Telephone Etiquette

Many of us have never learned to use the telephone properly. Even those of us who are a bit seasoned and have used the phone as a primary form of communication for work and personal matters don't always use the best telephone etiquette. There are some major dos and don'ts regarding using the telephone, whether you are receiving a phone call or making one. Correct telephone technique is essential, as often the first impression someone has of you is based upon a telephone conversation.

When the Telephone Rings

Whether you are at home or on the job, proper telephone etiquette is essential. When the phone rings, stop what you are doing. Turn down or turn off the television or radio. If you are eating a meal or chewing gum, empty your mouth before answering the telephone. Be sure you have a pen and paper or your blackberry handy in case you need to write down any information. Take a deep breath and smile. Believe it or not, that smile can be "heard" in your voice when you answer the phone. Greet the caller. Don't multitask-give the caller your undivided attention. Don't check for new emails or answer a call on your cell phone during the conversation.

Speak like an adult. Don't respond to questions with "yeah" or "nope," especially when making or receiving business phone calls. Listen attentively to what the phone caller is saying, jotting down any important key words or phrases. Before you hang up the telephone, be sure you are aware of the purpose of the call, and whether or not you will need to provide follow-up to the caller. Allow the caller to end the conversation. As soon as you hang up, write down the date and time of the phone call. Make a note of the topic of the phone conversation or purpose of the call, and the name and title of the caller.

Immediately mark your day timer or calendar if you have a deadline for following up or for completing a task as a result of the phone call. If phone calls need to be made or emails need to be sent as a result of the telephone conversation you just finished, make a list of those to be contacted. Write down the phone numbers and/or create an email distribution list.

When You're Making a Phone Call