artfully. Occasionally add filler words like: “Yes, I see... Oh, is that so... Yes...”.
+ Occasionally ask open-ended questions.
+ Show empathy when needed.
+ The disadvantage when listening to the phone is that it is easy to miss information, or not hear in time but hesitate to ask again. In that case, you should apologize and boldly ask again about unclear points to avoid hearing "one inch wrong, one mile off".
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+ Don't hang up suddenly without saying anything.
+ If your phone has a problem that causes the call to stop mid-way (phone loses signal, runs out of battery, runs out of money), after fixing the problem, you should proactively call back with an explanation.
+ End of information closing.
+ You should not answer the phone in the following situations: while chatting directly with someone, in a meeting, in a movie theater, in a crowded place, in a noisy place, while driving, when you are not ready (tired, angry...)
+ When you see a missed call, you should call back. If it's not important or you're late, send a text message to ask if something happened and explain why you didn't answer the phone.
6.4. Things to note when using the phone
- Set the phone's ringtone loud enough to be heard, so that the ringing sound does not affect people around you (especially cell phones). Turn off the ringer when entering meetings, cinemas, classrooms, or public places.
- Ringtones should not choose parody songs or frivolous music.
- If the caller leaves a message for someone, we should convey the message immediately before forgetting.
- Do not eat, drink, smoke, yawn, etc. while talking on the phone because the other party may sense it.
- Avoid being rude when you pick up the phone and then ask the other person to call you back at another time. If you find that you can't answer the phone, just wait until the phone hangs up, the other person will understand that you are busy (unless the other person calls too many times, you are forced to pick up the phone and say you are busy).
- When you are in a meeting, there are many people in the room and a call disturbs you, you should go out and find a quiet corner to answer. If not, go to the toilet and make a call and remember to speak at a moderate volume, use your hand to cover your mouth and the phone when speaking, it not only amplifies the sound (helps you speak softly but the other person can still hear), but also shows tactfulness to the people around you.
- When you are talking directly to someone and a phone call interrupts you, if the call is important, tactfully ask the person for permission to listen and step aside to answer the call.
- Do not turn on the speakerphone if you can hold it with your hand.
- Don't laugh out loud on the phone with the other person, don't say sweet and intimate words as if it's just the two of you when there are many people around.
- Absolutely avoid badmouthing others when the phone is still on. However, if you accidentally do it and suddenly discover that the other party has not hung up, you should tactfully add a compliment to the other party in some aspect in a natural way.
- When you are on the road, you should not listen to music while driving, it is not only unsafe but also illegal. If there is an emergency call that you must answer, pull over to the side of the road or somewhere where there is less traffic and hold the phone in the palm of your hand to answer.
6.5. Smart behavior when using the phone
- If you and the other person still cannot hear each other's voices due to the phone signal, turn off the phone and actively call back.
- If the second call is the same, ask the other person to talk via text message.
- If the caller is very excited or very sad, be a mirror of their emotions. Don't show too much opposite emotion. For example:
+ Bro, the customer agreed to sign the contract! Yeah!
+ Wow! I'm so happy! (in a cheerful voice) That's great, have you told anyone?
+ No, you are the first!
+ Yes, call your boss, I'm happy for you too! Congratulations!
- If you are tired and do not want to answer the phone? It is best not to answer the phone in the first place. However, if you have already answered the phone and the other person is talking for too long, you can apologize by saying that there are unexpected guests at home, or there is an urgent matter, or the boss is calling, or a customer is coming, etc.
- A stranger calls you and says they know you and asks you to guess who they are. Say, "Sorry, it's hard to tell who you are on the phone. Who are you again?" If the person continues to ask you to guess who they are, just repeat the question.
Just now: "Sorry, it's hard to tell, we're talking on the phone. Who are you again?" in the same tone and inflection as before, now the other person will correct it.
- Today's phones have an additional function of "displaying desired information" when making an outgoing/incoming call. For example: If you want to display information on the caller's screen, the function of displaying the phone owner's information
6.6. Messaging:
Follow the same time and content rules as the phone. However, you need to polish it before sending the following 3 questions:
a. Is it polite? For example:
+ Have you said hello yet?
+ Have you introduced yourself (if this is your first message)?
+ Is there a violation of ethical standards?
(Because messages are text, they can easily be posted on the internet if the other party has malicious intentions, so absolutely do not use words that violate ethical standards or the law)
+ Do not use ALL CAPITAL LETTERS because this is like "shouting" at the other person, which will be considered rude.
b. Is it easy to understand? For example:
+ Are there any spelling mistakes?
(This error is very common, sometimes the sender types too fast, leading to text errors, making it difficult to understand when reading)
+ Words without any accent marks cause misunderstanding?
(Should write all accented words)
+ Is the expression easy to understand?
+ Use line breaks and bullet points to separate ideas if the content is long. If the content is long, it is more convenient to call than text.
c. Is it dry?
Because the text is stripped of its tone and only symbols remain, it can easily become dry, abrupt, and monotonous. Therefore, you need to check the "emotional color" of the message to avoid hurting the other person when reading.
For example:
+ You can add appropriate emotional language such as: "nhe, nha, nghen" if the other person's position is equal to or lower than yours.
+ Add honorifics: "yes, sir" if the other person has a higher position than you.
+ Add simple emoticons like ":) or :D or ^^" if you want to soften/teenage/fun the message.
+ Avoid using single, abrupt words to reply, such as a message that only has one word:
* Ok!
* Yes!
* Thanks!
* Okay!
* Good!
* Yes!
Some other notes:
+ If you "chat" back and forth continuously via text message, the younger person always has to be the one to end it last.
+ Birthday greetings: should be interesting and realistic, not boring like "HPBD!" or "SNVV"
+ Holiday greeting messages: must include the recipient's name in the message content, avoid sending one message to many people, making the recipient feel like you are "spreading" messages indiscriminately without any sincerity in the greeting.
EXERCISE:
Text at least 10 people in your contact list. At least 5 of them should be people you haven't heard from in a long time. They will be very surprised!
PART 7. EMAIL COMMUNICATION SKILLS
7.1. Email address:
a. Should avoid:
- Email addresses are too silly, like: cobedaden081297@gmail.com hauduemattroi2000@yahoo.com tieu_thu_internet2017@yahoo.com
- Email addresses are too difficult to remember, like: suny992966@gmail.com shark_051297_nxq@gmail.com
- Email address is too long, such as:
nguyentranquynhnhu_digitalmarketing_1507@gmail.com
b. Should:
Make your email address professional and memorable. If possible, include your professional name in your email address.
For example:
nguyenxichchau@gmail.com anhtuan.copywriter@gmail.com
khachieutamly Giaoduc@gmail.com
EXERCISE:
Review your current email address.
Suppose if you are a working person, does your current email address matter?
If so, choose a new email address to ensure professionalism.
7.2. Email information:
+ Neat avatar, avoid being silly
+ Status line should express positive emotions (avoid gloom, obvious sales)
For example:
The following character has a relatively positive status, however the avatar is a bit childish, not suitable for communication at work.
+ The digital signature at the end of the email should include enough necessary information for the recipient to know who you are, contact address, contact phone number...