Comm Skills
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When you get a call on your telephone/mobile phone, it means that someone has done effort to reach you. Now what remains is the courtesy and empathy

on your part. These few minutes can leave a final impression on the callers mind. It is very crucial to get the right way, the one which is right for the conversation's health. We can understand that we are not face-to-face in this communication and the devices also have their limitations. We do not see the expressions or the gestures of the other communicator and this is what handicaps us. Yet, we have the tone and pitch, selection of words, style and structure of sentences etc. Let us learn more to find out what can be done to master this skill of communication. Before we move towards streamlining the contours of Phone Etiquettes, do remember that every mode of communication is important. This one seems simple and easy-but what is easy to see is often easy to miss.

Telephony Skills have been discussed and acknowledged as an exclusive skill domain because of the utility value it has. From personal to professional, from educational to business, from local to global, from civil to defence, it is required everywhere. At a time when India is known as the country with third highest number of mobile phone users, Phone Etiquette is what we are largely failing at. It is not just about MNCs or BPOs or Helplines of the government; rather it has a great bearing on individual's role in all domains of work. ©EklavyaParv

Attitude: The very first three-four seconds of your conversation over the phone will set the path for further interaction. If you sound unwilling to talk,the caller will be disappointed and will not be able to share the concerns. As a receiver, you need to be patient to listen to the purpose and demands. This does not mean that interruptions are not allowed;disturbance is what is not required.

 A few tips:

  •  Don't Take the call if you feel you will not be able to talk.
  • Allow the phone to ring 3-4 rings before you take the call
  • Do not eat or mumble while on call.
  • Acknowledge the words said by the caller-Do not be a wall.
  • Use descriptive Language-Hints/Cues won't work.
  • Repeat the Addresses or numbers.
  • Use 'Alphabet-Word' method to tell Spellings. (Delhi- D for Drama, E for Emotion, L for Like...)
  • Note down things that are required to be documented. Hence, Keep Pen-Paper handy.
  • Try to be enthusiastic, not over-excited. 
  • Listen Actively.


About the Author
Author: Parveen Sharma Website:
Founder and Skill Development Facilitator at UniSkills LLP
EklavyaParv is the Life Long Learning platform of UniSkills School of Skill Development, Kurukshetra (Haryana) INDIA. Working on the motivational trilogy of Enhance-Empower-Encourage, 'UniSkills' is providing learning contents to learners across the globe as its Open Educational Resources (OERs) initiative. Parveen Kumar Sharma is a Skill Development Facilitator and Founder of UniSkills. He has been working in the areas of Communication Skills, EdTech, Internet Maturity, Academic Intervention and Skill Development for a decade. His academic credentials are: M.Phil. (English), Post-graduation in English as well as in Journalism and Mass Communication. He holds a Bachelor of Education and more than 15 online certifications in various areas of learning. He is an ardent believer of Innovative Learning and has established 'EduSoMedia' (Education through Social Media) Model of Learning in HigherEd while working with his students at Amity University Noida (2009-2015). He is associated with various government and private organisations as an expert.