Phone-Call Etiquette Checklist Landlines; Cell-Phones - Plusto.com

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A. BUSINESS ETIQUETTE: MAKING PHONE CALLS No Summary Detail Check 1 Decide on the mode of communication 2 Write down notes on what you want to discuss 3 Leaving messages with a PA or 3 rd party 4 Being diverted from one person to the next 1. Consider whether or not a telephone call is the best mode of communication for the content of your discussion. 2. For more complex, lengthier discussions, an in-person meeting might be more suitable. 3. For quick business updates, consider using e-mail instead of telephone appointments. 1. When you engage in a phone-call, the initial discussion is more likely going to be about pleasantries. 2. To avoid you forgetting what your phone-call is about, once the pleasantries are over, write some notes that you want to talk to before making the phonecall. 3. Review your bullets of information so that you are certain to cover all important points. 1. Never leave your phone number with the person who does not know who you are and has no idea why you called. 2. Don’t be offended if the secretary asks “Will he or she know what this is regarding?’ It is their role to filter calls. 3. Never get irritated with an assistant, because the manager is unable to take your call. Your bad review will be passed on. 4. If your calls are not taken, ask when is the best time to return calls. Don’t whine about it – this is not professional! 1. Even though you might have introduced yourself to the receptionist, reintroduce yourself to the person you are calling so that there are no mix-ups. 5 Phone disconnects during the call 6 Taking phone-calls that you are not prepared for 1. If you call someone and are disconnected, you are responsible for redialing, even if they are responsible for accidentally hanging up. 2. Since you placed the call, you know how to reach them! 1. When you mistakenly take a phone-call that you are not prepared for, spend a few minutes on the phone as a matter of courtesy. 2. Then reschedule the appointment for a later date. 3. You will lose credibility when you are not prepared and try to respond on-the-cuff. 7 Smile when speaking 1. Even without a video image, smiling is seen and experienced over the phone. 2. It also affects the quality of your voice - sounding bright, friendly and enthusiastic. 8 Ending the conversation 1. Before ending the conversation, summarize the call to make sure each of you have the same understanding, and determine the next action steps. 2. Even if you are in a rush, say goodbye, but wait for it to be reciprocated. Otherwise it might feel like you have hung up on the person! 9 Returning calls 1. Return all calls the same day. 2. If it is late in the evening to return the phone-call, consider sending an SMS or email, saying that you will follow-up the next day. 2
B. BUSINESS ETIQUETTE: CELL-PHONE CONVERSATIONS No Detail Check 1 Consider whether or not it is an appropriate time to make a call. 2 Consider where you are and who might overhear the content of your conversation. 3 Excuse yourself and make the call in private if the timing is appropriate. 4 Speak clearly. If you have a bad connection and are breaking, up tell the person you will call him or her back. 5 Keep cell phones turned off or set to ‘silent’ in meetings. 6 Keep personal calls to a minimum, especially if you are using a cell phone that is paid for by the company. 7 When in the company of others, ask permission to take the call. 8 Do not transact important business matters on the phone if you are in the presence of others who are not part of that transaction. C. BUSINESS ETIQUETTE: VIDEO & TELEPHONE CONFERENCING No Detail Check 1 Confidential calls should be made in privacy and not be broadcasted. 2 Appoint one person to initiate the call. When everyone is present, make introductions so that everyone is acknowledged. 3 It is not easy to recognise and remember voices, so identify yourself when you join a conversation and when you leave the conversation. 4 Speak clearly and project your voice. It is considerate to ask if the receiver can hear you well enough. 5 If you begin a conversation on the telephone and then include others on the call, ask permission from the receiver before putting them on loudspeaker. 6 Get to the venue early to test the video or tele-conferencing technology. 7 A video or tele-conferencing is still a formal version of a meeting. Ensure that you follow the rules for a meeting. This means having an agenda, sending out pre-reading material and getting to the meeting prepared and on time. 3
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Page 5: E. BUSINESS ETIQUETTE: LEAVING VOIC

Phone-Call Etiquette Checklist Landlines; Cell-Phones - Plusto.com

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