“PHONETIQUETTE FOR THE WORKPLACE”

Business Etiquette is a set of manners or an unspoken code of conduct that is applicable in the workplace. When practiced, it creates a mutually respectful atmosphere and improves communication among colleagues. Communicating over the phone is an important part of business communication. 

Today as we have acquainted ourselves with the digital world and adopted the trend of online meetings and video conferences on platforms such as Zoom, we have forgotten that we still rely on phones as the fastest means to establish a connect. And with this comes the need for observing good manners as we talk to our colleagues or represent our business on phone to prospective clients. 

From the way we pick up the phone, the way we greet our customers, the tone of voice, the volume, our choice of words, listening skills and the way we choose to end the call, all of these contribute to the first impression that the customer makes of us and our business. Practicing good phone etiquette can further show professionalism, increase customer satisfaction as well as create trust and loyalty for our company. So, let us revisit the important factors that contribute to practicing good phone etiquette in the workplace. 

1.      Timing is everything: Going with the current trend of conducting business through video conference, we are meticulous when we go about planning the date and time as per the availability and convenience of all the participants. We do keep in mind that certain days of the week could be busy, and not conducive to having a meeting. Then why is it that we forget this important etiquette when it comes to a phone call?

An important part of phone etiquette for business purposes is to limit communication to business hours, except in case of an emergency. It is generally considered inappropriate to call on Monday mornings since it is the first day of the week after the weekend, when people may want to concentrate on planning the days of the week ahead. Another such day is a Saturday, when people may be in a mood to wrap up all pending work before the close of the week.

2.       Message prior to calling:  Just as we send out information related to the details of the date, time and agenda for an online meeting, it is always nice to extend the same courtesy when we are planning to call someone. 

As part of good phone etiquette, it is advisable to show some consideration and send a message to the person you wish to call, stating that you wish to reach them. The message must include the day, date and time of the call. This will serve two purposes – on the one hand it will show that you are politely seeking consent to call, and that you value the other person’s time. The person you are calling will also make sure that he /she is free to take your call on the day and time that is agreed upon.                                                                                                        At times, we do need to make an unscheduled call, and in such an event, it is always nice to check with the person who you are calling, if it is a good time to talk. It is likely that they may be in a meeting and may be unable to talk, in which case they will tell you the best time to call. 

3.      Address the person formally: One important etiquette in a professional setting is the use of full names or last names when we address our colleagues or customers. It is advisable to address the other person with their last name with a prefix of Mr. or Ms. attached. Using the first name to greet someone could be perceived as being overly familiar and impolite. It is best not to start a conversation with first names unless invited to do so.

When you answer a call, you must begin the conversation by introducing yourself, as against the most common greeting, “Hello”. Eg. You may say, “Alok Sharma, Customer Relations, IBM. This is a more polite introduction of yourself as a representative of the company that you work for.                                                                                                                                                               

4.      Be to the point: Similar to the etiquette that we follow prior to scheduling a video call, where we prepare the agenda and circulate the same among participants, we must do the same while we plan a phone call, too.

Being clear on the agenda of the call helps in making it quick, after all we are aware that time as a resource is always limited. Another important point is to be aware of the cultural differences. In Eastern culture it is preferred to begin a business conversation informally, where after initial pleasantries are exchanged, they indulge in a little small talk before getting down to discussing business. In Western culture, formality is encouraged, and you get straight to the point. In either case, it is best to be aware of the essence of the conversation, and not spend too much time on chit chat.                                                                                                                                                       

5.       If on speaker phone, let the other person know: Unlike a video call, people at the other end cannot see the participants in a conference call made on a phone. Many a times we use a speaker phone for conference calls. Always ask the person at the other end if they are comfortable with being put on speaker phone as some people may find it intrusive and annoying. They must be informed that they are on a speaker phone and about who all are present in the meeting and can hear the conversation.  If you do not share this information, they would know from the voice quality (which appears distant when you are on a speaker phone) and view it as a breach of trust and may even doubt your motives.  

Speaker phones are hands free devices and you may be tempted to do other things while going on with the conversation, like going through some papers, chewing on food or typing away on your computer. These sounds may be heard by the person at the other end and may give the impression that you are not engaged in the conversation.

If your office is in a cubicle or a somewhat open space, speaker phone communication must be avoided as it may disturb your colleagues. 

6.      Avoid parallel conversations: While having a conversation on a phone conference call, we may inadvertently slip into a dialogue based on history or shared experiences, with one or two of our colleagues and the person on the other line, while leaving out the others who may not privy to the topic being discussed. This must be avoided at all costs because it may make the others who are not involved in the conversation feel ignored. 

7.      Putting the other person on hold: If you need to put the call on hold, you must return to it after 20 seconds. In case you need to put them on hold for a bit longer, return to the call and request them to share their number and decide on a mutually convenient time when you can call them back. Keeping a call on hold for a long time is considered a leading telephone etiquette faux pas.                                                                              

8.      End the call with a clear understanding of next steps: Keeping the communication to the point helps you to stay focused. It is advisable to be attentive during the conversation and minute the action points so that every person in the meeting is clear on how to take things forward after the conversation. You may annoy people by calling back to repeat or enquire on what the next steps are.

While we have adapted to remote conferencing and imbibed the right set of etiquette towards that, we tend to miss out on the same when it comes to making and receiving phone calls. Often, the first impression that clients and prospective business partners make of your business are based on the initial conversation that takes place on the phone. You need to mind your phone etiquette as it may just be the difference in converting a lead into a customer or losing a prospective customer for good. 

Shalini Mehta                                                                                                                                                                                                    ‘Courtesy & Carriage’