For a client who calls the organization, the voice of the secretary on the phone is the organization with all its policies, attitude towards consumers and quality of service. As the secretary says, whether she will support the client, whether she will help solve his problem - from all this, no less than the image of the company is formed. The etiquette of a telephone conversation is simple, it is enough just to observe a number simple rules... Let's talk about them in this article.

My experience with the most different organizations shows that some young ladies should not be allowed to talk to clients on a cannon shot. Especially it concerns small companies, whose managers, when recruiting personnel, follow the principle of "cheap and cheerful". As a result, the calls are answered by illiterate ladies who say “ringing” and “lying down”, treat absolutely everyone with incomprehensible malice, rude to everyone indiscriminately, for which they receive a salary slightly higher than the minimum wage. I hope this is not about my readers.

On the other hand, the callers themselves sometimes behave in such a way that they want not just to hang up, but to throw it at their heads (just kidding :)). But you can't. At least because the role can easily be played by a "mystery shopper" - a marketer with a voice recorder... Today you will express everything that you think about this person, and tomorrow you will listen to the recording of this conversation with the CEO.

Many companies record the conversations of their employees in order to improve customer service. A very correct decision!

So, the three whales that hold onto business conversation by phone:

- Politeness

- Friendliness

- Helpfulness

Intonation

Remember: no matter what your mood and state are, whether you want to communicate or not, you need to speak on the phone correctly and in a friendly manner.

It is very easy to make your intonations pleasant: before you start speaking, smile. It's all. Nobody forces you to rejoice at life violently, you just need to stretch your lips in a smile. Checked - the voice becomes more joyful from this.

Mood

If a person calls, then he needs something from you. Your task is to help by satisfying his needs as much as possible. This attitude is the starting point for communication both with visitors to your office and with those who called it.

Text

After picking up the phone, first say the full name of your company, then a greeting ("Hello" or "Good afternoon"), and at the end name yourself. This is an unshakable rule: a person must make sure that the number dialed is correct.

Some companies ask their employees, when answering a call, to pronounce a corporate slogan or some kind of text. I recommend adopting this clever move, which allows you to "check in" in the memory of the caller.

Examples of such texts:

Zarya Company, reliable windows to every home! My name is Maria, I'm listening to you! "

"Firm" White light", The energy of success! You called the reception, my name is Olga, how can I help? "

If you yourself call somewhere, you also need to introduce yourself, but shortly. First name the company, then your title and name. For example:

“Good afternoon, White Light firm. I'm a secretary general director, my name is Olga".

Once and for all, throw out the expression "worries you" from your vocabulary. Disturbing is having a wrong number at two in the morning. V work time such words are inappropriate. Once I changed this phrase, and instead of “Company N worries you” I taught myself to say “Company N welcomes you”. The tone of the conversation immediately changed.

Never say the following phrases:

- I do not know

- I was not warned

- The director has gone somewhere

- I don't know when the director will arrive

- I do not have this document (price list, list, protocol, contract)

- Read our website, everything is written there

etc.

The list is endless. All these phrases have one thing in common: the secretary's incompetence and his unwillingness to help the caller. These two qualities should never be demonstrated.

All of the above phrases can be replaced:

I do not know, I was not warned = I will now clarify and inform you. You can call back later or leave your phone number.(You are buying time to find the answer.)

The director has gone somewhere, I don't know when the director will arrive = Director at a meeting at the ministry. He'll be back as soon as the meeting is over. Unfortunately, I cannot say more precisely. Please try to call in an hour(after lunch, at the end of the day, tomorrow - depending on when the director actually arrives). *

* I hope you understand that you cannot report to everyone and everyone, where in this moment the bosses are staying. You can get out of it with such neutral answers.

I do not have this document = I will now connect you with the specialist who is responsible for this work. His name is Maxim Sergeevich, he will answer all your questions.

Read our website, everything is written there- I would have fired right away for such an answer without any further ado. It does not matter what and where it is written, the duty of the secretary to provide the consumer with all possible information within his competence.

And the last thing. In the word "rings" the stress falls on the second syllable: it rings, and not vice versa.

Call message

Every day you can receive dozens of calls with a request to connect with the director. But for that, you work in the reception or at the reception in order to filter all incoming information, filter out the unnecessary, and send everything else in the right channels.

And then the phone rings. You pick up the phone and introduce yourself. Then you hear the standard "Can I Ivan Petrovich?"

Option number one - Ivan Petrovich is in his office and is ready to talk.

1. Find out who is calling. Speech formulas are enough for this:

- Who is asking him?

- How to introduce you?

- Introduce youreself.

- Identify yourself.

Speaking of "introduce yourself". Once a pompous gentleman in response to my "please introduce yourself" replied that you should not call him to die. Say, to introduce yourself is to die. A clinical case of literary illiteracy. Indeed, in the Russian language there is an outdated word "repose", which means "to die, to die." And the modern word "introduce yourself" means nothing more than "name yourself, introduce yourself."

One way or another, from the caller you need to get his name and patronymic, necessarily the surname, position and name of the company he represents.

1. Find out what question this person is calling.

Many calls can be weeded out at this stage. Often, callers get to the reception and ask the CEO only because the company has not indicated any other contact persons. It is advisable to send someone who wants to order your products to the sales department, and not to the manager.

Thus, you transfer the call to your superiors, informing them, for example:

“The deputy director for development of the Prostor company is calling, Sergei Sergeevich Mikhailov. He would like to discuss with you the protocol of disagreements under the treaty. "

Option number two - the director is busy or left for a meeting, and the secretary is taking calls at this time. By the return of the chief, it is necessary to provide him with a full report: who called, when and why.

The following fields can be entered into the form:

- Surname, name, patronymic of the caller (enter, of course, in full)

- Organization

- Question

— Feedback(telephone, email address, any other contacts of the caller)

- Date and time of the call

These forms can be completed at in electronic format how, and then print. You can then print and fill out by hand - whichever is more convenient.

Phone book

This is very useful thing, which carries both informational and image functions. You will compose your phone book yourself. It is most convenient to conduct it electronically.

You need to create a file-table, in which every day, with each call (if possible), you will enter:

- surname, name, patronymic of the caller,

- his position, company,

- his contact numbers,

- issues that he usually discusses with the manager.

As you can imagine, it is necessary to fill out the phone book according to the principle of rationality. Not everyone will be recorded there. Only representatives of higher organizations, contractors and similar characters. Knowing the contacts, you can connect the director with any of them at any time.

Well, about the image function of your phone book. When you receive a call, you just have to ask the name of the caller. Everything else has already been written down, and you will immediately call this person by name and patronymic. The caller has a favorable impression of your company and of you personally in advance.

Business information

Promotion of goods and services

Personnel Management

How is it right ...?

Business Etiquette

• Business Etiquette
• Positions of the interlocutors at the negotiating table

Business communications

Municipalities

Telephone etiquette: rules and regulations

Consider the rules of telephone etiquette, which are followed today by progressive companies that care about their image. If you strive to look like a professional in the eyes of partners and clients, then the implementation of the laws set out below is simply a must for you.

The norm is the observance of telephone etiquette by every employee of the organization who:

answers incoming calls;

makes phone calls on behalf of the company;

to which the client's call can be redirected.

1. Watch the intonation of your voice

When communicating, people transmit information to each other using three channels: "sign language" (55%), intonation (38%) and words (7%). By phone, we also transmit the meaning of our message to the interlocutor using several channels, only in this case the law of information transfer looks different. First, the "sign language" seems to disappear, since the interlocutor does not see us, and the remaining two channels (intonation and words) of information transfer share 100% of the meaning of our message as follows:

• Intonation - 86%;
• Words - 14%.

The voice conveys information to your interlocutor about what kind of person you are. With your voice, you not only influence perception, but often create the mood of the interlocutor. Smile, be full of energy and enthusiasm when communicating on the phone. A smile and a positive attitude are heard in the intonation.

Don't lie back in your chair or put your feet on the table while talking on the phone. When a person lies or half-sitting, the angle of the diaphragm changes and the timbre of his voice changes. Therefore, the interlocutor, even without seeing you, "hears" that you are lying. And this is unacceptable, because the voice of a person in such a position seems uninterested and full of indifference.

2. Greet the caller

If you pick up the handset while answering an outside call, pick up the handset and immediately greet the caller. The greeting, of course, varies with the time of day, it could be “ Good morning(good afternoon or good evening) ".

By greeting the caller, you show that his call is important to you and that you are happy with him (if this is not the case, then he should not know about it).

Don't be like the "telephone dinosaurs" who pick up the phone and say:

3. Introduce yourself by phone

After greeting the caller, introduce yourself and name your organization. When receiving external calls, two approaches are used, the so-called "minimum" and "maximum":

Minimum approach: Greetings + name of the organization. This is how it sounds: "Good afternoon, the publishing house" Ventochka! "

Maximum approach: Minimum + name of the person who answered the phone. Here's how it sounds: "Good afternoon, the" Ventorchka "publishing house, Marina is listening!"

It is up to you to decide which approach to choose and use. Following any of these will show the callers that you and your organization are professionals.

I remember once I called a company, and there they answered: "Hello". I ask: "Tell me, is it ABC?", And the answer to me: "Who are you?" I say: “Maybe I'm your potential client”, to which they assured me: “Our clients know us!” ... and hung up.

4. Answer incoming calls after the 2nd, maximum after the 3rd call

This is one of the laws that telephone operators, company secretaries, hotline workers and other "telephone" personnel are literally “trained to fulfill”. And that's why.

If we pick up the telephone receiver after the first call, then the caller gets the impression that we have nothing to do, and we were bored waiting for someone to call us at last.

Do not pick up the phone after the first call, those few seconds that are in stock will allow you to get distracted from what you were doing and concentrate on the phone call.

If you allow the phone to ring 4, 5 or more times, then, firstly, the caller will start to get nervous (it has been proven that people are very quickly impatient while waiting for an answer on the phone), and secondly, they form a quite “definite” opinion about our interest in him and in clients in general. Subsequently, he will no longer believe the beliefs in our ability to respond quickly to his needs and problems.

5. When you call, do not say "You are worried about ..." or "You are worried about ..."

This is a kind of national disease. I suspect this stems from an excessive desire to appear polite and from self-doubt. Telling the person that you are disturbing him (bothering him), you form in him a certain - unwanted - attitude towards yourself and your call.

You force him to be on the alert, and you yourself ask him to treat your call as an unwanted distraction. Why create trouble for yourself and say to your interlocutor, “I disturbed you, violated your comfort and now I will pester you with my questions”?

Simply say: “Good morning (Hello), Marina (Marina Shestakova) from the“ Vorochka ”publishing house is calling you.

6. When you call, ask if the client can talk to you

Each person has their own to-do list, scheduled appointments, meetings, and so on. In other words, when we called him, the likelihood that we interrupted him from work is very high. This is especially true for calls to mobile phone; our interlocutor can be anywhere and be busy with anything.

After introducing yourself, do not go straight to the point, first ask if the interlocutor can talk to you. By asking this question, we show the interlocutor that we are brought up and that we value his time. Thus, we position ourselves in his eyes as a professional and inspire respect for ourselves.

Introduce yourself + ask about the opportunity to take time + name the purpose of the call.

Introduce yourself + name the purpose of the call + ask about the opportunity to take time.

7. Get to the bottom of your call as quickly as possible.

After introducing yourself and asking for time to talk, don't waste time on pointless lyrics and pointless questions like:

Well, how do you like this heat in the city?

What do you think about today's statement by our prime minister?

Did you see on the news yesterday ...?

You heard latest news about Iraq?

When talking on the phone, business people tend to be concise and on topic. Do not annoy them with talking about this and that, tell them about the purpose of your call and start a business conversation.

It should be added that an exception to this rule is talking by phone with clients with whom you have developed warm friendships or even friendships over the years.

8. Using the "hold" function

Almost every phone has a "hold" function, only it is designated differently, depending on the manufacturer of the device.

This function allows, if necessary, to "hang" the interlocutor on the line, without disconnecting the connection. It is used every time during a conversation you need to put down the telephone receiver and isolate the interlocutor from what is happening in your room (from conversations, discussions, jokes, anecdotes of your colleagues). For example, in order to:

go to the next office for the information necessary for the interlocutor;

print the required document;

call to the phone the right person;

to clarify something with a colleague.

By pressing the corresponding button on your phone and activating "hold", you do not give the interlocutor the opportunity to hear what is happening in your room. If the telephone set is connected to the telephone exchange, then during "hold" it plays the programmed melody to your interlocutor.

There are several rules related to setting and removing an interlocutor from "hold":

When setting - ask if the interlocutor can wait, and explain the reason for the need to wait.

For example: "Can you wait as I have to contact the accounting department to answer your question?"

When withdrawing, thank the interlocutor for waiting. This step allows you to dissipate the tension and nervousness that comes with anyone who is expecting. We also show the person that he is important to us and we are grateful to him for not hanging up.

If you know you will have to wait more than one minute, then don't leave it on hold. Tell him that you will call him back after clarifying the information he is interested in. While waiting on the phone, even one minute seems to be several, do not give the interlocutor another reason to be nervous and angry.

9. If they ask a person who is absent

Do not "cut off" the caller, simply stating the fact that the person he needs is at the exhibition (on vacation, will return at the end of the week) and do not immediately hang up.

After reporting the absence of the right person, make two attempts to restrain the caller. Offer your help. For example: "Is there anything I can help you with?" or: "Can someone else help you?"

If the person who called does not agree to the assistance offered, then ask to leave a message.

It sounds like this:

What should I send (to an absent colleague)? Who called?

Let me leave a (absent colleague) message that you called. Introduce youreself.

10. Finishing the conversation, say goodbye to the interlocutor

Notice how many people end a conversation by simply hanging up without even saying goodbye.

How many times has this happened to me: you call the organization and ask the person who answered the phone a question, for example: "Tell me, do you work on Saturday?" The answer sounds "Yes" or "No", and the conversation ends. Once I still called back and asked: "Why are you hanging up, I still have a question for you?" The answer was simply brilliant: "We must speak faster!"

In a situation like the one described above, before you say goodbye to the caller, ask: “Can I answer any other question?”, And only after receiving a negative answer, end the conversation. just simple: "Goodbye."

11. Adjust to the speed of the interlocutor

If a person speaks slowly, this indicates that his thinking process is proceeding at the same speed. This means that he carefully evaluates every word he hears and utters and carefully weighs the information received before accepting final decision... When dealing with such people, slow down the tempo of your speech slightly. Don't be fooled into thinking that the faster you speak, the faster your interlocutors will think. Quite the opposite, not keeping up with the pace of your speech, they will lose the train of your thoughts and become completely confused.

A person who speaks quickly or very quickly grasps thoughts on the fly and makes decisions without much hesitation, perhaps even hastily. He is annoyed by the slowness and slowness, he is impatient and thirsty for action. Accelerate the pace of your speech by interacting with these people.

Change the pace of your speech, just do not cross the line beyond which the parody begins.

12. Do not chew, drink or smoke while talking on the phone

If you think that by performing the above actions, you will hide them from the telephone interlocutor, then you are mistaken. Many times I have spoken to people who thought they were disguising chewing or smoking without even realizing how unpleasant it sounded on the phone.

Once I called a client, from whose response it became clear to me that he was chewing. I tell him: “ Bon Appetit", And he answered me:" And what, you hear? ".

Put your gum (cutlet, cigarette) aside.

13. Don't apologize to the other person for taking up their time.

This recommendation also applies to holding meetings. If you think that you have taken the interlocutor away from important matters or that you have taken away valuable time, then do not tell him about it aloud. Saying, “Sorry, our meeting (conversation) has dragged on, I probably took your time ", - you yourself will lead him to the idea that:

he lost his time communicating with you;

your time is worthless;

you are not sure of yourself;

you feel guilty.

Instead of an apology, you can thank the other person:

Thank you for finding the opportunity to meet (talk) with me.

I understand your busyness, thank you for the time allotted for our meeting.

You show that you value him and his time, but you do not present yourself as a "guilty supplicant."

14. Using the speakerphone (speakerphone)

Do not use speakerphone unless absolutely necessary and without warning and consent of the interlocutor. At today's level of technology, the client will hear the difference between communicating with you through a handset and using a “speakerphone”. Hearing that you are talking to him using the speakerphone, the client will almost immediately feel discomfort and alert. In addition, he will draw two conclusions:

Someone is eavesdropping on us.

15. Communication with secretaries

If your job involves making calls in an organization, then this means that you periodically communicate with the secretaries of these organizations. Today, secretarial positions are occupied by educated and qualified people who are the “face of the company” and optimize the work of their superiors. They listen to their opinion, they are highly valued as “front line workers”.

Don't insult, demean, or underestimate them. These people often wield a lot of power. They can become either your supporters or enemies, it all depends on you. Show them respect and reverence, and they will repay you in kind.

Treat them the same way you treat your customers. Secretaries are also your clients, they influence the opinion of their management about you, about your company and your product. If desired, they can present your call (fax, letter) as “another trick of an annoying idiot from stupid company". They can make sure that your letters, faxes and Email Will not reach the recipient. Considering this...

Build relationships with them. It doesn't matter if you do it with the help of bouquets, chocolates or at the expense of your respectful attitude... Remember one thing: by winning the favor of the secretary, you get your supporter in the client's organization. In addition, no one knows which direction and in which company this person will become manager tomorrow.

Many talk on the phone. Business people talking. Percent telephone conversations in a day, sometimes much more than eye to eye. Observe telephone etiquette! This is very important rule... You are a well-mannered person, aren't you? Exactly.

Pick up the phone. They call you!

When the phone rings, we automatically pick up the receiver and answer the usual "Hello!"

Is this enough to start a conversation?

Let's see what telephone etiquette says.

First of all, let's draw a dividing line between business and personal contacts.

The moment that unites all conversations is politeness, self-control, and mastery of the voice.

Your interlocutor cannot see what you are doing on the other side of the handset. But the slightest intonation betrays irritation, dislike, grief and other emotions.

"Hello" in a business way

They call you on your work phone. Do not grab the receiver after the first beep. This can give the caller the impression that you simply have no other business than answering the phone. It's not just your reputation. The conversation will leave an impression of the credibility of the entire organization. Answer by waiting until two or three rings are heard. But no more. The rules of telephone etiquette do not allow you to show disrespect to a person in this way.

It is not recommended to immediately start a conversation with the name of the company. It is best to greet the caller with a neutral phrase "Good day!" This time of day is considered the main working time. In other cases, you can use the "Hello!"

He considers joining the so-called voice greeting as a prerequisite for a business conversation. business card". This can be the name of the organization or your personal data - position, name and surname.

Ideally, the greeting scheme would look like this: “Good afternoon! The company "Sun"! " or “Good day! The Sun company. Manager Olga Sergeeva ".

Answering a call correctly will lay the foundation for a successful, pleasant conversation. Will create good impression about the organization, will emphasize its status and give solidity. WITH educated people always a pleasure to deal with. Therefore, the impression made can play a significant role in further cooperation.

Personal "Hello!"

If it seems to you that a conversation with an acquaintance or friend can be started as you like, then you are mistaken. It is better to start any incoming call to your personal phone also with wishes for a dear day and your own presentation.

By doing this, you will protect yourself from wasting time on explanations if the caller dialed your number by mistake. When you get a call on a personal matter during business hours, a little formal introduction will set the tone for the general conversation, meaning you let the person know that there is no way to have empty conversations at the moment. And this is just a manifestation of good manners and politeness, which is interpreted by the rules of a telephone conversation.

When you call

It would seem, what is easier, dialed the number and laid out the essence of the conversation. But many have already been convinced by experience that as you start a conversation, so it will develop. Whether a business call will become the beginning of a successful collaboration depends on the first moments of the conversation. The same can be said for personal contacts. Spend half an hour explaining who is calling for what, or explain the essence in a couple of minutes, it will be clear on the first call.

Business call

You have dialed the company number and received a standard greeting reply. You also need to introduce yourself. If you represent an organization, indicate its name and your position. Next, summarize the essence of the appeal. You should respect the working time of others and not waste your own time on confusing explanations. Assuming a long conversation, do not forget to ask if it is convenient now to talk to the person who picked up the phone. Perhaps the conversation should be rescheduled to a more convenient time.

The rules of conducting a telephone conversation say "no" to such greeting phrases as "You are worried about ...", "You know what the matter is ...", "It's okay if I disturb you ...". Your "hello" in this case should be obeyed with dignity, without fawning. Then you can count on productive conversation and respectful attitude. After a personal introduction, you can say “Help me to solve such a question…”, “Tell me, please…”, “I am interested in…”, etc.

Personal call to a friend or relative

"Hello my friend. How are you?" - of course, you can start a conversation with loved ones like this. But it would be more correct to introduce myself. Especially if you are calling on a specific matter, and not just to chat. First, you can dial a friend's number at the wrong time. The person is busy, at work, or business meeting, deals with personal problems. Secondly, imagine that your number was simply not determined, and your voice seemed unfamiliar due to poor-quality connection. In order not to put yourself and your friend in an awkward position, name yourself.

Let's continue the conversation

In any conversation, you must be attentive to the interlocutor. How to start a telephone conversation is a great skill, but its continuation is also of great importance.

Business continuation

You are the originator of the call. This means you have a specific task that you want to solve during the conversation. Prepare in advance a list of questions that interest you, so as not to get lost on third-party and not waste someone else's working time. Listen carefully to the interlocutor. Try to take notes of the answers, this will help you avoid asking again.

Did you lose the connection during the conversation? Call back if you started a conversation. You must also end the conversation. Be sure to thank the other person. A pleasant ending will, of course, be a wish for a good day.

If they call you, listen carefully to the request. Do not forget to maintain attention to the conversation with the phrases "Yes, of course ...", "I understand you ...", "We will try to help ...", etc. The interlocutor will feel confident and will be able to outline the problem. When the conversation threatens to drag on, take the initiative and help steer the conversation in the right direction.

Before ending, check with the other person if they received all the answers. If you cannot help him due to other official duties, tell him the contact of an employee who is competent in the given topic.

Personal phone conversation

In personal conversations, the situation is easier. But here, too, telephone etiquette provides some guidelines. For example, a friend called you at an inconvenient time with a great desire to chat. For such cases, there is a standard telephone conversation: "Sorry, now at a meeting ..." or "I have a very important meeting, I'll call you later…". You can add, “I understand this is very important. I'll call you back as soon as I'm free ... ". For the other person, this will be an indicator that you are not ignoring their problems. This means that there will be no unnecessary grievances. By the way, try to call back if promised.

General rules for telephone conversations

The rules of etiquette for talking on the phone are not invented from the ceiling. These are the observations of psychologists practical experience, analysis based on the results of many conversations. There is certain actions which etiquette welcomes or denies. Let's collect some of them in a small memo.

1. Do not have loud personal conversations in in public places and at work. You put others in an awkward position, forcing to listen to intimate details of your life that have nothing to do with them.
2. Do not turn on the speakerphone if you have not warned the interlocutor about it. This situation can create adverse consequences... But first of all, this is a manifestation of respect for the person on the other end of the line.
3. Be careful when choosing a ringtone. Less loud aggression, because there may be people with a weak nervous system nearby.
4. Turn off the sound of your phone while at meetings, gatherings, cultural establishments, as well as in those places where such a requirement is prescribed by the rules of conduct.
5. Avoid mixing the phone with food. This makes it difficult to understand, expresses disrespect for the interlocutor.
6. Pay attention to the time when you plan to make a call. Early morning, late night - these are, as you know, not the best periods for a conversation, even with the closest person. You can only call at this time on the most urgent matters. Don't forget this.

A little conclusion

You now know telephone etiquette. Call on time. Be polite. Pleasant telephone conversations and good mood!

Telephone negotiations - required element general procedure recruiting, but they require taking into account many subtleties. By knowing the basic principles of interviewing, you can easily find the right employee with minimal cost time and effort.

Why do many HR professionals choose the phone as a recruiting tool?

A telephone interview is one of the stages of the recruiting program, which has long and firmly entered the personnel practice as a mandatory process in the selection of employees. usually precedes a live conversation, allowing for a minimum of time to discuss the details of interest to both parties without interrupting the main business. Not having to redesign your schedule is one of the top reasons for doing phone interviews. But the main advantage of the method is the ability to “weed out” unsuitable candidates even before auditioning in the office.

Of course, the assessment by telephone is orders of magnitude inferior to the "live" interview. An HR specialist, no matter how perceptive he is, will not be able to fully appreciate a person just by hearing a voice. But the call makes it possible to form an initial opinion about a person, his manners, etc., as well as to get the information of interest in advance. If from the first words it is clear that a person is not suitable for the company, it is more convenient to refuse him right away than to delay until the interview in the hope that the interlocutor was simply in a bad mood. Also phone call will allow you to clarify potentially overlooked facts - compliance with the age / educational threshold, the availability of required documents, the level of the desired salary.

How to work with templates correctly?

What could be easier than telephone interview; questions are easy to compose, and any more or less literate person can interrogate according to a planned scenario. But in practice, there are much more difficulties and subtleties. So, when compiling a list, remember that main task becomes finding out how much a particular candidate is better than competitors, whether he is suitable for the position in principle. This simple rule is often not followed by recruiters, many of whom prefer to work on ready-made templates or "scripts".

"Scripts" - good idea to call tens and hundreds of people; in the case of a wide flow, it is absolutely necessary to "conveyorize" the process to save time. But this method is relevant only for recruiting lower-level personnel - waiters, porters, couriers and representatives of other professions, where the employee's personal qualities have little effect on the result. If you are considering candidates for a key position, Fordism has no place in the work.

You should not try them on your model, relying only on the authority of the script writer - this approach is tantamount to trying to hammer nails with a microscope, since it applies only to the situation in which the writer worked. Cadres are everything, and you shouldn't waste time on their careful selection. But, of course, there are also mandatory survey templates, which are essential for conducting a telephone interview. Among them:

• age;
• education;
• place of residence;
• work experience.

It should be understood that unsuccessful scripts will only spoil the situation. A specialist who knows his own worth will be repelled by "conveyance" - after all, this is a sign of the turnover characteristic of "sharashki". However, this is far from the only "pitfall" that should be avoided.

Common mistakes that should not be made in interviews

Some of the survey points can be confusing; a classic example of such an unsuccessful "script": "Why are you more suitable for us than others?" Of course, the topic is relevant for positions where the employee needs to convince the client, for example, the vacancy of a sales agent. But the same question that appears in the questionnaire of an architect, accountant or waiter does not speak in favor of the recruiter, who uses standard "leftist" polls instead of performing official duties. The same applies to phrases like "Are you a team player?" light hand unlucky MLMs. The HR specialist invites the applicant not to play a couple of hands at poker, but to a job where such phrases sound too familiar.

There is also a general rule for all: do not discuss the details of the vacancy until you are sure that the candidate is fully qualified for the role of the employee. For the time being, there is no need to discuss the details - a person is usually briefly acquainted with them from the source of the vacancy - announcements, recommendations, etc. It is not necessary to announce the rate in advance - many indicate in the appropriate column "contractual payment" or "salary based on the results of the interview," and the method fully justifies itself.

Who knows, the job seeker may be the ideal employee who you want to pay more than potential competitors to get such a valuable employee. But it is enough to voice the standard rate - and you will no longer know about this person, since he simply will not pay attention to the offer. The main thing here is to remember that you are picking up a person, not escorting friendly conversation... You must evaluate the candidate comprehensively, and the entire structure of the conversation must be based on this requirement.

Summary: Standard Applicant Survey Patterns

Thus, the remote interview becomes a time-saving measure and professional consideration of the candidate. Accordingly, any subsequent actions should be divided into several stages.

1. Find out what a potential employee is by learning about his skills, experience, education, etc. Most calls end at this point - more than half of unsuitable applicants are eliminated at this stage.
2. Clarify mandatory requirements and set a threshold. So, the employer may need a driver's license and even his own car from the courier. If something in the recruit does not suit the employer, it should be found out as early as possible.
3. Clarify working conditions - place, schedule, indicative list responsibilities, and only after - the level of salary. The fact is that a person should always find out the value of his labor only after he learns what exactly he must do in order to receive the indicated amount. Some people agree to a lower pay if they find out that their duties are actually simpler than they assumed before the interview.

Do not break the described order - for example, describing the vacancy at the beginning of the conversation. It is enough to clarify for the pro forma the correspondence of the vacancy in case of a dialing error, but no more. And, finally, one should not forget that these tips are the basis, but how exactly to follow the recommendations, what type of interview should be addressed is up to the recruiter himself. Using this "cheat sheet", everyone can easily find a suitable employee for any position, using other skills of a professional HR specialist.

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