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How can you use phone etiquette to communicate with team members of different seniority levels?

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Phone etiquette is an essential skill for virtual teams, especially when you need to communicate with team members of different seniority levels. How you speak, listen, and respond can affect your rapport, credibility, and collaboration. In this article, you will learn some tips on how to use phone etiquette to communicate with team members of different seniority levels.

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Kavita Pasricha ?

Storyteller | Simplifying Personal Development via uncovering Life Lessons ??
Hannah Lynne James

Helping teams create operational efficiencies through collaboration and innovation.
Moffat Ngacha

IT Support Manager | Systems Analysis | Data Cloud Implementation | IT Infrastructure | Large-Scale Portfolio…

1 Know your audience

Before you make or answer a phone call, you should know who you are talking to and what their role and expectations are. For example, if you are calling a senior manager, you should be prepared, concise, and respectful. If you are calling a peer, you should be friendly, supportive, and collaborative. If you are calling a junior staff, you should be courteous, clear, and constructive. Knowing your audience can help you adjust your tone, language, and message accordingly.

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Moffat Ngacha

IT Support Manager | Systems Analysis | Data Cloud Implementation | IT Infrastructure | Large-Scale Portfolio Management | Remote Support
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When communicating, ensure to always be keen to learn what the senior management prefers. For some, calling them is okay, while others prefer you send a message on either an internal system like Google chat or teams; or WhatsApp. With experience, you learn what works for each. Also, always ask. Whenever in a meeting together, ask them: How do you prefer for me to contact you for something urgent? That gives you a clear answer

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Meera Sanghvi Velury
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In the orchestra of communication, using phone etiquette is like playing the right notes for the right audience. As Maya Angelou once said, 'I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.' Whether chatting with a seasoned leader or a newer team member, it's about striking the right chord, using words that resonate, and fostering a sense of mutual respect.

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2 Use appropriate greetings and salutations

The way you greet and close a phone call can set the tone and impression for the conversation. You should use appropriate greetings and salutations based on the seniority level and culture of your team members. For example, if you are calling a senior manager, you should use their title and last name, such as "Hello, Mr. Smith" or "Good morning, Ms. Lee". If you are calling a peer or a junior staff, you can use their first name, such as "Hi, John" or "Hello, Sarah". You should also end the call with a polite and professional expression, such as "Thank you for your time" or "Have a great day".

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Kavita Pasricha ?

Storyteller | Simplifying Personal Development via uncovering Life Lessons ??
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When starting a conversation - especially in the virtual times - the greeting and the way the call begins really can make or break the tone of the rest of it! Be compassionate - remember emails/DMs are cold - don't apply the same phone conversations too.

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3 Listen actively and respectfully

Listening is a key component of phone etiquette, especially when you are communicating with team members of different seniority levels. You should listen actively and respectfully to what they have to say, and avoid interrupting, talking over, or multitasking. You should also show that you are listening by using verbal and non-verbal cues, such as nodding, smiling, or saying "I see" or "I understand". Listening actively and respectfully can help you build trust, empathy, and understanding with your team members.

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Kavita Pasricha ?

Storyteller | Simplifying Personal Development via uncovering Life Lessons ??
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My favorite one I use a lot is "I hear you" Even when the other person knows that you're on the other end have been listening - however the acknowledgement of the very fact is so reassuring! Try it for yourself and let me know the results - I bet they're all ???

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Hannah Lynne James

Helping teams create operational efficiencies through collaboration and innovation.
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It's surprising how often folks will be attempting to multi-task while having a phone conversation. The recipient will know if you are trying to respond to an email or look up your schedule for the next day. Shut down all programs (unless needed for the call) and actively listening will do wonders for you.

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4 Respond appropriately and constructively

Another important aspect of phone etiquette is how you respond to your team members of different seniority levels. You should respond appropriately and constructively to their questions, feedback, or requests. For example, if you are responding to a senior manager, you should be confident, concise, and respectful. You should also acknowledge their authority and expertise, and avoid contradicting or challenging them. If you are responding to a peer or a junior staff, you should be friendly, supportive, and collaborative. You should also give them recognition and encouragement, and avoid criticizing or patronizing them.

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5 Follow up and confirm

The last tip on how to use phone etiquette to communicate with team members of different seniority levels is to follow up and confirm the outcome of the conversation. You should always summarize the main points, action items, and deadlines at the end of the call, and ask for confirmation or clarification if needed. You should also send a follow-up email or message to recap the conversation and thank them for their participation. Following up and confirming can help you ensure that everyone is on the same page and that nothing is missed or misunderstood.

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Kavita Pasricha ?

Storyteller | Simplifying Personal Development via uncovering Life Lessons ??
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Below are certain ways to make sure on the follow up confirming the conversation has been effective and both ends made the most of it with the driven purpose: - rephrase - recap - paraphrase E.g. so here is what I understood.."..." Please feel free to correct/add as applicable.

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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?

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Lisa M. Alioto

Effectively Fast-Tracking Clients into Career Advancements, Transitions & New Roles (Honored Listee to Marquis Who’s Who)
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I think that who ever you are speaking with you should show a high level of respect. Be positive; be energetic. And, of course, be helpful as possible. Be that person people think of when they have a great opportunity - you never know who or when it will come about. Not to say it’s all about positioning yourself for a new job; being a helpful partner is key to success in a variety of ways.

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How can you use phone etiquette to communicate with team members of different seniority levels?

1

2

3

4

5

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1 Know your audience

2 Use appropriate greetings and salutations

3 Listen actively and respectfully

4 Respond appropriately and constructively

5 Follow up and confirm

6 Here’s what else to consider

Virtual Teams

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How can you use phone etiquette to communicate with team members of different seniority levels?

1

2

3

4

5

6

1 Know your audience

2 Use appropriate greetings and salutations

3 Listen actively and respectfully

4 Respond appropriately and constructively

5 Follow up and confirm

6 Here’s what else to consider

Virtual Teams

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