日本財団 図書館

共通ヘッダを読みとばす


Top > 社会科学 > 社会 > 成果物情報

“HOW TO WIN PUBLIC CONFIDENCE AS COVERNMENT OFFICIALS"-100 Sheets for Effective&Efficient Public Administration

 事業名 開発途上国等の公務員の人材育成に関するプログラムの開発
 団体名 公務研修協議会 注目度注目度5


Sheet 94

 

TELEPHONE ETHICS HOW TO MAKE CALLS

 

The telephone is the invisible service counter of an organization. A prompt and efficient manner in which to make a call will leave the other person with a good impression while a bad attitude and unnecessary calls will create a poor image for the organization.

 

1 Good Preparation

 

(1) Confirm the telephone number before lifting the handset. Make a list of the telephone numbers of parties you call frequently.

(2) Confirm the other person's name and title before you call.

(3) Use the 5WIH method to jot down the key points of your call.

(4) Gather together first all the stationery, documents and materials that may be required.

 

2 When the Call is Answered

 

(1) Once the phone is picked up, make a polite greeting, and follow this by introducing yourself and your organization.

(2) Identify the other person before going into the purpose of the call.

(3) If you have called a wrong number, apologize politely, and replace the handset only after the other person has hung up.

(4) State the purpose of the call clearly. Convey the key points before going into details; in this way, you may effectively communicate without confusing the other person. Avoid making the call unnecessarily long.

(5) When the issues are complicated, summarize the key points again at the end of your explanation.

(6) Even if the matter is urgent, always confirm with the other person that they have the time and want to listen to you, before starting to address the issues. Where time does not permit, simply convey the key points, and call again later to explain the details.

(7) When you cannot hear the other person very well, let them know politely, by asking e.g. "Is this a long distance call ?"

(8) If the line is cut off unexpectedly, the original caller should make the call again, and begin with "I am sorry the line was interrupted" regardless of which party was actually responsible.

(9) If the person you wished to speak to is not there, either leave a message or explain that you will call again. Where it is not impolite, request that the other person return your call and leave your name and telephone number.

(10) End the telephone conversation politely with appropriate words, and replace the handset quietly.

 

3 Points to Note for Answering / Fax Machines

 

When leaving a message on an answering machine or sending a fax, be aware that your message or fax may be heard or seen by someone other than the person you wished to communicate with. Where the issue is sensitive, just leave a brief message on the answering machine, stating that you will contact them again later. In the case of a fax machine, be sure to let your counterpart know in advance of your intention to fax.

 

 

 

BACK   CONTENTS   NEXT

 






サイトに関するご意見・ご質問・お問合せ   サイトマップ   個人情報保護

日本財団会長笹川陽平ブログはこちら

日本財団図書館は、日本財団が運営しています。

  • 日本財団 THE NIPPON FOUNDATION



ランキング
注目度とは?
成果物アクセスランキング
3,580位
(34,899成果物中)

成果物アクセス数
1,893

集計期間:成果物公開〜現在
更新日: 2022年8月6日

関連する他の成果物

1.信頼される公務員になるために?効果的・効率的な公務遂行のための100シート?
2.「開発途上国等の公務員の人材育成に関するプログラムの開発」の報告書
3.将来あるべき人事管理を考えるための基礎調査(平成10年)
  [ 同じカテゴリの成果物 ]


アンケートにご協力
御願いします

この成果物は
お役に立ちましたか?


とても役に立った
まあまあ
普通
いまいち
全く役に立たなかった


この成果物をどのような
目的でご覧になりましたか?


レポート等の作成の
参考資料として
研究の一助として
関係者として参照した
興味があったので
間違って辿り着いただけ


ご意見・ご感想

ここで入力されたご質問・資料請求には、ご回答できません。






その他・お問い合わせ
ご質問は こちら から