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Running head: COMMUNICATION MANAGEMENT– WIKI
Communication Management-Wiki
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Institution Affiliation
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COMMUNICATION MANAGEMENT –WIKI
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Effective Telephone Work
Telephone etiquette is crucial in communication. Making a call on behalf of the organization
leaves the respondents with a good impression of the organization (Forgays et al., 2014).
Telephone work may involve activities such as: answering calls, making calls, handling rude
and impatient callers, placing calls on hold, transferring calls, and taking messages. According
to Forgays et al. (2014), the BLESS framework is the basis for telephone etiquette. Firstly, the
caller must be likable. The caller must be patient and tolerant of every respondent. Also, he or
she should try as much as possible to answer the concerns of the respondents. Secondly, the
caller must lead the conversation. He or she should introduce himself or herself and clearly
state the reasons for calling. Thirdly, the caller should sum up the discussion. After listening
and addressing the whole message, the caller can take some time to make the respondent
through the news once again in summary, if there is a need. Lastly, the caller should say,
“thanks.” This word is not only courteous but also a signal of the end of the interaction. Every
call should adopt this framework whenever mak…
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