Professionalism in Conversation

Professional Telephone Skills

In 2013, Hanrie Fridjhon (then Hill), wrote an interesting article on professional telephone skills for the Die Burger Newspaper – Talent. When  it comes to being professional when talking to a customer or client over the telephone, there are certain words or sentences which are described as negative or positive words. Most often, people use the negative words without even noticing it. For example, here in South Africa, ‘mam’ and ‘but’ are negative words often used. ‘Mam’ is often used to address a female caller – rather ask for the caller’s name and use it. Using positive words will make for a better conversation as you build a relation with the caller.