Unless you are making calls to good friends who automatically recognize your voice, ask. The telephone is a link between us and the world outside our. Multitudes of businesses, companies, and departments use telephones in their work every day. Every call is a positive experience waiting to happen. Etiquette refers to the rules, the guiding codes, of socially acceptable behavior, that enables us to practice good manners. Aug 22, 2014 telephone etiquette tone of voice 86% words 14% the tone plays a very important role as the guest cannot see you.
These are some basic manners that everyone in business should follow because what you say represents you, your organization and your ideas. Telephone is an important device with the help of which people separated by distance can easily interact and exchange their ideas. In simpler words, etiquette transforms a man into a gentle man. Phone etiquette worksheet an eeoaa employer, university of wisconsinextension provides equal opportunities in employment and programming, including title ix and american with disabilities ada requirements. See more ideas about phone etiquette, etiquette and phone. This makes it difficult for the caller to understand you and is frustrating especially if the call is urgent. If so, it can be shortened to a phrase that is less wordy when answering, identify your department and your name. Placing or receiving a professional telephone call if you are answering a professional call.
Yes, please send me geraldines free 10day crash course, weekly lessons and occasional special offers. Good phone etiquette is important because we cannot see. It is wise to use full length paper andor colored paper so that the message is. Telephone etiquette guide answering calls for your departmentoffice 1. Identify yourself and your department on answering 4. Download 46 telephone etiquette stock photos for free or amazingly low rates. When someone is trying to help you, its a huge pain and extremely. Computer skills basic hardware basic software the internet email 6. Sep 02, 2015 how telephone etiquette has changed understanding social norms for the phone means accepting the fact that the things we call phones are actually computers. Your voice sets up the perception in the guests mind. Without training and the necessary exposure over years of formal social interaction, many managers and executives find themselves at a loss when it.
Telephone etiquette a to z guide to manners and etiquette. Before the call always have purpose in mind if you are calling in relation to a meeting then prepare an agenda for a conference call identify a coordinator or a leader to lead the call basic telephone etiquette. Your voice must create a pleasant visual impression over the telephone. Speak clearly and distinctly in a pleasant tone of voice. Phone etiquette tips incoming calls telephones should always be answered with a phrase like, good morning, xyz dept.
Using technology in communication tasks, e mails, tools for constructing messages, computer tools for gathering and collecting information personal etiquettes and grooming for corporate. Business etiquette business etiquette and advanced social skills course description training in the art of social skills in both the business and social environment is, sadly, disappearing. Sep 25, 2007 a few days ago there was a posting with regard to telephone etiquette. Usually, clients call back for repeat business because they are familiar with the way you function. Telephone etiquette sample powerpoint by courseware issuu. Etiquette helps individuals behave in a socially responsible way. The laws of etiquette, published in 1883, defines etiquette as, a code of laws established by society for its protection against rudeness, and other offences, which the civil law cannot reach.
It is the code of conduct that people in different social circles are expected to adhere to. Mar 06, 2017 according to the 2016 wells fargo international business indicator, 47 percent of u. Telephone etiquette stock photos download 46 royalty free. Sep 28, 2012 telephone etiquette is especially important in competitive industries because if you donat do it right, the customer has other options to choose from. After someone answers the phone, give your name before asking for the person desired. Conference call etiquette the dos and donts of multiway phone conversations by lyndsay swinton conference calls the curse of every hard working manager. Use appropriate salutations, full namestitles, and formal tone and language. A short presentation on telephone etiquette training by mmm training solutions. Spend time with staff to make sure they understand the importance of business telephone etiquette.
Feb 26, 2016 issuu is a digital publishing platform that makes it simple to publish magazines, catalogs, newspapers, books, and more online. Like any communication channel, the phone can be used to create a positive and lasting relationship. Telephone communication can represent the first impression your customer may have about your organisation. Sep 17, 2019 what needs to be clear is the role professional phone etiquette plays in your organization. This is because businesses need them in order to call out and contact vendors, business associates, and clients or customers. Telephone etiquette whether answering the phone or making phone calls, the use of proper etiquette allows you to maintain a certain level of professionalism and deliver exceptional customer service. Nov 28, 2008 we often have conversations over phone and it is very important that we pay attention to how you talk or behave\ on phone. Telephone is one of the easiest and cheapest modes of communication. Telephone etiquette dos dos do answer the phone by the third ring do have a plan for phone coverage during business hours do ask, may i ask whos calling, when screening calls for someone else do offer options to hold, leave a message, or speak to someone. Take this quiz to find out how wellversed you are with the politics of using cell phones in office. Dont use cell phones in a waiting room, checkout line, restaurant, train, or heaven forbid. In a busy department or unit, this particular phrase may be too much to say. Before picking up the receiver, discontinue any other conversation or activity such as eating, radio, etc that can be heard by the calling party. Telephone etiquette tips for telephone customer service.
The forms and practices prescribed by social convention or by authority oxford reference dictionary. Every time you answer the phone, you not only represent your organization, but you may be the. Telephone etiquette customer service begins here siuc 2 prologue our view of excellence as stated in southern at 150. Todays telephone etiquette for the workplace by staff although new technologies have changed the face of business, the need for proper workplace telephone etiquette has not changed. Telephone etiquette is a basic part of customer service. No organization likes to have someone who lacks etiquette. Lesson 1 telephone english phrases first lets learn some essential telephone vocabulary, and then youll hear examples of formal and informal telephone conversations. What is not an active listening word that will let your party know you are listening while on a business phone call. At times, when employees leave their office, no one answers their phone.
Etiquette specifies how a person should behave in a given circle so as to leave a positive impression on everyone present. Conference call etiquette the dos and donts of multi. Its a set of instructions that might not be written out, but are paid equal importance to written rules. All of these deserve to be portrayed in the best possible manner. Pdf telephone etiquette customer service begins here miriam. Answering the phone at work while eating gives an unprofessional impression. Telephone etiquette tone of voice 86% words 14% the tone plays a very important role as the guest cannot see you. Telephone etiquette telephone anxiety opening a call logging a call closing a call call monitoring 5. Love or hate them, with todays geographically dispersed teams and travel restrictions, conference call etiquette is a key part of any managers skill set. Keeping a positive attitude is encouraged at svsu in order to interact with callers and coworkers in the most. Who is this is the proper way to inquire about a caller. There are certain thumb rules that we go by in business.
Got a brilliant idea and want to convey it to your friend staying out of the country, use the telephone. The following guidelines will help to make the first impression a good one. Evolution of etiquette introduction tutorialspoint. Telephone etiquette is so critical because satisfying customers over the phone is often more challenging than serving face to face. Telephone etiquette free download as powerpoint presentation. Answer the phone in the volume that you normally speak. Speak directly into the mouthpiece of the phone or a headset while talking. The code of polite behaviour in a society the conduct or procedure required by good breeding or prescribed by authority. Have you crossed the line or are you a role model for your coworkers, know it all. With many businesses focusing on international expansion, from maximising their online profile to the use of virtual phone. Easily share your publications and get them in front of issuus. Use of appropriate etiquette ensures you will treat patients with respect and courtesy and provide a level of customer service that patients expect. Telephone and email etiquette basics adapted from document by pamela goodale, cooperative education faculty coordinator 509 p i lease note.
Please enter your name and email address to get the lesson as a free pdf. Telephone etiquette means being respectful to the person you are talking with, showing consideration for the other persons limitations, allowing that person time to speak, communicating clearly and much, much more. Every customer calling your organization should receive a positive and seamless service that is professional, efficient and responsive. Professional etiquette at the workplace authorstream. Student employment, department of career services 6788396431 westga.