Telephone calls are an integral part of business communication. A significant part of official contacts with partners, officials, and clients takes place precisely by telephone. Proper use of the telephone features effectively saves valuable time. However, ignorance of telephone etiquette causes irreparable harm to the reputation and image of a business person.
The basic requirements of telephone etiquette are simple.
When negotiating a call, always check when it is more convenient to make it. After dialing, do not hold the handset for long if no one answers at the other end of the wire. The maximum waiting time is six beeps. If you have instructed the employee or secretary to reach the person you are interested in, then you should be ready to join the conversation at any time.
Do not forget to say hello. Always and with everyone. Psychologists recommend saying: “Good afternoon!” Rather than “Hello!”, As the last word has more consonants. Say “Good morning!” and “Good evening!” also not desirable: we have a working day.
After the greeting, invite the person you are interested in to the phone, then introduce yourself. the one who calls is the first to call himself. It’s permissible not to call yourself if there is no subscriber on the spot with whom you need to talk. You can ask when he will be in place, or ask for something to convey to him.
Do not ask, “Who are you? And what is your number? ”, But you can clarify whether you dialed the number correctly and phoned where you wanted. If you made a mistake with the number, then at the next set, immediately specify whether it is the number that you need. If the conversation was interrupted due to technical reasons, then the initiator of the conversation should call back.
A phone call must comply with the requirements of brevity. Do not forget: time is money! The recommended duration of a business conversation is no more than five minutes. It will be very kind of you if at the beginning of the conversation you ask if the person you are talking to has time and to what extent. If he’s busy, apologize and ask when it’s best to call back.
When answering a phone call, you need to pick up the phone before the fourth or fifth call, ideally after the second. Answers such as “Yes!”, “Hello!”, “I’m listening!” Are unacceptable in the official setting. Business etiquette recommends creating a script of the first words of greeting in relation to the specifics of your company, company. You do not need to give a surname, limiting yourself only to indicating your position or department of the company. It is important that the person who dialed your number understands exactly where he called and who is talking to him. If your colleague is asked to call, it’s indecent to find out who is asking him.
If you are very busy, it’s better to turn off the phone or ask the secretary to answer the phone. If a client or visitor is in your office, then communication with him is undoubtedly a priority. You should answer the call only in order to find out who is calling and tell you when you can call back, or ask the person to leave your number and promise to call him back later. If you have visitors and you need to call, you should apologize to them, and try to make the call as short as possible.
Under equal conditions, the one who called ends the conversation. When talking with the boss, the initiative to end the conversation should come from him. (By the way, in an out-of-office setting a woman has the same privilege). If the conversation drags on, then you can summarize using the phrases: “I believe that we have discussed all the issues,” “Thank you for taking the time for me,” and the like. Try not to be impatient, leave a good impression about yourself.
It is considered bad form to make official calls home or on your personal mobile phone. Business people with a good reputation should be in time to do their work during working hours. If your business partner has provided you with your home or mobile phone number and allowed you to call at any time, you should not take it literally. In the event of a preliminary agreement or extreme circumstances, you can, of course, call outside the office hours, but such a call should be the exception, not the rule. All the more, think a hundred times before calling too early in the morning or late at night. So that you decide to call before 8 a.m. and after 11 p.m., at least a fire must occur.
And most importantly, always be friendly. After all, telephone wires can transmit both a gloomy look and a displeased facial expression, and a friendly smile.