Effective Telephone Communication Skills

Linda Catz Wilner discusses the importance of telephone communication skills, emphasizing the vocal and verbal aspects since the visual component is absent. She provides tips on preparing for calls, maintaining a professional tone, and avoiding distractions. Effective listening and responding are highlighted as crucial for making a good impression. The video concludes with contact information for further learning.

What are the two key elements of communication that remain when talking on the phone?

• Visual and verbal

• Verbal and non-verbal

• Vocal and verbal

• Visual and vocal

What should you do before answering a phone call to ensure a good posture?

• Cross your arms

• Sit up straight

• Stand up

• Lean back in your chair

Why is it important to smile while talking on the phone?

• It helps you relax

• It helps you think clearly

• It influences how you sound

• It makes you look better

Which greeting is considered more professional when starting a phone call?

• Hey

• Hi

• Hello

• Yo

What should you do immediately after greeting the caller?

• Ask if they can hear you

• Identify yourself and your company

• Start discussing the topic

• Ask how they are

Which of the following should be avoided while on a phone call?

• Speaking clearly

• Listening carefully

• Taking notes

• Typing or texting

Why should you avoid eating or drinking during a phone call?

• All of the above

• It affects your voice clarity

• It is unprofessional

• It can be distracting

What is a good practice to show you are listening on the phone?

• Repeat everything the speaker says

• Interrupt frequently

• Stay silent

• Interject with comments like 'uh-huh' or 'yes'

How does your telephone communication reflect on your organization?

• It has no impact

• It reflects the professionalism of the organization

• It shows your personal skills

• It only affects your personal image

What is the significance of making a good first impression on the phone?

• It only matters in face-to-face meetings

• You can always correct it later

• It sets the tone for future interactions

• It is not important