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

Before you ever pick up the phone to make a call, jot down the key points you need to communicate. Turn off or turn down the radio or television. Multitasking should not be attempted while you're making phone calls any more than when you're receiving them. Don't check for new emails or answer a call on your cell phone during the conversation you just initiated.

Be sure to identify yourself and clearly state the purpose of your phone call. At the end of the conversation, be sure to recap the key points, and that all parties are in agreement regarding the next step, if applicable. Listen carefully and pause when you're done with your part of the conversation to ensure the call recipient is done with their part of the conversation. This also affords them the opportunity to ask any questions or seek clarification on any of the key points of the phone conversation.

End the conversation with a clear and concise expectation of the call recipient's response to the call. "Okay, so I'll expect to hear from you via email or phone by 10:00 a.m. on Wednesday," is a good way to ensure everybody understands what the next step is. Document the call, noting the date, time, person you called and topic of the phone conversation.

Using these simple guidelines will afford you a more professional, authoritative persona and ensure clear and concise communication. Documenting the call and immediately following up based upon the purpose of the phone call will keep you on task, efficient and more productive.