NIOS Class 12 English: Chapter 29 Summary of- ‘CONTROLLING STRATEGIES and OUT-GOING CALLS’

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Section 29.1 Summary of – ‘Controlling Strategies’

• Controlling a conversation is an important skill which helps in effective communication and message taking and giving. Here are some strategies to get better control over conversation.
• Control on conversation is become necessary because of most of the callers tend to chat, talk unimportantly and keep the telephone lines busy unnecessarily.
• It is important to know what information is needed and how to give brief and direct information without giving offence.
• Sometime situation becomes difficult to handle let us lookup upon some of the common problems and tips on how to deal with them.

Problem – 1 Message Not Clear

Many time disturbing sounds and noises comes in the background due to which the message gets disturbed. And in some of the situation people can՚t understand actual important details because of long or difficult answers.

Example – I

Here you will notice that simple information was asked that when the people starts work in Japan but Nakatane had made the massage difficult by giving such big massage which was not needed at all.

Example – II

Here the message is not clearly stated so receptionist has to clear it by asking again and again.

Problem – 2, Multiple Enquiries

• It՚s difficult for receptionists to perform multiple tasks at the same time whether they were at reservation and cancellation counter, newspaper offices, hospitals, etc.
• They need exact details and noting down while attending to other tasks such as collecting gate-passes, handing over brochures or any other is difficult.
• But callers may not aware of this all for example; one may speak too quickly or too softly.
• So here are some tips to keep control of the conversation:

Ask the other person to slow down.

• Could you speak a little more slowly, please? Ask the other person to repeat key facts.
  • Could you repeat the dates, please?
  • Can I have you name again, please?
• Ask for information in the order according to need.
  • Can I have your flight number first, please?
• Ask the other caller to spell his/her name or place names in addresses.
  • Could you spell that, please?
• Make a check list of points which should be covered in call before making call.

Section 29.2 Summary of – ‘Out-Going Calls’

Out-going calls means calls from users to destinations outside of the customer service.

Let՚s understand it with some examples:

Example 1:

(Through Extn,) (Connects the two) .

Here this example shows how to gets control over out-going calls.

Example 2:

Section 29.3 Summary of – ‘Dialogue Analysis’

Mostly similar kinds of expressions are used in out-going and in-coming calls. But there are some differences and they are as below:

Giving Identity for Out-going calls:

• Good morning, Operator here. Can I help you?
• Switch board, what can I do for you?
• Reception, Operator speaking.

In the case where you call inside your factory or office you might not need to give your introduction in incoming calls but in the case, you got call from outside of entity you must give your complete identity so the caller got the right extension.

Caller giving identity in In-coming calls:

• Sharma here.
• That is the director speaking.
• Hello, there՚s work for you.

However, the caller does not need to introduce his/her self if he/she has worked in a place for some time will recognize persons from their voices.

Caller excuses himself: — Please hold the line while I find out.

And gives reasons before. Would you mind holding on while I look into the.

Leaving a call hanging:

While you are doing out-going calls, you might have to ask to do particular task such as find out a particular number, get information and then pass on the message. So make list of most of the common information that you might get inquiries for example:

Lastly, priority list is the must as it an important to put official call at first over the personal calls.