Communication Skills in Telecommunication

Learning Objectives

• Students will learn to determine communication contexts appropriate for phone calls and video conferences.
• Students will identify dos and don'ts for phone calls and video conferences.
• Students will contribute meaningfully to simulated phone calls and video conferences.

Phone Calls and Video Conferencing: Avoiding the Hazards

• Two modes of telecommunication (audio calls and video conferencing) are important in the 21st century workplace.
• The telephone has been used for personal and commercial purposes since the late 19th century.
• Billions of landline and mobile phones are used globally today.
• Almost all businesses use the telephone or mobile phone as their primary communication methods.

Phone Call or Email?

• Email should be used for non-urgent matters (long-term projects).
• Phone calls are best for urgent matters and building relationships.
• Phone calls can facilitate lengthy, substantial conversations.
• Phone calls are also better for resolving misunderstandings.

Etiquette: Do's and Don'ts of Phone Calls

• Recognize distinctions between company and personal phone lines.
• Contact people in a business context with appropriate formality (company phone lines).
• If in a close working relationship, personal communication methods are acceptable.
• Use company hotlines for concerns directed at another company.
• Use appropriate phone extensions/local numbers for specific people
• When placing a call:
  • Ensure background noise is minimal.
  • Maintain good posture and have a smile.
  • Introduce yourself and your department.
  • Ask if it's convenient to speak at that time.
  • Speak slowly and clearly.
• When receiving a call:
  • Answer promptly.
  • Greet callers politely ("Thank you for calling [company name]").
  • If putting caller on hold, do so quickly (within 30 seconds).
  • Thank callers for waiting.
  • Offer to take a message or call them back if they do not want to wait.
• Phone etiquette:
  • Speak clearly and directly into the mouthpiece.
  • Avoid shouting or whispering.
  • Remain calm and courteous.
  • Do not have anything in your mouth while on a call.
  • Do not place the phone on your desk unless you ask the caller to hold.

Engaging in Video Conferences

• Video conferencing has broadened beyond the traditional office using smartphones.
• The technology used in video conferencing has become more accessible and affordable since the 1980's and 1990's.
• Video conferencing was initially used in experimental set-ups with government officials in the 1920s.
• There is a code of conduct for video conferences (similar to phone calls).

Etiquette: Video Conferences Do's and Don'ts

• Confirm video conferencing is suitable for the purpose.
• Test hardware and internet connection.
• Use a quiet, private space.
• Consider blurring the background.
• Properly project appearance in the video.
• Do not presume the people on the other end know you.
• Do not do other work while in a video call.

Final Project

• Students will form groups and simulate a company orientation via video conference (Google Meet or Zoom).
• Each group will assign roles. Responsibilities include representatives from human resources, newly hired employees and supervisors in various departments.
• Members will prepare for the presentation with outline or script guidelines.
• Members will record the 15-20 minute video conference.
• Members will discuss effectiveness and identify any challenges.