The telephone is at the heart of business communication. But because people use the phone so much at home, they assume they have the skills to use it at work. This is not the case, and good business telephone skills have to be learned. Chapter 1: Phone Greetings. Good phone skills include answering the call in three rings, putting a smile in your voice, introducing yourself, and ensuring it is convenient. Chapter 2: Phone Skills. Learning phone skills such as using the caller's name, asking open questions, using active listening, and recording and repeating information is essential. Chapter 3: Closing a Phone Call. When ending a phone call ensure you agree on actions and follow them up, volunteer any useful information, and identify what happens next.