1.2.3. Scan the text and find an answer what successful phone call depends on. Is it difficult for a businessman to maintain good telephone etiquette? Telephone Etiquette for Business

Despite the prevalence of email, telephone calls are still very common in the business world. Even if you do not have a traditional phone, you probably have a cell phone. Displaying proper etiquette on the phone is essential for all aspects of a company - from keeping customers coming back to negotiating business deals.

Even though you may never see the person on the other end of the line, you can still show courtesy and respect. Instead of giving off good body language, a successful phone call depends on the tone of your voice and empathy for the other party, according to communications consultant Neil Payne. You would not, for example, want to call an associate on the other side of the globe during your business hours because it is probably the middle of the night for him.

What you actually say comprises only 30 percent of a person's first impression of you when you make a call, according to Binghampton University Division of Student Affairs. The other 70 percent comes from your voice. Even if a person cannot see you, they can usually tell if you have a smile on your face, and will notice the energy in your tone.

Learning good telephone etiquette will help every aspect of your business. Customers appreciate when they call a business and have an excellent conversation, which could keep them coming back to your company.

If you call anyone, especially a professional, you have never met, always give your name, a sentence or two about who you are and then the reason for the call. Ask persons calling if you can put them on hold instead of telling them or doing it automatically. Avoid personal matters and informal talk until you get to know the individual. (http://smallbusiness.chron.com/telephone-etiquette-business-2910.html)

1.2.4. Read the text ‘Telephone Etiquette for Business’ again more slowly and make up 6-8 questions based on the text.

1.2.5. Read the text below, summarize it and present your summary to the class. Rules of Etiquette for Phone Skills

Your company image is everything - it can make or break your success as well as your business reputation. The telephone is the first point of contact for your customers, applicants, clients and vendors. Consequently, your receptionist, secretary or customer service representative should demonstrate professionalism during every telephone call.

Your business should have a formal greeting, and for some businesses, a scripted version for answering telephone calls. A businesslike greeting includes a "good morning" or "good afternoon" followed by the name of the business and the name of the department or the person answering the call. For example, "Good morning, Business Communication Central, Susan Martin is speaking. How may I direct your call?" Experienced receptionists, secretaries or call-takers are accustomed to answering business phones and can script a greeting that's both pleasant and professional.

Callers don't like to wait too long for the phone to be answered, otherwise they may assume your company is closed for the day or that you're too busy to tend to customers' needs. As you set guidelines for answering calls, make it your company's goal to answer telephone calls by the third ring.

Don't answer telephone calls when you're chewing or drinking.

Unhappy clients have been known to take out their frustrations on the first person they encounter when they call to complain about a product or service. The key to maintaining excellent customer service is to refrain from responding in-kind to a rude customer. Providing training on conflict resolution and interactions with irate customers is an effective method to providing call-takers with solutions on how to handle disgruntled callers.

Transcribing messages is a critical aspect of professional telephone etiquette. A complete phone message should include the caller's name, the person he is calling, a briefly stated reason for the call and a number where the caller can be reached. This goes for voice-mail messages and written messages. If you're leaving a message for someone, follow similar guidelines. Always speak clearly and slowly when you're recording numbers on a voice-mail greeting, and repeat the number so you give the listener a chance to jot down the number. (http://smallbusiness.chron.com/rules-etiquette-phone-skills-workplace)