Telephone etiquette

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URBANISTA IMAGE CONSULTING LLP
Who are you over a Telephone

3. "Confidence is a habit that can be developed by
acting as if you already had the confidence you
desire to have”
Enhance

4.  The telephone is one of the tools used in our daily business
activities.
 The telephone is our link to the outside world.
 That is why it is critical for us to understand how much
professionalism matters on the phone.
 Whether at work, at home, or on your mobile phone, here are a
few telephone etiquette tips everyone should be displaying at all
times

5. IDENTIFYING YOURSELF AT THE BEGINNING
When in the office, always answer a telephone by saying: “Hello/Good
Morning, Department, name speaking.”
 From a cell phone, either simply say Hello, or state your name,
Hello, name here. Do not answer by using words such as “yeah” or
“yes.”
 When placing a call, always state your name along with the name
of the person you are calling. Example: “Hello, my name is XXX
from XYZ Corporation. May I please speak with Ms. YYY?”

6. MESSAGE TO INFORM: TIME MANAGEMENT TIP
 If running late , always message the concerned person, informing him/her. Also mention, by when you are expected. Once
reached letting the individual know is appreciated.
 If you are in a busy place, and you cannot attend a call because there is too much noise outside. Do not cut the phone. After
the phone stops ringing, always send a text stating the reason, and asking if there is an immediate requirement.
 If you get a call while driving, answering it means you have time to pay attention. There might be information that needs to
be jotted down. Ignore any opportunity where you need to repeat the content once delivered. Therefore in this case again
leave a message stating your driving
Be sensitive to the tone of your voice
Do not sound overly anxious, aggressive or pushy. It is important your tone conveys authority and confidence. Do not lean
back in your chair when speaking on the telephone.
Urbanista Tip: Sit up in your chair or stand during the conversation. When at home, use a personal tape recorder to
privately record your own conversations. You will then hear how your sound to others.
–When it’s necessary to screen calls (i.e., if someone is available ONLY to certain individuals), “She’s away from her office;
may I take your name and number?” OR “May I say who’s calling? Thank you. Let me check and see if he’s in.” are suggested
responses. If you are required to ask who is calling or what the nature of the call is, be aware of your tone of voice.
Screening calls is always a delicate situation, so it is critical not to offend or put your caller on the defensive with your voice
tone.

7. THINK THROUGH EXACTLY AND KNOW WHAT YOU PLAN TO SAY AND DISCUSS
BEFORE HAND.
 Jotting down the items you want to discuss and questions you want
answered.
 In other words, anticipate before hand; plan your message to be as
direct and specific as possible, asking the person to respond to
specific alternatives or questions.
 Do not say, “Hello, it’s XXX, call me back.” At least state the subject
about which you want the person to call you back about.

8. IGNORE MULTIPLE CONVERSATIONS AS MUCH AS POSSIBLE
 Multiple conversations are not appreciated.
 Do not carry on side conversations with other people around you.
 The person on the telephone takes precedence over someone who happens to
walk in your office or passes by while you are on the phone.
Urbanista Tip: If you must interrupt the conversation, say to the person,
“Please excuse me for a moment I’ll be right back.” And when you
return, say, “Thank you for holding.”

9. WHEN LEAVING MESSAGES, SPEAK CLEARLY AND SLOWLY
Do not eat or chew gum while talking on the telephone (your caller may ask what you’re having for
lunch!!)
While returning calls
Most people find it frustrating when they return phone calls only to learn the other person isn’t in.
To avoid playing telephone tag, try the following:
 When calling someone, establish specific call-back times. Ask, “When is the best time for me to
call again?” or “When is the best time for them to call me back?”
 When taking calls for another individual, schedule return calls during specific blocks of time (i.e.,
“I expect him to return by 2:00 p.m. You can reach him between 2 and 5”).
Be clear. Do not use broken phrases, slang or idioms. Always ,ALWAYS, leave your return telephone
number as part of your message, including the area code . . . and S-L-O-W-L-Y, including
REPEATING your telephone number at the end of your message.
Urbanista Tip: Practice leaving your number, by saying it aloud to yourself as slow as you have
heard an informational operator say it.

10. TRY TO KEEP YOUR PHONE IN SILENT MODE WHEN ATTENDING A MEETING
OR A CONFERENCE
Urbanista Tip: If you are expecting an important call, inform the caller you will be in a
meeting during certain times and state you will monitor your message indicator for when it
illuminates you will excuse yourself to leave the meeting and return the call.
SPEAKING INTO THE TELEPHONE RECEIVER WITH AN EVEN AND LOW TONE
OF VOICE IS IMPORTANT
Especially when speaking on a cell phone out in public, be sure to monitor how loud you may
be.
Urbanista Tip: Move the phone ear piece just slightly away from your ear and listen to
yourself speaking. Discover whether you are speaking too loudly or too quietly for the other
person to hear you.

11. DO NOT ALLOW YOURSELF TO BE DISTRACTED BY OTHER ACTIVITIES WHILE
SPEAKING ON THE TELEPHONE
 Rustling papers, chewing and eating, working on the computer, or speaking with
someone else.
 Most importantly, do not use a hand held cell phone while driving.
 Get a headset or speaker phone for the car.
Urbanista Tip: Always treat every caller with the utmost courtesy and respect by
giving him/her your undivided attention.

12. IN THE MEDIA

13. About Sheena Agarwal
Devoted to inspiring people to be their best version, Sheena Agarwaal
founded Urbanista Image Consulting LLP in 2010. Trained by master
trainers Carla Mathis, Christina Ong and Lynne Marks, along with the
unparalleled background in the arena of Image Consultancy, she is a
Neuro Linguistic Practitioner and one of India’s first Reach Certified
Personal Brand Strategist.
Experience
• Director Urbanista Image Consulting LLP, REACH Personal Brand
• Worked with Big Cinemas, Apollo Munich Life Insurance, Shoppers Stop,
IIT Chennai, TiE, Ranjan Narula Associates, Beetle, Bharti Foundation,
Vodafone and GE.
• Finance Analyst with Goldman Sachs
Personal Branding Expert
Communication Expert
Body Language Expert
International Etiquette Expert
Business Protocol
Strategist
Skills

14. ABOUT URBANISTA IMAGE CONSUTLING
Established in the year 2010, Urbanista Image Consulting LLP is the renowned Image Consultancy firm
based out of New Delhi, India and was founded by Sheena Agarwal one of India’s first certified Image
Consultant and Reach Personal Brand Strategist.
With the vision to enable people to express their core competence and brand values effectively, Urbanista
Image Consulting works on three broad aspects of Powerful Presence: Appearance, Behaviour and
Communication.
We are committed to positively impacting lives, which in turn leads one to securing better opportunities and
higher recognition and delivering noticeable results for clients - both at an Individual and Corporate level.
An innovator in Image Management, we conduct consultations and workshops for individuals or groups
respectively, on matters related to Executive Presence, Communication Skills, Body Language, Business
Protocol, International Etiquette, Storytelling and Personal Branding.
With a desire to bring internationally acclaimed Master Trainer from across domains to Indian Shores, in April
2014 we hosted Master Trainer Carla Mathis from United States of America in New Delhi, India to train aspiring
Image Consultants and look forward to host many such trainers from across the spectrum in the near future.
We creatively use the theory of evolution on all our clients that involve not just superficial verbal consultation
but a total involvement and a sensitive approach.
We encourage you to contact us and discuss how to enhance your personal and professional presence.

15. www.facebook.com www.twitter.com www.urbanista.in +91 852 797 8886 Building No 845, Ist Floor,
Ghittorni, New Delhi - 110030
“Image is not about beautification. Its about projection of
your purpose, goal and objective, in life. We help you
create a brand that speaks for itself, day on day!”
~Sheena Agarwal~