Telephone conversation. Managing phone calls. Taking a message Telephone Etiquette: What You Need To Know Introduction

Telephone conversation. Managing phone calls. Taking a message
Telephone Etiquette: What You Need To Know
Introduction
More of our communication is done by telephone every day. Home phones, office phones, and cell phones are our virtual ties to each other as we rush from place to place. There is an etiquette for how we should answer the phone, how to speak properly on the phone, and, yes, how to decide when we should ignore the phone when it rings. It can be done, despite what many teenagers think.
Home Phones
Answering the phone seems simple, but most of us have been stunned into silence when someone has answered the phone by shouting, "Hello?" or, "What?" in such an irritated voice that we did not know what to say next. If you are truly so irritated that you do not want to be bothered, it is better not to answer at all. That is why the answering machine was invented. It is far better etiquette to let your answering machine pick up and return the call when you are in a better frame of mind than to snap at a caller because he or she has interrupted your shower, dinner, or nap.
Our obsession with answering the phone at all costs borders on the unhealthy. What did we do before cell phones, call forwarding, and all of the other conveniences that made phone calls readily available everywhere? Most calls could wait, and they still can.
Taking Calls
Always answer the phone warmly and with enthusiasm. If at all possible, answer your home phone by the fourth ring. If you are going to be doing something outside or in a room with no extension, take a cordless handset with you. Although it is popular these days, do not answer the phone with a joke or by saying something such as, "Speak to me!" You do not know who is calling and it is abrupt and disconcerting. Simply say, "Hello!" and wait for the caller's reply.
If the call is not for you, ask the person politely to wait while you get the person asked for. Set the phone down while you go get the person. This does not mean covering the receiver and shouting for the other person at the top of your lungs. The person on the other end will still hear you, and it is always rude to shout at someone unless you are on a playing field.
When you are talking to someone on the phone, give that person your undivided attention. The person on the other end can tell if you are really paying attention. The inflection of your voice, your responses, and even how often you respond all tell the caller a lot about how much you are focusing on him or her.
· Turn down any background noise, such as televisions and stereos.
· Do not eat or drink while you are on the phone. It sounds terrible on the other end, as though you are chewing and slurping right in the caller's ear.
· Be honest at the beginning of a call if you cannot stay on the phone long. It is much more polite to say, "Joan, it's so good to hear from you! How are you? Listen, I can give you about 10 minutes, but then I have to fly because I have a dentist's appointment. So let's chat, and then can we talk more tomorrow?" than it is to suddenly cut your friend off in the middle of a serious conversation.
· As with any conversation, make sure you listen as much as you talk, if not more. The same applies whether you are receiving a call or making one. A good conversationalist always shows interest in the other person and what that person has to say.
Taking Messages at Home
If you take a message for someone else, be sure you get all of the relevant details. If someone calls for your brother and says, "Just tell him Tom called," ask questions unless this is someone you know very well and you are sure your brother has Tom's phone number and will know what Tom's calling about.

Otherwise, ask, "Tom, could you give me your last name and phone number? I just want to make sure my brother has it. He probably does, but I'd hate for you to miss his return call." After you have gotten this information, you might want to ask, "Will he know what this is about?" If he says yes, just say, "Great! I'll make sure he gets the message!" One way to make it easier for everyone in your house to take messages is to make sure there is a pen and paper next to every phone.

If you are leaving a message, always make it easy on the person on the other end of the line. Give your full name, phone number, and a brief message. Talk slowly and ask if the person has everything before hanging up. "This is Rick Wagner calling for Eva. I'm calling about Thursday's Little League meeting. She can reach me at 555-8797. Thanks so much!"
Interested in learning more? Why not take an online Etiquette course?
Making Calls
Keep in mind when calling friends and family that their schedules may not be the same as yours. If they work swing shift or have young children with early bedtimes, you should inquire about when it is convenient to call them. If you do not know when you call, be sure to ask, "Is this a good time for you?"
When you are on the phone with others, be aware of how long you have kept the other person tied up in conversation. Some people have difficulty knowing how to end a phone conversation gracefully. Do not allow yourself to trap someone on the line just because you have a free hour or two to chat. That person may have a dozen chores she or he needs to get to, so be aware of the time and get to your point quickly. If you are just calling to "catch up," keep it short and make plans to get together later for a more detailed chat or arrange a scheduled time for a detailed phone session.
If you dial a wrong number, be sure to apologize before you hang up. Do not ever slam the receiver down because you are embarrassed or the person answering sounds angry. Just because someone else has forgotten his or her manners is no reason for you to forget yours. Be honest and brief: "I'm so sorry, I must have a wrong number. Excuse me." Then hang up and check your number before dialing again. If you get the same person, do not dial the number you have again. It is obviously incorrect and you do not want to continue annoying the innocent person on the other end.