Page 20 - ภาษาอังกฤษสำหรับเจ้าหน้าที่สำนักงาน

5-10 ภาษาอังกฤษสำ�หรับเจ้าหน้าที่สำ�นักงาน

the voice at the other end of the line. You always have to depend on your voice to project a
pleasant, businesslike attitude and to give the caller full attentions. Both what you say, and
how you say it, are important.

Here are some of the guidelines in answering the telephone:
Answer promptly. The telephone should be answered promptly, on the first or second
ring, and should be answered at all times. The unanswered telephone conveys an image of
inefficiency.
Give proper identification. Callers cannot see the person on the other end. They need to
know whether they have reached the right companies, offices, and employees. In answering an
office or departmental telephone, office staff ought to identify both the office and their names.
Be ready to write information. Besides picking up the receiver right away, office staffs
should always have a pad, pencil and message form near the phone so that they can take
notes or messages without having to ask the caller to wait.
Be courteous. A greeting is a countesy that many callers expect. During telephone
conversations, you should be courteous and make a special effort to be helpful. The person
who initiates a telephone call should terminate it. Wait for the caller to hang up the receiver
first. You can bring the call to an end by thanking the person for calling, suggesting that you
will give the message to your boss, or whatever is appropriate.

Adapted from: Jennings, L.M. (1993). Seeretarial and administrative pracedures. Englewood Cliffs, N.J.: Prenlice-Hall.

Activity 2 Comprehension Check
Answer True (T) or False (F).

1. The telephone is necessary for large organization, but not for small organizations.
2. A new office worker usually has to be involved in handling incoming calls.
3. A n office worker should convey an image of efficiency through the voice when

answering the telephone.
4. The purpose of giving identification is to attract the caller’s interest.
5. It is suggested that the office staff be courteous and helpful, and ready to take

messages at all times.
6. W hen answering a departmental telephone, the office staff should identify not only

the office names but also their names.
7. A caller should be the one who ends the telephone conversation and hangs up on

the receiver first.
8. One way of bringing the call to an end is to thank the caller for calling.