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Phone etiquette
This document provides tips for effective phone communication in a business setting. It discusses maintaining an alert, pleasant and natural speaking voice over the phone. Specific dos and don'ts are outlined, such as speaking clearly at a moderate pace, smiling to convey warmth, focusing on listening to understand the full message, and ensuring all questions are answered before ending a call politely. Phone etiquette best practices are also covered, like answering promptly, transferring calls directly and announcing the recipient. The overall message is that the phone is an important business tool that requires proper techniques to communicate effectively.
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Phone etiquette
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- 2. Provide helpfulhints and proven techniques Part of doing business means doing business over the phone Phone is an important instrument in daily business
- 3. Alertness ◦Show that you are wide-awake, ready to engage in a conversation Pleasantness ◦ Put a smile in your voice Naturalness ◦ Use, simple, straightforward language; avoid technical terms/slang Distinctiveness ◦ Speak 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. Frown Mutter Sound Tired Speak in a Shrill Voice Speak Negatively Ramble
- 5. 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. P –itch ◦ High or low? Low carries better and is also more pleasant I – nflection ◦ 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. C –ourtesy ◦ Common, everyday applies the same as face-to-face conversation T – one ◦ Many times it is not what you say, but how you say it ◦ Voice should reflect sincerity, pleasantness, confidence, and interest
- 8. U –nderstanding ◦ Avoid talking with anything in your mouth (gum, pencil) R – ate ◦ Rate of speech should be adapted to personality of contact ◦ “Fast talkers” can arouse suspicion ◦ “Slow talkers” can be irritating E – nunciate ◦ Clear enunciation will help avoid misunderstanding and need to repeat yourself
- 9. Limit yourtalking ◦ Can’t talk and listen at the same time Don’t Interrupt ◦ A pause doesn’t always mean the individual is finished speaking Concentrate ◦ Focus on the conversation. Practice shutting out outside distractions and personal concerns
- 10. Take Notes ◦ Helps you remember important points Listen for ideas….not just words ◦ Get the whole picture, not isolated bits and pieces Interjections ◦ An occasional, “Yes,” “I see,” etc. shows that your listening. However, don’t overuse them
- 11. Try toanswer 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. Always askfor permission Examples ◦ “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. Always transferthe caller to the desired person’s extension, not to the operator ◦ Limits number of transfers ◦ Saves the caller time from explaining issue again Tell the caller who you are transferring them to Announce the caller to the person you are transferring
- 14. Before endingthe call, always… ◦ Make sure you answered all the caller’s questions ◦ Always end with e pleasantry: Have a nice day It was nice speaking with you ◦ Let the caller hand up first
- 15. Don’t givemore 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 Your Phone Message Greeting – make it professional