TELEPHONE ETIQUETTE (KCSE ENGLISH)

TELEPHONE ETIQUETTE

(Etiquette in telephone conversations)

 

Objectives

By the end if this lessons the learner should be able:

  a)        Explain the meaning of etiquette

  b)        Use etiquette in telephone conversation

 

Like we discussed in our form one lesson, etiquette is the customary code of polite behavior in a society or among members of a certain professional group. Simply put; behaving in a socially acceptable manner or observing good manners.

When carrying out a telephone conversation, we ought to behave politely and properly.

 

When receiving a telephone call it is good manners to do the following;

·         Answer the call by the second or third ring.

·         Greet the caller warmly in order to establish good rapport

·         Provide the name of the company, firm, organization or house number and your name.

·         Ask the caller how you may be of assistance 

·         If the call is on behalf of another person, request the caller to leave a message. Write down the message clearly and politely request the caller to clarify any information that is vague or scanty.

·         Speak politely, clearly and with genuine concern. Remember to use the magic courteous word like please, thank you and sorry.

·         Thank the caller before you bid him or her goodbye.

·         Do not bang the receiver even if the caller is rude. Maintain a pleasant countenance.

 

What to avoid when speaking on the phone

·         Impolite language

·         Rude interruption

·         Divided attention

·         Impatience 

·         Name calling

·         Sarcasm 

KCSE SAMPLE QUESTIONS ON TELEPHONE ETIQUETTE 

KCSE ENGLISH KCSE 2020 Paper 1 

Read the following conversation between Hamisi and the Secretary of Walimu Wema College and answer the questions that follow.

 

Hamisi: Hello

Secretary: Who are you?

Hamisi: I am Ian Simiyu. Is that Walimu Wema College?

Secretary: Yes. What do you want?

Hamisi: I would like to talk to the Pri …

Secretary: The Principal is not in.

Hamisi: I wanted to inquire about requirements for joining the college.

Secretary: There’s no room for more students.

Hamisi: Could you kindly tell me about the next intake?

Secretary: I don’t know. You will see the advert in the newspapers. (Hangs up)

 

(I)                 Identify the shortcomings in the Secretary’s responses. (3 marks)

 

(II)                Correct any three responses of the Secretary to ensure that they adhere to telephone etiquette. Write your responses in the table below. (6 marks)

Next we analyse oral skills notes on interviews.