Podcast
Questions and Answers
Which mode of communication is emphasized as most suitable for urgent matters?
Which mode of communication is emphasized as most suitable for urgent matters?
Phone calls were first invented in the late 20th century.
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?
What is the preferred method of communication for resolving misunderstandings that arose via email?
What is the main purpose of mastering phone calls and video conferences in a professional setting?
What is the main purpose of mastering phone calls and video conferences in a professional setting?
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It is always acceptable to contact anyone in your organization using their personal mobile number.
It is always acceptable to contact anyone in your organization using their personal mobile number.
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If you want to establish a good relationship, it is recommended to make a ________.
If you want to establish a good relationship, it is recommended to make a ________.
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Match the following communication methods with their primary characteristics:
Match the following communication methods with their primary characteristics:
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What should you do before dialing a number for a phone call?
What should you do before dialing a number for a phone call?
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When making a call, it is advised to speak slowly and _____ in order to ensure clarity.
When making a call, it is advised to speak slowly and _____ in order to ensure clarity.
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What does O'Hare suggest is a better choice for today’s urgent work?
What does O'Hare suggest is a better choice for today’s urgent work?
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Video conferences are less important than phone calls in professional communication.
Video conferences are less important than phone calls in professional communication.
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Match the following phone call etiquette aspects with their descriptions:
Match the following phone call etiquette aspects with their descriptions:
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When contacting someone in a higher rank within your organization, which phone line should you ideally use?
When contacting someone in a higher rank within your organization, which phone line should you ideally use?
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What changes were observed during the second call in the video?
What changes were observed during the second call in the video?
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Using phone extensions simplifies reaching the intended recipient.
Using phone extensions simplifies reaching the intended recipient.
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What is a key communication strategy to implement if you are receiving a call?
What is a key communication strategy to implement if you are receiving a call?
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What should you say when answering a call from outside your organization?
What should you say when answering a call from outside your organization?
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You should always keep a caller waiting for more than 30 seconds.
You should always keep a caller waiting for more than 30 seconds.
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What should you do if a caller is not willing to wait?
What should you do if a caller is not willing to wait?
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You should not place the receiver on your desk without asking the caller to __________.
You should not place the receiver on your desk without asking the caller to __________.
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What is an appropriate action when faced with a caller using foul language?
What is an appropriate action when faced with a caller using foul language?
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Match the video conferencing application with its feature:
Match the video conferencing application with its feature:
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Video conferencing technology became widely available in the 1920s.
Video conferencing technology became widely available in the 1920s.
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What is one major benefit of modern video conferencing technology?
What is one major benefit of modern video conferencing technology?
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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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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.
