Etiquette Tips for the Professional Phone Call

 

At one point in my life, I was a telemarketer. It wasn’t the proudest moment of my life, but it allowed me to gain valuable experience with an activity that was daunting (and, to be perfectly honest, scary) to me: professional phone calls.

I’ve been able to carry that experience with me other places, and it’s something everyone should learn. Here are some tips I picked up along the way about professional phone etiquette:

Set yourself up.

Setting up your space beforehand will make you feel confident and prepared for a productive call. Before you start, always have a notepad at your desk. This will prevent you from nervously shuffling around in your desk drawers for a Post-It in the middle of the call. Also, find a place where background noise is at a minimum—the person on the other line probably doesn’t want to hear what your co-worker packed for lunch.

Identify yourself quickly.

It may sound obvious, but don’t leave the person on the other line hanging. If you’re cold calling, identify yourself immediately to put yourself in context for the other person. Nothing crazy, just a quick “Hi, my name is Karen and I’m calling from XYZ. May I please speak with Mrs. Strang?” Know your goal for the call upfront, and get to the point.

Note what is gained and lost in a telephone call.

So much of human interaction is based on body language—this is what makes telephone communication so different from face-to-face conversation. While humor is usually appreciated, sarcasm is difficult to grasp over the phone. When you’re not sure, fall back on those grade school manners. For example, “yes,” not “yeah.” Because of the lack of body language, you can never be too polite on the phone.

Use oral cues.

Imagine you are sitting with someone at a table, telling a story. The other person is looking at you, but not moving or nodding or giving any recognition that they are paying attention to you at all. On the telephone, no one can see you nodding to yourself at your desk, so oral cues are the verbal equivalent of a quick nod of recognition. Engage with the person on the other line, or at least pepper in a quick “mhmm” or “yes” every now and then to let the other person know you’re actively listening.

Slow down and lower your voice.

I’m not suggesting anyone sound like a twelve-year-old boy on a prank phone call, but take the time to keep your voice at a calm, natural place. This allows your muscles and your mind to relax, which prevents frazzled rambling. Be cognizant of the tone of your voice; focus on conveying confidence and authority. Try to smile at least once or twice while you’re speaking– it shows in your voice, even over the phone.

End strong.

There is no shame in practicing a natural end to a telephone call. Thank the person on the line for taking the time to speak with you, and end the call with action items if necessary. This will help set up expectations about next steps: “Great, so I will send you those documents by Friday and I look forward to speaking with you further.” Keep the ending short and sweet to avoid extended goodbyes.
A powerful telephone presence is a crucial skill at every point in your career. Master these tricks to give your phone calls productivity and confidence.

source:levo.com