How to Improve Your Telephone Etiquette
If you have ever received a long-winded voicemail message; been called by the same person every 10 minutes; been admonished, dumped or fired by voicemail; or had someone answer your phone call with a sullen "Yeah?", then you understand the value of phone etiquette. People behave far less sensitively by telephone than they do in person because the telephone lends a safe distance. A few simple refinements will make calling you a pleasure.
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Instructions
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Leave a perfect voicemail message. It is not a one-sided meeting or a brain dump; it is a simple request to call back, for a specific purpose. The perfect telephone message goes like this:
"Hello ________, it's ________ calling in regard to _________. Please call me at _________. So again, I'm __________ at ____________. Good day!"
Speak slowly, and leave your number twice, in case the person you called has to scramble for a pen.
Keep your message to 30 seconds. Nobody wants to receive a long-winded message with a nugget of useful information held back until the end.
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Do not assume the other person knows your voice when you call. Announce yourself. The other person will be embarrassed if you say something like, "C'mon, don't you know who this is?" or "How long have we known each other?"
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Disable your caller ID, or pretend you do not have it. Even if you know who is calling, announce yourself with your name,or a "Hello." Do not pick up the phone and say, "Yes, Bill?"
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Use your speakerphone rarely. It sends the message, correct or not, that you are multitasking or doing something else while you talk. And these calls broadcast to your entire office, creating noise pollution.
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Keep the volume down. Some people speak louder on the telephone than they do in person; some instinct tells them that they must speak louder to be heard, which was true of telephones in the 1920s when calling long distance but no more.
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Call a business person on a land line first; cellular phone second. Even if her business card has both a land line and cell-phone number, the land line will reach her in her office. The cell phone might reach her at an inconvenient location (such as a restroom).
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Handle unpleasant subjects in person, or with a phone call or letter---never a voicemail. Some real-life examples: "Hey, Jim! Sorry I didn't catch you. We've decided to buy from your competitor." That was for a million-dollar contract, and it devastated the salesman. Also: "I'll see you in my office, and don't look forward to it." And: "Your sister Rose had a stroke, and your mom wants you to call her. Have a nice day!"
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Answer calls promptly, and by the end of the day whenever possible. Do not call someone repeatedly if you can avoid it; this will feel like harassment.
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Tips & Warnings
Email has supplanted the telephone call as the quickest form of communication, but the phone is more personal than email. A telephone call has a more gracious, personal feel than an email.
