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Basics of Telephone Etiquette

by Charlie Jay

Overview

If one of your roles at your job is answering the telephone or making calls, this may seem like a fairly simple task. It's true that phone communication is not difficult, but it still should not be handled with an air of nonchalance. The positive or negative experience that a client has with you on the other end of the phone can be the factor that determines whether or not you receive (or retain) that person's business or support. Therefore, it is important to observe some basic rules of telephone etiquette as you conduct your phone conversations.
Presence of Mind

The most basic key to creating a positive experience for the person on the other end of the telephone is to prepare yourself for the conversation. Before you answer or make a call, you should clear your mind of other business that you need to attend to. Even if you think you are good at multi-tasking, it is best to avoid checking email, typing or doing other activities while participating in a phone call, unless you are finding or recording information pertinent to the call. A good tip to maintain focus on your phone call is to physically turn away from obvious distractions around you, such as your computer or a to-do list lying on your desk.

Message

If you are receiving a call, make sure that you are ready with a variant of your standard greeting when you answer. Although you should not wait more than three rings to pick up the phone, it is better to spend one ring gaining your composure than to answer immediately and fumble your words. When making a call, practice in your head the overview of the message that you will be delivering, including key phrases that you are likely to forget. Don't assume that it will all come together when the person answers. The odds are that the manner of their response may cause you to lose focus. Leave room for flexibility in your message, so that you are not caught off guard if a different person answers than you were expecting or if you receive a surprising reaction.
Voice

The overall impression that your voice gives off is perhaps the most important quality of telephone etiquette. The content of a call is often subordinate to the manner in which it is conducted. When talking on the phone, you should use short, appropriate greetings that are friendly and easy to understand. During the entire conversation, you should use inflections that express a sense of cheerfulness and attentiveness to the person's needs and input. No one wants to hear vacant expressions of greeting and praise, no matter how cheerful, if it is obvious that the person on the other end of the phone is not truly involved. If you adequately prepare yourself to talk by clearing your mind of distractions and focus on the concrete message that you will need to deliver, an amicable and understanding tone will tie the conversation together, making sure that the client feels comfortable taking the next step.