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Enhance your business communication skills by mastering message taking and telephone etiquette. Learn to listen, take notes, and handle calls professionally. Avoid pitfalls to maintain a positive business reputation.
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Note Taking • A useful skill in business. It enables employees to correctly capture information. • Make sure to listen carefully • Be Brief • Develop Short cuts • Listen for signals • Re Read notes when finished
Message Taking • When taking a message key material is needed: • Urgency • Whom it is intended for • The caller’s name and organisation • Time, date, place of message • The message • Name or signature of person who took message
Telephone Communication • This is a vital part of a business’ operations. • This is usually the clients initial contact with the company. • It is the most common way of communicating. • When you are using the telephone you need to: • Be helpful • Speak clearly • Greet the caller politely
Questions – BSBCMM201A 3.1 & 3.3 1. How can a business organisation avoid getting a poor reputation with reference to making outgoing and incoming telephone calls. 2. Read the following telephone responses and generate a more appropriate one. • Who’s calling • What is your name • She is too busy now • There is nothing I can do for you • I have to call extension 45 3. You are employed by the Harvey Travel Group. You have just taken a booking for a flight to Perth for two adults costing $760 in total. • Re create the phone call from start to finish. Make sure you give attention to cost, use etiquette and be polite.
