Zásady správneho telefonovania

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  • Přidal/a: anonymous
  • Datum přidání: 23. července 2006
  • Zobrazeno: 3829×

Příbuzná témata



Zásady správneho telefonovania

Treba rozlišovať:

oznamovací tón /-.-./ - ústredňa je pripravená, môže sa voliť číslo, obsadzovací tón /..../ - volaný účastník je obsadený, treba položiť mikrotelefón a voľbu opakovať po dvoch až troch minútach,

vyzváňací tón /----/ - spojenie sa uskutočnilo, u volaného účastníka vyzváňa telefónny prístroj,

odkazovací tón /_–-/ - volaná stanica nie je zapojená, bola zrušená, prípadne má zmenené prípojné číslo alebo má poruchu.

Pri voľbe čísla na rotačnej číselnici sa nemá brzdiť, spomaľovať ani zrýchľovať chod číselnice. Číslice treba vytáčať plynule, bez dlhších prestávok. Po nadviazaní spojenia sa treba navzájom predstaviť menom alebo číslom stanice, prípadne oddelením. Aj krátky pozdrav po ohlásení je vhodný.

Ak vychádza podnet na telefonovanie od volajúceho, mal by si informáciu a otázky vopred pripraviť. Treba pamätať na to, že volajúci nevie, kto obsluhuje u partnera telefón, preto treba hneď povedať, o čo ide, aby partner mohol:

a/ upriamiť sa na problém,
b/odkázať volajúceho na iného, lepšie informovaného pracovníka.´

Rozsiahle informácie si treba rozčleníť do jednotlivých častí, lebo partner nemôže naraz postrehnúť príliš veľa detailov.

Medzi detailnými informáciami treba robiť krátke prestávky, aby sa partnerovi umožnilo dávať medziotázky.

Svoju pozornosť môže telefonujúci preukázať len krátkymi súhlasnými poznámkami /áno, rozumiem/ alebo krátkymi, účelnými medziotázkami. Niekedy, keď jeden z telefonujúcich dlhšie hovorí, môže vzniknúť dojem, že partner ho nepočúva.

Dôležité alebo rozsiahle výsledky rozhovoru treba zhrnúť a prípadne dodatočne písomne zaznamenať.

Rozhovor viesť v zdvorilom tóne, na poznámky partnera reagovať pokojne. Zbytočne nepoužívať slová „haló“, „kto tam?“

Vyslanie správ a dokumentov
Podľa pokynov výrobcu skontrolovať, či je v pamäti uložené telefaxové číslo volaného. Vložiť do podávača dokumentov určené na prenos /podľa pokynov výrobcu/. Ak sa bude len telefonovať, bez prenosu dokumentov, zodvihnúť slúchadlo. Stlačiť tlačidlo volaného účastníka /fax automaticky vytáča číslo a prenáša dokumenty/. Ak nie je potrebné odoslať dokumenty, uskutočniť klasický telefónny rozhovor.

Príjem správ a dokumentov
Nastaviť fax do režimu nepretržitého prijímania správ a dokumentov.

Ak prístroj zvoní ako telefón, zodvihnúť slúchadlo a uskutočniť klasických telefonický hovor.

Prenášaný dokument prístroj vytlačí na faxový papier, odreže ho podľa veľkosti originálu a prenos ukončí vysunutím dokumentu z odkladača správ.

Najrozšírenejším prostriedkom spojovej techniky dnešnej doby je telefón. Umožňuje účastníkom telefonického styku ústne odovzdávanie informácií. Miestna i medzimestská telefónna sieť sa ustavične rozširujú. Zavádza sa stále viac automatických telefónnych ústrední, ktoré umožňujú volať číslo účastníka priamo pomocou smerového čísla ako predvoľby v medzimestskom telefónnom styku.

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