ETIQUETTE & PERSONALITY
Proper Telephone Etiquette Every True Gentleman Should Know
WHEN MAKING A CALL
Here are the general steps to follow when you call someone on the phone.
BEFORE YOU MAKE THE CALL
- Always program your family, friends and clients’ numbers on your phone with their First Name and Last Name so that you can address them by their names as soon as you call them.
- Check the number carefully to ensure you dial it correctly. And, if you have dialed a wrong number, apologize. Don’t just hang up.
- Allow the phone to ring long enough [usually 5 to 6 times] to give the person time to get to the phone. Most people would call you and wait till it rings twice and they just hang up. Expecting you to call back or they just drop a message saying they were not able to reach you. This is very wrong.
ONCE THE RECEIVER PICKS THE CALL
- Be polite with anyone you speak with on the phone. Greet them pleasantly – they will appreciate this and they’ll be more willing to listen to you or attend to your request as the case may be.
- Always identify yourself to the person you are calling. Never call someone and ask the person “Who am I speaking with? without first identifying yourself. And, don’t make them guess who is calling. For e.g. you can say “Hello, Mr. Tayo … this is Kobi on the line…”
- Unless you have a relationship with the person you are speaking with, don’t call them by a first name.
- It’s a good telephone etiquette to ask the person on the other end of the line if it’s a convenient time to talk. For E.g. you could say “Is this a good time to talk or am I interrupting anything?“
- Speak loud enough directly into the phone so he/she can hear you – without shouting. And when it’s not convenient, make use of a headset.
- Don’t interrupt while the other person is speaking. It’s very rude to do so.
- Observe courtesies like “Hello, Please, Thank you and Good bye” throughout your phone conversation.
- If you become disconnected from a person you called, it is your responsibility to call back immediately. Don’t wait for them to call you back.
WHEN YOU ARE DONE TALKING AND WISH TO END THE CALL
- Always end the call with a farewell message.
- It’s your responsibility to end the call, not the other person. Once you are done speaking with the person on the other end of the line, say good bye and end the call.
- Hang up gently. An abrupt hang-up or slamming of the phone is unpleasant
- Keep it cool when hanging up the phone no matter how bad the conversation goes. The phone didn’t just upset you, the individual you just finished speaking with probably did, why then would you get angry at the phone – be a gentleman – hang up the phone gently?
Extra Tip | Telephone Etiquette When Making Calls:
- Stand up when making sales or business calls. This injects more energy into your voice because there is less pressure on your diaphragm unlike when you are sitting down. You will also feel more confident, be able to pitch more clearly and the prospect will be more likely to listen to you.
- If you must put someone on speaker phone make sure you let them know if someone is there with you.
- Don’t call someone you do not know so well during odd hours or when you know they are busy. For. e.g. early morning [before 7 am], after work hours [after 7 pm] or lunch time is usually not an appropriate time to call someone who is not family or a friend. If it is not urgent you might call anytime between 8 am and 6 pm, excluding lunch time usually 12 noon to 2 pm.
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