Telephone etiquette or basic rules of conduct during a telephone conversation: a list, phrases. How to properly introduce yourself on the phone when making an outgoing call in a company, office, home call? How to answer phone calls in the office and at home? The thing is

1. Ethical standards of business telephone conversation.

It is not always possible to talk directly with a partner or client. Therefore, very often we have to turn to the phone. It is estimated that business people spend between 4 and 25 percent of their work time on the phone. Thanks to the telephone, the efficiency of solving a huge number of issues increases, there is no need to send letters, telegrams or go to another institution, enterprise or company. Telephone communication provides a continuous two-way exchange of information at any distance. Negotiations are carried out by telephone, orders are given, requests are made, consultations are given, inquiries are made, and often the first step to concluding an agreement is a telephone conversation.

The ability to speak on the phone is largely related to the personal image of each employee of the company. After all, at telephone conversation your interlocutor cannot appreciate what you are wearing, or the expression on your face when you say certain words, or the interior of the office where you are sitting, or other non-verbal means that are very helpful in judging the nature of communication.

It should also be borne in mind that unreasonably frequent use of telephone communications leads to the fact that errors that are quite costly for business become more frequent. In addition, the telephone, being one of the most effective means of saving a businessman's time, is also one of the most common "sinkers" of his working time. Thus, all of the above allows us to conclude that knowledge telephone etiquette and rational rules for conducting telephone conversations is necessary for every civilized person.

There are unwritten rules for business telephone communication. They cover both normal telephone etiquette and business administration. Let's consider these rules in relation to two cases: firstly, when they call you, and secondly, when you call.

2. Rules for conducting a business telephone conversation when they call you

It is best to pick up the phone after the first call. If you are sitting alone in a room, you have enough time to complete a sentence or read a paragraph in a letter sent. It is perfectly acceptable to pick up the phone after the second or third ring. If you have a visitor, you will have enough time to finish the phrase and, having said “I'm sorry” to the interlocutor, pick up the phone.

Sometimes the phone is hard to hear. But that doesn't mean you have to raise your voice. The conclusion that if you do not hear the interlocutor well, then he does not hear you well, and, therefore, you need to speak louder, is erroneous. Therefore, in case of poor hearing, you should not raise your voice yourself, but ask the person who is calling you to speak louder, while asking how he hears you.

The most common variants of the first word spoken into the off-hook are “yes”, “hello”, “listening”. These words are completely identical and impersonal in their informativeness, and therefore do not characterize the one who pronounces them.

Reviews “yes”, “hello”, “listening” can be called neutral, since they do not carry information about who exactly picked up the phone and in which organization or company. Therefore, in business communication, you should abandon neutral reviews and replace them with informative ones. On an external phone, they usually do not give their last name, but a company, organization or division. On the internal phone, the division and surname are called. Thus, when answering a call, you should always introduce yourself. People want to know who they are talking to. This, in addition, creates an atmosphere of trust and helps to better understand the interlocutor. Find a friendly form that you like yourself (as you yourself would like to be answered).

With frequent calls or in a hurry, they usually give the last name with the addition of the word “listening” (“Ivanov is listening”) or indicate only the name of the institution or its department: “accounting”, “first department”.

In all of the above cases, the subscriber must know with whom he is talking, or at least where he is. If an error occurs when dialing a number, the misunderstanding will be immediately clarified and will not entail loss of time to clarify it.

The phone rang. You picked up the phone. Again ~ for the umpteenth time - they ask for a colleague who is absent at the place. Frowning in displeasure, you sharply answer: “He is not there!” and immediately hang up. But let's think about it - are you yourself provoking repeated calls by answering? Where is the exit? He is in a polite and more detailed response to every phone call to an absent employee, no matter how annoying he may be. The optimal answer in this case may be something like this: “He is not there, he will be then. Maybe give him something?

When your colleague sitting at the next table is asked to phone, you can answer the request: “Now” or “One minute”, after which invite a colleague to the device.

Make sure that the information transmitted in someone's absence reaches the addressee. Although it is not easy to organize the exchange of information through third parties, it can pay off handsomely. In order to find out what you need, ask questions according to the questionnaire principle (“Where are you calling from?”, “Your name and your phone number?”, etc.).

The following is a short list of do's and don'ts when the phone rings at your firm.

This list is endless. For example, you can’t turn a conversation into an interrogation, ask questions like "Who am I talking to?" or -"What you need?" You have to watch your diction. If you speak with an accent, try to speak clearly. Avoid the habit of holding the microphone with your hand to say something to colleagues - the client can hear *.

If your partner or client is making a complaint over the phone, don't tell them: "It's not my fault", "I don't do this", "Our products never fail" etc. If you say so, it may negatively affect the reputation of your firm and will not help the client in solving his problems. So let him speak to the end; express sympathy to him, and if you are to blame, apologize; write down his name and phone number, order number or other details. If you promised to call him back, do it as soon as possible, even if you did not manage to solve the problem by the appointed time.

Remember: when the problem is finally solved, the client, as a rule, feels indebted to you. And this can be used in the future for business contacts and business expansion.

Exist EXPRESSIONS TO AVOID during telephone conversations, so that your company is not misrepresented. In particular, these include *.

1. "I dont know". No other answer can undermine the credibility of your firm so quickly and thoroughly. First of all, your job is to know that this is why you are in your place. If you are unable to give an answer to your interlocutor, it is better to say: “Good question. Allow me to clarify this for you*.

2. "We can't do it." If this is true, your potential client will turn to someone else, and it is very likely that his new conversation turn out more successfully. Instead of saying no right off the bat, offer, for example, to wait until you figure out how you can be useful, and try to find alternative solution. It is recommended that you always focus on what you can do first, and not on the other way around.

3. "You must...". Serious mistake. Your client doesn't owe you anything. The wording should be much softer: "It makes sense to you ..." or "It would be best to ...".

4. "Wait a second, I'll be right back." Think about it, have you ever managed to manage your affairs in a second at least once in your life? Hardly. Tell your interlocutor something more like the truth: “It will take me two or three minutes to find the information I need. Can you wait?"

5. "Not", spoken at the beginning of a sentence, unwittingly leads to the fact that the path to a positive solution to the problem becomes more complicated. There are no universal recipes for how to get rid of “negative evasion”. Each phrase containing disagreement with the interlocutor should be carefully considered. For example, to reject a customer who is asking for a refund for a defective product, an explanation like "We are unable to compensate you, but we are willing to replace your purchase" is appropriate.

As practice shows, even with a cursory acquaintance with the theory of telephone conversations, the work of employees is significantly improved and at the same time the level of satisfaction with their own work increases - with polite people nice to talk. Checking how your company's employees have learned the lessons of telephone etiquette is very simple - just call the office and introduce yourself as a client.

It is very valuable for a company when the professional experience of employees is combined with the ability to establish human contacts. If the relationship with the client is good and he enjoys doing business with your firm, you can consider that the transaction is closed.

A large number of potential clients or partners call the firm, and the manner in which the conversation is conducted largely determines whether a deal will be concluded. If the caller, without introducing himself, immediately begins with an explanation of what he needs, politely ask for his name, name and company phone number, and only then continue the conversation. Try not to take orders, do not give information to uninformed interlocutors. You may, for example, not understand that you are talking to a large buyer who is entitled to a discount, and offer him a fixed price without discounts, thus losing a profitable order.

Some buyers define their requirements very precisely: type, color, terms of delivery of goods, etc. Others need help in this regard. Very often you have to "pull" additional information from the client. To do this, use questions that begin with "what", "when", "where", "who", "how", but avoid "why", because it contains a shade of distrust.

Having understood the requirements of the client, you begin to convince him of the advantages of your product. If the client called specifically to place an order, your arguments should be aimed at increasing the volume of purchases, expanding the range of goods or marketing related products. If the client is only interested in preliminary information, your task is to convince him to start the business with a trial purchase.

Often, when communicating with an interlocutor, we prefer talking on the phone. This is not entirely logical. Why does the person who called you on the phone have the right to interrupt your conversation? After all, he turned to you later than the one who is next to you and with whom you were talking. The visitor is forced to sit and wait, listening to the telephone dialogue, and then restore the broken threads of the interrupted conversation, and sometimes re-remind what was discussed before. That is why, if the conversation with the person sitting with you ends, you need to ask the telephone interlocutor to wait without hanging up. If you feel that the conversation will last another 10-15 minutes and it is serious enough, you need to ask to call again in a quarter of an hour, when you are free.

In some cases, telephonograms are used in telephone communication. The telephone message, as a rule, contains information not exceeding 50 words in volume. If a telephone conversation is a dialogue that is not limited in time, then a telephone message is a written fixation of a monologue, regulated in time.

Mandatory details of telephone messages are the name of the institution (company) of the sender and addressee, the details "from whom" and "to whom" indicating the position, last name, first name and patronymic of officials, number, date and time of transmission and receipt of the telephone message, the names of the sender and receiver of the telephone message, phone numbers, text and signature.

The telephone message must have a title. It is composed as for an official letter, i.e., it must begin with a noun in the prepositional case with the preposition “about” or “about”, for example: “On changing the time of the meeting of the editorial board”, “On the arrival of seminar participants”.

Telephone messages are written in telegraphic style, that is, briefly, clearly, precisely, unambiguously, in simple sentences. A two-part composition of a telephone message is allowed: in the first part, the facts that prompted the telephone message to be given are stated, in the second - the actions taken. As a rule, the text of the telephone message is stated in the first person (for example: “We remind you ...”, “We inform ...”, “I will ask you to send ...”).

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From this article you will learn:

• What are the rules of business telephone etiquette if you call
• What are the secretary's telephone etiquette rules
• What are the rules of telephone etiquette for a call center

Being polite on the phone is the key to a successful conversation. Never forget the rules of telephone etiquette. You are mistaken if you think that a telephone conversation does not matter. Compliance with the rules of telephone etiquette contributes to the development of a constructive dialogue between the interlocutors, allows you to direct relations in the right direction long before the scheduled meeting. In our article we will talk in detail about why, to whom and how to use the rules of telephone etiquette.

Why are telephone etiquette necessary?

Proper telephone conversation is a complex and important form of communication. Your interlocutor cannot see your eyes, face, facial expressions, posture and gestures. He only hears your voice. Even though you don't know that either. Maybe he's just pretending to listen to you. And he watches his favorite TV series, makes a sandwich and, humming languidly in response, waits for you to finish your monologue. Studying the rules of telephone etiquette will help you always be an interesting conversationalist, keep the conversation concise and understandable, without wasting too much time, end the conversation a positive result. This is especially important for a business conversation, when frequent mistakes reduce its effectiveness.

The interlocutor does not see your clothes, facial expressions, gestures, or any other non-verbal aspects that help to suggest the nature of communication. However, a well-chosen pause, its duration, or the right intonation will help turn the dialogue in the right direction.

Telephone communication dictates its own terms and rules of communication. It is the knowledge and observance of the rules of conducting a telephone conversation - etiquette that distinguishes a professional. Business conversation does not take anything for granted. Your partner should not guess what you meant. The success of negotiations very often depends on the correctness of the conversation and clarity of presentation. The lack of a greeting or a respectful treatment can turn potential partners away from you for a long time. A frivolous attitude to a business conversation can give rise to the same attitude towards you as a business partner. Knowledge elementary rules phone etiquette required successful person.

Telephone etiquette and its basic rules that are not related to the conversation

Nowadays, few people imagine their life without a mobile phone. It has become a part of our life. Convenient and important part of it. In order for mobile devices not to interfere, but to help your life, you need to know and follow the rules of telephone etiquette. Consider some of the most relevant to mobile phones.

Being in a public place, set your mobile phone to a certain mode. Business calls can also be made as usual. Reduce the volume to a minimum during a meeting or an important conversation. When you go to a library, cinema, museum, or exhibition, mute your phone so you can enjoy the art without disturbing other visitors. Also, turn down the ringer volume when visiting a restaurant or coffee shop. You can use vibration mode.

Mobile etiquette recommends turning on the silent button set if you're in a public place. By typing the text of the message and accompanying each letter with a sound signal, you can irritate the people around you, giving rise to their negative attitude towards you.

Don't put your cell phone down phone on the table if you came to a restaurant or cafe. The call will be perfectly audible if the phone is put in a pocket or bag. But this rule of telephone etiquette does not apply at all to sports bars, where it is very noisy.

Being driving a car, you can only use the mobile phone with the headset (hands-free). But it's still very distracting from the road. You should not talk on the phone while driving a car, this will lead to at least a fine, but I don’t want to remind you of other consequences.



Etiquette rules prohibit the use of ringtones containing obscene words or swearing, offensive language, statements that are offensive to a certain group of people.

Silent mode mobile phone is specially designed to mute the ringer at the right moments. These are business negotiations, meetings, visiting a library, cinema or exhibition, etc. When answering a call is important to you and cannot be put off, apologize to your colleagues and go out to talk. If you know in advance about a possible important call, warn about it even before the meeting or negotiations begin.

turn off mobile required during an airplane flight or hospital visit to avoid its effect on the equipment. Rules of etiquette recommend that you turn off the sound of the phone before the start of a performance or movie. Cell phones must also be turned off in church. You need to turn off your mobile phone wherever there are signs with such a request. If you need an urgent call, you just need to leave the restricted area.

going to talk on mobile phone move away from people nearby. In order not to disturb them with your conversation, walk about five meters to the side or call the interlocutor later. You should not talk on a mobile phone while in a crowd of people. Underpass, tunnel or crowded traffic is not a place for business conversation or empty talk. If the call is important to you, then pick up the phone and say that you will call back later. Think about the fact that people around you can be annoyed by a long-playing ringtone. The best option way out of the situation will be sending an SMS message explaining the reason and a promise to call back.

If the environment allows you to talk on the phone, then try to do it as quietly and calmly as possible, without attracting the attention of other people.

According to the rules of telephone etiquette, SMS messages can be sent at any time of the day. If the subscriber does not want to hear them, he will turn off the sound of notifications. He will read them as soon as possible.

Rules of telephone etiquette categorically forbid view the content of SMS messages and call logs in other people's phones. This rule applies to everyone, including the closest people. This is considered bad manners.

You should not use another person's phone unless they have given you permission to do so. Also, do not give someone else's cell phone number without consulting with its owner. This can make him irritated and negative towards you.

Basic rules of business telephone etiquette

1. hello

The first rule of business telephone etiquette is the obligatory greeting of the interlocutor. It seems to be a common truth, and no one needs to be taught this, but statistics on verbal business communication show that more than 55% of telephone conversations remain without a greeting. According to the advice of psychologists, it is better to say “Good afternoon” at the beginning of a conversation than “Hello”, because the second word is due to a large number consonants are difficult to perceive. It is also better to avoid good morning or good evening wishes, as negotiations take place during the working day.

1. Have writing tools

Always be ready to write something down. The presence of note paper and a pencil is the second rule of telephone etiquette.

1. Don't juggle things

While on the phone, try not to get distracted by other things. The third rule of telephone etiquette categorically prohibits combining food and business conversation over the phone. It's disrespectful to say the least. Your interlocutor may think that you are as careless about business as you are about a telephone conversation with him.

1. Politeness

Polite and courteous conversation is the fourth rule of business telephone etiquette. Screams and irritation during a telephone conversation are strictly prohibited, especially if it is a business conversation. Insults and swearing are unacceptable in interpersonal and business communication, in any form.

1. If someone came

The rules of telephone etiquette recommend that you correctly end the conversation immediately when a client comes to you or guests come to your house. Apologize, briefly state the reason for interrupting the conversation and agree on a second call. Such behavior will endear you to both the visitor and the telephone interlocutor. If you are at home, then tell him that you are sorry, but since a guest has come to you, you will call back tomorrow morning. If you are in the office, then also apologize, but since the client came to you, you will call back in an hour. And never forget to keep your promises.

1. If the connection is broken

The rules of telephone etiquette stipulate that in the event of an unexpected interruption in communication, the initiator of the call should call back. If during a conversation between an employee of the company and a client or customer, the connection is interrupted, then the representative of the company calls back.

1. Right Voice

The rules of telephone etiquette state that it is the first words and the sound of your voice that determine the further style of communication. Facial expressions and gestures do not accompany a telephone conversation. Only the ability to politely and competently express your thoughts will help you make a favorable impression on the interlocutor. In a telephone conversation, your voice replaces everything - and appearance, and temperament.

Start the conversation with calm phrases. Do not immediately cover the interlocutor with a waterfall of information. Try setting it up for a conversation first. When changing intonation, try to highlight the most important words. Pass on information short messages so that one sentence contains one thought. But there is no need to replay, portraying a deep and velvety voice. Falsehood is heard immediately. You can simply adapt to the interlocutor, using his rhythm and pace of conversation. Such conformity will flatter him. Posture, facial expression, posture - it all determines your voice. It is necessary to tune in to the conversation both literally and figuratively. Polite, concise, calm speech and competent posing of questions is the key to successful telephone conversations. And no cigarettes in your mouth, chewing gum, lollipops, tea during a telephone conversation. Try to keep it quiet around, and nothing interferes with the goal of the conversation.

1. Active listening technique

Business telephone etiquette emphasizes the importance of active listening. The interlocutor should feel that you are listening carefully to him. Support his speech with the words “yes”, “clear”, etc. Keep the conversation under control, not allowing the interlocutor to stray from the topic and drag out the conversation. Try to answer a question with a question, thereby leading the interlocutor to a personal meeting.

1. Abstract

1. Intonation

It is a well-known fact that three channels are involved in the transmission of information - body language, intonation and words. In personal communication, sign language takes center stage. However, during a telephone conversation, this channel disappears, and leading role plays the intonation with which the message is conveyed. The rules of telephone etiquette urge you to carefully monitor your intonation, especially when conducting business negotiations over the phone.

The positive intonation of your voice allows you to favorably set the interlocutor to conduct a conversation, creates his mood, and you a good reputation. With the help of intonation, charge the interlocutor with your smile, energy and enthusiasm.

1. Pose

The rules of telephone etiquette do not advise you to fall apart in an armchair or put your feet on the table during telephone conversations. While in this position, you change the angle of the diaphragm, which causes a change in the timbre of the voice, making it indifferent and disinterested. Do not allow this, because the interlocutor will immediately understand that you do not need this conversation.

1. Speech rate

If your interlocutor is slow, then you try not to rush, giving him information. From the fact that you speak faster, he will not think faster. Just the opposite. Not keeping up with the speed of obtaining information, the train of thought is lost, and the person eventually becomes completely confused.

Another case is if the interlocutor quickly grasps and analyzes information. His speech is short, and the decision does not require much thought. In this case, your slowness and slowness can annoy him, he needs action. When communicating with this type of person, speed up your speech, but carefully control everything so as not to look ridiculous.

1. listen to yourself

Try saying "Hello" a few times. different ways. Record on a voice recorder. Listen to everything. Choose the most appropriate option that you think is inviting and sounds positive.

Choose synonyms for the word "Hello". For example, "yes" or "I'm listening." And now record with them. All this will help you hear your voice from the outside and choose the most successful version of timbre and intonation. Do this exercise until you achieve the desired effect. Remember it and try to always stick to it later.

By observing your own negotiation, you will realize that many problems disappear by themselves as soon as you begin to adhere to the rules of telephone etiquette. Observance of the simplest truths can win over people, help you achieve results and avoid unpleasant consequences.

Taking into account these simple rules of telephone etiquette, you will be able to establish yourself as a correct, competent person and a stable business partner.

1. Brevity

Do not delay telephone conversations. The call should be short and clear. The rules of business telephone etiquette provide for the duration of a business conversation for about five minutes. If the issue requires a long discussion, then it is better to arrange a personal meeting.

When calling, first ask if the interlocutor is comfortable in this moment to talk, and if not, then apologize and specify when to call you back.

1. Right Priorities

Telephone etiquette teaches you to prioritize. If you are unable to answer incoming calls, then turn off your phone or entrust answers to the secretary. During personal communication with a client or visitor, you should not talk on the phone for a long time. Briefly communicate that you will call back later and specify when it is most convenient to do this. If you need to call in front of the visitor, apologize to him and make the call as short as possible.

1. Don't talk in noisy places

The rules of telephone etiquette do not recommend conducting business conversations on the phone, being among a large number of people, in in public places, cinemas or transport. The noisy environment around to a minimum reduces the effectiveness of such a conversation, interfering with the correct perception of information.

1. Who ends the conversation

The rules of telephone etiquette stipulate that a conversation on equal conditions whoever started it must finish it. If the conversation takes place with a higher management, then only on his initiative the conversation stops. The woman has the same privilege. Realizing that the conversation has dragged on, and you will not hear anything new, try to restrain your impatience. Try to correctly end the conversation, for example, with the phrase: “Thank you for your time and successful discussion of issues.” Politeness will form a positive opinion about you.

1. What to do with an annoying interlocutor

When communicating with an annoying interlocutor, the rules of telephone etiquette recommend not wasting your time on him and correctly explaining that you are unable to continue the conversation further.

• The rules of telephone etiquette advise you to prepare in advance for all important conversations. Make a list of questions to discuss so you don't miss anything and don't call back several times for the same reason. This makes a negative impression.
• The rules of telephone etiquette consider calls to the interlocutor's home or personal phone to discuss business issues with him a sign of bad taste. Even the fact that he himself gave you these numbers is not a reason to solve cases after hours. Successful businessmen should have time to discuss such issues during the day. Of course, there are exceptions to any rule. If you have just such a case, and you have previously agreed on a call, then choose a time no earlier than eight in the morning and no later than eleven in the evening.
• The rules of telephone etiquette recommend composing a message in advance if you want to send it through an intermediary or an answering machine. This will enable you to compose the text more capaciously and correctly.
• Try to find out in advance from the interlocutor when it will be convenient for you to call him. When you get through, check again if he can now devote time to you. The rules of telephone etiquette do not advise you to wait a long time for an answer to your call, 5-6 beeps will be enough. Always be ready to join the conversation if you do not call yourself, but instructed the secretary.
• According to the rules of telephone etiquette, calls made before eight in the morning and after nine in the evening are considered unacceptable. And on a day off, you should not disturb anyone until eleven o'clock in the morning. But if you have to conduct business negotiations at such an early time, then you should not show your irritation, it is possible that this news cannot be postponed. Otherwise, hint to the interlocutor that you should not call you at such a time.

What to consider the rules of business telephone conversation etiquette if you call

1. introduce yourself

Always state your name. Even despite the absolute certainty that you were recognized. The rules of telephone etiquette do not recommend the use of phrases like "you are bothered", etc. - this puts you in a bad light. It will be correct to first introduce yourself, giving your name, and, if necessary, position, and proceed to discuss the issues outlined.

1. Find out if you're talking to the right person

Before starting a conversation, you should make sure that the one you need is on the other end of the wire. If you do not know for sure that the interlocutor you need picked up the phone, ask to invite him to the phone as follows: “Can I hear Nikolai Petrovich?” or "Please invite Maria to the phone." You should not guess who exactly answered the phone, listing all the familiar names, for example: “Hello, is this Masha? Not? Glasha? etc. You will look ridiculous and ridiculous. And you are unlikely to give the impression of a successful person with whom you can conduct common business. Just at the very beginning of the conversation, briefly ask, for example: “Vadim Petrovich?”. If this is the person you need, then say hello, introduce yourself and get down to business.

1. Don't find out who's on the phone

It is not recommended to find out who picked up the phone by asking: "Who is this?". If you have doubts about the correct dialing of the number, check whether you got through: “Hello! Is this the Phoenix Company? etc. When you find out that the number is dialed incorrectly, try not to call back several times, but simply find correct number, for example, on the website of the desired company.

1. What to do, if right person absent

Specify when it is more convenient to call back if the person you need is not at the place.

1. How to leave a message on the answering machine

Thinking through the text of the message for the autoresponder, do not forget the order: first - greet, introduce yourself, specify the date and time, then briefly state the question and ask if possible to contact you, at the end - say goodbye.

1. At the start of a conversation

The rules of telephone etiquette advise at the very beginning of a conversation to always clarify whether it is convenient for your interlocutor to give you time at the moment. An untimely call can ruin a million dollar deal. If your interlocutor is busy with something more important to him, then all your suggestions will be ignored. Without delving into the little things, it is easier for him to refuse you than to be distracted from what he is doing. By calling at a more convenient moment, you could easily persuade him to make a deal, giving serious arguments, but now his thoughts are completely different, and your plans are thwarted.

1. save time

The rules of telephone etiquette advise you to explain the subject of the call for no longer than one minute. It makes no sense for ten minutes to develop the topic of why you decided to call. Speak clearly and specifically so as not to waste time from the interlocutor.

1. Don't Apologize, But Be Thankful

Don't apologize for taking up the other person's time, even if you feel like you're taking up a lot of their time. Your apologies will not do you any good, because the interlocutor will think that:

• wasted time talking to you;
• you are not confident enough in your abilities;
• you don't value your time.

The rules of telephone etiquette advise replacing apologies with gratitude. Simply thank the other person for making time for you by saying, “Thank you for your time.”

What are the rules of telephone etiquette if they call you

1. When to pick up the phone

Try to answer the call immediately, before about the fifth ring. Telephone etiquette recommends answering the third ring. The first is needed to postpone things. The second is to tune in. The third is to smile and pick up the phone. This is what demonstrates a respectful attitude towards the client and the corporate ethics of the company. Failure to comply with business etiquette indicates a low level of corporate ethics in the company.

Do not immediately grab the phone. Put things aside, tune in, smile and pick up the phone.

1. How to answer

The rules of telephone etiquette strongly recommend not to use the words “Hello”, “Yes”, etc. in a business setting. When you pick up the phone, you should say the name of the company you represent. For example: “Company Triumph, hello!”. We advise you to think in advance of a greeting related to the specifics of your company. It is not necessary to give your first and last name, it is enough to indicate your position or department of the company. The main thing is that it becomes clear to the interlocutor which company he called and who is talking to him. And you don't need to find out who is calling if your colleague is asked.

1. If there is no time

The rules of telephone etiquette consider it unacceptable to pick up the phone and, saying: “Wait a second,” make you wait for the caller until you are free. It is much more appropriate to say that you are busy at the moment and will call back later or name a time when it will be more convenient for you to talk.

While in a business meeting or meeting, mute your phone, giving priority to live communication. When finished, you can call back.

1. If another person is asked

If you are asked to invite another person to the phone, answer, for example, like this: "Wait a second, I'm passing the phone to him." In turn, the one who is invited to the phone should thank for this.

1. If he's not there

If you cannot invite an employee to the phone due to his absence, be sure to offer to call back after some time. For example: "Please call back in 15 minutes."

1. When you are already talking to someone

The rules of telephone etiquette advise against picking up two phones at the same time, so as not to make one of the interlocutors wait while you talk to the other. You need to pick up the phone, apologize, and briefly explain the situation, offer to call back later. Or apologize to the first interlocutor, and after completing the first conversation, start the next one.

1. If outsiders are around

What are the rules of telephone etiquette for the secretary

1. Always introduce yourself when you answer the phone. The interlocutor must know who is answering him. Introduce yourself and greet him. State the name of the company you represent.
2. Always keep your emotions under control, especially negative ones. The person needs to hear that you are interested in his call and are friendly. Conduct conversation politely, correctly and with a smile.
3. When answering a call, try to pick up the phone in left hand. This will help, without changing hands, to make the necessary notes. Place note paper and a pencil or pen next to your phone. You can not interrupt the conversation in search of them.
4. Priority for calls addressed to management. The rules of telephone etiquette do not recommend leaving a client calling management on the line. You should always be aware of whether your boss is in place. It is unacceptable to first connect the client, and later, having found out that the director is absent, tell them to call back later.
5. According to the rules of telephone etiquette, the secretary needs to ask: “How to introduce you?”. The client must answer by stating his first and last name. After that, the secretary connects and holds the line until the director picks up the phone, returning to the client every 30 seconds.
6. In the absence of guidance, all call data must be recorded by the assistant secretary. Records should contain information about who called, at what time, for what reason, to whom and when to call back. Subsequently, all information is reported to the head.
7. To avoid mistakes, the rules of telephone etiquette advise you to immediately check them with the dictating person when recording data.
8. There are many small issues that can be resolved and not at the management level. An experienced secretary-referent competently and correctly regulates telephone calls to management, if possible distributing them to other specialists.
9. The rules of telephone etiquette oblige the assistant secretary to give as much as possible full information about the manager’s reception schedule, his ability to receive a call, if necessary, inform the planned time of the call.
10. Each institution may have a range of information that is not reported over the phone. In this case, the assistant secretary recommends that the subscriber contact the manager in writing or in person.
11. The rules of telephone etiquette recommend keeping a short, tactful style in a business conversation. The conversation should be complete and clear, not allowing any other interpretation.
12. With a parallel call, the secretary must apologize to the interlocutor, briefly explain the situation and end the conversation.
13. When a question is received to which the secretary does not know the answer, he must apologize and ask the interlocutor to give time for clarification and agree on a second call.
14. Telephone etiquette emphasizes that restrained, tactful, friendly and respectful communication with any partner will be correct. You must always keep your emotions and actions under control.

In our progressive age, the dominant position is occupied by communicative interaction. Majority difficult questions and problems can be solved with the help of telephone conversations. Thanks to communication through this means of communication, people are able to conclude the most advantageous agreement or, in the "wrong scenario", completely lose an important client. That is why every literate man must master the basics of telephone etiquette. What is business communication by phone and how to conduct it correctly is the topic of our today's article.

Any of us should learn how to negotiate correctly, since the person conducting the conversation does not have the opportunity to see the opponent and his actions. To persuade a potential client in your direction in such a way that he does not have the desire to hang up the phone in the first minutes of a conversation will require a lot of effort. The reputation of a person and the organization he represents depends on the ability to conduct telephone conversations.

Preparing for an upcoming conversation

Before a serious phone call, you should carefully prepare for it as follows:

1. Prepare yourself morally.
2. Formulate, and it is better to write down the goal, plan and main issues of the upcoming conversation on paper, which will always lie in front of you during the negotiations.
3. Be sure to prepare all the materials that may be useful during telephone conversations.
4. It is necessary to move away from negativity and personal problems even before the conversation begins, since the voice can give out an aggressive attitude, which the client often takes personally.
5. The time for negotiations must be chosen so that it is convenient for both you and the interlocutor. If you are planning to call a business partner, try to arrange a convenient time with him in advance.

Phone business basics

When making a call, first of all, you should stop and tell the purpose for which you are calling. In this case, it is necessary to choose a friendly tone. A telephone conversation should take place without long pauses, it should be energetic and concise.

Cannot render psychological pressure in the process of negotiating, since in this case it is unlikely that you will be able to win the location of a potential client in this way. Try not to ask the wrong questions. In the event that a telephone call is international or long-distance, it is necessary to ensure that it lasts no more than six minutes. All business proposals and requirements must be supported by arguments. Questions should be answered truthfully and briefly. It is better to outline the conversation plan in advance on paper.

At the end of the conversation, be sure to say again all the agreements that you came to during the conversation. Since you initiated the call, the end of the conversation should also come from you, except for situations where the interlocutor is more senior.

When at the end of negotiations you promise to call back, try not to delay it and make a second call within 24 hours. Be sure to keep in mind that you cannot dial partners to your home number.

In a situation where, having called, you do not find your partner at the workplace, specify a convenient time to call him back and do not ask where he is now. From point of view business ethics it is not correct.

Observe the following rules of business etiquette:

• Try to pick up the phone after the third ring at most.
• When answering from the workplace, you need to greet the person, say the name of the company, and then introduce yourself.
• If the caller does not introduce himself, politely ask him to give his name. For example, the following phrases would be appropriate here: “I would like to know who I am talking to”, “Could you introduce yourself?” or “Excuse me, how should I address you?”.
• Answering the interlocutor's questions should be as quick as possible to find phone numbers that may be useful during negotiations.
• If you get a call at lunchtime, ask someone else to answer so you don't answer with your mouth full.
• The caller will have to end the conversation, if the initiative comes from you, the act will look unethical.

What mistakes are made during a telephone conversation

Numerous studies have been carried out among business people, indicated that about 56% of calls are made without greeting phrases. Explaining the reason for not saying greetings, the businessmen said that it goes without saying, and that it’s not convenient for them to say hello many times during the day. It is important to remember here that in verbal communication there is nothing that goes without saying, and therefore every phrase must be voiced.

In no case should you interrupt the interlocutor in the middle of the conversation - give him the opportunity to express his thought to the end. It is necessary to pronounce words clearly, as well as to monitor the tone of speech and its volume. There should be a pause between questions to give the interlocutor the right to answer.

Negative emotions should not be given free rein, as this may offend a business partner.

• Do not pick up the phone for a very long time.
• At the beginning of the conversation, you can not pronounce the words: “speak”, “yes”, “hello”. Unless it's your old friend.
• Have multiple conversations at the same time.
• Leave your phone unattended even for a few minutes.
• Use paper scraps for notes that are easy to lose later.
• Hand over the phone to colleagues many times.

If you speak with an accent, try to pronounce phrases as clearly as possible. In no case do not clamp the handset with your hand to comment on the conversation with colleagues, since the interlocutor can hear everything. Thus, you will find yourself in an awkward situation.

In the case when the interlocutor voices a complaint to you, you cannot tell him that this mistake is not yours, or this issue is not within your competence. Such a response can negatively affect the reputation of the organization and will not help in solving problems. If there is your fault, be sure to apologize and try to solve the problem as quickly as possible.

There are some phrases to avoid:

• "I dont know".
• "We can't solve it."
• "You must".
• "I'll be back in a second."

It is better to replace these answers with neutral ones, which will be more loyal and will not spoil the reputation of the company. When you are not able to give an exact answer, it is better to say that you will try to clarify the information and call back. Use these phrases:

• "I'll check the information and get back to you right away."
• "We will try to resolve the issue."

By following the culture of business communication on the phone, you will be able to establish yourself with better side and confirm the positive image of the company you work for.

Course "Ethics and etiquette"

"Telephone Etiquette Rules"

Artist group 4110b,

Introduction

“Do not speak often and in too much detail about your deeds and experienced troubles: it is not so pleasant for others to hear about your misfortunes as you remember your own” - this statement of the Greek philosopher Epictetus can be put as an epigraph to the etiquette of telephone communication.

Over the 130 years of the existence of telephone communications, certain rules etiquette, especially since the manner of your conversation on the phone, as in a personal meeting, carries important information about you and is part of your image. It is especially important to follow the rules of etiquette now, in our age of telephones, when, in addition to ordinary phones, almost every second person also has a mobile phone.

Basic rules of telephone etiquette

First of all (even before you dial the number), you should answer four questions to yourself:

Will your call be useful to the interlocutor?

Won't you disturb the person you call for nothing?

Does the matter you are calling about deserve to be bothered for?

Will this call be useful for you personally?

In accordance with etiquette, the time for phone calls should be limited to working hours if the calls are business, and waking hours if it is a personal conversation. Therefore, in weekdays It is not recommended to call by phone before 8 am, and on weekends - before 10 am. Phone calls must end no later than 10 pm.

There are circumstances that adjust the time of telephone conversations (your friend comes home late, the family has Small child etc.). If the matter is urgent, it is permissible to make a late call, however, if you do not answer the fifth or sixth signal, hang up and do not call again that day.

At the beginning of any telephone conversation, ask if you have interfered, if you have interrupted important matters.

Business telephone conversation, first of all, should be brief. Remember: while you are having a leisurely conversation on a work phone with a friend or girlfriend, your interlocutor or you may not be able to get through on an important matter.

Avoid idle chatter on the phone. If you're in need of a heart-to-heart conversation, it's best to meet with a friend face to face.

If someone dialed the wrong number and accidentally came to you, do not be rude, but politely answer: - "You have the wrong number."

Remember, the phone is also used in order not to go to friends without warning!

In the absence of a subscriber, the one who answered the phone should offer his help: - “Shall I send him something? Could he call you back?" At the same time, you should not give the reason why a person cannot answer the phone or tell where and what he is doing. It is enough to ask to call back and indicate the time of the next call. If the caller asks to leave a message, you need to write it down and in no case forget to pass it on to the intended destination!

If the conversation is interrupted, then the one on whose initiative the conversation took place should call back.

Remember that you are not obliged to provide your telephone to a stranger for urgent negotiations, even if they are of a very important nature.

Do not call from the apartment of neighbors, having an insignificant reason. Perhaps they are delicate people and cannot refuse a request, but you yourself need to understand: the presence of a stranger at an inopportune time embarrasses the family, and personal problems should not be made public. Better look for a pay phone.

To start a telephone conversation, there is a special word "hello". The subscriber will be pleased to hear this word if it is uttered with joy, as if you were waiting for his call. Be sure to smile before you pick up the phone. Your voice will immediately become softer and more pleasant! You will feel how your mood and attitude towards the one who called has improved. Remember, smile, heard on the phone!

Some, picking up the phone, say: - "Yes?" Please note that this word is too short, conducive to business communication. According to the researchers, the answer “I listen” sounds conceited. The phrase "on the phone" is an obsolete form. Where else can the person answering the phone be? The phrase "on the wire" remained as a joke, an expression of a playful mood.

The caller may introduce himself after the greeting. For example: - "Hello. It rings (do not forget - the stress is on the second syllable!) Oleg Vyacheslavovich. Can I ask Viktor Yuryevich to the phone? If you are not sure if you got the right number, ask: - "Is this the Fedotovs' apartment?", "Bookshop?"

If you call and ask to call the person you need, then it is appropriate to accompany this request with polite words: - “Ask Rogov, please”, “Please, call Natasha to the phone”, “I would like to talk to Tanya”, “Invite, if not difficult, Alexandra Semyonovna.

If you got to the wrong subscriber, then try to find out what's wrong. However, for this it is not customary to ask for the number of those to whom you got - they are not required to give such information. It is better to give the number you are calling to check if it is correct. For example: - "Excuse me, is this the number 557-89-96?" If they answer you: - “No”, then you made a mistake in the set of numbers, or the connection did not work. If they answer: - "Yes", then you wrote down the number incorrectly, and you should no longer disturb people by calling them.

The answering machine is a great invention, but in Russia it is far from being as popular as in Europe and America. Many get scared when they hear a recorded voice and silently hang up the phone. Others are embarrassed and forget about the most important thing, namely: to give their last name, phone number, the question they are calling about.

Keep your message simple and concise, give your name and phone number, and ask for a call back. You don't have to say hello! If you are not sure if the answering machine is checked daily, enter the date and time of your call. At the same time, it is also reasonable to indicate the time when you can be found at home.

An invitation recorded on an answering machine tape is considered impolite. It is also meaningless for those who invite: after all, it is not known whether it is accepted, and how many guests to expect. Therefore, it is better to call your friends and invite them personally.

When addressing telephone operators, workers of information or emergency services, verbal curtsies such as: - “Would you be so kind as to inform ...”, “Will you refuse me one small request ...” Of course, without “please” and "thank you" is indispensable here. But words of greeting or farewell are not required.

When a person needs emergency help, you need to quickly and clearly state the essence of the matter, without abusing the time of the operator.

Contact by phone to to a stranger to “you”, even if it seemed that the child answered: the impression may be erroneous.

Calling the interlocutor “woman”, “man”, “grandmother”, “grandfather” - you don’t see who exactly answered the phone, and the voice can be deceptive. Impersonal appeal is better: - “Be kind”, “Excuse me”, “Please tell me”, “Do me a favor”.

Address an unfamiliar interlocutor with the words "kitty", "darling", "darling". These words can offend.

Having called by phone and without introducing himself, ask: - “Who is this?” As a rule, such a question is followed by a counter-question: - “Who do you need?”

Ask the caller: - "Who says this?" if they don't call you. If you are not sure that your call reached the subscriber you need, you should not ask: - “Where did I get to?” You should still give the name you are interested in, and if you confirm the error, apologize for the trouble.

Express sympathy and condolences over the phone: if your friend has lost loved one, then you must either come to him personally, or send a telegram with the appropriate text.