Final answer:
Maintain self-control, choose words carefully, and avoid escalating the situation during a phone call. Stay calm, focus on resolution, and communicate clearly and professionally. So, the correct answer is b. maintain self control.
Step-by-step explanation:
When handling a phone call, the best practice is to always maintain self-control.
This involves staying calm, choosing your words carefully to avoid escalating the situation, and listening actively to the other person's concerns.
It is important to avoid matching the client's anger or speaking louder than normal as this can exacerbate the conflict. Instead, aim to solve the problem by focusing on resolution rather than blame, and remain open and respectful throughout the conversation.
Use clear and concise language, and speak slowly and clearly to ensure you are understood, especially in situations where there might be technical difficulties like wi-fi delays or microphone malfunctions.
Additionally, maintaining eye contact, or in the case of a phone call, giving the impression of full engagement, is critical for effective communication.
When engaging with a client, it's also important to choose your words carefully so as not to inflame the situation.
Attempt to stay as calm as possible and listen to the full story, showing respect and understanding.
If the conflict cannot be resolved, speaking with a supervisor or HR department can be a valuable next step.
Remember to be clear, concise, and professional at all times, avoiding any informal text language that can appear unprofessional.
Thus, the correct answer is b. maintain self control.