Unit12CommunicationsEtiquette通讯礼仪

UnitTwelveCommunicationsEtiquette通讯礼仪FocalPoints1.Howtomakeaphonecallpolitely2.Howtoansweraphonecallpolitely3.HowtouseyourcellularphonepolitelyinpublicContentsLeadin1ReadingA2ReadingB3ReadingC45ExercisesTestyourcommunicationetiquettes1)WhatshouldyouNOTdowhenansweringphonecallsA.AnswerThePhoneWithASmileOnYourFaceB.Eat&DrinkC.SpeakClearlyD.AddressThePersonByTheirTitle(Mr./Ms./Mrs.)2)HowDoYouListenEffectively?A.MaintainEyeContactB.DisplayOpennessC.BeQuiteD.AllOfTheAbove3)WhatAreSomeOfTheListeningBarriersYouMayEncounterWhileOnTheJob?A.CulturalDifferencesB.SpeakingTooFastC.AllOfTheAboveD.NoneOfTheAboveWarmingupHomeNextBackTestyourcommunicationetiquettes4)Toomuchinformationduringcommunicationcanmakeitverydifficultforlistenerstopayattention,isanexampleofwhattypeofcommunicationbarrier?A.InformationOverloadB.BiasesandReceiverEmotionsC.UnclearSpeakerD.CulturalDifferences5)Howmanystepsarethereineffectivecommunication?A.5B.3C.4D.76)Whatarethestepsineffectivecommunication?A.OrganizeInformation,GainListener'sAttention,CheckUnderstandingB.CheckUnderstanding,OrganizeInformation,GainListener'sAttentionC.GainListener'sAttention,OrganizeInformation,AssesWorkingEnvironmentD.GainListener'sAttention,OrganizeInformation,CheckUnderstandingWarmingupHomeNextBackTestyourcommunicationetiquettes7)WhatisNOTakeyelementyoushouldconsiderwhenimprovinglistening?A.Don'taskquestionsifyourunclearB.Repeatwhat’sbeensaidforclarificationC.ShowinterestbyfacingthespeakerD.Givenon-verbalcuesthatshowinterest8)Whenwritinganemail,itisbesttoA.WriteyouremailinsentencecaseB.WriteinboldletteringC.TYPEINCAPSSOTHEYKNOWYOUREMAILISIMPORTANTD.ChangethefontcolortomatchyourwardrobeWarmingupHomeNextBackSpeakingonthePhoneSomepeoplejustdon’tknowhowtospeakonthephone.Youcanheareverybreaththey’retakingandthecrunch-crunchoftheirafternooncornchips,ortheyhavethereceiversofarawayfromtheirmouthsthattheysoundlikethey’retalkingtoyoufromtheslopesofMountKilimanjaro.Somepeoplealsodon’tknowhowtolistenonthephone.Theyrespond“Uh-huh”towhateveryousaywhileyouheartheclickingoftheirbusyfingersonthekeyboardinthebackground,ortheytalksomuchthatyoucan’tgetawordinedgewise.Thesetypicalscenariosarecommon,butshouldn’tbethisway!Ifyouusetheinformationinthefollowingsections,you’llbeapolitespeakerandlisteneronthephoneinnotime.ReadingAHomeNextBackSpeakingonthePhoneSomanypeopleworkinfrontofacomputerscreenalldaythatit’seasytoforgettheusualsocialgraces—whichincludethingstheylearnedaschildren,suchashowtoanswerandplaceacall.Everytimeyoumakeorreceiveatelephonecallatwork,you’rerepresentingyourcompany.And,manytimes,thefirstcontactapersonhaswithacompanyisoverthephone,sotheimpressionyoumakeonthephonemaybealastingone.Therefore,youwanttosoundprofessional.Nowforsomebasictelephonemanners:ReadingAHomeNextBackSpeakingonthePhonePrepareforthephonecallbeforeyoumakeit.Havesomeideaofwhatyou’regoingtotalkabout.Haveapenandpaperhandy.Makenotesifnecessary,especiallyifyou’reforgetful.Planningisbetterthanhavingtomakeasecondcall.Whenyoucallsomeone,introduceyourselftherightway:1.Say,“Hello.”2.Identifyyourselfandyouraffiliation.3.Askforthepersontowhomyouwouldliketospeak.Here’sanexample:“Hello.ThisisTomCanonfromCanonTechnologies,callingforMsHillanderconcerningnextspring’sconference.Issheavailable?”ReadingAHomeNextBackSpeakingonthePhoneAlwaysstatethereasonforyourcall.Don’tfeelputoffifyou’reaskedtostatethepurposeofyourbusiness.IfMsHillanderisavailable,youwillbetransferredtoher.Whensheanswers,repeatyournameandaffiliation,stateyourbusiness,andgiveanestimateofthetimeyouthinkthecallwilltake,asinthisexample:“Hello,MsHillander.ThisisTomCanonfromCanonTechnologies,callingaboutnextspring’sconferenceinSanFrancisco.Doyouhavetenminutestotalkaboutmarketingstrategy?”ReadingAHomeNextBackSpeakingonthePhoneThat’sallyouneed.You’vesaidwhoyouareandwhatyouwanttotalkabout.Nowyoupasstheballintotheotherperson’scourtandletherrespond.Ifthepersonyouarecallingisnotavailable,whetheryou’releavingavoicemailoramessagewitharealperson,giveyourname,yourcompany’sname,yourtelephonenumber,atimeyoucanbereached,andabriefmessage.Refrainfromleavingamonologuetoreplacetheconversationyouwouldhavehad.Ifyou’releavingavoicemail,repeatyourphonenumberandspeakslowly.ReadingAHomeNextBackSpeakingonthePhoneWhenyourconversationisfinished,enditcordiallyandquickly.Abusinesscallisnotasocialcall,soyoudon’tneedtodragtheconversationoutbeyondthebusinessathand.Ifyouknowtheotherpersonwell,however,youmayendtheconversationwithafewquestionsaboutsomethingpersonal,suchas“Iwasgladtohearyourmotherisbackfromthehospital”or“HowdidSarah’ssoccergamego?”ReadingAHomeNextBackSpeakingonthePhoneKeepthefollowingguidelinesinmindduringaphoneconversation:Answeraspromptlyaspossible.Exercisepatienceonthephone,andletotherpeoplefinishtheirsentences.Focusonlistening.Speaksoasnottobemisunderstood.Listentowhattheotherpersonissaying.Don’tinterruptandspeakoverandwhiletheotherpersonisspeaking.Confirmyou’relisteningwithperiodicoralsounds,suchas“ah-hah,”“yes,”andthelike.Don’tchimeintointerjectyourowncomm