Summary
As this chapter ends, you are expected to understand the following:
Key principles of telephonic communication
Telephonic communication between employees
Telephonic communication between customers and employees
Telephone etiquette
In the next chapter, we will discuss the nuances of face-to-face communication. It hovers around the various channels that exist in face-to-face communication, voice intonations, and facial expressions. We will take a deeper look into body language. Conflict management, a clean desk, and personal appearance are also discussed in this chapter.
