Telephone Tips, Techniques and Etiquette
Whether using the telephone for business or personal use, using this communication tool effectively means being timely, communicating clearly and having the other person's interest in mind.
1 - Plan and schedule your telephone calls so that you can allow time for off-track
discussions. If you plan a 10:30am telephone call "schedule" it like you might
schedule a face to face meeting: a little extra time, particularly for those you know
like to talk!
2 - At the beginning of your call, mention you know you can cover the points
needed within time enough for you to make your next appointment, at a stated
time. Then as you want to wind up the conversation you can backtrack to restate the
appointment you mentioned. Or, you may find that someone will remind you, "Oh,
you have to get on to that appointment, right?"
3 - Maybe you prefer to wait until you are into the conversation before needing to
ask for an exit. As you near time to say goodbye and find it difficult to end, try
saying, "Oh my gosh, I have a long distance call I need to take. Can you hold while I
take it?" Your customer or friend will likely say the conversation can pick up later.
And, once again, it is the other person who ends the call.
4 - If you have to leave a voice mail, certain elements are important to include: your
name, when you are calling, a brief message about your purpose, and a telephone
number to return the call to you. If you work in a staffed office and there's another
extension of someone as an alternate contact, leave his or her name and extension
as well. This last point is being considerate of the other person's time.
5 - When leaving a voice mail make it easy for the person who is taking and likely
writing down this information. First, you can say the number slowly by area code,
exchange and last digits. For example, say it just as you might write it in the United
States: 777-555-1234. Alternately, or even in addition to the divided method, you
can repeat your telephone number a second time. Or, you can combine both
methods!
6 - Your outgoing message (om) is as important to etiquette as the message you
leave when you are the caller. For business protocol it's wise to identify yourself by
name. At home, if you want more security, you may want to just state, "You have
reached, 777-555-1234." In either environment, state for the caller to leave their
name, telephone number and a brief message. If you include the date, "Monday,
February 21st," in your om, be certain you change it everyday. If you ever have
anyone run out of time with leaving his or her message, you may also want to
include, "and there is a 30 second (or whatever time) for your brief message."
7 - The cliché that "time is money," is particularly true for the working person. That
we all have the same amount of time is true for everyone. Return your telephone
calls on a timely basis, within 24 hours is professional and considerate in either a
business or personal setting.
Try one of these tips next time you find yourself wanting to be in charge of the
telephone.
Copyright© Patricia Weber, http://www.prostrategies.com.
Pat Weber is a coach, certified telelcass leader, and corporate trainer. With her incisive, effective communication skills, her services can help you to accelerate professional and personal results you want, by helping you increase your choices and build your self-confidence. With personal coaching, a teleclass, an online email course or on-site workshop, get what you want, more easily and more often. Visit her website at http://www.prostrategies.com. Contact her for a free coaching session.
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