How do you find phone etiquette expectations for your audience?

1 Research the culture

Different cultures have different ways of greeting, addressing, and ending phone calls. Some may prefer formal titles and salutations, while others may use first names and casual expressions. Some may expect small talk and rapport-building, while others may value brevity and directness. Some may consider interruptions and feedback as signs of engagement, while others may see them as rude and disrespectful. To avoid offending or confusing your audience, you should research their cultural norms and preferences before you call them. You can use online resources, books, or guides to learn about the general etiquette of a country or region, or you can ask someone who is familiar with the culture for advice.

2 Know the purpose

The purpose of your phone call will also influence the expectations of your audience. For example, if you are calling to make a sales pitch, you should be prepared to introduce yourself, explain your offer, and handle objections. If you are calling to resolve a complaint, you should be empathetic, apologetic, and solution-oriented. If you are calling to interview for a job, you should be professional, confident, and concise. Knowing the purpose of your call will help you choose the appropriate tone, language, and structure for your conversation. You should also have a clear goal and agenda for your call, and communicate them to your audience at the beginning.

3 Adapt to the situation

Even if you have done your research and know your purpose, you may still encounter situations where the phone etiquette expectations of your audience are different from yours. For example, they may have a different time zone, a different level of authority, or a different communication style. In these cases, you should be flexible and adaptable, and follow the cues of your audience. For example, if they are in a hurry, you should get to the point quickly and avoid unnecessary details. If they are more senior than you, you should show respect and deference. If they are more expressive or reserved than you, you should match their level of enthusiasm or formality. By adapting to the situation, you can show that you are respectful, attentive, and courteous.

4 Ask for feedback

One of the best ways to find out the phone etiquette expectations of your audience is to ask them directly. You can do this at the end of your call, or after you have established some rapport. You can ask them if they have any questions, comments, or suggestions about your phone communication. You can also ask them how they prefer to be contacted, when they are available, and what they expect from you in the future. By asking for feedback, you can show that you care about their opinions and needs, and that you are willing to improve your phone etiquette. You can also use their feedback to adjust your phone etiquette accordingly, and to avoid making the same mistakes again.

5 Follow up

The last tip on how to find the phone etiquette expectations of your audience is to follow up with them after your call. You can send them an email, a text message, or a thank-you note, depending on the situation and the culture. You can use the follow-up to summarize the main points of your call, confirm any agreements or actions, express your appreciation, and invite them to contact you again. By following up, you can reinforce your message, show your professionalism, and build trust and rapport with your audience. You can also use the follow-up to check if they have any feedback or questions about your phone etiquette, and to address them promptly.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?