Communication Skills in Telecommunication
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Questions and Answers

Which mode of communication is emphasized as most suitable for urgent matters?

  • Social media
  • Text messages
  • Phone calls (correct)
  • Email

    • Phone calls were first invented in the late 20th century.

    False

    What is the preferred method of communication for resolving misunderstandings that arose via email?

  • Phone calls (correct)
  • Video calls
  • In-person meetings
  • Text messages

    • What is the main purpose of mastering phone calls and video conferences in a professional setting?

    <p>To facilitate effective communication.</p> Signup and view all the answers

    It is always acceptable to contact anyone in your organization using their personal mobile number.

    <p>False</p> Signup and view all the answers

    If you want to establish a good relationship, it is recommended to make a ________.

    <p>phone call</p> Signup and view all the answers

    Match the following communication methods with their primary characteristics:

    <p>Phone calls = Immediate response Emails = Delayed response Video conferences = Visual engagement Text messages = Quick updates</p> Signup and view all the answers

    What should you do before dialing a number for a phone call?

    <p>Ensure there is no background noise.</p> Signup and view all the answers

    When making a call, it is advised to speak slowly and _____ in order to ensure clarity.

    <p>clearly</p> Signup and view all the answers

    What does O'Hare suggest is a better choice for today’s urgent work?

    <p>Making a phone call</p> Signup and view all the answers

    Video conferences are less important than phone calls in professional communication.

    <p>False</p> Signup and view all the answers

    Match the following phone call etiquette aspects with their descriptions:

    <p>Introduce yourself = State your name and department Check for convenience = Ask if it's a good time to talk Smile while talking = Positive body language enhances communication Avoid background noise = Minimize distractions for the listener</p> Signup and view all the answers

    When contacting someone in a higher rank within your organization, which phone line should you ideally use?

    <p>Company phone line</p> Signup and view all the answers

    What changes were observed during the second call in the video?

    <p>The agent adjusted his manner of communication.</p> Signup and view all the answers

    Using phone extensions simplifies reaching the intended recipient.

    <p>True</p> Signup and view all the answers

    What is a key communication strategy to implement if you are receiving a call?

    <p>Listen actively and respond appropriately.</p> Signup and view all the answers

    What should you say when answering a call from outside your organization?

    <p>Thank you for calling (name of your company)</p> Signup and view all the answers

    You should always keep a caller waiting for more than 30 seconds.

    <p>False</p> Signup and view all the answers

    What should you do if a caller is not willing to wait?

    <p>Take a message or offer to call back.</p> Signup and view all the answers

    You should not place the receiver on your desk without asking the caller to __________.

    <p>hold</p> Signup and view all the answers

    What is an appropriate action when faced with a caller using foul language?

    <p>Maintain composure and keep calm</p> Signup and view all the answers

    Match the video conferencing application with its feature:

    <p>Skype = Video calling and messaging Zoom = Webinars and large meetings Google Meet = Integration with Google services Microsoft Teams = Collaboration and team chat</p> Signup and view all the answers

    Video conferencing technology became widely available in the 1920s.

    <p>True</p> Signup and view all the answers

    What is one major benefit of modern video conferencing technology?

    <p>It can be done using smartphones.</p> Signup and view all the answers

    Study Notes

    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.

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    Related Documents

    Phone Calls and Video Conferences Guide PDF

    Description

    This quiz explores the intricacies of phone calls and video conferencing in the modern workplace. Students will learn proper communication contexts, etiquette, and effective contribution techniques relevant to audio and video communications. Enhance your telecommunication skills with practical dos and don'ts.

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