Practice the Right Telephone Manners for Professional Success

Courtesy: Trinity Skillworks

Let’s understand this better with the help of an example of a typical telephone conversation in an office:

Scenario 1:

Jane Smith: “Mary Jones’ office.”

Caller: “Is Ms. Jones there?”

Jane Smith: “Who’s calling, please?”

Caller: “Joe Green.”

Jane Smith: “I’m sorry; Ms. Jones is not in the office.

May I take a message?”

Scenario 2:

Jane Smith: “Mary Jones’ office.”

Caller: “Is Ms. Jones there?”

Jane Smith: “No, I am sorry, Ms. Jones is not in the office. May I ask who is calling”.

Caller: “Joe Green.”

Now let’s do a critical evaluation of the two scenarios:

In the first scenario Joe Green concludes that he was given a brush-off when Jane Smith heard who he was. He definitely feels unnecessarily snubbed.

So, it is always better to inform the caller that the person he is calling is out (if that’s the case) before asking the caller his name.  

How do you understand what is right and what is wrong during a typical conversation on a telephone?

To understand what the correct telephone manner is you have to follow certain etiquette rules while conversing with someone over the phone. It also helps you to practice the right Business Etiquette, which is important for your success in the organization.

Given below are Some Tips for the Right Telephone Manners

When you are not available to take a call then make arrangements to transfer your call to an answering machine that can have a pre-recorded message.

When ending your telephone conversation, leave the other person feeling good. For instance, before being disconnected from a call say things like “it was nice talking to you”.

Call a busy person at a time that would be convenient for him, not you. If you reach someone directly on the telephone in his office, always ask “Is this a good time to talk to you”. If it isn’t, you can reschedule a new time.

Do not read or type while talking. This way you may not be able to concentrate on what the other person is saying.

Do not chew gum, eat, or smoke while talking. This hampers effective conversation and puts off the person on the other end of the line.

Be careful of the background noises when you are on the telephone i.e., TV blaring or people talking near you.

Don’t interrupt the conversation by suddenly turning to carry on a conversation with somebody else. You should try to give an undivided attention to the call you are attending.

When you are in a meeting in your office then it is very rude and inefficient to take other people’s call from the outside.

You should be polite to cold callers. Often people who are making cold calls/Telemarketing are young people, starting their careers, and shouting at them is just plain mean.

When calling somebody in another company, give a quick introduction of yourself and your company and inform the concerned person of your business reason behind calling.

No one should intrude on anyone’s privacy by talking on a cellular phone in a restaurant, movie theatre, concert, etc.

Electronic Manners

There is a new code of electronic manners in using telephones, beepers, computers, faxes and so on. You will be appreciated for your good electronic manners if you remember what follows.

Common Mistakes while Using Electronic Communication

Intruding on someone’s privacy by talking on cellular phone in a restaurant, during a concert and during a movie in a cinema hall.

Emailing long, unannounced, and usually unwelcomed material to others.

Putting somebody on the speakerphone without seeking permission form the person at the other end.

Using distasteful language: either incorrect grammar or misspelled or profane words in your email.

Etiquette is something that can be learnt with regular practice. If you show respect to people around you, then you will definitely create a great impact on others with the right image.