Reflective Paper ASM 403 UiTM 2020 Administrative Procedure PDF

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REFLECTION PAPERASMEFFECTIVE TELEPHONE COMMUNICATIONMUHAMAD ARIS FIRDAUS BIN MOHD YUSOFF2020644756NBSA1AREFLECTIVE PAPEREFFECTIVE TELEPHONE COMMUNICATIONIntroductionTelephone is a telecommunication device that permits two or more users to conduct a conversation when they are too far apart to be hear...

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REFLECTION PAPER ASM403

EFFECTIVE TELEPHONE COMMUNICATION

MUHAMAD ARIS FIRDAUS BIN MOHD YUSOFF 2020644756 NBSA1A

REFLECTIVE PAPER EFFECTIVE TELEPHONE COMMUNICATION

Introduction Telephone is a telecommunication device that permits two or more users to conduct a conversation when they are too far apart to be heard directly. Communication is the act of conveying meanings from one entity or group to another through the use of mutually understood signs, symbols, and semiotic rules. The main steps inherent to all communication are the formation of communicative motivation or reason. Effective telephone communication involves the combination of good verbal skills with unobtrusive telephone technique. Even the smoothest talker can be off-putting if they have poor telephone communication technique. Conversely, an excellent telephone technique will not compensate for poor verbal communication skills. The key to success is in finding a balance between the two.

Summary of The Paper Tone •

Speaking using the right tone when speaking on the phone is very important during this pandemic. When talking to colleagues, we should use the right tone to avoid misunderstandings with each other. This is because we do not speak face to face and do not know their reaction when speaking.

Use Good Word When Communicate •

Choice of word for telephone communication must be simple and easy to understand. Why? Because telephone is limited interaction and very hard to provide non-verbal communication. So the message need to be short but full off content. With this pandemic situation, every employee needs to be sensitive to the information received so as not to misinform because they will receive various department or colleagues.

Work From Home (Less Face To Face Communication) •

Working from home as a result of this pandemic caused many employees to use telecommunication devices such as telephones to communicate with colleagues to discuss work and so on. For this situation, the telephone is a very important telecommunication tool to do the work. In the meantime, less face-toface conversations cause us to be more careful when talking to colleagues because we don’t know their emotions at that time.

Work Productivity Reduce •

Work productivity reduce because less direct communication and non-verbal. When employees have to work from home, employees will feel less motivated to work because they cannot meet and talk to colleagues face- to-face. They had to deal with problems at home and at the same time must do their work on time. Some employees prefer to work in the office than work at home because they are more enthusiastic and more productive.

Tendency to misunderstanding work related instruction •

The probability of misunderstanding when informing about work matters is very high. Before a pandemic occurs, employees will often get work task face-toface in the office or in the meeting. But now most of them will get task from various types of mediums. Lack of understanding of task given will cause the work to be slow to complete and cause many employees to be stressed with the situation at home and the work that need to be completed. Therefore, skills to talk on the phone is very important to avoid misunderstandings and so on.

Conclusions In conclusion, how to handle calls is very important at all times to avoid misunderstanding and so on. Word usage, intonation, orderly sentence structure, and manner of delivery are very important in communication with each other.

References: •

Blogger, (2016), Write A Summary On What Is Considered Good Telephone Etiquette. https://summary-writing.blogspot.com/p/write-summary-on-what-isconsidered.html

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Mary Nestor-Harper (February 12, 2019), The Importance Of Telephone Communication In Business. https://smallbusiness.chron.com/importance-telephone-communicationbusiness-22150.html

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Awakenimage, (August 16, 2017), Awaken Training & Consultancy Sdn Bhd, Adab Berkomunikasi Melalui Telefon Di Pejabat. http://awaken-image.com/adab-berkomunikasi-telefon/

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Effective Telephone Communication, (2020), American Bankers Association. https://www.aba.com/training-events/books/effective-telephonecommunication

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Telephone Communication, (2006), Commonwealth Of Australia. https://www.dlsweb.rmit.edu.au/Toolbox/employconsult/content/resources/03_ effective_communication/06_telephone/page_001.htm...