Thatha ifoni, shayela inombolo oyifunayo bese ... Khona-ke inqubo ende yokuqala kabusha iqala. Lokhu kwenzeka nalabo abaqala ukuhlangabezana nokuxhumana kwebhizinisi efonini. Yini nokuthi ungasho kanjani, kanjani ukuthi inenzuzo kakhulu ukwethula inkampani yakho, ukuba inentshisekelo, noma okungenani ukuba izwe? Ubuciko bezingxoxo zocingo luxazulula zonke lezi zinkinga.
Kulungile kanjani ukuqhuba izingxoxo zocingo?
Iphutha lokuqala nelokuqala labo bonke abaqala ukuhlangana nokuxhumana kwebhizinisi efonini kuyisimo sengqondo sokuziqhenya ngokubaluleka kwengxoxo. Ngokuqiniseka ngokugcwele ukuthi i-interlocutor ayiboni futhi ayizizwa, umuntu angasho izinkulumo eziningi ezingavunyelwe, enze izenzo eziningana ezingadingekile ngezandla zakhe ngisho nobuso, bese uyazibuza ukuthi kungani iklayenti engasayifuni ukusebenza nenkampani yakhe. Ukuze sigweme amaphutha anjalo, sizocabangela imithetho yokuxoxisana ngefoni:
Izinkinga eziyinhloko
Ngaphambi kokuba uthathe ifoni bese ucingo, zibuze imibuzo embalwa eyinhloko:
- Iyini injongo yale kholi, futhi yimuphi umphumela wengxoxo oyilindele?
- Ungenza ngaphandle kwale kholi nhlobo?
- Ulungele ukukhuluma futhi uxoxe ngalesi sihloko? Ingabe wonke amadokhumenti akho kutholakale futhi zonke izimpikiswano zilungele? Ngempela, i-interlocutor ngeke ilinde uze uyibuke ngesikhathi sokuxoxa;
- yimiphi imibuzo ozoyicela? Ingabe uzilungiselele kusengaphambili?
- ucabange ukuthi uzoxoxa kanjani ngefoni? Ingabe ingxoxo enobungane noma ingcindezi enzima?
Isiqu sezingxoxo zocingo
Engxoxweni lapho i-interlocutor engakwazi ukukubona khona, kunemithetho eminingi, ukwephula okubhekwa njengefomu elibi. Futhi akukhathaleki ukuthi ubani omunye komunye umkhawulo wocingo. Iphutha lingakudla wena nokuthembeka kwakho kwenkampani. Ngakho-ke, luhlobo luni lwezinkulumo zocingo okufanele zibe ngokuphathelene nokuziphatha:
- uma bekubiza, thatha ifoni emva kwamasongo amabili. Hlanganisa, hlela kabusha ibhizinisi bese uyithatha;
- khuluma ngokucacile, ngokuhlelwa kwegrammatic ngendlela efanele, ngokwemigomo nangezwi elikhulu. Buka i-intonation yakho. Ungavumeli ukuthinta, ukunganakwa noma ukuphakama;
- wamukele futhi uzethule ngenkathi ingxoxo ngayinye. Futhi thola ukuthi ungaxhumana kanjani ne-interlocutor yakho;
- Cacisa ukuthi ngabe umphikisi wakho unesikhathi sokukhuluma;
- Yiba umlaleli okhuthele, phinda amagama angukhiye, cacisa futhi ungakhohlwa ukubhala phansi ulwazi;
- Uma ukhuluma, ungadli lutho futhi ungalaleli umculo. Lokhu okungenani kubi, futhi kuzokudibanisa i-interlocutor yakho;
- buyela emuva uma uthembisa;
- njalo ukubonga ngokubiza;
- uma umuntu ofanele elahlekile, cacisa ukuthi yini ongayidlulisela kuye futhi uma ungasiza.
Khumbula ukuthi noma yikuphi izingxoxo zocingo kanye nekhono lokuzilawula zixhomeke ebuhlotsheni bakho kanye nesimo sengqondo esiphathelene ne-interlocutor. Ngisho nawe uyamomotheka, uzozizwa ngezwi lakho.
Izigaba zezingxoxo zocingo
Ngokuqinisekile noma iyiphi ingxoxo inesakhiwo sayo: ekuqaleni, ingxenye enkulu nokuqedwa. Uma uhlela izingxoxo zebhizinisi ngefoni, zama ukulandela uhlelo olulandelayo:
- Ukusungula oxhumana naye (uma ufonela, bingelela umuntu okhuluma naye, uzethule futhi ubuze ifoni kumuntu ofanele, uma bekubiza ukuba ubingelela umuntu okhuluma naye, uzethule futhi ubuze ukuthi yini engasiza)
- Ukucaciswa kwenhloso yocingo. (Cacisa kusuka ku-interlocutor ukuthi yikuphi okushiwo yiyo, uma ufonela, wena ngokwakho ubeka i-crux yendaba).
- Isevisi yamakhasimende noma usebenze isicelo sakho. Kulesi sigaba, izingcingo eziphumelelayo zingenzeka uma:
- wena noma i-interlocutor yakho uchaze ngokucacile futhi ngokucacile injongo yocingo lwakho;
- ulalela ngokucophelela umxhumanisi bese ubhala imininingwane edingekayo;
- uma uqinisekisa i-interlocutor ukuthi uyayilalela ngosizo lwamagama athi "yebo", "ngakho", "bhala phansi", "iyaqondakala"; -
- uma ungitshela ukuthi uzosiza kanjani oshayayo nokuthi uzokwenzenjani. Ungangeza le nkulumo: "ungathembela kimi" noma into efana nayo.
- Ukulungisa imiphumela yengxoxo:
- ngokuzwakalayo ku-interlocutor, kusiphi isiphetho owafika naye;
- Beka amazwana ngezenzo zakho ngokusho kwesihloko esixoxwe;
- Uyavuma ngokushaya okuphindaphindiwe, incwadi noma umhlangano.
- Qeda ingxoxo. Izingxoxo zocingo neklayenti zingacatshangwa ziphelele uma:
- umgomo wocingo ufeziwe;
- imiphumela yengxoxo yabe isingeniswe futhi yamemezelwa;
- usebentise noma yikuphi ukuncoma kokuhlekisa: "Siyabonga ngokushayela kwakho," "Sizokujabulela ukukuzwa futhi," "Ngijabule kakhulu ukukhuluma nawe (okukhethwa kukho: ukukusiza)," njll.
Amakhono okuxoxisana ngocingo afika ngesikhathi kanye nesipiliyoni. Into esemqoka okufanele ilandelwe cishe cishe noma yikuphi ingxoxo ihlonipha umxhumanisi futhi unakekele. Akudingekile ukuthi ube namakhono angaphezu kwemvelo ukuze uqhube ngempumelelo ingxoxo yocingo. Ngezinye izikhathi kwanele nje ukumomotheka komuntu ongakuboni futhi abonise ubungane bakhe kuye.