Although instant messaging and email are quickly becoming standard forms of communication, the telephone still plays an important role in business world. Just like a face-to-face meeting, telephone conversations are expected to and should keep to certain rules of etiquette to help make the experience pleasant and productive for all those involved.
It’s easy to get rid of manners when talking over the phone. Distractions abound, from impromptu meetings or email notifications blinking on your computer screen. Keep in mind that a conversation over the phone carries just as much importance as a face-to-face meeting, as it is a great opportunity to communicate in real time.
■Tuning up Your Pipes
If your job requires being on the phone most of the day, remember it generally takes a few hours for the human vocal cords to fully warm up after a night’s sleep. Eight hours of rest usually leaves them a little raucous. Practice enunciation in the bathroom mirror while you are ready for work, or do some vocal exercises in the shower. Singing in the shower is a good practice for a day of cold calling—but be sure you’re not disturbing someone else’s slumber with your warbling. Deep breathing exercises help condition your throat and stomach for a day’s worth of talking, as well as blowing your nose gently and clearing your throat. If you drive to work, you can also sing along with the radio in the car.
■Making the Call
When making a business call, make sure to first identify yourself and your company. If you’re routed to a receptionist or operator, also include the name of the person you’re trying to reach. For instance, “Hello, this is Henry Robert from UG Productions. May I please speak with Mark Smith?” will do.
Be prepared with a one or two sentence explanation of the purpose for your call. When you are connected with the person, make clear the purpose of your call and then make sure to ask if you are calling at a convenient time. This is one of the most overlooked points of phone etiquette, and gives the person you’re calling the opportunity to better address your needs at a later time. Don’t fib about how long your call will take—if you know it will take longer than five minutes, don’t say, “It’ll be quick.” Let the person know what they are getting into at first beginning of the conversation.