Minding Your Telephone Manners

Telephone and Voice Mail Etiquette

Eighty-seven percent of our message is perceived through our voice and only 13 percent by our actual words. Our personality and mannerisms are revealed through the tone of our voice.

Valuable Tips:

•  Always identify yourself before asking to speak to someone: “Hello, this is Joy Weaver. May I speak to Vicki Ford?”
• Always ask for permission and wait for a response before putting someone on hold.
• Use call waiting wisely. If you are on the phone with someone and are expecting an important call, let your current caller know in advance so he or she will be prepared for the interruption.
• Realize, many people are not awake/coherent before seven a.m. or after ten p.m., so be respectful and make calls within these hours.
• We sometimes dial the wrong number. Do not just hang up in the other person’s ear—apologize for the inconvenience.
• Use your normal voice and speak clearly. Remember, just because the person on the other end of the line is miles away does not mean you have to shout.
• Do not continue typing e-mails or doing other work when talking on the phone—this can be distracting and annoying to the other person.
• Do not assume that people will recognize your voice; be courteous and tell them who is calling.
• Avoid using this type of faux pas voice mail: “You have reached the desk of John Smith.” (No one wants to leave a message for John’s desk.
• When leaving someone a voice mail message—make it brief and concise, and always leave a callback number.
• Make certain the answering message on your telephone gives brief but valuable information. “Hello, this is Joy Weaver. I will be out of my office today but will be checking my voice mail at three p.m. and will return your call at that time. If you have an emergency, you can contact me on my cell at 972-999-7777.”