One of the most common things we do on a day to day basis is communicate with other people. Good communication can lead to a better understanding of people and perhaps more importantly, allowing others to fully understand us. This is especially important in business.

Communication means have changed dramatically over the years, with the introduction of modern telecommunications such as faxes and email, but still the most widely used communication tool is the telephone. The telephone is a very powerful tool, especially when used within a business environment and many people underestimate its importance and more importantly, the importance of the person using it.

When a potential client phones a company, their first impression of that company is created by the person who answers the phone. In order to ensure that the caller develops a positive image within their mind, the person answering the call must be efficient, confident and capable of inspiring confidence in the caller. It is a very big responsibility but by examining existing skills and practising new ones this challenge can be met, and the standards maintained.

Professional Telephone Techniques

When answering the telephone always remember:
You are aiming to make the caller pleased that they chose to call your company
You are aiming to impress the caller with your courtesy and helpfulness
Answer the telephone with identification

While on the call:

Remember to ensure your opening greeting identity’s you and your organisation clearly, by speaking into the mouthpiece. Always ask for the caller’s name and use it, it gives the impression of friendly familiarity. Speaking in a warm, interested tone will add to this.

If you have to ask the caller to wait – explain why. In this situation, service your call on hold every 30 seconds and thank the caller for waiting. Make the caller feel that you are anxious and willing to help; if you agree to call back at a specific time, call – even if you have been as yet unable to attend to the query or request.

Attend to a query immediately or you may forget. If there are other priorities, write down the query. Let your caller hang up first and say “Thank you for calling”

As with any form of communication, when speaking on the telephone, there are
certain elements which will effect the ease with which you communicate and also the understanding of the message that you are trying to get across. Comparing the use of the telephone to such methods as letter writing or face to face meetings, it is easy to see that the telephone has a lot of limitations. There is no written word to read, therefore retention of what you have said is difficult. There is no body language, just your voice to make that important impression. Using the voice correctly involves paying special attention to three areas. These are.

A – Speed
B – Clarity
C – Tone

A – Speed
Speaking too fast automatically creates barriers, and confusion. The caller will find it difficult to grasp what you are trying to say. When making outgoing calls you are prepared and [hopefully] know what the call is about. The person at the other end of the line was probably not expecting the call and almost certainly was involved in something completely unrelated at the time.

When answering calls, slow down, think before you answer any queries or questions.

B – Clarity
Avoid mumbling. Speak clearly and distinctly but avoid compensating for this by shouting.

C – Tone
Speed and Clarity may be fine but this means nothing without a positive tone. No matter how bad your mood is, don’t let it show in your voice. Sound friendly and cheerful, even if it is killing you.

Listen!
Another important communication skill essential while on the telephone is listening. Listening to customers is perhaps one of the most important things that anybody can do. Ask questions and then step back. Try not to prompt too much. Allow them to have their say.

Good, professional telephone skills are paramount for a company’s reputation. It is the first impression a potential customer has of the company and sets the standard for future business.

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Creativity is the real genius. Intelligent children learn fast, and apply their knowledge in everyday life situations. But – inventing something new, creating something original, that is real genius. We always admire originality, whether it is original artwork, an original story, or an invention that can make life easier for many people.

How can we teach our children creative thinking? How can we teach them the habit of thinking “outside the box”?

Here are a few easy and fun suggestions for activities that will go a long way toward developing this very valuable skill of creative thinking in your child. Slight adjustments may be needed for your child’s age and skill.

1.  Play the following game: one person starts telling a story. He stops after a few sentences, and the next player continues his story. There is no limit to the number of players. It is a great idea to record the story, so that it can be distributed to the participants later, for the enjoyment of everyone. This is a very fun activity that trains your child (and you too, if you are participating) to think creatively.

2.  Prepare a series of pictures. The pictures can be taken from a book, from several books, from newspapers – or even downloaded from the Internet and printed on a home printer. Put the pictures next to each other, and let your child tell a story, using those pictures. You can take turns, your child and you, developing the story based on the pictures. This game can have several variations: put the pictures face down on the table, then turn them over one by one, to continue the story. Gradually increase the speed of turning the pictures over, so that the story teller has to come up with the story continuation faster and faster. When you are done with a set of pictures, just change the order, and see if your child can come up with a different story, based on the new order.

3.  Prepare a series of words written on cards. Play the same game – tell a story using these words. You can use the same variations as above.

4.  Play a piece of classical music, and let your child tell you what kind of mood does this music create, what kind of story does this music tell?

5.  Play a piece of music, and have your child paint a picture that shows the mood this music creates, or tells the story this music is telling.

6.  When your child comes up with a story in one of the previous activities, ask your child to change the story in order to change the mood. For example, if the story is sad – can he change the story to be happy? Can he change it to be a mystery? Can he change it to be a comedy, or a funny story?

7.  When reading a book with your child, always ask open ended and thought provoking questions like: How would you handle this situation? What could the character do differently? How do you think did the character feel?

8.  Print several pictures on paper. (You can use cardboard if you’d like to make the pieces more durable). Cut each picture into 9 parts (or more, if you want to make this game more complex). Now let your child put the pictures back together. After putting all pieces back together into the original pictures, you can mix the pieces, so that your child can create new pictures, combining pieces from different pictures. Start with two pictures mixed together,and advance to more and more pictures. Start with bigger pieces, cutting the picture into 4 parts only, and advance to smaller and smaller pieces, cutting the picture into more and more pieces. Also, use more and more complicated pictures, that include more details.

9.  Play “pretend” games with your child often, or use “role playing” with your child. When you read a story, ask your child to play the role of his favorite character.

10. When your child has friends visiting, have them come up with a short play and perform it for the parents. This is always a fun activity for the children, and it also keeps them very busy.

11. Encourage your child to paint a picture of an object. Then have him paint it in different colors. For example, ask your child to paint or draw a bunch of fruit. Then have him change the colors of all the fruit. Have a red banana, yellow apple and so forth.

12. Choose a day a week, and have all family members do their routine activities in a different way. For example, brush their teeth in a different way than usual. Take a different way to school. Sing instead of talking. Get up earlier, and and play a new game. Walk backwards… Be creative, and encourage your child to be creative too.

13. Don’t ever discourage your child from using his imagination. If your child tells an imaginary story, always praise him and acknowledge the creativity. If your child comes up with an original answer to a question, even if the answer is incorrect, acknowledge creative thinking.

14. Keep your eyes open for any signs of creativity and originality. Always praise and encourage these traits.

Have fun, and enjoy! To your child’s creativity!