becomes an integral part of the image of any organization. Consumers prefer companies that are pleasant to do business with. Effective business communication is the key to successful transactions, and therefore the financial well-being of the enterprise.

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