TELEPHONE MANNERS

Good phone manners are very important ethics of communication both at work and at home. When you are on the phone with someone, your only interaction is verbal, so saying the right things is important to make the right impression.

Standards for telephone procedures must be followed if you are answering or making a phone call. But if you do not know, take the initiative and ask – it will show that you care about your performance and how you want to be perceived in society.

If you are answering the phone at home or talking with your friend, speak clearly, be polite and offer to take a message or help if you are answering the phone for someone else.

Here are some common practices that will make you sound polite, whether talking on the phone to a friend or a complete stranger.

Answering the phone:

Some people like to let people know whom they have reached as soon as they pick up the phone. Choose a style that is comfortable for you and polite to others. Just avoid answering the phone in a way that may make the person on the other end feel uncomfortable such as, “What?” or “Who is this?”.

Taking Messages:

If you answer someone else’s phone, you should always offer to take a message. Again, this can be as simple as saying for instance, “I’m sorry, John has stepped out. May I take a message?” or “I’m sorry, he is busy at the moment. May I take your name and number and have him call you back?”

If the person who is calling asks you to help instead, and you do not feel comfortable or do not know the answer to the questions, it is always polite to say, “Sorry” I do not know but I would be happy to pass the message on”.

Just remember to pass the message on! If someone leaves a message, be sure to write down the name, phone number, time called and the message – then be sure to give the message to the person being called.

Interrupting Others:

Wait until someone finishes his or her phone conversation before talking to him or her. If it is urgent and you need to use the phone or talk to the person on phone, do not pick up the line and start talking. Instead, say “Excuse me, May I talk to you for a second?” or “I’m sorry, but I need to make an urgent call, do you mind if I use the phone? “

Good telephone etiquette goes beyond saying “please” and “thank you”. It includes not leaving callers on hold too long, forwarding callers to their prospective recipients gracefully by using polite and friendly greetings.

 Guide to improving your telephone manners:

Q. When receiving a telephone call, should I mention my name?

A. If you are answering a telephone call, it is polite to state your name or the residence in your greeting.

Q. If you have received a phone call from someone whose number you did not have originally, but it was captured on caller ID, is it appropriate to call the person back?

A. It is appropriate to call the person back only when he or she requests a call back.

Q. Who calls back when disconnected on the telephone?

A. When there is poor telephone connection or when you are disconnected, the individual who originated / initiated the call is responsible for calling back the other party.



How to practice telephone etiquette

• Plan the call:

Always jot down key objectives before making a call. What are you trying to accomplish? What outcome are you expecting? How will you deal with objectives? By setting the agenda, you are showing respect to the person you are calling.

• Know who you are calling:

Getting a person’s name right is critical. Understand the person’s position and acknowledge that in you greeting.

• Be polite:

This should be obvious, but being polite does not just mean treating the person you are calling with respect. This should be extended to the person answering the phone. Be careful to keep your tone of voice modulated and never indicate impatience at having to leave a message.

• Introduce yourself:

Make sure your recipient knows who you are, what you represent and the nature of your call. Speak clearly and slowly.

• Get to the point:

Once you are successful in reaching your party and have introduced yourself, get to the point. Idle chit-chat will only indicate that you do not respect your party’s time. Let the person know why you are calling and use your notes to keep your agenda clear.

• Listen:

Allow the person you are calling to ask questions and convey his / her point of view. Do not interrupt, and answer questions honestly and directly. Even if you are met with objections, allow the individual to finish before jumping in with your defense. Be courteous and check your attitude frequently.

Indicate that you are listening by saying, “I see,” “I understand,” or simply, “Yes,” but refrain from other comments until he / she is finished.

• Ask open-ended questions:

Encourage a free flow of dialogue by asking questions that require the person to respond fully. You can learn a lot from this type of exchange.

• Be patient:

Never try to rush a call, but allow the individual to fully express his / her opinions.

• Know when to end a call:

There is generally a point where it becomes clear that the call should be concluded, and trying to extend the call to reach additional objectives can be counterproductive.

Use positive statements such as “I know you are busy, and want to thank you for your time,” to politely signal the end of the conversation.

Remember to always treat people the way you would like to be treated and you won’t go wrong.