The document discusses telephone etiquette and proper handling of telephone conversations. It describes how the telephone was invented by Alexander Graham Bell in 1876. It differentiates between formal and informal telephone conversations, providing examples of each. It also lists tips for handling telephone calls, such as picking up on the second ring, speaking clearly and directly, and offering additional assistance before concluding the call.

1. Telephone
Etiquette
TIEN YULIANTI
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2. Introduction
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 Telephone is invented by
Alexander Graham Bell in 1876
 Telephone is device for
communication especially speech
 Tele means long distance
 Phone means sound, voice, speech

3. Daengtien's 2023 HANDLING TELEPHONE 3

4. Person in Conversation
Receiver
Person who receive the call
Caller
Person who make a call
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5. Telephone Conversation
Formal Situation
 Office
 Business
 Client
 Boss
Informal Situation
 Home
 Relative
 Friends
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6. Conversation in Formal Situation
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Receiver : Good morning, PT ABC, Diana ‘s speaking
Can I help you?
Caller : Good morning, I am Susan, Mr. Hendrawan secretary
from PT Sejahtera
Receiver : Ok, Miss Susan. What can I do for you?
Caller : Miss Diana, My Director want to meet your Director to
talk about the follow up of last meeting. Can you
arrange the time?

7. Conversation in Formal Situation
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Receiver : Well, Miss Susan. I will ask my Director about the time
and I will call you if I have the schedule. Any other,
Miss?
Caller : No, thank you. I will wait your call.
Receiver : Ok, Miss Susan. Good morning
Caller : Good morning

8. Telephone Memo
After receiving the call,
The receiver make a note
from the conversation in
Telephone Memo
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9. Conversation in Informal Situation
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Receiver : Hi ,,, how are you, Rudy?
Caller : Hi, Andi. I am fine, thanks
Are you free? Let’s go to Julian’s home. He asks me to
call you and visit him. He has something to give us.
Receiver : Ok, I will. Pick me up, please. My motorcycle is with my
brother’s
Caller : Okay, I am on the way

10. Tips of Handling Telephone
 Pick the phone on the 2rd ring with left hand
 Smile when starting to speak
 Speak friendly clearly, and direct to the point
 Control the volume, tone, and intonation
 Ask the caller identity and the need
 Convince the topic before closing
 Offer another help
 Say thank you
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11. Tien’s
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