Basic Phone Etiquette

Good phone etiquette is crucial at work.

All societies have guidelines for proper behavior, and telephone etiquette is no exception. Even before cell phones became ubiquitous, basic standards existed for answering the phone, hanging up and carrying on conversations. Cell phones have added another dimension to telephone etiquette, since people use these phones anywhere and everywhere service is available. Behaving politely on the telephone, whether it's a landline or cell phone, shows considerate regard for others.

As a Caller

When you call someone, whether it's a friend, family or stranger, the first thing to do is to properly introduce yourself. Then, ask is if you are calling at a convenient time for the person to talk. If you suspect your conversation may take a while, tell the person up front that you need to discuss something with them that may take a bit of time. If they respond by saying they are busy with something else, ask them when a better time would be to call them back, and do so.

Receiving Calls

Saying hello with a friendly or professional voice creates a good impression and puts the caller at ease. Not all calls are going to be friendly, but staying polite helps set the stage for a civilized conversation. If the call is a telemarketing solicitation and you're not interested, simply tell the person that you are not interested and thank them for calling. If you have call waiting services and your line "pings," either ignore the call, or inform the second caller that you will call them right back but are currently tied up in another conversation.

Phones in Public

When you are in a quiet public place, set your phone to vibrate, mute or turn it off it. Some businesses and public buildings frown on the use of cell phones, especially in restaurants, theaters, and religious ceremonies. If your phone rings in public, walking to an uncrowded area where you can hold a quiet conversation is basic cell phone etiquette. Let the caller know that you are in a public place, and ask if you can call them back later -- particularly if the call may result in a highly personal conversation. Unwitting bystanders do not need to be privy to your private affairs.

Call Timing

Unless you know someone is an early riser or a night owl, calling between 8 a.m. and 8 p.m. is the most considerate way to contact someone. Time zones can cause confusion in this regard, and if you are unfamiliar with an area code, look it up in the phone book or online to learn its location. When it is 8 a.m. on the east coast, it is only 5 a.m. on the west coast. It is generally acceptable to contact people before and after those hours in emergencies, however, or when a matter is particularly time sensitive.

References

• Southern Ilinois University Carbondale: Telephone Etiquette
• Microsoft; Cell Phone Etiquette: 10 Dos and Don'ts; Joanna L. Krotz