Seven Telephone Etiquette Tips By Mary Lin Dedeaux, AICI CIP
#1.Return phone calls within 24 hours.This is probably this most important business protocol to follow.If you will be unable to return calls, have a message stating this or an alternative person to call.
#2.Leave short voice mail messages.This includes your voice mail box outgoing message.Everyone has busy lives and you need to value other’s time.
#3.Ask if it’s a good time to talk.You have interrupted someone’s business day.Do not start talking away before asking this.Better yet, if you need to have a long discussion arrange via email a phone appointment time.
#4. Answer the phone with a professional demeanor.State your company and name.“XYZ Company, Mary Lin speaking”.
#5.Take good messages.Be sure to get the person’s name, phone number, a good time to call them back and what the call is regarding.Add the date and time the messages was taken and place note where recipient will see it.(Big issues at home with active household—designate a special area for these notes.)
#6.Keep cell phone conversations private.Go to a private area whether it’s a business or social call.It’s a courtesy to those around you and the person you are talking to.If your conversation will be overheard, say something like:“I’m driving with John to a meeting”.This is especially important if on a speaker phone.
#7.Remember to turn off or put on vibrate the cell phone as appropriate.This includes at meetings, business lunches, important social events, in private clubs, etc.You know how rude that cell phone ring can be.
Basic BlackBerry™ Etiquette by Corporate Icon™ Here is a basic DO and DON’T list of considerations when using your BlackBerry™[and other mobile phones]… DO… 1. Leave off the ringer and use ‘vibrate’ as often as possible. 2. Remove a wired earpiece when speaking to a person in front of you. Remove wireless earpieces in places of worship, government buildings, funerals, movies, while dining with others, and on a date. Also, phone OFF = earpiece OFF, it’s not an accessory. 3. Inform the person running a meeting, or the trainer prior to the beginning of a meeting or training, that you are expecting an “emergency” or “urgent” business call, then leave phone on ‘vibrate,’ keep it in the holster worn on your body below table‐level, and leave the room completely before you say “hello.” Sit nearest the door. Only leave to answer the one expected call. 4. Check for posted rules forbidding cell phones. Let it go to voice mail until youare able to respond outside of the room or building. 5. Pull off the road when you are not using a hands‐free device, let it go to voice mail if you cannot pull over or ask them to call back and leave the essential information on your voice mail. 6. Keep conversations short and at a low volume when there are others around you within hearing (eating alone or with others in public‐ indoors or on an outdoor patio, inside any building where there are people within ten feet of you, waiting in line, etc.) Put your phone (hearing and speaking) volume on high. DON’T… 1. Leave your BlackBerry™ or cell phone ON or even on ‘vibrate’ while in a meetingor training – it can still be heard and distracting. (Wait and check for messagesduring breaks.) 2. Answer the phone or check messages in meetings/trainings/public areas at anyone’s office or at business conferences, at places of worship, government buildings,funerals, museums, the movies, at the gym, dining with others and never during a date. (Step away to a private area.)
3. Take more than ONE brief urgent/emergency call during a meeting or training.
Adjusting man's shirt cuff or womans purse: NERVOUS ANTICIPATION
Rubbing hands together: EAGER ANTICIPATION
Tapping fingers, pen, foot: IMPATIENT
Seated, hands on knees: IMPATIENT OR READY TO LEAVE
Slapping side of thigh repeatedly: ANXIOUS TO LEAVE
Use these body language 'hints' in context along with the rest of someone's body language and the tone of their voice... If the words they say are different than their body language, believe the body language and tone of voice first- THEN what they are saying.
Don't forget to utilize your body language wisely to project the message you intend.
Would you like to do more research about body language of the USA and globally? Read books and research results by Julius Fast and Desmond Morris.