• Look at the lecture notes below. • Some information is missing． • Y

F：Those of us doing Business over the telephone have to pay special attention to the listening and speaking skills since we don’t have the advantage of talking with our customers face to face．It’s im portant to give those on the phone extra attention—listening to their voice，and sensing their emotion．You can’t observe their body language or their eyes like you can in person．A great method to use when talking on the phone is to raise your eyebrows and smile as you talk．It will give your voice a lift．It makes you sound very cheerful．The thing is，they can’t see you smile，so they have to hear the warmth of your heart through your voice．Another very important tip is to realize the value of remembering and using the name of the individual with whom you are talking．People love their names and love to hear their names．We use their names to make the service more personalized and more professional．Hearing one’s own name is music to one’s ears．Always be listening closely to catch the name and somehow make a mental note，or even quickly write it down so you won’t forget it．We have a tendency to be so concerned about impressing others with what we are going to say，or how we are going to respond to them，that the name escapes us．Big mistake．It’s not easy，but it is quite important．