Many people talk on the phone. Business people are talking. The percentage of telephone conversations per day is sometimes much more than face to face. Observe telephone etiquette! This is very important rule. You are a well-mannered person, aren't you? Exactly.

Pick up the phone. They are calling you!

When the phone rings, we automatically pick up the phone and answer the usual “Hello!”.

Is that enough to start a conversation?

Let's see what telephone etiquette says.

First of all, let's draw a dividing line between business and personal contacts.

The moment that unites all conversations is politeness, restraint, command of the voice.

Your interlocutor cannot see what you are doing on the other side of the handset. But the slightest intonation betrays irritation, hostility, chagrin and other emotions.

business hello

They call you on your work phone. Do not grab the phone after the first beep. This can give the caller the impression that you have nothing else to do but answer the phone. It's not just your reputation. The conversation will leave an impression of the authority of the entire organization. Answer by waiting for two or three rings. But by no means more. The rules of telephone etiquette do not allow you to be disrespectful to a person in this way.

It is not recommended to immediately start a conversation with the name of the company. It is best to greet the caller with the neutral phrase “Good day!” This time of day is considered the main working time. In other cases, you can use the appeal "Hello!"

A prerequisite for a business conversation is the addition of a so-called voice "business card" to the greeting. This may be the name of the organization or your personal data - position, first and last name.

Ideally, the greeting scheme would look like this: “Good afternoon! Sun Company! or “Good day! Sun Company. Manager Olga Sergeeva.

A well-structured answer to the call will start a successful pleasant conversation. It will create a good impression of the organization, emphasize its status and give solidity. With educated people always a pleasure to deal with. Therefore, the impression made can play a significant role in further cooperation.

Personal "Hello!"

If it seems to you that a conversation with a friend or friend can be started in any way, then you are mistaken. Any incoming call to your personal phone is also better to start with a wish for a dear day and your own introduction.

This way you protect yourself from unnecessary waste of time explaining if the caller dialed your number by mistake. When you receive a call about a personal matter in work time, a little formal presentation will set the tone for the general conversation, that is, you will let the person understand that there is no way to conduct empty conversations at the moment. Yes, and this is just a manifestation of good manners and politeness, which the rules interpret telephone conversation.

When you call

It would seem, what is easier, dialed the number and laid out the essence of the conversation. But many have already seen through experience that the way you start a conversation is the way it will develop. Whether a business call becomes the beginning of a successful collaboration depends on the first moments of the conversation. The same can be said about personal contacts. Spend half an hour explaining who is calling and for what reason, or state the essence in a couple of minutes, it will be clear from the initial appeal.

business call

You dialed the company number and received a standard greeting response. You also need to introduce yourself. If you represent an organization, indicate its name and position. Next, briefly describe the essence of the appeal. You should respect the working time of others and do not waste your own on inconsistent explanations. Assuming a long conversation, do not forget to ask if it is convenient for the person who answered the phone to talk now. Perhaps the conversation should be rescheduled for a more convenient time.

The rules of conducting a telephone conversation say "no" to such greeting phrases as "You are worried about ...", "You understand what's the matter ...", "It's okay if I disturb you ...". Your "hello" in this case should be obeyed with dignity, without fawning. Then you can count on a productive conversation and self-respect. After a personal introduction, you can say “Help me solve this question…”, “Tell me please…”, “I am interested in…”, etc.

Personal call to a friend or relative

"Hello my friend. How are you?" - Of course, you can start a conversation with loved ones like this. But it would be better to introduce yourself. Especially if you are calling on a specific matter, and not just to chat. Firstly, you can dial the number of a friend at the wrong time. The person is busy, is at work or a business meeting, deals with personal problems. Secondly, imagine that your number was simply not determined, and your voice seemed unfamiliar due to poor quality communication. In order not to put yourself and a friend in an awkward position, name yourself.

Let's continue the conversation

In any conversation, you must be attentive to the interlocutor. How to start a telephone conversation is a great skill, but its continuation is of great importance.

business continuation

You are the caller. So you have specific task that you want to solve during the conversation. Prepare a list of questions that interest you in advance so as not to stray into third-party and not waste someone else's work time. Listen carefully to the interlocutor. Try to take notes of the answers, this will help to avoid asking again.

Lost connection during a call? Call back if you started a conversation. You must also end the conversation. Be sure to thank the interviewee. A pleasant ending will, of course, be a wish for a good day.

If they call you, listen carefully to the request. Do not forget to keep your attention to the conversation with the phrases “Yes, of course ...”, “I understand you ...”, “We will try to help ...”, etc. The interlocutor will feel confident and will be able to describe the problem. When the conversation threatens to drag on, take the initiative to help steer the conversation in the right direction.

Before closing, check with the interlocutor whether he received all the answers. If you are unable to help him due to other official duties, tell him the contact of an employee competent in a given topic.

Personal conversation on the phone

In personal conversations, the situation is easier. But here, too, telephone etiquette provides some guidance. For example, a friend called you at an inconvenient time with a great desire to chat. For such cases, there is a standard telephone conversation: “Sorry, now in a meeting ...” or “I have a very important meeting, I'll call you later…". You can add “I understand that this is very important. I'll call you as soon as I'm free..." For the interlocutor, this will be an indicator that you are not ignoring his problems. So, there will be no more resentment. By the way, try to call back if promised.

General rules for telephone conversations

Phone etiquette rules are not made up out of thin air. These are the observations of psychologists, practical experience, analysis based on the results of many conversations. There is certain actions which etiquette welcomes or denies. We will collect some of them in a small memo.

Avoid loud personal conversations in public places and at work. You put others in an awkward position, forcing you to listen to the intimate details of your life, which has nothing to do with them.
Do not turn on the speaker phone unless you have warned the interlocutor about it. This situation can create adverse consequences. But first of all, this is a manifestation of respect for the person on the other end of the line.
Be careful when choosing a ringtone. Less loud aggression, because people with a weak nervous system may be nearby.
Turn off the sound on the phone while at meetings, meetings, in cultural institutions, as well as in those places where such a requirement is prescribed by the rules of conduct.
Do not combine phone conversation and eating. This makes it difficult to understand, expresses disrespect for the interlocutor.
Be careful about the time when you plan to make a call. Early morning, late night - these are, as you understand, not the most successful periods for talking even with the closest person. You can call at such a time only for the most urgent matters. Don't forget about it.

A small conclusion

Now you know telephone etiquette. Call on time. Be polite. Pleasant telephone conversations and good mood!

Pick up the phone no later than the fourth ring. This is one of the rules of good manners. Signalers do not recommend picking up the handset during a call for purely technical reasons: the current increases in electrical circuits, which can damage the network and turn off the phone.

Sometimes the phone is hard to hear. But that doesn't mean you have to raise your voice. The opinion that if I can’t hear the interlocutor well, then he can’t hear me well, and, therefore, I need to speak louder, in the case of a telephone, it is erroneous. In case of poor hearing, you should not raise your voice yourself, but ask the interlocutor to speak louder and at the same time ask how he hears you.

When you pick up the phone, state your institution, department, and position.

When answering a call, you should always introduce yourself. People want to know who they are talking to. This, in addition, creates an atmosphere of trust and helps to better understand the interlocutor. Find a friendly formula that you like (how you would like to be answered).

With frequent calls or in a hurry, they usually give a surname with the addition of the word "I'm listening" ("Ivanova is listening))) or only the name of the institution or unit is indicated: "Reception of the department of such and such ...".

In all the above cases, the subscriber must know with whom he is talking, or at least where he got to. If an error occurs when dialing a number, the misunderstanding will be immediately clarified and will not entail loss of time to clarify it.

¦ If you need to interrupt the conversation to answer another call, ask your interlocutor for permission to do this.

When agreeing on the next telephone conversation, you should clarify what time is convenient for the interlocutor.

If you're asked a question you don't know the answer to, the best answer is something like this: Good question. May I clarify for you and call you back?"

Do not give vent to your negative emotions. Your interlocutor is not to blame for the fact that, perhaps, a couple of minutes before, you had an unpleasant conversation with someone or you have personal problems.

Do not do it

Do not pick up the phone for a long time.

Start a conversation with the words: "Hi", "Yes" and "Speak"

Ask: "Can I help you?"

Have two conversations at the same time

Leave the phone unattended at least for a short time and occupy it for a long time

Use scraps of paper and calendar sheets for notes.

Say: "Everyone is having lunch", "There is no one", "Call back".

Pick up the handset before the fourth ring of the phone.

Introduce yourself and name your department and your position

Ask: "How can I help you?"

Focus on one conversation; listen attentively

Offer to call back if time is needed to clarify details

Use call slips or a business notepad

8. Write down the information and inform the subscriber that they will call him back.

Phone calls often break the rhythm of work, break up the manager's working day, prevent him from concentrating, switching his attention to newly emerging unforeseen problems. Therefore, one of the tasks of the secretary of the head is filtering (sorting) phone calls. The secretary should know well whom and on what issues should be connected with the head. Knowing organizational structure firms (institutions) and the distribution of responsibilities between employees (who does what), the secretary, having found out the topic of the conversation, can often correctly redirect the subscriber himself. It is useful for the secretary to have a criterion drawn up in accordance with the opinion of the head, according to which incoming conversations should be rejected, rescheduled (repeated call) or they should be skipped to the head.

Today, telephones with an answering machine are widely used for recording and transmitting messages. They usually turn on during hours when there is no one to answer the calls, as no one is in the office. For example, at lunchtime, in the evening or at night, on non-working days.

Secretary, freed or coming to workplace, must listen to the recording and transmit messages to the intended destination, and, if necessary, contact the callers.

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Promotion of goods and services

Personnel Management

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Business Etiquette

Business Etiquette
Positions of interlocutors at the negotiating table

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telephone etiquette: rules and regulations

Consider the norms of telephone etiquette, which are followed today by progressive companies that care about their image. If you strive to look like a professional in the eyes of partners and clients, then the implementation of the laws outlined below is simply mandatory for you.

The norm is the observance of telephone etiquette by each employee of the organization who:

answers incoming calls;

commits phone calls on behalf of the company;

to which the client's call can be forwarded.

1. Pay attention to the tone of your voice

When communicating, people transmit information to each other using three channels: "gesture language" (55%), intonation (38%) and words (7%). case, the law of information transmission looks different. Firstly, the “gesture language” seems to disappear, since the interlocutor does not see us, and the remaining two channels (intonation and words) for transmitting information share 100% of the meaning of our message as follows:

Intonation - 86%;
Words - 14%.

The voice conveys to your interlocutor information about what kind of person you are. With your voice, you not only influence the perception, but often create the mood of the interlocutor. When talking on the phone, smile, be full of energy and enthusiasm. A smile and a positive attitude are heard in intonation.

Don't slouch in a chair or put your feet on a table when talking on the phone. When a person lies or half-sitting, the angle of the diaphragm changes and the timbre of his voice changes. Therefore, the interlocutor, even without seeing you, will “hear” that you are lying. And this is unacceptable, because the voice of a person in this position seems uninterested and full of indifference.

2. Greet the caller

If you pick up the handset while answering an outside call, pick up the handset and immediately greet the caller. The greeting, of course, changes depending on the time of day, it can be "Good morning (good afternoon or good evening)".

Greeting the caller, you show that his call is important to you and you are happy for him (if this is not the case, then he should not know about it).

Don't be like the "telephone dinosaurs" who pick up the phone and say:

3. Introduce yourself on the phone

After greeting the caller, introduce yourself to him, name your organization. When receiving external calls, two approaches are used, the so-called "minimum" and "maximum":

Minimum approach: Salutation + organization name. Here's how it sounds: "Good afternoon, Publishing House "Fortochka!"

Approach "maximum": "minimum" + the name of the person who picked up the phone. Here's how it sounds: "Good afternoon, Publishing House "Fortochka", Marina is listening!"

Which approach to choose and use, decide for yourself. Following any of these will show callers that you and your organization are professionals.

I remember once I called one firm, and they answered: "Hello." I ask: “Tell me, is this ABC?”, And the answer is: “Who are you?”. I say: “Maybe I am your potential client”, to which I was assured: “Our clients know us!” ... and hung up.

4. Answer incoming calls after the 2nd, maximum after the 3rd ring

This is one of the laws that telephone operators, company secretaries, hotline workers and other “telephone” personnel are literally “trained” to comply with. And that's why.

If you pick up the phone after the 1st ring, then the caller gets the impression that we have nothing to do, and we were bored waiting for someone to call us at last.

Do not pick up the phone after the first call, the few seconds you have left will allow you to distract yourself from what you were doing and focus on the phone call.

If you give the phone the opportunity to ring 4, 5 or more times, then, firstly, the caller will become nervous (it has been proven that people lose patience very quickly while waiting for an answer on the phone), and secondly, he will form a completely “certain” opinion about our interest in him and in customers in general. Subsequently, he will no longer believe in our ability to quickly respond to his needs and problems.

5. When calling, do not say "You are worried about ..." or "You are worried about ..."

This is a kind of national disease. I suspect that this comes from an excessive desire to look polite and from self-doubt. Telling a person that you disturb (disturb) him, you form in him a certain - undesirable - attitude towards yourself and your call.

You force him to be wary, and you yourself ask him to treat your call as an unwanted distraction from business. Why create trouble for yourself and tell your interlocutor, they say, “I disturbed you, violated your comfort and now I will pester you with my questions”?

Say simply: “Good morning (Hello), Marina (Marina Shestakova) from the Fortochka publishing house is calling you.

6. When calling, ask if the client can speak to you

Each person has their own to-do list, appointments, meetings, etc. In other words, when we called them, the likelihood that we interrupted them is very high. This is especially true for calls to a mobile phone; our interlocutor can be anywhere and be busy with anything.

Having introduced yourself, do not go straight to the point, first ask if the interlocutor can talk to you. By asking this question, we show the interlocutor that we are brought up and that we value his time. Thus, we position ourselves in his eyes as a professional and inspire respect for ourselves.

Introduce yourself + ask about the opportunity to devote time + state the purpose of the call.

Introduce yourself + name the purpose of the call + ask about the opportunity to devote time.

7. Get to the heart of your call as quickly as possible

After introducing yourself and asking for time to chat, don't waste time with pointless lyrics and pointless questions like:

Well, how do you like this heat in the city?

What do you think of today's statement by our prime minister?

Did you see yesterday on the news...?

You heard latest news about Iraq?

talking on the phone, business people tend to be concise and not deviate from the topic. Don't annoy them by talking about this and that, state the purpose of your call and start a business conversation.

It is worth adding that an exception to this rule is telephone communication with clients with whom over the years joint work you have developed warm friendships or even friendships.

8. Using the "hold" function

Almost every phone has a “hold” function, only it is designated differently, depending on the manufacturer of the device.

This function allows, if necessary, to “hang up” the interlocutor on the line without disconnecting the connection. It is used every time during a conversation you need to put down the handset and isolate the interlocutor from what is happening in your room (from conversations, discussions, jokes, anecdotes of your colleagues). For example, in order to:

go to the next office for the information necessary for the interlocutor;

print the required document;

call to the phone right person;

clarify something with a colleague.

By pressing the corresponding button on your phone and activating "hold", you do not give the interlocutor the opportunity to hear what is happening in your room. If the telephone set is connected to the telephone exchange, then during the "hold" it plays the programmed melody to your interlocutor.

There are several rules associated with setting and removing the interlocutor from the "hold":

When staging, ask if the other person can wait, and explain the reason for the need to wait.

For example: “Can you wait as I need to contact the accounting department to answer your question?”

When removing - thank the interlocutor for waiting. This step allows you to dissipate the tension and nervousness that arises in anyone who is waiting. We also show the person that he is important to us and we are grateful to him for not hanging up.

If you know that you will have to wait more than one minute, then do not leave it on "hold". Say that you will call him back after clarifying the information of interest to him. When waiting on the phone, even one minute seems like a few, do not give the interlocutor another reason to be nervous and angry.

9. If they ask a person who is absent

Do not "cut off" the caller, simply stating the fact that the person he needs is at the exhibition (on vacation, will return at the end of the week) and do not immediately hang up.

After reporting the absence of the right person, make two attempts to keep the caller. Offer your help. For example: “Can I help you with something?” or "Can someone else help you?"

If the caller does not agree to the proposed assistance, then ask to leave a message.

It sounds like this:

What should I tell (to an absent colleague)? Who called?

Let me leave a message (for an absent colleague) that you called. Introduce youreself.

10. Finishing the conversation, say goodbye to the interlocutor

Notice how many people end a conversation by simply hanging up without even saying goodbye.

How many times has this happened to me: you call the organization and ask the person who answered the phone a question, for example: “Tell me, do you work on Saturday?”. The answer is "Yes" or "No", and the conversation ends. Once I did call back again and asked: “Why are you hanging up, do I still have a question for you?” The answer was simply brilliant: “We must speak faster!”.

In a situation similar to the one described above, before saying goodbye to the caller, ask: “Can I answer one more question?”, And only after receiving a negative answer, end the conversation. Before hanging up, say goodbye to the person, tell him everything just a simple "goodbye".

11. Adjust to the speed of the interlocutor's speech

If a person speaks slowly, this indicates that his thinking process proceeds at the same speed. This means that he carefully evaluates every word he hears and utters and carefully weighs the information received before making a final decision. When talking to such people, slow down the pace of your speech a little. Don't be fooled into thinking that the faster you speak, the faster your interlocutors will think. On the contrary, not keeping up with the pace of your speech, they will lose your train of thought and become completely confused.

A person who speaks quickly or very quickly grasps thoughts on the fly and makes decisions without much thought, perhaps even hastily. He is annoyed by slowness and slowness, he is impatient and craves action. Speed up the pace of your speech when talking to such people.

Change the pace of your speech, just do not cross the line beyond which the parody begins.

12. Do not chew, drink or smoke while talking on the phone

If you think that by doing the above actions, you will hide them from the telephone interlocutor, then you are mistaken. Many times I have spoken to people who thought they were masking food chewing or smoking without even realizing how unpleasant it sounds over the phone.

Once I called a client, from whose answer it became clear to me that he was chewing. I tell him: “Bon appetit”, and he answered me: “Do you hear?”.

Put aside your chewing gum (patty, cigarette).

13. Do not apologize to the interlocutor for taking up his time

This recommendation also applies to holding meetings. If you think that you have interrupted the interlocutor from important matters or that you have taken away his valuable time, then do not tell him out loud about it. time, ”you yourself will lead him to the idea that:

he lost his time communicating with you;

your time is worth nothing;

you are not sure of yourself;

you feel guilty.

Instead of an apology, you can thank the interlocutor:

Thank you for taking the opportunity to meet (talk) with me.

I understand your busy schedule, thank you for the time allotted for our meeting.

You show that you value him and his time, but do not make yourself out to be a "guilty petitioner."

14. Using the speakerphone (speakerphone)

Do not use the speakerphone unless absolutely necessary and without the warning and consent of the interlocutor. With today's level of technology, a customer will hear the difference between talking to you over the handset and using a "speakerphone". Hearing that you are talking to him using the speakerphone, the client will almost immediately feel discomfort and alert. In addition, he draws two conclusions:

Someone is listening to us.

15. Communication with secretaries

If your job involves making calls to organizations, then this means that you periodically communicate with the secretaries of these organizations. Today, secretarial positions are occupied by educated and qualified people who are the “face of the company” and optimize the work of their superiors. Their opinion is listened to, they are highly valued as "frontline workers".

Do not insult, humiliate or underestimate them. These people often have a lot of power. They can become either your supporters or enemies, it all depends on you. Show them respect and reverence, and they will repay you in kind.

Treat them the same way you treat your customers. Secretaries are also your customers, they influence the opinion of their management about you, about your company and your product. If they wish, they can present your call (fax, letter) as "another trick of an annoying idiot from a stupid company." They can make sure that your letters, faxes and Email"will not reach" the recipient. Considering this...

Build relationships with them. It doesn't matter if you do it with bouquets, chocolates, or through your respectful attitude. Remember one thing: by winning the favor of the secretary, you get your supporter in the client's organization. In addition, no one knows which manager of which direction and in which company this person will become tomorrow.

business information

Promotion of goods and services

Personnel Management

How right...?

Business Etiquette

Business Etiquette
Positions of interlocutors at the negotiating table

Business communications

municipalities

Telephone etiquette: rules and regulations

The norm is the observance of telephone etiquette by each employee of the organization who:

answers incoming calls;

makes phone calls on behalf of the company;

to which the client's call can be forwarded.

1. Pay attention to the tone of your voice

Intonation - 86%;
Words - 14%.

2. Greet the caller

Greeting the caller, you show that his call is important to you and you are happy for him (if this is not the case, then he should not know about it).

Don't be like the "telephone dinosaurs" who pick up the phone and say:

3. Introduce yourself on the phone

After greeting the caller, introduce yourself to him, name your organization. When receiving external calls, two approaches are used, the so-called "minimum" and "maximum":

Minimum approach: Salutation + organization name. Here's how it sounds: "Good afternoon, Publishing House "Fortochka!"

Approach "maximum": "minimum" + the name of the person who picked up the phone. Here's how it sounds: "Good afternoon, Publishing House "Fortochka", Marina is listening!"

Which approach to choose and use, decide for yourself. Following any of these will show callers that you and your organization are professionals.

4. Answer incoming calls after the 2nd, maximum after the 3rd ring

This is one of the laws that telephone operators, company secretaries, hotline workers and other “telephone” personnel are literally “trained” to comply with. And that's why.

If you pick up the phone after the 1st ring, then the caller gets the impression that we have nothing to do, and we were bored waiting for someone to call us at last.

Do not pick up the phone after the first call, the few seconds you have left will allow you to distract yourself from what you were doing and focus on the phone call.

5. When calling, do not say "You are worried about ..." or "You are worried about ..."

Say simply: “Good morning (Hello), Marina (Marina Shestakova) from the Fortochka publishing house is calling you.

6. When calling, ask if the client can speak to you

Introduce yourself + ask about the opportunity to devote time + state the purpose of the call.

Introduce yourself + name the purpose of the call + ask about the opportunity to devote time.

7. Get to the heart of your call as quickly as possible

After introducing yourself and asking for time to chat, don't waste time with pointless lyrics and pointless questions like:

Well, how do you like this heat in the city?

What do you think of today's statement by our prime minister?

Did you see yesterday on the news...?

Have you heard the latest news about Iraq?

When talking on the phone, business people tend to be concise and stay on topic. Don't annoy them by talking about this and that, state the purpose of your call and start a business conversation.

It is worth adding that an exception to this rule is telephone communication with clients with whom, over the years of working together, you have developed warm friendly or even friendly relations.

8. Using the "hold" function

Almost every phone has a “hold” function, only it is designated differently, depending on the manufacturer of the device.

go to the next office for the information necessary for the interlocutor;

print the required document;

call the right person to the phone;

clarify something with a colleague.

There are several rules associated with setting and removing the interlocutor from the "hold":

When staging, ask if the other person can wait, and explain the reason for the need to wait.

For example: “Can you wait as I need to contact the accounting department to answer your question?”

9. If they ask a person who is absent

Do not "cut off" the caller, simply stating the fact that the person he needs is at the exhibition (on vacation, will return at the end of the week) and do not immediately hang up.

After reporting the absence of the right person, make two attempts to keep the caller. Offer your help. For example: “Can I help you with something?” or "Can someone else help you?"

If the caller does not agree to the proposed assistance, then ask to leave a message.

It sounds like this:

What should I tell (to an absent colleague)? Who called?

Let me leave a message (for an absent colleague) that you called. Introduce youreself.

10. Finishing the conversation, say goodbye to the interlocutor

Notice how many people end a conversation by simply hanging up without even saying goodbye.

11. Adjust to the speed of the interlocutor's speech

Change the pace of your speech, just do not cross the line beyond which the parody begins.

12. Do not chew, drink or smoke while talking on the phone

Once I called a client, from whose answer it became clear to me that he was chewing. I tell him: “Bon appetit”, and he answered me: “Do you hear?”.

Put aside your chewing gum (patty, cigarette).

13. Do not apologize to the interlocutor for taking up his time

he lost his time communicating with you;

your time is worth nothing;

you are not sure of yourself;

you feel guilty.

Instead of an apology, you can thank the interlocutor:

Thank you for taking the opportunity to meet (talk) with me.

I understand your busy schedule, thank you for the time allotted for our meeting.

You show that you value him and his time, but do not make yourself out to be a "guilty petitioner."

14. Using the speakerphone (speakerphone)

Someone is listening to us.

15. Communication with secretaries

Treat them the same way you treat your customers. Secretaries are also your customers, they influence the opinion of their management about you, about your company and your product. If they wish, they can present your call (fax, letter) as "another trick of an annoying idiot from a stupid company." They can make it so that your letters, faxes and e-mail "will not reach" the recipient. Considering this...

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From this article you will learn:

What are the rules of business telephone etiquette if you call

What are the secretary's telephone etiquette rules

What are the rules of telephone etiquette for a call center

Being polite on the phone is the key to a successful conversation. Never forget the rules of telephone etiquette. You are mistaken if you think that a telephone conversation does not matter. Compliance with the rules of telephone etiquette contributes to the development of a constructive dialogue between the interlocutors, allows you to direct relations in the right direction long before the scheduled meeting. In our article we will talk in detail about why, to whom and how to use the rules of telephone etiquette.

Why are telephone etiquette necessary?

Proper telephone conversation is complex and important view communications. Your interlocutor cannot see your eyes, face, facial expressions, posture and gestures. He only hears your voice. Even though you don't know that either. Maybe he's just pretending to listen to you. And he himself watches his favorite TV series, makes a sandwich and, humming sluggishly in response, waits for you to finish your monologue. Studying the rules of telephone etiquette will help you to always be an interesting conversationalist, keep the conversation concise and understandable, without wasting too much time, end the conversation with a positive result . This is especially important for a business conversation, when frequent mistakes reduce its effectiveness.

The interlocutor does not see your clothes, facial expressions, gestures, or any other non-verbal aspects that help to suggest the nature of communication. However, a well-chosen pause, its duration, or the right intonation will help turn the dialogue in the right direction.

Telephone communication dictates its own terms and rules of communication. It is the knowledge and observance of the rules of conducting a telephone conversation - etiquette that distinguishes a professional. Business communication does not take anything for granted. Your partner should not guess what you meant. The success of negotiations very often depends on the correctness of the conversation and clarity of presentation. The lack of a greeting or a respectful treatment can turn potential partners away from you for a long time. A frivolous attitude to a business conversation can give rise to the same attitude towards you as a business partner. Knowledge elementary rules phone etiquette required successful person.

Telephone etiquette and its basic rules that are not related to the conversation

Nowadays, few people imagine their life without a mobile phone. It has become a part of our life. Convenient and important part of it. In order for mobile devices not to interfere, but to help your life, you need to know and follow the rules of telephone etiquette. Consider some of the most relevant to mobile phones.

Being in a public place, set your mobile phone to a specific mode. Business calls can also be made as usual. Reduce the volume to a minimum during a meeting or an important conversation. When going to a library, cinema, museum, or exhibition, mute your phone so you can enjoy the art without disturbing other visitors. Also, turn down the ringer volume when visiting a restaurant or coffee shop. You can use vibration mode.

Mobile etiquette recommends turning on the silent button set if you're in a public place. By typing the text of the message and accompanying each letter with a sound signal, you can irritate the people around you, giving rise to their negative attitude towards you.

Don't put your cell phone down phone on the table if you came to a restaurant or cafe. The call will be perfectly audible if the phone is put in a pocket or bag. But this rule of telephone etiquette does not apply at all to sports bars, where it is very noisy.

Being driving a car, you can only use your mobile phone with the headset (“ free hands» ‒ «hands-free»). But it's still very distracting from the road. You should not talk on the phone while driving a car, this will lead to at least a fine, but I don’t want to remind you of other consequences.

Etiquette rules prohibit the use of ringtones containing obscene words or swearing, offensive language, statements that are offensive to a certain group of people.

Silent mode mobile phone is specially designed to mute the ringer at the right moments. These are business negotiations, meetings, visits to the library, cinema or exhibition, etc. When answering a call is important to you and cannot be postponed, apologize to your colleagues and go out to talk. If you know in advance about a possible important call, warn about it even before the meeting or negotiations begin.

turn off mobile required during an airplane flight or hospital visit to avoid its effect on the equipment. Rules of etiquette recommend that you turn off the sound of the phone before the start of a performance or movie. Cell phones must also be turned off in church. You need to turn off your mobile phone wherever there are signs with such a request. If you need an urgent call, you just need to leave the restricted zone.

going to talk on mobile phone move away from people nearby. In order not to disturb them with your conversation, walk about five meters to the side or call the interlocutor later. You should not talk on a mobile phone while in a crowd of people. An underpass, a tunnel, or a crowded vehicle is no place for a business conversation or idle chatter. If the call is important to you, then pick up the phone and say that you will call back later. Think about the fact that people around you can be annoyed by a long-playing ringtone. The best option way out of the situation will be sending an SMS message explaining the reason and a promise to call back.

If the environment allows you to talk on the phone, then try to do it as quietly and calmly as possible, without attracting the attention of other people.

According to the rules of telephone etiquette, SMS messages can be sent at any time of the day. If the subscriber does not want to hear them, he will turn off the sound of notifications. He will read them as soon as possible.

Rules of telephone etiquette categorically forbid view the content of SMS messages and call logs in other people's phones. This rule applies to everyone, including the closest people. This is considered bad manners.

You should not use another person's phone unless they have given you permission to do so. Also, do not give someone else's cell phone number without consulting with its owner. This can make him irritated and negative towards you.

Basic rules of business telephone etiquette

hello

The first rule of business telephone etiquette is the obligatory greeting of the interlocutor. It seems to be a common truth, and no one needs to be taught this, but statistics on verbal business communication show that more than 55% of telephone conversations remain without a greeting. According to the advice of psychologists, it is better to say “Good afternoon” at the beginning of a conversation than “Hello”, because the second word is due to a large number consonants are difficult to perceive. It's also better to avoid wishing good morning or good evening, as negotiations are carried out during the working day.

Have writing tools

Always be ready to write something down. The presence of note paper and a pencil is the second rule of telephone etiquette.

Don't juggle things

While on the phone, try not to get distracted by other things. The third rule of telephone etiquette categorically prohibits combining food and business conversation over the phone. It's disrespectful to say the least. Your interlocutor may think that you are as careless about business as you are about a telephone conversation with him.

Politeness

Polite and courteous conversation is the fourth rule of business telephone etiquette. Screams and irritation during a telephone conversation are strictly prohibited, especially if it is a business conversation. Insults and swearing are unacceptable in interpersonal and business communication, in any form.

If someone came

The rules of telephone etiquette recommend that you correctly end the conversation immediately when a client comes to you or guests come to your house. Apologize, briefly state the reason for interrupting the conversation and agree on a second call. Such behavior will endear you to both the visitor and the telephone interlocutor. If you are at home, then tell him that you are sorry, but since a guest has come to you, you will call back tomorrow morning. If you are in the office, then also apologize, but since the client came to you, you will call back in an hour. And never forget to keep your promises.

If the connection is broken

The rules of telephone etiquette stipulate that in the event of an unexpected interruption in communication, the initiator of the call should call back. If during a conversation between an employee of the company and a client or customer, the connection is interrupted, then the representative of the company calls back.

Right Voice

The rules of telephone etiquette state that it is the first words and the sound of your voice that determine the further style of communication. Facial expressions and gestures do not accompany a telephone conversation. Only the ability to politely and competently express your thoughts will help you make a favorable impression on the interlocutor. In a telephone conversation, your voice replaces everything - and appearance, and temperament.

Start the conversation with calm phrases. Do not immediately cover the interlocutor with a waterfall of information. Try setting it up for a conversation first. When changing intonation, try to highlight the most important words. Communicate information in short messages so that one sentence contains one thought. But there is no need to replay, portraying a deep and velvety voice. Falsehood is heard immediately. You can simply adapt to the interlocutor, using his rhythm and pace of conversation. Such conformity will flatter him. Posture, facial expression, posture - it all determines your voice. It is necessary to tune in to the conversation both literally and figuratively. Polite, concise, calm speech and competent posing of questions is the key to successful telephone conversations. And no cigarettes in your mouth, chewing gum, lollipops, tea during a telephone conversation. Try to keep it quiet around, and nothing interferes with the goal of the conversation.

Active listening technique

Business telephone etiquette emphasizes the importance of active listening. The interlocutor should feel that you are listening carefully to him. Support his speech with the words “yes”, “clear”, etc. Keep the conversation under control, not allowing the interlocutor to stray from the topic and drag out the conversation. Try to answer a question with a question, thereby leading the interlocutor to a personal meeting.

Abstract

Intonation

It is a well-known fact that three channels are involved in the transmission of information - body language, intonation and words. In personal communication, sign language takes center stage. However, during a telephone conversation, this channel disappears, and the main role is played by the intonation with which the message is transmitted. The rules of telephone etiquette urge you to carefully monitor your intonation, especially when conducting business negotiations over the phone.

The positive intonation of your voice allows you to favorably set up the interlocutor for the conversation, creates his mood, and you good reputation. With the help of intonation, charge the interlocutor with your smile, energy and enthusiasm.

Pose

The rules of telephone etiquette do not advise you to fall apart in an armchair or put your feet on the table during telephone conversations. While in this position, you change the angle of the diaphragm, which causes a change in the timbre of the voice, making it indifferent and disinterested. Do not allow this, because the interlocutor will immediately understand that you do not need this conversation.

Speech rate

If your interlocutor is slow, then you try not to rush, giving him information. From the fact that you speak faster, he will not think faster. Just the opposite. Not keeping up with the speed of obtaining information, the train of thought is lost, and the person eventually becomes completely confused.

Another case is if the interlocutor quickly grasps and analyzes information. His speech is short, and the decision does not require much thought. In this case, your slowness and slowness can annoy him, he needs action. When communicating with this type of person, speed up your speech, but carefully control everything so as not to look ridiculous.

listen to yourself

Try saying "Hello" a few times. different ways. Record on a voice recorder. Listen to everything. Choose the most suitable option which, in your opinion, has and sounds positive.

Choose synonyms for the word "Hello". For example, "yes" or "I'm listening." And now record with them. All this will help you hear your voice from the outside and choose the most good option timbre and intonation. Do this exercise until you achieve the desired effect. Remember it and try to always stick to it later.

By observing your own negotiation, you will realize that many problems disappear by themselves as soon as you begin to adhere to the rules of telephone etiquette. Observance of the simplest truths can win over people, help you achieve results and avoid unpleasant consequences.

Taking into account these simple rules of telephone etiquette, you will be able to establish yourself as a correct, competent person and a stable business partner.

Brevity

Do not delay telephone conversations. The call should be short and clear. The rules of business telephone etiquette provide for the duration of a business conversation for about five minutes. If the issue requires a long discussion, then it is better to arrange a personal meeting.

When calling, first ask if it is convenient for the interlocutor to talk at the moment, and if not, then apologize and specify when to call you back.

Right Priorities

Telephone etiquette teaches you to prioritize. If you are unable to answer incoming calls, then turn off your phone or entrust answers to the secretary. During personal communication with a client or visitor, you should not talk on the phone for a long time. Briefly communicate that you will call back later and specify when it is most convenient to do this. If you need to call in front of the visitor, apologize to him and make the call as short as possible.

Don't talk in noisy places

The rules of telephone etiquette do not recommend conducting business conversations on the phone, being among a large number of people, in public places, cinemas or transport. The noisy environment around to a minimum reduces the effectiveness of such a conversation, interfering with the correct perception of information.

Who ends the conversation

The rules of telephone etiquette stipulate that the conversation on equal terms should be completed by the one who started it. If the conversation takes place with a higher management, then only on his initiative the conversation stops. The woman has the same privilege. Realizing that the conversation has dragged on, and you will not hear anything new, try to restrain your impatience. Try to correctly end the conversation, for example, with the phrase: “Thank you for your time and successful discussion of issues.” Politeness will form a positive opinion about you.

What to do with an annoying interlocutor

When communicating with an annoying interlocutor, the rules of telephone etiquette recommend not wasting your time on him and correctly explaining that you are unable to continue the conversation further.

The rules of telephone etiquette advise you to prepare in advance for all important conversations. Make a list of questions to discuss so you don't miss anything and don't call back several times for the same reason. This makes a negative impression.
The rules of telephone etiquette are considered a sign in bad taste calls to the interlocutor's home or personal phone to discuss business issues with him. Even the fact that he himself gave you these numbers is not a reason to solve cases after hours. Successful businessmen should have time to discuss such issues during the day. Of course, there are exceptions to any rule. If you have just such a case, and you have previously agreed on a call, then choose a time no earlier than eight in the morning and no later than eleven in the evening.
The rules of telephone etiquette recommend composing a message in advance if you want to send it through an intermediary or an answering machine. This will enable you to compose the text more capaciously and correctly.
Try to find out in advance from the interlocutor when it will be convenient for you to call him. When you get through, check again if he can now devote time to you. The rules of telephone etiquette do not advise you to wait a long time for an answer to your call, 5-6 beeps will be enough. Always be ready to join the conversation if you do not call yourself, but instructed the secretary.
According to the rules of telephone etiquette, calls made before eight in the morning and after nine in the evening are considered unacceptable. And on a day off, you should not disturb anyone until eleven o'clock in the morning. But if you have to conduct business negotiations in such early time, then you should not show your irritation, it is possible that this news cannot be postponed. Otherwise, hint to the interlocutor that you should not call you at such a time.

What to consider the rules of business telephone conversation etiquette if you call

introduce yourself

Always state your name. Even despite the absolute certainty that you were recognized. The rules of telephone etiquette do not recommend the use of phrases like "you are bothered", etc. - this puts you in a bad light. It will be correct to first introduce yourself, giving your name, and, if necessary, position, and proceed to discuss the issues outlined.

Find out if you're talking to the right person

Before starting a conversation, you should make sure that the one you need is on the other end of the wire. If you do not know for sure that the interlocutor you need picked up the phone, ask to invite him to the phone as follows: “Can I hear Nikolai Petrovich?” or "Please invite Maria to the phone." You should not guess who exactly answered the phone, listing all the familiar names, for example: “Hello, is this Masha? Not? Glasha? etc. You will look ridiculous and ridiculous. And you are unlikely to give the impression of a successful person with whom you can conduct common business. Just at the very beginning of the conversation, briefly ask, for example: “Vadim Petrovich?”. If this is the person you need, then say hello, introduce yourself and get down to business.

Don't find out who's on the phone

It is not recommended to find out who picked up the phone by asking: "Who is this?". If you have doubts about the correct dialing of the number, check whether you got through: “Hello! Is this the Phoenix Company? etc. If you find out that the number is dialed incorrectly, try not to call back several times, but simply find the correct number, for example, on the website of the desired company.

What to do if the right person is not there

Specify when it is more convenient to call back if the person you need is not at the place.

How to leave a message on the answering machine

Thinking through the text of the message for the autoresponder, do not forget the order: first - greet, introduce yourself, specify the date and time, then briefly state the question and ask if possible to contact you, at the end - say goodbye.

At the start of a conversation

The rules of telephone etiquette advise at the very beginning of a conversation to always clarify whether it is convenient for your interlocutor to give you time at the moment. An untimely call can ruin a million dollar deal. If your interlocutor is busy with something more important to him, then all your suggestions will be ignored. Without delving into the little things, it is easier for him to refuse you than to be distracted from what he is doing. By calling at a more convenient moment, you could easily persuade him to make a deal, giving serious arguments, but now his thoughts are completely different, and your plans are thwarted.

save time

The rules of telephone etiquette advise you to explain the subject of the call for no longer than one minute. It makes no sense for ten minutes to develop the topic of why you decided to call. Speak clearly and specifically so as not to waste time from the interlocutor.

Don't Apologize, But Be Thankful

Don't apologize for taking up the other person's time, even if you feel like you're taking up a lot of their time. Your apologies will not do you any good, because the interlocutor will think that:

wasted time talking to you;
you are not confident enough in your abilities;
you don't value your time.

The rules of telephone etiquette advise replacing apologies with gratitude. Simply thank the other person for making time for you by saying, “Thank you for your time.”

What are the rules of telephone etiquette if they call you

When to pick up the phone

Try to answer the call immediately, before about the fifth ring. Telephone etiquette recommends answering the third ring. The first is needed to postpone things. The second is to tune in. The third is to smile and pick up the phone. This is what demonstrates a respectful attitude towards the client and the corporate ethics of the company. Failure to comply with business etiquette indicates a low level of corporate ethics in the company.

Do not immediately grab the phone. Put things aside, tune in, smile and pick up the phone.

How to answer

The rules of telephone etiquette strongly recommend not to use the words “Hello”, “Yes”, etc. in a business setting. When you pick up the phone, you should say the name of the company you represent. For example: “Company Triumph, hello!”. We advise you to think in advance of a greeting related to the specifics of your company. It is not necessary to give your first and last name, it is enough to indicate your position or department of the company. The main thing is that it becomes clear to the interlocutor which company he called and who is talking to him. And you don't need to find out who is calling if your colleague is asked.

If there is no time

The rules of telephone etiquette consider it unacceptable to pick up the phone and, saying: “Wait a second,” make you wait for the caller until you are free. It is much more appropriate to say that you are busy at the moment and will call back later or name a time when it will be more convenient for you to talk.

While in a business meeting or meeting, mute your phone, giving priority to live communication. When finished, you can call back.

If another person is asked

If you are asked to invite another person to the phone, answer, for example, like this: "Wait a second, I'm passing the phone to him." In turn, the one who is invited to the phone should thank for this.

If he's not there

If you cannot invite an employee to the phone due to his absence, be sure to offer to call back after some time. For example: "Please call back in 15 minutes."

When you are already talking to someone

The rules of telephone etiquette advise against picking up two phones at the same time, so as not to make one of the interlocutors wait while you talk to the other. You need to pick up the phone, apologize, and briefly explain the situation, offer to call back later. Or apologize to the first interlocutor, and after completing the first conversation, start the next one.

If outsiders are around

What are the rules of telephone etiquette for the secretary

Always introduce yourself when you answer the phone. The interlocutor must know who is answering him. Introduce yourself and greet him. State the name of the company you represent.
Always keep your emotions under control, especially negative ones. The person needs to hear that you are interested in his call and are friendly. Conduct conversation politely, correctly and with a smile.
When answering a call, try to pick up the phone in left hand. This will help, without changing hands, to make the necessary notes. Place note paper and a pencil or pen next to your phone. You can not interrupt the conversation in search of them.
Priority for calls addressed to management. The rules of telephone etiquette do not recommend leaving a client calling management on the line. You should always be aware of whether your boss is in place. It is unacceptable to first connect the client, and later, having found out that the director is absent, tell them to call back later.
According to the rules of telephone etiquette, the secretary needs to ask: “How to introduce you?”. The client must answer by stating his first and last name. After that, the secretary connects and holds the line until the director picks up the phone, returning to the client every 30 seconds.
In the absence of guidance, all call data must be recorded by the assistant secretary. Records should contain information about who called, at what time, for what reason, to whom and when to call back. Subsequently, all information is reported to the head.
To avoid mistakes, the rules of telephone etiquette advise you to immediately check them with the dictating person when recording data.
There are many small issues that can be resolved and not at the management level. An experienced secretary-referent competently and correctly regulates telephone calls to management, if possible distributing them to other specialists.
The rules of telephone etiquette oblige the assistant secretary to give as much as possible full information about the manager’s reception schedule, his ability to receive a call, if necessary, inform the planned time of the call.
Each institution may have a range of information that is not reported over the phone. In this case, the assistant secretary recommends that the subscriber contact the manager in writing or in person.
The rules of telephone etiquette recommend keeping a short, tactful style in a business conversation. The conversation should be complete and clear, not allowing any other interpretation.
With a parallel call, the secretary must apologize to the interlocutor, briefly explain the situation and end the conversation.
When a question is received to which the secretary does not know the answer, he must apologize and ask the interlocutor to give time for clarification and agree on a second call.
Telephone etiquette emphasizes that restrained, tactful, friendly and respectful communication with any partner will be correct. You must always keep your emotions and actions under control.

Scripts and speech modules for incoming calls. telephone etiquette

Pick up the phone. They are calling you!

business hello

Personal "Hello!"

When you call

business call

Personal call to a friend or relative

Let's continue the conversation

business continuation

Personal conversation on the phone

General rules for telephone conversations

A small conclusion

telephone etiquette: rules and regulations

1. Pay attention to the tone of your voice

2. Greet the caller

3. Introduce yourself on the phone

4. Answer incoming calls after the 2nd, maximum after the 3rd ring

5. When calling, do not say "You are worried about ..." or "You are worried about ..."

6. When calling, ask if the client can speak to you

7. Get to the heart of your call as quickly as possible

8. Using the "hold" function

9. If they ask a person who is absent

10. Finishing the conversation, say goodbye to the interlocutor

11. Adjust to the speed of the interlocutor's speech

12. Do not chew, drink or smoke while talking on the phone

13. Do not apologize to the interlocutor for taking up his time

14. Using the speakerphone (speakerphone)

15. Communication with secretaries

Telephone etiquette: rules and regulations

1. Pay attention to the tone of your voice

2. Greet the caller

3. Introduce yourself on the phone

4. Answer incoming calls after the 2nd, maximum after the 3rd ring

5. When calling, do not say "You are worried about ..." or "You are worried about ..."

6. When calling, ask if the client can speak to you

7. Get to the heart of your call as quickly as possible

8. Using the "hold" function

9. If they ask a person who is absent

10. Finishing the conversation, say goodbye to the interlocutor

11. Adjust to the speed of the interlocutor's speech

12. Do not chew, drink or smoke while talking on the phone

13. Do not apologize to the interlocutor for taking up his time

14. Using the speakerphone (speakerphone)

15. Communication with secretaries

Why are telephone etiquette necessary?

Telephone etiquette and its basic rules that are not related to the conversation

Basic rules of business telephone etiquette

What to consider the rules of business telephone conversation etiquette if you call

What are the rules of telephone etiquette if they call you

What are the rules of telephone etiquette for the secretary