Etiquette is essentially about proper conduct and presenting yourself favorably. Demonstrating good etiquette is important if one is to be successful. One area where this is critical is the business phone call.
Millions of business phone calls are made every hour and every day. Business people who interact only on the phone but never meet each other still form strong opinions of each other. Practicing good business phone etiquette helps foster clear lines of communication, establish rapport, and avoid misunderstandings.
Most of us can get a phone call that leaves us frustrated or irritated. How much of this could be attributed to poor phone etiquette? Here we explore some simple examples of areas within business phone etiquette that should be used when making or receiving calls.
Every successful business interaction needs preparation. The phone call is no exception. It is important to know who you are calling, the most convenient time to do it, the reason for your call and what you can do for them. Be structured, short and sharp.
If the recipient does not know the caller, it is important that the purpose of the call and the caller’s credentials be established immediately. A simple introduction followed by a sentence or two not only displays good phone etiquette, but allows the recipient to set forthcoming information in context.
Particularize your intention behind the call. Don’t assume the recipient understands why you are calling and what you expect of them. Expand the information and specify the purpose of the call.
Convey information that the recipient understands, appreciates, and finds useful. Babbling and speaking in a generic way will lose attention and will usually reflect poorly on the caller.
Good business telephone etiquette demands professionalism at all times. When talking to someone you don’t know, avoid informal language or personal questions. Once a relationship has been built, it is considered polite to ask about weekends, children, or other non-sensitive personal matters.
Privacy and security around stealth issues should always be considered on the phone. If it is imperative that sensitive conversations take place over the phone, business etiquette requires that you confirm with the recipient that this is appropriate.
Be patient. Demonstrating good business etiquette relies on remaining calm, collected, and composed under pressure or when faced with a difficult situation. Your ability to be patient earns respect and avoids rash actions or decisions.
Although there is much more to business phone etiquette than the 7 P’s above, you will find that they can go a long way towards a better understanding of how to use the phone effectively in the business world.