How can you give callers your full attention while multitasking?

1 Plan ahead

Before you make or answer a phone call, prepare yourself mentally and physically. Have a clear purpose and agenda for the call, and gather any information or documents you might need. Find a quiet and comfortable place to talk, and eliminate any background noise or interruptions. If possible, close other applications or tabs on your computer, and put your phone on silent mode.

2 Listen actively

One of the most important aspects of phone etiquette is listening attentively to the caller. Show them that you are interested and engaged by using verbal and non-verbal cues, such as nodding, smiling, and saying "uh-huh" or "I see". Avoid interrupting or finishing their sentences, and ask relevant questions or paraphrase their points to clarify and confirm your understanding. If you need to take notes, use a pen and paper instead of typing, as this can create noise and distraction.

3 Prioritize and delegate

Sometimes, you might have to deal with multiple calls or tasks at the same time. In this case, you need to prioritize and delegate effectively. If you are expecting an important or urgent call, let the other callers know that you will call them back later, and set a specific time frame. If you are on a call and another one comes in, politely ask the first caller if you can put them on hold for a moment, and check who the second caller is. If the second call is more important or urgent, apologize to the first caller and ask if you can transfer them to someone else or call them back later. If the second call is less important or urgent, thank them for calling and ask if you can call them back later.

4 Focus and follow up

When you are on a phone call, try to focus on the conversation and avoid multitasking. Resist the temptation to check your email, browse the web, or do other things that might distract you from the caller. If you have to do something else while on the phone, such as looking up information or filling out a form, inform the caller what you are doing and how long it will take. After the call, follow up with the caller if necessary, and send them a summary, confirmation, or thank-you email, depending on the purpose and outcome of the call.

5 Be professional and courteous

Finally, remember to always be professional and courteous on the phone, regardless of how busy or stressed you are. Use a friendly and respectful tone of voice, and address the caller by their name and title. Avoid using slang, jargon, or filler words, such as "like", "um", or "you know". If you make a mistake or encounter a problem, apologize sincerely and offer a solution. Thank the caller for their time and cooperation, and end the call on a positive note.

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?