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.
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