Phone rules. An example of a business conversation on the phone. Why are there short beeps when calling the phone? The end of the conversation is followed by a beep notification how to remove

"Talking on the phone lies halfway between art and life. This communication is not with a person, but with the image that you have when you listen to him" (André Maurois).

Introduction

Knowing the basics of business etiquette and the ability to establish contacts is an integral part of the professional experience of employees. According to statistics, the telephone is actively used to solve 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 of telephone communication?

5 stages of preparation for telephone conversations

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

Information	Collection of documents and materials for a telephone conversation.
	Determining the purpose of telephone conversations (obtaining information, scheduling a meeting).
	Drawing up a plan for a business conversation and a list of questions to be asked.
Time	Choosing a convenient time for the interlocutor.
mood	A positive attitude is no less important than negotiation planning. A smile, fatigue or negative emotions are most often heard in the voice, which a business partner can attribute to his own account. In order for the voice to be “alive”, it is recommended to conduct telephone conversations while standing and with a smile!

Business phone rules

At the beginning of a conversation, you can not use the words: "hello", "listen", "speak". The first and elementary rule is to introduce yourself kindly when answering the phone. For example: "Good afternoon. Manager Tatiana. Fortuna Company.
Negotiations should be short. You can not discuss a deal or other matter on the merits. This requires an appointment in person.
During a conversation, passing the phone many times is a bad form.
Negotiations are conducted only with decision makers.
A promise to call back should be kept as soon as the problem is resolved, or within 24 hours.
If the 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 through third parties or to an answering machine must be planned in advance, following the rules of communication by telephone. Ask the secretary to organize the transfer of data and make sure that they reach the addressee in any case.
Recording on the answering machine begins with a greeting, indicating the date and time of the call. A brief message is followed by a farewell.
Phone calls should not be left unanswered, as any call can help get 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.

Negotiate quickly and energetically. Clearly and distinctly presenting arguments, answering questions without long pauses and vague phrases.
The pause may last, as an exception, no more than one minute if the specialist is searching for the document. When the interlocutor waits longer, he has every right to hang up.
Politeness is required for calls. Swearing and screaming in any case refer to a violation of the ethics of communication on the phone.
During telephone conversations, it is not recommended to use jargon, colloquial and profanity. It is not advisable to use terminology that may be incomprehensible to the interlocutor.
You can not cover the handset or microphone with your hand when talking with colleagues, as the interlocutor is likely to hear this conversation.
Keeping a guest or visitor waiting while you are talking on the phone is a violation of business etiquette. In this case, you need to apologize, state the reason and set a time for a new call.
If the connection fails, when the conversation is interrupted, the person who called again dials the number. When negotiating a company representative with a client, customer or partner, the representative calls back again.
Concluding the negotiations, it is worth once again voicing joint agreements and agreements.
The one who called, or the senior in position, by age, ends the conversation and says goodbye first.
Sincere words of gratitude are indispensable at the end of the conversation. At parting, you can orient the interlocutor to cooperation: "See you tomorrow" or "Let's call ...".

Taboo, or What expressions should be avoided?

Unwanted expression	Telephone rules
"No"	This word, especially at the beginning of a sentence, "strains" the interlocutor, complicates mutual understanding. It is desirable to express disagreement correctly. For example, “We will meet your needs and replace the product, but it is no longer possible to return the money.”
"We can not"	To refuse a client right away means sending him to competitors. Way out: offer an alternative and pay attention first of all to what is possible.
"Call me back", "There's no one", "Everyone's at lunch"	A potential client will no longer call, but will choose the services of another company. Therefore, you need to help him solve the problem or arrange a meeting, invite him to the office, etc.
"You must"	These words should be avoided, using softer language: "It is best to do ...", "It makes sense to you ..."
“I don’t know”, “I’m not responsible for this”, “It’s not my fault”	Undermines the reputation of the specialist and the organization. With a lack of information, it is better to answer: “Interesting question. May I clarify this for you?"
"Wait one second, I'll look (find)"	Deception of the client, since it is impossible to do the job in a second. It is worth telling the truth: “Searching for the necessary information will take 2-3 minutes. Can you wait?"
"Am I distracting you?" or “Can I distract you?”	Phrases cause negativity and complicate communication. These questions put the caller in an awkward position. Preferred Option: "Do you have a minute?" or “Can you speak now?”
Questions “Who am I talking to now?”, “What do you need?”	Phrases are unacceptable because they turn negotiations into an interrogation and violate the rules of communication on the phone.
The question “Why…”	The interlocutor may think that you do not trust him.

7 secrets of successful calls

The rules for talking on the phone with clients suggest that productive negotiations fit into 3-4 minutes.
Posture and intonation are just as important as the information conveyed during a conversation.
How does the interlocutor speak? Fast or slow. Successful managers know how to adjust to the pace of the client's speech.
Monosyllabic “yes”, “no” is preferable to change to detailed answers. For example, a client is interested in whether you will be on Friday, it is worth not only answering “yes”, but also informing the working hours.
If the conversation dragged on, then instead of apologies, it is better to thank the interlocutor. An apologetic tone is not allowed by the rules of talking on the phone with customers.
Notes and notes during telephone conversations in a notebook will help to restore the course of an important conversation. A business person will not use scraps of paper or calendar sheets for this.
A feature of the phone is that it enhances speech deficiencies. You need to carefully monitor your diction and pronunciation. Recording on a dictaphone and listening to your conversations with clients will help to improve the technique of negotiations.

When a customer calls...

The client who gets through may not name himself, immediately starting to state 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 by phone with customers are related to the fact that it is worth transmitting only accurate information if you have the necessary data. A client who has not waited 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 to interrupt. He will be capable of constructive dialogue only when he speaks out. When you hear an insult, hang up.

Calls in public places or in a meeting

A meeting and a business meeting is a time when, according to the rules, you must 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 the interlocutor that you do not appreciate him and the time spent with him, that the person who called is more important.

There are also good reasons, for example, the illness of a relative, a large contract. The rules of communication by telephone suggest that those present must be informed before a meeting or meeting, to coordinate with them the receipt of a call. The conversation should be held 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 uncivilized 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 hall with 150 seats.

S: Thank you. This will suit us.

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

S: Good. Can you send a notice by mail?

R: Yes, but it will take three days.

S: It's a long time.

R: You can send it by courier.

S: So let's do it. Thank you for the information. Goodbye.

R: Good luck. We look forward to collaborating.

Business conversation on the phone. Example 2

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

Exhibition Director: Good afternoon. I listen to you.

M: This is Baluev Vladimir, manager of Maxi Stroy. I'm calling about negotiation to get a quote.

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

M: Has the cost per square meter increased?

D: Yes, she has. One square meter in the pavilion from September 1 costs six thousand rubles, and in the open exposition - three thousand.

M: Clear. Thank you for the information.

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

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

D: Goodbye.

Conclusion

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

Sometimes, instead of the usual lingering call beeps, after dialing a number, you have to hear frequent short beeps. In this case, the call does not occur - either the beeps go on for a long time until you hang up, or the dialing is “reset”.

What does this mean? There are several situations where you can hear short beeps during a call, and we will consider them now.

Your caller is talking to someone else

In a fixed telephone network, continuous short beeps after dialing a number mean that the person on the other end of the wire is currently busy talking to someone else. You just have to wait until the conversation is over. However, sometimes short beeps can also occur when the subscriber does not pick up the phone, but a few seconds earlier someone else called his number. The first caller hears long beeps on his handset, and you get short beeps, because the line is already busy.

Sometimes short beeps on a landline phone mean that the number is disconnected for some reason or completely taken out of service. You can understand this only by calling several times during the day to the number you are interested in.

During a call to a mobile phone, short beeps also mean that your subscriber is busy with another conversation. Often they are accompanied by the voice of the autoinformer: "Subscriber is busy, call back later". You just need to be patient and wait for the person you want to end the conversation. Many operators at the end of the call even send SMS with a reminder: "The subscriber has ended the conversation, and you can call him back".

Network problems

Very frequent short beeps can be heard when the network is overloaded and mobile stations cannot cope with the flow of subscribers. This situation regularly arises in the first hours of the New Year, when everyone rushes to call close and not very close friends to congratulate, say a wish, etc.

If the New Year is far away, and the phone beeps with a pulsating frequent beep after dialing, most likely the reason is communication problems. Do you remember if there is a newly occupied new building near you or your subscriber? Perhaps the load on your cell site has increased, and it cannot process the wave of calls and Internet packets.

You are blacklisted

If short beeps are heard regularly, for several days in a row, when you dial only one specific number, and other numbers can be reached without problems, it is possible that the person you want to talk to has blacklisted you. So it is customary to call the list of "undesirable" numbers, with the owners of which you do not want to communicate. The "black list" function is available in some phone models, in addition, it is offered by mobile operators (for a fee).

You can understand that you have been blacklisted by the nature of the beeps: first, after dialing the number, you hear one or two long normal beeps, which are replaced by frequent busy beeps. At the same time, the message "Call rejected" may appear. Remember that beeps of this nature do not necessarily mean blacklisting. So the network can react to a weak and unstable signal.

After redialling, the signal passes and a connection is established to the number you need. It is possible to assume the existence of a “black list” only if the situation repeats itself several times, and at different times. It is not difficult to check this: it is enough to dial the "stubborn" number from another phone, unknown to its owner. If the usual long beeps of a call go, it means that your number is still blacklisted.

The telephone is currently the most popular means of communication. It helps to reduce the time interval required to resolve various issues and save money on trips to other cities and countries. Modern business is greatly simplified thanks to telephone conversations, which eliminate the need for lengthy written correspondence in a business style, travel on business trips over long distances. In addition, the telephone provides the possibility of remote negotiations, presentation of significant issues and inquiries.

The success of any enterprise directly depends on the correctness of telephone conversations., after all, it is enough to make one call to create a general impression about the company. If this impression turns out to be negative, it will be impossible to correct the situation. Therefore, it is important to know what constitutes competent business communication on the phone.

What it is?

Business communication is the fulfillment of professional tasks or the establishment of business relationships. Business communication by phone is a specific process for which you should carefully prepare.

Before making a phone call, there are some basic things to be clear about.

Is this call really necessary?
Is it important to know the partner's answer?
Is it possible to meet in person?

Having found out that a telephone conversation is inevitable, you need to tune in to it in advance and remember the rules, the observance of which will help you conduct telephone conversations at a high professional level.

Features and standards

The rules of telephone communication are quite simple and include the following steps:

greetings;
performance;
clarification of the availability of free time for the interlocutor;
description of the essence of the problem in a short form;
questions and answers to them;
end of conversation.

The culture of telephone conversations is one of the important components of business communication. The specificity of telephone communication is determined by the factor of remote communication and the use of only one information channel in the work - auditory. Therefore, compliance with ethical standards governing telephone communication is an important factor determining the effectiveness of the enterprise and the development of relationships with partners.

Business telephone etiquette for outgoing calls includes several rules.

Before dialing, you need to check that the phone number is correct. If you make a mistake, don't ask too many questions. It is necessary to apologize to the subscriber, and after the end of the call, clarify the number again and call back.
Presentation is a must. After a greeting from the interlocutor, you need to answer using greeting words, the name of the enterprise, the position and surname of the employee making the call.
It is recommended that you first draw up a plan that reveals the goal (in the form of a graph / diagram or in text form). It is necessary to have a description of the tasks before your eyes so that you can record their implementation during a telephone conversation. Also, do not forget to note the problems that have formed on the way to achieving a particular goal.

3-5 minutes is the average time allotted for a business conversation. If the specified interval was not enough, a reasonable solution would be to schedule a personal meeting.
You should not disturb people with calls early in the morning, during a lunch break, or after the end of the working day.
In the case of a spontaneous call that was not agreed with the partner in advance, a prerequisite is to clarify the availability of free time for the interlocutor and indicate the approximate time required to resolve the issue of the caller. If the interlocutor is busy at the time of the call, you can specify another time or make an appointment.
Concluding the conversation, it is necessary to thank the interlocutor for the time spent or the information received.

When a telephone conversation is interrupted, the person who initiated the call should call back.

Telephone etiquette for incoming calls also includes several important points.

Calls must be answered no later than the third ring.
When making a response, it is required to name the name or organization. In a large company, it is customary to name not the company, but the department.
A call made by mistake should be answered politely, clarifying the situation.
The materials used for work should be in sight, and the conversation plan should be in front of your eyes.
Multiple simultaneous connections should be avoided. Calls should be taken in turn.
When answering a call made to criticize a product / service or the work of the enterprise as a whole, you must try to understand the state of the interlocutor and take some responsibility on yourself.
Outside of business hours, it is recommended to turn on the answering machine. The message should contain up-to-date information that will be useful to all customers.
If the person being asked is not available, you should offer your assistance in passing the information to him.

It is possible to single out the general principles for the implementation of business communication by telephone.

You need to prepare in advance for phone conversations with clients by making a plan with goals, main points, the structure of the upcoming conversation and ways to resolve problems that may arise during the conversation.
You need to pick up the phone with your left hand (left-handers - right) after the first or second signal.
It is necessary to take into account information related to the subject of the conversation.
The speech of the subscriber should be smooth and restrained. It is necessary to listen carefully to the partner and not interrupt him during the conversation. It is recommended to reinforce your own participation in the conversation with small remarks.
The duration of a telephone conversation should not exceed four to five minutes.

In the event of a discussion, it is necessary to take the emerging emotions under control. Despite the injustice of the statements and the increased tone on the part of the partner, one should be patient and try to calmly resolve the dispute that has arisen.
Throughout the conversation, you need to monitor intonation and tone of voice.
It is unacceptable to interrupt the conversation while answering other phone calls. In extreme cases, it is necessary to apologize to the subscriber for having to interrupt communication, and only after that answer the second call.
Be sure to have paper and a pen on the table so that you can write down the necessary information in time.
The caller can end the conversation. If you need to end the conversation in the next few minutes, then end it politely. It is necessary to apologize to the interlocutor and say goodbye, first thanking for the attention paid.

After the end of a business conversation, some time should be devoted to analyzing its style and content, identifying mistakes made in the conversation.

Stages

As already noted, business communication by phone does not require a lot of time. According to the rules, such a telephone conversation can last no more than 4-5 minutes. This is the optimal period of time to resolve all issues.

In the course of business communication on a business phone, it is necessary to follow the sequence of stages that make up the structure of the call.

Greeting with special phrases corresponding to the time of day during which the call is made.
Message to the virtual interlocutor of the name and position of the employee making the call, as well as the name of his organization.
Notification of the interlocutor's free time.
Concise presentation of basic information. At this stage, it is required to indicate the essence of the problem in one or two phrases.
Questions and answers to them. It is necessary to show interest in the questions of the interlocutor. Answers to them must be clear and provide reliable information. If the employee who answered the call is not competent in the matter at hand, you should invite someone to the phone who can give an accurate answer.
End of conversation. A telephone conversation is terminated by its initiator. This can also be done by a senior in position, age and a woman.

The phrases that complete the conversation are words of gratitude for the call and a wish of good luck.

To improve the efficiency of a conversation on a mobile phone, you should follow the general recommendations:

pre-prepare the necessary correspondence;
positively tune in to the conversation;
express thoughts clearly, while maintaining calm;
fix meaningful words;
avoid monotony by changing the pace of the conversation;
pause at the right moments of the conversation;
reproduce information to be memorized;
do not use harsh expressions;
when receiving a refusal, one should remain friendly and show respect for the interlocutor.

Dialogue Examples

The following examples of telephone conversations will help you understand the essence of business communication. Dialogues clearly show how to talk to a customer or business partner on the phone in order to avoid misunderstandings.

Phone conversation example #1.

Hotel manager - Good morning! Progress Hotel, Reservation Department, Olga, I'm listening to you.
Guest - Hello! This is Maria Ivanova, a representative of the Skazka company. I would like to make changes to my booking.
A - Yes, of course. What would you like to change?
D - Is it possible to change the dates of arrival and departure?
A - Yes, of course.
D - The period of residence will not be from September 1 to September 7, but from September 3 to 10.
A - Okay, the reservation has been changed. We are waiting for you in our hotel on September 3.
G - Thank you very much. Goodbye!
A - All the best to you. Goodbye!

Phone conversation example #2.

Secretary - Hello. Holiday company.
Partner - Good afternoon. This is Petrova Elena, a representative of the creative team "Flight of Fantasy". May I speak to your director?
S - Unfortunately, he is not in the office right now - he is at a meeting. May I help you? Can you give him something?
P - Yes, tell me, please, when will he be there?
S - He will return only by three o'clock in the afternoon.
P - Thank you, I'll call you back then. Goodbye!
S - Goodbye!

Ethics not only controls the business relations of partners in business and establishes connections with competitors, but is also a means of properly organizing a telephone conversation. Compliance with the rules of business communication by telephone, which involves a thorough study of each item, ensures an effective result and long-term partnerships.

ADMINISTRATION

MUNICIPALITY

ULYANOVSKY DISTRICT

R A P O R I W E N I E

15.08.2013 № _35-r_

copy. ________

R. Isheevka

About approval

reference standard

telephone conversations

In order to establish a unified ethics of conducting telephone conversations, to improve corporate culture in the administration of the municipal formation "Ulyanovsky District":

1. Approve the Standard of conducting telephone conversations (Appendix).

2. This order comes into force from the date of its signing.

Head of Administration

municipality

Ulyanovsk region

municipality

Ulyanovsk region

from 15.08.2013 № 35th

Telephone conversation standard

1. General Provisions

1.1. The standard for conducting telephone conversations (hereinafter referred to as the Standard) is aimed at establishing a unified ethics for conducting telephone conversations in the administration of the Ulyanovsk District municipal formation, developing corporate culture and raising the status of local governments.

1.2. The standard applies to municipal employees and persons who are not municipal employees (hereinafter referred to as employees).

2. Basic rules for conducting telephone conversations

2.1. In the course of telephone conversations, employees should be tactful, benevolent, use standard literary language, speak grammatically correctly, clearly and distinctly, clearly, specifically, without hints and ambiguities, in order to prevent misunderstanding or misinterpretation of the meaning of words. Employees should respond to questions in an accessible manner, minimizing the use of narrowly specialized terms, using etiquette vocabulary (“thank you”, thank you, “please excuse”, etc.) and using the subjunctive mood of the verb, as this softens the general tone of the conversation.

Speech template:

Excuse me, could you… (call back, repeat, speak louder, etc.)?

2.2. When conducting telephone conversations, employees need to speak concisely, the duration of the conversation, as a rule, should be from 3 to 6 minutes.

2.3. The employee answering the phone must be competent in all the main areas that may be affected by the telephone conversation, strive to quickly solve the problem or provide assistance in solving it.

If it is impossible to resolve the situation yourself, you must clearly indicate the person to whom you can turn to for help in the administration of the Ulyanovsk District municipal formation.

Speech template:

Unfortunately, I do not have information on this issue in full. You should contact ... (indicate the structural unit of the administration of the municipal formation "Ulyanovsky District") or a person who can help in resolving the issue) by phone (suggest the phone number).

2.4. You should address the interlocutor with “You” by name and patronymic, or only by name, if the interlocutor allows it.

2.5. During a telephone conversation, it is advisable to take notes so as not to miss important details. To do this, you should use pre-prepared means to record details and agreements reached (notebook, note paper).

2.6. It is not allowed to move away from the telephone for a long time during a conversation and make the interlocutor wait for more than 60 seconds, while you should explain the reason why you need to move away from the phone, and be sure to wait for an answer confirming that the interlocutor is ready to wait.

Speech template:

I need ... (indicate the actions that need to be taken - for example, clarify this information with the immediate supervisor, find some kind of document, etc.), it will take about 60 seconds. Will you wait or will you call back?

2.7. If you need to search for additional information, which will take more than 60 seconds, or if you need to urgently leave for other business (for example, to a meeting), the employee must write down the phone number of the interlocutor and ask for his permission to call him back after a certain amount of time. After the promised period, the employee must call back.

Speech template:

Unfortunately, I am not ready (a) now to answer your question, for this I will need ... (indicate the actions that need to be performed (for example, view what materials, etc.).

Unfortunately, at the moment I will not be able to give an exhaustive answer to your question, since it is not necessary to urgently leave for the meeting.

2.8. It is not allowed to conduct "parallel conversations" with two people at the same time (on the second phone or with a visitor), preference is given to the one who applied earlier, and it is better to postpone the conversation with the second to a later time, having accurately determined it.

If there is a visitor in the employee's office, then communication with him is undoubtedly a priority. The employee should answer the call, but only to find out who is calling and let them know when they can call back.

If during a telephone conversation an employee was visited or called by another phone, you need to apologize and ask permission to call back, the one who contacted later, stating the exact time.

If a visitor came to the employee’s office during a business telephone conversation, you must ask the visitor to leave and wait, or apologize to the interlocutor and interrupt the telephone conversation for a while.

2.9. During a telephone conversation, it is unacceptable to be distracted by other things, noises and other interference, chew or sip.

Before sneezing or coughing, we recommend that you remove the phone from your face, and then be sure to apologize to the interlocutor.

You should not speak louder or shout if the interlocutor is hard to hear, because he can hear well, it is better to call back from another device or at another time.

Speech template:

Sorry, I can't hear very well, could you repeat (speak louder, call back)?

2.10. The initiative to end the conversation belongs either to the caller or the eldest of the speakers by social status or age in accordance with the following rules:

1) a man should hang up later than a woman.

2) a young person cannot stop talking before an older person finishes talking;

3) a subordinate person can hang up after the person above does it;

4) if two people of equal age and position are talking, then the one who called is the first to hang up.

2.11. During a telephone conversation, it is unacceptable:

Use the stop phrases specified in Appendix 2 to this Standard;

Ignore the interlocutor's questions;

Interrupt a telephone conversation for more than 60 seconds;

Unceremoniously interrupt the interlocutor;

They are silent for a long time, not confirming their participation in the conversation with brief remarks;

Respond with a challenge to the aggression or impoliteness of the interlocutor, give vent to emotions;

Use ambiguous phrases, hints;

Delay the interlocutor if he is busy or in a hurry;

End the conversation without saying goodbye;

Do not call back if they promised to do so.

3. Rules for conducting telephone conversations with an incoming telephone call

3.1. With an incoming phone call, the handset should be picked up after 2-3 rings (on the first call, the employee should postpone his business, on the second - tune in, on the third - smile and pick up the phone).

3.2. The employee must clearly pronounce the name of the municipal authority, introduce himself (by giving his last name, first name and patronymic), greet the interlocutor “Good morning” (until 12.00) or “Good afternoon” (from 12.00 to 18.00).

Speech template:

Administration of the municipal formation "Ulyanovsky district", good afternoon!

3.3. If the interlocutor did not name himself and the reason for his call, the employee should find out.

Speech template:

Please, introduce yourself!

How can I contact you?

How to introduce you?

How can I help you?

3.4. The employee should carefully listen to the interlocutor, using the technique of active listening:

1) focus on what the interlocutor is saying. Because focused attention can be brief, listening requires conscious concentration of attention;

2) during a telephone conversation, note the questions that have arisen on paper so as not to interrupt the interlocutor;

3) address the interlocutor by name (approximately every third appeal). The sound of your interlocutor's name creates eye contact and a sense of closeness.

Speech template:

Irina Borisovna, you say...

Do you think, Irina Borisovna, that...

..., did I understand you correctly, Irina Borisovna?

4) to show benevolence. You should conduct a conversation politely, calmly, not enter into an argument, do not raise your voice regardless of the tone of the interlocutor, tactfully interrupt the interlocutor if necessary and translate the conversation into a constructive direction.

Speech template:

Forgive me for interrupting you…;

I understood the essence of your appeal ...;

5) show interest in what the interlocutor says. During a conversation, it is unacceptable to keep a long silence, you should make approving sounds, interjections, repeat key words, short remarks that show the employee's interest and involvement in the conversation.

Speech template:

Wow…,

I understand you…

Certainly…,

This is interesting…;

6) contact the interlocutor for clarification - this helps to make the message more understandable.

Speech template:

Please clarify this.

Did I understand you correctly that the problem is...?

Will you repeat it again?;

7) use the technique of paraphrasing (to formulate the interlocutor’s thought differently, in your own words) for a correct understanding of the interlocutor. Paraphrasing enables the interlocutor to understand that they are listening and understanding, and if they are misunderstood, then make timely adjustments to the message.

Speech template:

As far as I understand you...

In your opinion…

In other words, do you think...

3.5. In the event that the caller asks for an employee who is absent from the workplace, one should not limit himself to answering that he is absent. You must specify the time when you can call back. In some cases, it is advisable to ask the caller for his phone number, last name, first name and patronymic, the essence of the issue, say that the absent employee will call back himself and be sure to transfer the information to a colleague.

Speech template:

The employee is currently absent, could you call back in 10 minutes?

Maybe I can help you?

3.6. To end a conversation, you need to take the following steps:

Summarize the conversation (tell what exactly you are going to do as a result of telephone communication) in order to exclude mutual misunderstanding and show the interlocutor that it is time to end the conversation;

Retell the conversation to convince the interlocutor that everything he said was heard;

Ask the interlocutor's opinion about the conversation;

End the conversation (thank you for the call in accordance with clause 3.8.) And silently wait for the interlocutor to hang up.

3.7. If the interlocutor delays the conversation, you should apologize and, referring to urgent matters, say goodbye to him or arrange a second phone call or a meeting.

Speech template:

Do you still have questions for me?

Sorry, a visitor came to me (I have a meeting starting), let's continue our conversation after 17.00 (tomorrow, in person, etc.). I regret that I have to interrupt our conversation.

I think we have discussed all the issues, so let's conclude our conversation.

3.8. At the end of the conversation, you should thank the person for calling and say goodbye.

Speech template:

Thank you for calling.

Thanks for the info.

Goodbye!

All the best!

Best wishes!

3.9. If you receive a phone call at lunchtime, you should not answer: “We are on a lunch break, so please call back after ... hours.” If you have already picked up the handset, then you should conduct a telephone conversation with the interlocutor in accordance with this Standard.

4. Rules for conducting telephone conversations during an outgoing telephone call

4.1. When making an outgoing telephone call, the employee must greet the interlocutor “Good morning” (until 12.00) or “Good afternoon” (From 12.00 to 18.00), clearly pronounce the name of the municipal authority and introduce himself (by giving his last name, first name, patronymic).

Speech template:

Good afternoon You are called from the administration of the municipal formation "Ulyanovsky district",.

Good morning! This is from the administration of the municipal formation "Ulyanovsky district".

4.2. If necessary, you should find out the name (surname, position, contact details) of the interlocutor, write it down and then call him by name.

Speech template:

Excuse me, how can I contact you?

Could you tell me your name?

4.3. If you need a specific person, you should ask to invite him to the phone. If the necessary person is absent, you need to ask when it is better to call him, or ask him to tell who called and leave information when and where you can be easily found.

Speech template:

I can talk to...

You can ask for a phone...

Invite, please, to the phone ...

4.4. If the call involves a request, a request for information, and the employee does not know whose competence is the question of interest to him, you should not state the essence of the one who first picked up the phone. It should be polite to clarify who decides this issue.

Speech template:

Who can I talk to about...?

I'm calling about...

With whom can I solve it?

I want to know…

4.5. At the very beginning of the conversation, it is necessary to clarify with the interlocutor whether he has the opportunity to have a conversation right now, and also at what time it will be convenient for him to call back (in case the employee was not assigned a time for a telephone conversation in advance).

Speech template:

Are you comfortable talking to me now?

Can you give me some time?

Can you talk to me now or call me back?

How much time do I have to talk? (“How much time do I have”, not “How much time do you have”).

4.6. During a business conversation, it is necessary to succinctly, concisely and competently state the essence of the problem. It is better to prepare in advance for the conversation, outline questions and determine the sequence of their discussion.

Speech template:

I need to inform you...

I must inform you (explain to you)...

Could you advise on...

I have been asked to contact you regarding...

4.7. If the conversation drags on, sometimes you should correctly ask the interlocutor if he has time to continue the conversation?

Am I holding you back?

4.8. At the end of the conversation, you should thank the interlocutor for the conversation and say goodbye.

Speech template:

Thanks for the info (advice)!

Thank you for your time!

Thanks for the help!

Goodbye!

Best wishes!

4.9. In the event of a mistaken dialing, you should not silently interrupt the call, you should apologize.

Speech template:

I'm sorry, I got the wrong number.

Annex 1

to the Standard

telephone conversations with applicants

Applicants' calls to the authorities are often in the nature of appeals to the last resort. Applicants call to express their complaints and claims when their problems could not (or did not want to) be solved by the persons and organizations in whose competence the solution of the relevant problems is. All this leads to the fact that indignant and offended applicants, sometimes driven to despair, conduct a conversation emotionally, in raised tones. Therefore, when talking with angry applicants, it is important not only to quickly and effectively solve their problem or help in solving it, but also to provide them with some psychological help over the phone. The following recommendations of psychologists will help in resolving this issue:

1. Never appeal to the mind of an angry person. An angry person does not listen well to arguments. And your first task is to calm the person and find out what the essence of his problem is. Learn to be a good listener, and let your interlocutor pour out his soul to you. An attentive listener always seems more like a friend than an enemy.

2. Do not take complaints addressed to any organization personally. Just because they called you doesn't mean it's your fault. So calm down and don't take the accusations personally. Don't lose your temper. Breathe deeply and speak in a flat voice. "Difficult" calls are best received standing or moving, with gestures.

3. The more aggressive your interlocutor, the more calm you yourself should show. It is impossible to have a reasonable conversation with a person who screams and curses you all the time. Reduce your comments at this point to sympathetic exclamations until his anger drains itself. Only then can you start a constructive conversation with him.

4. Outwardly, your speech should sound a little less active than the speech of your interlocutor. If you are equal with him, a dispute or conflict may arise.

5. Keep your composure and endurance to the end. No matter how we angered you with the words of your interlocutor, you should not let him feel it either with words or intonation. If you lose your temper, you will complicate the situation even more. Try to put yourself in the place of the person who complains to you. Listen understandingly.

6. Let the person talk until the end, until he "let off steam." Some people are as angry as they want to just speak out, "pour out their souls." Here, let them do it.

8. Maintain contact, that is, do not be silent for a long time. Make it clear that you are open to discussing any possible problems and are interested in improving communication and mutual understanding. It is important that the conversation be conducted in a polite and calm tone and evoke positive emotions, thereby creating an atmosphere of mutual trust.

9. Use pauses to redirect the conversation in the right direction for you. Every time, “driving onto the main route” of the conversation, start a new semantic paragraph, as it were: speak clearly, at the beginning of a sentence it’s good to turn to the interlocutor by name and patronymic or make some generalizing remark about the previous conversation, summing up the preliminary result.

10. If you decide that you will not live to see the next pause, it is probably better to tactfully interrupt the interlocutor. Interrupt not for the sake of the fact itself, but ask a specific question that is relevant to the essence of the matter.

11. Don't let yourself be drawn into irrelevant conversation. Support only those topics that are directly related to the issue under discussion.

12. Repeat to the applicant what he told you, in his own words. By repeating word for word what the person said to you in the heat of anger, you kind of translate the conversation into a more neutral tone, repeating his words already without the emotions that he himself put into them.

13. Avoid objections! Non-opposition implies the rejection of a conflict situation in the name of solving a more serious problem.

14. Never tell a person that he is wrong. This will not convince him, but will only hurt his pride, and he will take a position of self-defense. After that, it is unlikely to be able to convince him. It is better to act more diplomatically: "Maybe I'm wrong, but let's see ...". This is a good way to offer your interlocutor your argument. State your arguments briefly and clearly. Your arguments must be correct in substance, convincing and competent in form.

15. Always seek compromise. If there are any disagreements, try to resolve them tactfully.

Here are 3 rules to help you:

1) the rule of three pluses: praise the interlocutor or compliment him at least 3 times (at the beginning of the conversation: “Thank you, Olga Ivanovna, for your indifference to this problem”; in the middle of the conversation: “I like your insight” and at the end of the conversation: "It was a pleasure to talk with you. We will certainly take into account all your wishes");

2) the rule of association: the desire to achieve mutual agreement (“You and I are united by the desire to resolve this issue in the best possible way”);

3) rule of agreement: ask the interlocutor questions constructed in such a way that he can always answer “Yes”. The more the interlocutor agrees with you, the more likely you are to come to a compromise with him.

16. Do not promise the impossible. You can only promise what you really can do. Unfulfilled or deliberately false promises annoy and offend a person even more than your refusal to help him. Do not be afraid to tell the interlocutor that you need to consult with someone else. In any case, this will already give him the impression that you are trying to help him. But if you promised to help, then you must do it.

17. Do not, under any circumstances, say that you cannot help the applicant. Having clarified the details of the difficulties that have arisen, it is necessary to offer the applicant a plan of action without delay. Try to find a solution. The best way to end the conversation with the applicant is to find a solution to their problem. If you can’t do it yourself, send it to those employees who can help. Just explain to your colleagues in advance everything related to the applicant's complaint, so that he does not have to state it a second time. This usually pisses the person off even more.

18. Find out the details, make notes, write down the main points of the complaints, while informing the interlocutor (“wait, I will write it down now”), which indicates how much you value your interlocutor and try to help him.

19. Be tactful, do not violate the boundaries of the personal sphere. Potentially conflicting topics (private life, individual preferences) should not be touched upon.

20. Don't confuse tact with gentleness. A polite conversation does not mean at all that you should agree with the interlocutor in everything, yield to him in all respects, wanting to make a good impression. Do not agree with the interlocutor so that he does not get the impression that you agree with all his words. Say "no" when you really need to.

21. If you are at fault, apologize as quickly as possible. A sincere apology is an effective way to resolve a conflict situation.

Don't make excuses, an apology with excuses is no longer an apology. Take full responsibility for your mistake (or for the mistake of your structural unit). Admit that you were wrong - emphatically and without excuses. Avoid using the words "but" or "if" at the end of your apology. This very “but” has a clear connotation: “Actually, I don’t regret it.”

Do not humiliate yourself, admit mistakes with dignity. Do not adapt to the interlocutor, do not scatter in compliments. Be sure to suggest a way to fix it.

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Appendix 2

to the Standard

Stop phrases

	negotiations	Stop phrases	(actions)
	Greetings		Name of the structural unit of the administration, full name
Hello!	Good morning! Good afternoon
Who is on the machine? Who am I talking to? No? Maria Petrovna? Who?	How can I contact you? How best to contact you? Could you tell me (remind) me your name? Tell me, please, what is your name? How can I call you? Please name your First and middle name. Introduce youreself! May I know who I'm talking to? Please, invite Inna Ivanovna to the phone! Can I hear Inna Ivanovna?
Where did I go?	Is it the Ministry of Labor?
Are you worried...	My name is… My last name…
Would you mind giving me a few minutes of time?	You are comfortable now talk?
	Appeal	By gender (woman, man - on, girl, young man), familiar (darling, darling - ka, darling)	By name and patronymic (by name, if the interlocutor himself presented like this)
	directly conversation	Speak! What would you like? What you need?	I listen to you! What issue did you call?
		Can I help you?	How can I help you?
		Do not hang up. Wait a second, I'll be right back!	Be kind, please wait by the phone, I will answer you in a minute! To find these materials, I need 3-4 minutes. Will you wait or call back (call you back)?
		I do not know. I do not do that. It's not my responsibility. I can't help. It's your problems. I can not do it. I'm not sure if this is possible. I don't promise you anything.	It's a difficult question… I need to clarify... It's quite difficult at the moment, however... Your question is really tricky. Let me check with a lawyer (my supervisor). We will definitely try to help you. I will try to do my best.
		Call back! Everyone is having lunch! Nobody here! Who is asking him?	He is not available at the moment, please call back via What shall I tell to him? As soon as the employee returns, I'll be sure to let you know that you called.
		You must…	The best thing would be… It makes sense to you...

		You are not right. I disagree You are wrong.	There must have been a misunderstanding. Maybe I'm wrong, but... Perhaps the information needs clarification.
		I did not understand you. You confused me.	Clarify please. Correctly I understand that ...
		You don't me	Let me explain (explain) to you again.
		Your problem (complaint) has been noted.	We have accepted your wishes and will be happy to help you with your question!
		Its not our fault. I'm really sorry, What upset you. We are sorry if we did something wrong. I am sorry, but…	I apologize for... I am very sorry that… We regret that…
		I'm sorry…	Sorry… I'm sorry… Sorry…
		I already told you. I repeat.	Repeat the information more clearly, decipher it using synonyms.
		Not worth it! No problem! Please!	We were (will be) happy to help you. We will be happy to answer your questions. If you have any questions, please call.
	Completion of negotiations	Okay! Let's connect!	Goodbye! Best wishes! All the best!
Oops, I didn't get there!	Sorry, I got the wrong number.

in the word "call" the stress is not mobile - it always falls on the ending:

I'm calling (I'm calling)	We call (call)
You call (call)	you call (call)
He (she) calls (calls)	They call (call).

______________________________________

When we talk to a person face to face, the conversation naturally comes to a logical end sooner or later. In a telephone conversation, we are deprived of visual cues that play a key role in interacting with another person. That's why sometimes it's so hard to end a phone call; we do not know how to complete it so that the interlocutor does not experience discomfort.

It's important to remember two things here:

1. It is in our power to maintain control over the conversation, regardless of who started it.

2. Avoid awkward endings. You can show purposefulness, but at the same time not hurt the feelings of the interlocutor.

Tips for ending telephone conversations.

1. You need to try to make a smooth transition. Abruptly cutting off a conversation is just as unacceptable as delaying its completion. When the conversation ends abruptly, the interlocutor wonders what in his words caused the sudden change in the behavior of the partner. He inevitably comes to the conclusion that he said something that caused him a negative reaction. You can make a plan in advance that will allocate time to gradually end the conversation. It is not advisable to hold out until the moment when you have to notify the interlocutor that you are forced to end the conversation.

2. Don't hesitate. It has long been known that hesitation creates awkwardness and discomfort when talking on the phone. Feeling indecisive, the interlocutor, regardless of the reasons for the end of the conversation, begins to think that some problem remains. To end the conversation, you need to take the following steps in a firmly professional manner.

Summarize the conversation to show the interlocutor that it is time to end;

retell the conversation to convince the interlocutor that everything he said was heard;

· ask the interlocutor's opinion about the conversation;

end the conversation. Let the caller hang up first. It may seem like a small thing, but when the other person hangs up first, they have a sense of control over the conversation. It also prevents the presenter from hanging up without suspecting that the caller wants to add something else. Finally, giving the partner the opportunity to hang up first, the presenter relieves him of the sound indicating the termination of communication.

Conclusion

Business communication is a necessary part of human life, the most important type of relationship with other people.

The art of conducting a telephone conversation is to briefly state everything that follows and get an answer.

The basis for a successful business telephone conversation is competence, tact, goodwill, mastery of the techniques of conducting a conversation, mastery of the techniques for correctly completing a telephone conversation, the desire to quickly and effectively solve a problem or provide assistance in solving it. It is important that a business, business telephone conversation be conducted in a calm, polite tone and evoke positive emotions. The effectiveness of business telephone communication depends on the emotional state of a person and his mood.

Skillful manifestation of expression is also essential. It testifies to the conviction of a person in what he says, in his interest in solving the problems under consideration. During a conversation, you need to be able to interest the interlocutor. Voice, tone, timbre, intonation say a lot to an attentive listener. You need to try to speak evenly, restraining your emotions, not trying to interrupt the speech of the interlocutor.