DICTATING AND TELEPHONING

 DICTATING:

Dictation is an oral communication between two persons (usually an executive and a secretary). The executive speaks (dictates) a message to the secretary, who transcribes the spoken words into a Written message that is to be sent to addressees.

Importance:

The person who can dictate messages clearly and quickly saves time and money for the employer, and who indirectly help build company goodwill .On the other hand, poor dictating habits result in confusions, errors, costly damages, loss of company goodwill, and damages the executive’s status.

SUGGESTIONS FOR BETTER DICTATION:

Following are the suggestions for improving dictating habits:

Preparation before Dictation:

Preparation before dictation requires the executive to –

i. Know the purpose.

ii. Visualize the reader.

iii. Consider the secretary.

iv. Collect all facts needed for the contents of the message.

v. Prepare an outline, with main points on paper or in mind.

Good Dictating Techniques:

Good dictating techniques include the following:

i. Dictating in a language that possesses all the C’ qualities.

ii. Dictating from the outline (prepared in advance).

iii. Clear pronouncing.

iv. Clarifying the confusing words and figures e.g. “E” may be clarified by saying “E for

elephant” and “Sixty” by “six zero”.

v. Spelling the unusual and confusing words and names.

vi. Giving instructions for number of copies, reference, subject, ordinary or registered mail,

etc.

vii. Dictating punctuations.

viii. Maintaining acceptable speed.

ix. Avoiding environmental disturbance.

x. Providing written material when there are tables of numerous figures.

xi. Setting a time free from interruptions by telephone or callers.

xii. Developing and using simple abbreviations and code words, e.g. “SRM” for “send by

registered mail”.

xiii. Dictating only the basic ideas (allowing the secretary to compose the complete

message) when the message is of routine nature and the secretary has adequate

information and ability.

FAULTS OF DICTATION

DICTATION has certain faults if it is not properly delivered which is evident from the complaints

received from secretaries who get the dictation. Such faults may arise from careless handling of the

situation by the executives.

However, some specific faults may be traced in the following points:

1. Lack of proper enunciation.

2. Lack of patient hearing.

3. Lack of care by the person giving dictation.

4. Lack of interpretation by the person getting dictation.

There is no specific suggestion to stop definite mistakes. In any case, the situation of dictation can

improve if the following points are taken into consideration.

a) Dictation should be given from an outline well prepared.

b) Enunciate clearly in words and figures.

c) Spell unusual words, names and sounds.

d) Dictate special instructions in the beginning.

e) Dictate punctuation, paragraphs, and quotations.

f) Dictate at normal rate with ease.

g) Dictate less and delegate more.

h) Get prepared to interpret properly.

TELEPHONING:

For business and professional use, the telephone is an effective oral communication tool and

one of the most important channels of communication. Often a telephone conversation can  take the place of two written messages or a face-to-face interview. In most of the cases communication through telephone is comparatively less time taking and more economical.

Telephone talks are also more effective in some cases than the written messages. Something difficult to say in face-to-face interview, can be easily said on telephone. The time that phone calls save to handle certain inquiries and business is valuable for both the callers and the respondents. Business may also sell goods and services through telephone calls. It is a medium, which helps contact more customers, more frequently at lower cost, and earns money from sales. The telephone is therefore, useful in saving money, time and labour, and increasing efficiency and revenue.

Suggestions for effective telephoning:

Telephoning to be effective requires:

 (a) preplanning by the caller, and

 (b) desirable behavior during conversation by the conversing persons.

Preplanning:

Before calling, the caller should:

i. Know the specific purpose of the call.

ii. Know the person to be called.

iii. Consider the best time to phone.

iv. Plan the opening statement.

v. Jot down the questions to be asked.

vi. Have paper and pen handy for note taking, and

vii. Place near the phone any figures, file, correspondence or whatever may be necessary

for reference.

Desirable behavior during conversation:

Called should:

i. Confirm whether the desired person or office has been connected.

ii. State the purpose of the call at the beginning.

iii. Summarize the main points before closing, and

iv. Thank the listener and let him / her hang up first.

Respondent should:

i. Respond promptly with a clear pleasant voice.

ii. Greet the caller by saying “ASSALAM-O-ALAIKUM” and mention at the beginning

his or her (respondent’s) name ad office.

iii. Answer all questions asked.

iv. Give extra information if relevant.

Both Persons should:

i. Smile, because the tone of a smiling speaker’s voice sounds pleasant although he / she

are not seen.

ii. Try to make the conversation interesting.

iii. Listen without interrupting the other person.

iv. Listen for the tone of the other person’s voice.

v. Hold the phone mouthpiece about ½ inches from lips.