Telephone etiquette or basic rules of conduct in a telephone conversation: list, phrases. How to appear correctly by phone with an outgoing call in the company, office, home call? How to respond to phone calls in the office and at home?

How to speak on the phone during business communication.

Content

Business communication cannot be presented without telephone conversations. Partners, officials, customers find out most of the questions with the help of the phone. The same situation with official contacts.
How to use telephone capabilities effectively and competently, so that the precious time is not in vain to lose and increase business contacts? It will help create an image of a person who knows the specifics of his work in the business environment, knowledge of telephone etiquette.

Telephone etiquette or basic rules of conduct in a telephone conversation: List

If you call the company by behalf of the company or organization, taking incoming or redirect customer calls to other persons, then you definitely need to familiarize yourself with the basic rules of telephone etiquette. This will help you establish yourself in a professional environment as a competent specialist, as well as among customers.

Will help maintain reputation knowledge of the laws of telephone etiquette

The norms of telephone etiquette dictate their conditions to modern companies, which are systematically care about their reputation. Knowledge of telephone etiquette is one of them.

Which of the employees of the company must know and put the rules of telephone etiquette into practice:

accepting incoming calls
the one who calls the organization on behalf of the organization
who accepts customer calls forwarding to him

What does it mean to adhere to the rules of telephone etiquette:

Talking on the phone, it is important to maintain even intonation of your own voice and not give free rein to emotions. Since during a telephone conversation one of three channels is activated that allow people to communicate (they include “gestures”, intonation and words), the interlocutor, losing one of the channels, begins to perceive the meaning of the message in a slightly abbreviated form.
The meaning of what was said by phone is transmitted as follows: the absence of a “gesture language” leads to the fact that the remaining two channels (intonation and words) accounts for 100%of the meaning of what has been said, more precisely, 86%is assigned to intonation, and only 14%of words.
The emotional coloring of the message is transmitted through the voice of the interlocutor. The interlocutor has his own impression of who called him. Therefore, by telling any information to the interlocutor on the phone, you can not only influence its primary perception, but you can also create the mood of the interlocutor.

Try to convey your energy and enthusiasm for intonation

A smile during telephone communication is also necessary. Do not think that, deprived of the opportunity to see you, the interlocutor will be able to catch the confidential notes you need and a positive attitude in the absence of a smile. Try to convey your enthusiasm with intonation.
When talking on the phone, do not fall apart in the chair, do not stretch your legs on the table. In a reclining or half -sitting pose, the angle of the diaphragm is shifted, which changes the timbre of the voice. At the other end of the wires they will definitely guess that at this moment you are lying. The only thing you can transfer to the client or employee of another organization using a phone call in such a performance is his disinterest and complete indifference.
When answering a phone call, do not forget to greet the caller. However, for different times of the day, use the appropriate greeting: “Good morning! Good afternoon! Good evening!".
Greeting with the person who scored the phone number of your organization, you show how important this call is for you and the fact that the conversation gives you joy, no matter what information you will hear. But even if your personal attitude to a person who needs to find out any information on the phone has a negative shade, then at the other end of the wire should not guess about it.

Do not give free rein to emotions during a telephone conversation

There is a category of people who, picking up the phone, are pronounced invariably and without any intonation “Hello!”, “Yes!”, “Listen!”, “Company (name)!”, “At the apparatus!”. You should not be like such “telephone dinosaurs”, because the calling after such a “greeting” is unlikely to express a desire to continue the conversation. Most likely, he will also dry out the necessary information and complete the conversation.

The conversation on the phone after greeting also includes the name of the organization. When accepting external calls, do not forget to completely call a company or institution in which you work.

There are two options for an official greeting that are carried out on telephone:

Option 1: with a minimum approach.

The receiving call greets the caller, calls the organization. An example of such a greeting: “Good evening! Editors of the magazine "Rocket".

Option 2: with the maximum approach.

This option implies a greeting, the name of the organization, the name of the person who answers the call. An example of such a greeting: “Good morning! The editors of the magazine "Rocket", Nadezhda Viktorovna listens! "

Which option do you like more, and use it. Both options help create the impression of a person who answers a phone call as a professional. The same opinion will have a called relative to the organization.

Answer the incoming call after the 2nd or 3rd call

One of the main laws of business telephone communication is that you need to answer an incoming call after the 2nd or 3rd call. The “telephone” personnel, whose duties include responding to phone calls (telephone operators, secretaries of companies, employees of “hot lines”) learn this rule as the most important thing.
Why is it not recommended to pick up the phone after the first call? Everything is explained very simply: the calling might think that the organization’s employee was missing before, not knowing what to do, waiting for the next call. In a few seconds that you have before the second or third call, you will be distracted from the case that you were busy before and completely concentrate on the incoming call.
It is not recommended to respond to those who are included after the 4th or even the 5th call for the simple reason that the caller, waiting for the answer by phone, may lose patience. During this short period of time, the calling will have time to form a “certain” opinion on the company's interest in clients and the ability to quickly respond to their needs and problems.

Responding to those in the 4th or even 5th call is not recommended

Who should appear on the first phone?

Having dialed the phone number you need, do not repeat the mistakes of those who start the conversation with the phrase: “You are worried (the name of the organization)” or “You are disturbed on the issue”. So the telephone conversation begins uncertain people or those who want to look polite. Why are these phrases unsuccessful? If you “disturb (disturb)” a person on the other end of the wire, then from the first minutes of the conversation a negative attitude towards the calling and to the call itself is formed.
This will automatically cause a feeling of anxiety, and thereby you yourself give a reason to relate to your call as an undesirable, which only distracts you from important things.
Do not create uncomfortable moments for yourself and the interlocutor with phrases that sound like "I have to disturb you and break your comfort because I need to find out some questions."

What phrase to start a conversation from? Say hello and introduce yourself. For example, it may sound like this: “Good afternoon! Gennady Pavlovich calls you from the printing house. ”

Who should be presented on the phone first

Video: Business telephone etiquette

How to appear correctly by phone with an outgoing call in the company, office, home call?

When making an outgoing call, be sure to ask if your interlocutor can talk to you. After all, he can have his own list of cases or plan meetings, meetings. Most likely, before picking up the phone, he was busy with something and you tore it away from this lesson. Consider this when making a call to a mobile phone.
After you introduced yourself, do not rush to immediately proceed to the question that prompted you to call him. Find out whether the interlocutor has time to listen to you and only in case of a positive answer go to business. So you will show that you value his time and position yourself in the eyes of the interlocutor as a professional. This cannot but arouse respect for you and the organization you represent.

How to apply the above recommendations in fact:

Option 1: First, introduce yourself. After that, ask the interlocutor if he has time to listen to you, while voicing the purpose of the call.

Option 2: Imagine, call the call to the call and only after that ask if the interlocutor can devote time to you.

When making an outgoing call, be sure to ask if your interlocutor can talk to you, especially if you call on a mobile

How to welcome the client by phone during a business conversation?

If the initiator of the conversation is not you:

"The art center Leonardo, Good evening, administrator Olga, I listen to you."
If you think such a phrase is too long, you can limit yourself to a reduced greeting: “The art center Leonardo, good evening!”.
Very often you can hear this greeting: "Hello!" However, it is permissible to say hello in a personal meeting, and in business communication such free phrases are unacceptable.

If you are the initiator of the call:

Imagine, name your organization or name of the company and ask if your interlocutor has time for

Video: Correctly introducing us to the client by phone

How to contact the phone correctly: phrases of telephone etiquette

The key to the right business communication on the phone will be the following phrases:

If it's not hard for you
Thank you for taking the time
Do you have time to wait for the answer? Will I need to contact the supply department?
I will clarify this data and call you back.
Thank you that in their schedule they allocated time for this conversation.
Thank you that, despite their employment, we found time for our conversation.

The following questions will help you to clarify the information: