1. Business Telephone
Etiquette
Done by: Shanellea Mcleggon

2. The Telephone and You
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Provide helpful hints and proven techniques
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Part of doing business means doing business
over the phone
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Phone is an important instrument in daily
business

3. Ways to Sound as Good as You
Really Are!
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Alertness
 Show that you are wide-awake, ready to engage in a
conversation
Pleasantness
 Put a smile in your voice 
Naturalness
 Use, simple, straightforward lang.; avoid technical terms/slang
Distinctiveness
 Speaks directly into the phone; Use a normal tone of voice, the
louder you are, the louder everyone else becomes
Expressiveness
 Talk at a moderate rate and volume, but vary your voice tone

4. Don’ts
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Frown 
Mutter
Sound Tired
Speak in a Shrill Voice
Speak Negatively
Ramble

5. Do’s
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Smile  (they really can hear it!)
Speak Clearly and Concisely
Be Enthusiastic
Lower the Pitch of your Voice
Talk in a Positive Mood
Listen/Discuss

6. Mental P.I.C.T.U.R.E.
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P – itch
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High or low? Low carries better and is also more
pleasant
I – nflection
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Use voice to express ideas or moods
Don’t talk in a monotone
The voice naturally rises on a questions or inquiry
Voices fall at a “period,” decision or completion

7. Mental P.I.C.T.U.R.E.
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C – ourtesy
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Common, everyday applies the same as face-toface conversation
T – one
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Many times it is not what you say, but how you
say it
Voice should reflect sincerity, pleasantness,
confidence, and interest

8. Mental P.I.C.T.U.R.E.
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U – nderstanding
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R – ate
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Avoid talking with anything in your mouth (gum, pencil)
Rate of speech should be adapted to personality of contact
“Fast talkers” can arouse suspicion
“Slow talkers” can be irritating
E – nunciate
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Clear enunciation will help avoid misunderstanding and
need to repeat yourself

9. Keys to Good Listening
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Limit your talking
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Don’t Interrupt
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Can’t talk and listen at the same time
A pause doesn’t always mean the individual is
finished speaking
Concentrate
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Focus on the conversation. Practice shutting out
outside distractions and personal concerns

10. Keys to Good Listening
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Take Notes
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Listen for ideas….not just words
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Helps you remember important points
Get the whole picture, not isolated bits and pieces
Interjections
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An occasional, “Yes,” “I see,” etc. shows that your
listening. However, don’t overuse them

11. Create a Good First Impression
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Try to answer the phone on the SECOND ring
Answer with a friendly greeting
Smile  - it shows, even through the phone
Ask the caller their name, even if their name is
not necessary for the call, and use it!
Keep the phone two-finger widths from your
mouth

12. Putting Callers on Hold
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Always ask for permission
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Examples
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“Would you holding while I get your file?”
“Can you hold briefly while I see if Mr. Jones is
available?”
Always thank the caller for holding

13. Transferring a Caller
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Always transfer the caller to the desired
person’s extension, not to the operator
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Limits number of transfers
Saves the caller time from explaining issue again
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Tell the caller who you are transferring them
to
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Announce the caller to the person you are
transferring

14. Taking Phone Messages
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Phone Message should always include:
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Caller’s name and company name (if applicable)
Time and Date of call
What the call is regarding (if possible)
If a follow up or return call is needed
Phone number (office or home)

15. Leaving a Voice/Phone Message
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Phone Message should always include:
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Your name and company name
Time and Date of call
What the call is regarding (brief)
If a follow up or return call is needed
Phone number (office or home) speak SLOWLY
even repeat the phone number – include area code

16. Last Impressions
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Before ending the call, always…
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Make sure you answered all the caller’s questions
Always end with e pleasantry:
Have a nice day
 It was nice speaking with you
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Let the caller hand up first

17. Last Impression cont.
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Don’t give more than your first name
Don’t get personal, even if they do
Be prepared for rejection – just apologize for
bothering them and graciously get off the phone
If you need help – get a supervisor
Your Phone Message Greeting – make it
professional

18. References
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Dr. Alan Whitcomb & Gillian
Clarke(2000),Office Procedures for CXC:
Heinemann
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S.Finisterre, L.Payne & J.Reid(2004), Office
Administration for CXC: Longman