Lesson 9

HANDLING
TELECOMMUNICATION
The Value of
Telecommunications
This lesson discusses the importance of
effective telecommunication in today's
interconnected world. It covers principles,
best practices, and strategies for managing
tools like phone calls, emails, and instant
messaging. Mastering telecommunication
skills enhances connections, collaboration,
and virtual environments.
Types of Network A metropolitan area network
used for (MAN)
Telecommunication
Local area network (LAN)
The Internet
is a global network that connects various private networks,
significantly changing communication and business practices.
Organizations use it to interact with vendors and customers, sell
products, and offer customer support. Over 1. 5 billion people globally
use the Internet. The World Wide Web is a section of the Internet
made up of web servers that store multimedia documents known as
web pages. Web browsers, like Internet Explorer® and Firefox®, are
used to access these web pages.
Telecommunicati
on Pipelines

Telecommunication systems transmit information through various

channels called pipelines, connecting people and machines. These
Harper Russo Neil Tran Benjamin Shah Estelle Darcy
pipelines
CEO
include traditional
CTO
telephone
COO
lines. Head of Global Sales

analog dial-up connections, cables, digital subscriber lines (DSL),

satellites, wireless communications, and fiber-optic cables. The speed
and route of communication can differ based on the pipeline used,
which is important to understand at work.
9.3 Telephone Communication

You will find a variety of telephone equipment in the workplace, including

standard phone sets, cordless sets, conference call speakers, and headsets to
use with computers and software. Common features on business phone sets
include buttons for answering multiple phone lines, built-in speaker phones,
displays to view caller identification information, and programmable buttons for
setting up call management features. Popular call management features include
call forwarding, call waiting, holding, conferencing, redialing, transferring, and
speed dialing.
Call Management
Our Services
Skills
As an administrative professional, daily phone communication is essential,
even without face-to-face interactions. Good human relation skills are vital for
creating a positive impression of yourself and your company. Always answer
the phone politely and use a friendly tone to show interest in the caller. Speak
in correct English and use proper pronunciation, as this is appreciated by
callers. Addressing callers by their names, such as saying “Yes, Mr.
Bradshaw,” helps them feel recognized and valued.

Handle problem calls

carefully
Do Not Discriminate.
Incoming
Industry Focus Calls

Answer incoming calls promptly—ideally by the first or

second ring—to avoid losing potential customers. Follow
your organization's phone-answering procedures, which
may involve greeting callers, identifying the company, and
directing the call appropriately. Use a professional greeting
that includes your name, the company name if needed, and
the person the caller is trying to reach.

✓ Transfer Calls Carefully

✓ Place Calls on Hold
✓ Handle Multiple Calls
✓ Screen Calls as Instructed
Out Going
Client Calls
Success Stories

As an administrative professional, you're responsible for making business

calls for yourself and possibly your supervisor. It's important to handle
outgoing calls professionally, just as you would with incoming calls.

✓ Plan Your Call

✓ Note the Time Zone
Voice Mail

Voice mail is an efficient way to manage calls when

recipients are unavailable. It plays a recorded greeting and
records messages, which are stored in a private mailbox
accessed by a secure code. Messages can be retrieved,
forwarded, or deleted, often from inside or outside the
workplace. Some systems notify users of new messages via
devices like cell phones and allow sending the same
message to multiple mailboxes. Additionally, some voice
mail systems offer a return-to-operator option for callers who
prefer to speak with a person.
The proper use of voice mail in the workplace increases productivity and saves time and money.
For example:

• Workers can leave a voice message instead of placing repeated calls to

someone who is not available.
• Voice messages are to the point, eliminating extraneous conversation.
• Business travelers can communicate with the workplace at any time.
• Message delivery speed can be increased even between different time zones
because a voice message can be left at any time of the day or night

✓ Caller Instructions
✓ Leaving a Message
IP Telephony
IP telephony (VoIP) transmits voice calls over private or
public IP networks, significantly reducing costs by
eliminating long-distance charges. It also lowers business
expenses by consolidating data and voice services onto
a single network.
Mobile Phones

Mobile phones, or cell phones, are widely used for

business and personal communication, enabling
contact from many locations outside the office or
home. Smartphones offer additional features beyond
basic calls, including instant messaging and voice
messaging.

❖ Smartphones
❖ Mobile Phone Etiquette
Follow these guidelines to show your respect for others:

✓topics
Use discretion when discussing private matters or sensitive
that may be overheard by others.
✓✓Keep your voice low so as not to disturb others around you.
Turn off your cell phone or use the silent alert setting in one-
on-one interactions and during meetings, classes, and other
public events.
✓public
Make and answer calls only when absolutely necessary in
places such as restaurants and elevators. Whenever
possible, move to a more private area before you make or
answer a call.
✓ Be aware of your surroundings when walking and talking on
your phone
Workplace Collaboration Tools

As an administrative professional, you'll use collaboration tools in

productivity suites and IP networks to work with others on tasks like
document creation and revision. These tools include email, shared
workspaces, web conferencing, and more, often bundled as
groupware software such as IBM Lotus Notes, Microsoft SharePoint,
and Novell GroupWise, which are essential for modern workplace
collaboration.
Electronic Mail

The most popular workplace collaboration tool is e-mail—electronic text

messages sent from one computer to another over an IP network. E-mail
is an indispensable tool for workplace communication because e-mail
messages:
• Can be composed, sent, and delivered in minutes no matter the
destination.
• Are sent when convenient to the sender and read when convenient to
the recipient.
• Can be used to transfer fi les across the network as e-mail
attachments.
• Can be accessed from a number of locations and devices.
• Are low-cost method of communicating.
• Can be saved as a permanent record of a business activity.

❖ Web Mail
❖ E-mail Use Policies
Instant Messaging
Instant messaging (IM) allows real-time text, audio, or video
communication between people on the same network. It's
faster than email and often more efficient than phone calls.
IM can also be used to share files. However, it poses risks
like message interception, viruses, distractions, and
productivity loss from personal use. Companies often set IM
usage policies and monitor activity. Messages should be
professional, concise, and used only for urgent
communication. Avoid sharing confidential info or engaging
in gossip. Unwanted IMs, known as spim, are also a concern.
Shared Workspaces

A shared workspace is a virtual area accessed via a web

browser over an IP network, allowing team members to
collaborate on documents, track project progress, and share
calendars. Key features include team member contact info,
useful web links, document libraries, and task assignments
with status updates. Some productivity software integrates
with web servers to support these workspaces.
Discussion Groups
are online forums, such as newsgroups, mailing lists, and web-
based forums, used for sharing and discussing specific topics.
Businesses use them for customer service and updates, while
professionals use them for networking and staying informed.
Wikis are collaborative websites where users can add, edit, or
delete content. In the workplace, companies use internal wikis to
create shared knowledge bases on specific topics.
Blogs (or weblogs) are online journals with chronological posts
that express thoughts or share information. Unlike wikis, blogs
follow conversation threads. Businesses use public blogs for
customer engagement and product feedback, while private blogs
support internal project collaboration.
Video, Internet, and Web Conferencing
Video conferencing allows live interaction between people in
different locations using video and telephony, but it can be
costly. Internet and web conferencing are more affordable
alternatives, enabling communication via IP networks with tools
like Skype or Windows Meeting Space. These platforms support
video, audio, file sharing, and instant messaging, reducing travel
and equipment costs. Participation may require a webcam,
microphone, speakers, and sometimes special software or just a
web browser. Conferences can be hosted on a company’s
network or through external service providers.
➢ Fax Machines:
Fax machines scan and send documents as images over phone lines
using fax modems. While still in use, email with attachments has
reduced the need for faxing.
➢ Multifunction Machines:
These devices combine printing, faxing, scanning, and copying in
one unit, saving space and cost—ideal for small offices. Consider
space, features vs. cost, and the risk of losing all functions if the
device breaks down.
➢ Securing Messages:
Faxed documents often print automatically and may be seen by
others. To protect confidential information, secure both outgoing and
incoming fax messages properly.
 Follow these guidelines to secure fax messages:
✓ Place the fax machine in a private area and limit access
to it.
✓ Use a fax cover sheet that includes the recipient’s name,
fax number, and phone number and the receiver’s name,
fax number, and phone number. Also indicate the number
of pages in the fax and the date.
✓ Check the page count on incoming fax messages to
ensure no pages are missing.
✓ For a fax containing urgent or sensitive information,
request a confirmation that the fax has been received.
✓ Double-check the entered fax number before sending
the fax.
✓ If a fax is received in error, notify the sender.
9.5 Security Issues
It is important to make the information on your computer and network secure.
There are a variety of ways you can accomplish this. The first step is to
recognize security threats that exist. Then you can take steps to protect your
hardware and software
Security Risks:
Security risks include spam, which are unwanted messages that may carry
viruses, lead to financial fraud, or cause identity theft. A common scam is
phishing, where fake emails mimic real businesses to steal personal info.
Another threat is spyware, software that secretly collects and sends personal
data without the user’s permission.
THANKYOU