EFFECTIVE INCOMING & OUTGOING TELEPHONE COMMUNICATION

EFFECTIVE
INCOMING &
OUTGOING
TELEPHONE
COMMUNICATION

POLYTECHNIC
EDITION

Nur Nadia Saheera Ros Laili
Nazzatu Syima Abd Rahman
Maisarrah Aqlili Riana Mohamad Zaini



EFFECTIVE

INCOMING & OUTGOING
TELEPHONE COMMUNICATION

BY NUR NADIA SAHEERA
NAZZATU SYIMA

MAISARRAH AQLILI RIANA

EFFECTIVE INCOMING &
OUTGOING TELEPHONE

COMMUNICATION



POLYTECHNIC EDITION




POLITEKNIK SULTAN IDRIS SHAH
MINISTRY OF HIGHER EDUCATION



ALL RIGHTS RESERVED

First Published 2022



No parts of this publication may be reproduced,
stored in a retrieval system, or transmitted

in any form or by any means, electronic, mechanical,
photocopying, recording or otherwise

without the prior permission of publisher.
Perpustakaan Negara Malaysia
eISBN: 978-967-2860-35-8

Perpustakaan Negara Malaysia
Cataloguing-in-Publication Data
Nur Nadia Saheera, 1986-

EFFECTIVE INCOMING & OUTGOING TELEPHONE COMMUNICATION / NUR NADIA SAHEERA
NAZZATU SYIMA, MAISARRAH AQLILI RIANA. – POLYTECHNIC EDITION.
Mode of access: Internet
eISBN 978-967-2860-35-8
1. Telecommunication.
2. Telephone calls.
3. Telephone, Dial.
4. Government publications--Malaysia.
5. Electronic books.
I. Nazzatu Syima, 1988-. II. Maisarrah Aqlili Riana, 1992-.
III. Title. 384.6



Published in Malaysia by:
Politeknik Sultan Idris Shah
Sg. Lang, 45100 Sungai Air Tawar

Selangor Darul Ehsan
Tel. No.: 03-32806200
Fax No.: 03-32806400
https://psis.mypolycc.edu.my







Writers:


Nur Nadia Saheera Ros Laili | Nazzatu Syima Abd Rahman | Maisarrah Aqlili Riana Mohamad Zaini


Editor:
Nur Nadia Saheera Ros Laili

contents

01 19

TOPIC 1 TOPIC 3

SKILLS TO 7 PROCEDURES TO
DEVELOP POSITIVE HANDLING
FIRST IMPRESSION INCOMING CALL
THROUGH COURTEOUSLY
TELEPHONE
37
11
TOPIC 4
TOPIC 2
PROCEDURES
TECHNIQUES OUTGOING
HANDLING TELEPHONE CALLS
INCOMING CALL
EFFICIENTLY 47

EXAMPLES OF
CONVERSATION
AND HOW TO
HANDLE THEM

PREFACE

It is a great pleasure to place this book of Effective
Incoming & Outgoing Telephone Communication,
Polytechnic Edition for the benefit of secretarial science

students and readers.



This book is an introductory to provide knowledge of
secretarial area suitable for Office Administration 1 & 2

course for Diploma in Secretarial Science.



As an important knowledge and information for secretarial
students, this book provides brief and easily understood

content that meets the requirements of the syllabus.



Happy reading, and may it be useful to all students and
readers.







Nur Nadia Saheera Ros Laili
Nazzatu Syima Abd Rahman
Maisarrah Aqlili Riana Mohamad Zaini

SYNOPSIS

EFFECTIVE INCOMING AND OUTGOING TELEPHONE COMMUNICATION,
Polytechnic Edition is form of an electronic book (e-book) which provide
introductory to secretarial knowledge that covers the topics for effective

incoming and outgoing telephone calls and tips for communication.



Consisting of FOUR (4) topics with colorful and interesting layout, students
and readers also get access to the exercise at end of every topics.





NUR NADIA SAHEERA ROS LAILI
NAZZATU SYIMA ABD RAHMAN
MAISARRAH AQLILI RIANA MOHAMAD ZAINI

This e-book will help you:

1. Discuss the elements of making first
impression through telephone

2. Technique to handling incoming call
efficiently

3. Elaborate the procedures handling
incoming call courteously

4. Identify the procedure outgoing
telephone calls

the most important thing in
communication is hearing
what isn't said

peter f. drucker

TOPIC 1

Skills To Develop
Positive

First Impression Through
Telephone

1

telephone

The telephone offers a more
personal touch, allowing
businesses the opportunity
to integrate real-time two-
way communication with
customers.

PRIOTISE YOUR
CUSTOMERS

In any business, the
customers always come
first. This includes
everything from phone
lines to e-mails .

why using telephone?

An efficient business telephone
system streamlines good
communication between
organization and customers. The
telephone offers a faster
interaction than email, is more
personal, and easy and quick to
use.

dealing with customers

The same principle applies when dealing with customers; if you are
unable to convince them about the quality of your products, they will
simply move on to other available options

2

Skills To Develop Positive
First Impression Through
Telephone

You are representing
your company when
you handle
telephone calls at
work. To create a
positive image, you
should develop good
communication
skills.
There is certain
points that you
should focus and
improve such:

Your Voice
Your Speaking
Skills
Your Attitude

3

3 Elements for
Making a Favorable
First Impression

1. YOUR VOICE

When you talk with others, make
them feel welcome by smiling.
Show your interest and alertness
by making eye contact with them
during conversation. Convey your
interest and courtesy is your
voice.

Three (3) element of voice:
tone
pace
volume.

4

3 Elements of Voice

Tone Pace

The changes in pitch used to Rate or speed of speech.
emphasize words and to get The rate at which you talk to
your meaning across to the someone on the phone can
listener. affect the ability of the listener
Listened to speakers who to understand the message.
talked in monotone.
If you speak slowly the
listener may become bored,
insulted or inattentive.






Volume

Extremes in volume should be
avoid.
Do not shout or speak so softly
that listener cannot hear.
Control directly into the
telephone receiver.




5

YOUR
2. SPEAKING

SKILLS

People believe that effective
speaking is a natural talent. Either
you have it or you don’t. But this is
not true. You can learn different
types of speaking skills and
become good at it.

Speaking skills such as word
pronunciation, grammar and
vocabulary usage affect the
impression you give over the
phone.

If you have a pleasant tone, a good
pace communication is difficult if
the person you are speaking with
cannot understand your words.

6

Ponunciation

Correct pronunciation of word
is essential for understanding
Proper pronunciation.
When you speak, you
pronounce words must clearly
and distinctly.
Look up in dictionary or online
source if you unsure of any
words pronunciation

Grammar

Used basic grammar
standards.
Avoid use of slang or regional
expression that may not be
widely known or understood
especially if the call is an
international one.
Other people may use term
that you do not recognize.
When you do or understand
an expression or phrase,
always ask explanation.

Vocabulary

To improve your professional
and personal vocabulary you
must learn new terms that
relate to your position or
company.
Always remember clear and
courteous communication.
Learn new words that will help
you express your feelings,
ideas and needs.

7

3. YOUR ATTITUDE

Reflected in your speech and
tone of voice.
Any boredom, anger or
indifference you are feeling
may be obvious to the person
on the line.
A smile and an upbeat, caring
attitude are also clearly ted to
the person whom you are
speaking.
You should put any negative
feelings aside and respond to
the caller when sincere,
positive attitude.

8

ATTITUDE IS A
LITTLE THING
THAT MAKE A BIG
DIFFERENCE

9

EXERCISE 1
TIME TO PRACTISE

Dear students, you can help yourself to prepare for their weekly news topics
by providing regular feedback during practice time with you.

PREPARE, PREPARE, STAND UP STRAIGHT
PREPARE! AND TALL

Palm cards This makes you look confident,
Props and helps project your voice to
Photo slideshow improve clarity.
Memorise

Project your SPEAK WITH EXPRESSION
voice to the back
Smile when you talk!
of the room. Mix up your tone, pitch
and volume.
Use humour.

CONSIDER YOUR PACE Use lots of
eye contact.
Not too fast, not too slow!

Imagine yourself being confident!

10

TOPIC 2

Techniques to Handling
Incoming

Call Efficiently

11

4 TECHNIQUES TO
HANDLING

INCOMING CALL
EFFICIENTLY

STEP 1

Answer Promptly

STEP 2

Identify Yourself

STEP 3

Assist the caller

STEP 4

Conclude the call

12

ANSWER
PROMPTLY

1 Answer all incoming calls
promptly (on time) and
pleasantly

2 Answer the telephone
after the first ring

3 Prepare pen / pencil and a
notepad or message form to
take notes or a message

13

IDENTIFY
YOURSELF

Automated telephone

1 systems – answer and route
the calls to requested
department / person

If you are the person to

2 whom all incoming calls are
routed, you should identify
first the company, then
yourself.

Example of Conversation:
“Good morning. International
Electronics. Aina speaking” –
use when answering an
outside call
“Marketing Deparment. Sarah
speaking” – use when
answering an inside / outside
call (routed calls)

14

ASSIST THE
CALLER

1 Your job is to help the
caller as efficiently as you
can.

2 Never assume you know what
the caller wants

3 Listen attentively to the caller’s
questions and comments.
Explain the situation to the

4 caller and offer the choice of
being placed on hold or
hanging up and receiving a
return call.

15

CONCLUDE THE
CALL

The person who places a
call is the one who should
Use the caller’s name as you
1 end the call and hang up end the conversation.
3first.

By follow this rule, you

2 avoid making the caller feel
as if the conversation has
been “cut off” before he or
she was ready to hang up

Example of Conversation:

Improper Respond: Okay, Bye!

Proper Respond:
“Thank you for calling, Mr.
Hafiz, I will be sure to give
Miss Suhana the information”

16

EXERCISE 2

WRITING PRACTICE



Write a short paragraph about a incoming phone conversation in
your office that you had recently. When? What did you talk about?

How long did you talk?

ASSIGNMENT

17

“If people had the right skills and
intention to communicate well,
there would be no conflict. The
better we are at communicating, the
better our lives will be.”

-Yama Mubtaker

18

TOPIC 3

Procedures Handling
Incoming

Call Courteously

19

a. Screening Calls g. Taking
Messages
b. Placing a
Caller on Hold

c. Transferring 7 Procedures f. Giving
Calls to Handling information
Incoming Call
Courteously

d. Handling a e. Handling
Disconnected Calls Difficult Calls

20

a. Screening Calls

Determine who is calling and the purpose for the calls.
It can save you and thePcRaOlleCrEtiDmUeRbEec1 ause you may be able
to help the person yourself or transfer the call immediately to
another person.
Sometimes callers refuse to give their names, explain your
company policy to the callers.
If the caller become rude or still refuse to tell his or her name,
you should at all times be courteous.

21

Example of Conversation:

Improper Respond: Cannot Sir!
You must give your name
before I am transferring
your call.

Proper Respond: May I know who is calling?
Sir, for your information this is
our company policy, so I must get
your name sir before I am
transferring your call to another
call.

22

b. Placing a Caller on Hold

At time you must place a caller on hold while you answer

another call.

PROCEDURE 1

Ask permission to place the second caller on hold while you
complete your conversation with the first caller.

When a caller is on hold check back frequently to reassure
the caller that he or she has not been forgotten.

23

Example of Conversation

"Puan Linda, can you please hold while I retrieve
your file?" [pause for a response] "Thank you. I will
be back in a minute." [return to the call] "Thank
you for waiting, Puan Linda. I can now help you."
"Encik Amir, I will check to see if Mr. Tan is
available to take your call. Can you please hold for
a minute?" [pause for a response] "Thank you. I will
be right back." [return to the call] "I'm sorry for the
inconvenience, Encik Amir, Mr. Tan is not available
right now. May I have him call you back?"

24

c. Transferring Calls

Call usually transferred when the caller has reached wrong

extension.

PROCEDURE 1

Or has request that can be handled more effectively by
another person.

Give the caller extension number or name of person which
the call is transferred.

25

Example of Conversation

Improper Respond : Wait a minute, I'm transferring your call to
person in charge.

Proper Respond : I'm going to transfer your call to Encik
Faizal.
He will be able to provide you with the
information you need.

26

d. Handling a Disconnected Calls

In general, the person who placed the call should call back
immediately after the disconnection.

PROCEDURE 1

That person has the telephone number of the party being
called and should, therefore be able to redial the call quickly.
The caller should report a disconnected long-distance call to
the telephone company.

27

e. Handling a Difficult Calls

Try to resolve the mater if possible. Do not hesitate to
apologize to the caller for any problem or inconvenience that
have been experienced. PROCEDURE 1
Always present a helpful, positive and sincere attitude even in
an adverse situation

If the caller is personally abusive to you or uses profanity, end
the conversation quickly after identifying the caller and
recording relevant information about the call.

Remain outwardly calm and do not display defensive
behavior. Usually, the caller is not upset with you but with the
company or its action. Do not take the callers anger
personally.

Control yourself and remain professional when dealing.

28

9.45 am

MAJU JAYA HOLDINGS

Maju Jaya Holdings, Nina speaking.

I want to speak to Zainal.

May I know who is in the line?
My name is not important, just let me
talk to Zainal.
I'm very sorry sir, but I have been
instructed not to transfer a call
without first identifying the caller.
What the **^%$#

????

How your respond?

29

4

f. Giving Information

You make take calls for manager who are out of the office or

in the meeting.

PROCEDURE 1

Take the caller that the person is not available and offer to

take a message.

Give the caller enough information to explain the person
absence.

Do not give sensitive details or unnecessary information.

30

Example of Conversation:

Improper Respond : Encik Qash is playing
golf with his client.
Can you call back?



Proper Respond : Puan Sofea is not
available until tomorrow,
May I transfer you to her
secretary, Miss Jannah.




31

g. Taking Messages

You can record the message by written in message form or
using electronic form.

PROCEDURE 1
When you record a message, make sure the information is
accurate and complete.
If the message is handwritten, make sure your handwriting is
legible so you do not waste time rewriting or fail to read it.
Do not give sensitive details or unnecessary information.

32

Many people who work in offices must
answer the telephone for other people. This
form shows what kind of information you

must write in the message.



Example Message Form

MESSAGE FORM

33

MESSAGE FORM SHOULD
INCLUDE:

checklist

Message Form

Date and time of the call
Name of the caller with the company
Caller telephone number include area code
Details of the message
Your name or initials

34

Exercise 3

Group task

When a customer is angry or
upset, being mindful of the
words you choose is all the
more important. Give two
examples of conversation
how to deal with an angry
customer.

35

Exercise 4
FORMING GROUP

ABOUT THE GAME INSTRUCTIONS

rcebeboxgeirimmeenfuyrocapmlocalTrkruuieurroisndyennvtygieiseinoocmadgdtluaeipmrocttailinerwneodumcemnncsmrxtet.eoeeo,teoYamnxabtnrosetianminoieugrndlgctdeu’gilpi,cl.nhspotrfeieicohigrrnasoaejhdewbdfsteocileuhteortrhcen,orwatnaeviitevosetsitvurtrahkeaylte,rlsl , If you have a large team, this activity is a great
choice for practicing effective communication
exercises. It’s particularly useful for team members
who don’t know each other well.

For instance, you could tell participants to form a
group with everyone born in the same month as
them, with those that have the same hobbies, or
with those who have the same number of siblings.

The game works by asking RESULT...
employees to form groups with
others who have something in At the end of the activity,
common. talk about what types of
communication employees
The options are endless, and you used. How could they apply
can get as creative as you like. these strategies at work?
The point is for employees to use
communication to form new
groups as quickly as possible.

36

TOPIC 4

Procedures Outgoing
Telephone Calls

37

FOUR

Procedure Outgoing

TELEPHONE CALLS

Planning Calls
Personal Telephone Calls
Calls on Mobile Phone
Time Zones

38

Step 1

PLANNING
CALLS

INFORMATION NEEDED BEFORE
MAKING A CALL?

Date and time of meeting / planned event
relate to the call
Documents that relate to the topic
discussed
Question that you want to ask
Pen and paper or computer to take notes

HOW TO PLAN THE CALL?

Every call requires preparation and planning.
The goals are efficiency and economy
Confirm the name and the number of the person you are calling.
Identify clearly the main purpose of the call
Plan to place and receive the calls on a mobile phone at appropriate time and
places.
Do not use mobile phone while driving a car

39

Step 2

PERSONAL

TELEPHONE
CALLS

How do you handle personal calls
at work??

Set your phone to 'Do Not Disturb,' send your
calls directly to voicemail or simply turn the
ringer to silent if possible. Let family and friends
know that, in emergencies, they can call your
office line (if that's preferable), but first qualify
what an emergency really is.

personal call

Follow your company policy regarding making or receiving personal
telephone calls at work.
Many companies permit a limited number of personal calls.
Other companies discourage personal calls.
Workers may be expected to use their mobile phones to make calls during
break time.
Urgent or emergency calls are permitted.
Long or frequent personal calls are typically not considered acceptable at
work

40

Step 3

CALLS ON
MOBILE
PHONE

MOBILE PHONE WHILE DRIVING?

Research and statistics from around the
world have shown that drivers who use
mobile phones while driving have impaired
driving performance

mobile phone

Plan to place and receive calls on a mobile phone at appropriate time and places.
Do not use mobile phone in an area where you will disturb other people.
Meeting and restaurant are example of places where using mobile phones can
disturb other. Confidential information should not be discussed in a public area.
Use caution when talking on the phone while driving a car, as this may distract
your attention from driving.
Be aware of the laws regarding cell phone use while driving in your area.
Use device that act as a speaker for a cell phones.
Urgent or emergency calls are permitted.

41