In today's world where communication happens in the blink of an eye, courtesy seems to have taken a backseat. We have become so busy in our lives that we forget the basic manners and etiquettes that help us communicate in an effective and polite way. In this article, we will discuss how telephone courtesy goes a long way in building relationships and enhancing communication.
The telephone is arguably the most popular tool of communication in the business world. Every day, we receive and make countless phone calls that are crucial for our work and personal lives. Therefore, it is important to develop telephone courtesy skills that can make a positive impression on others.
The first step towards telephone courtesy is to answer the phone within the first three rings. When you delay the answer of the phone, the caller may become restless and frustrated, thinking that no one is available to answer the call. Answering the phone promptly is the first sign of respect towards the caller.
The second step towards telephone courtesy is to identify yourself when you answer the phone. When you identify yourself, you not only inform the caller that they have dialed the correct number, but also establish a personal connection with them. For example, saying "Good morning, this is Jane speaking" makes the caller feel more comfortable and confident in interacting with you.
Another important aspect of telephone courtesy is to speak clearly and audibly. When we speak over the phone, we don't have the advantage of seeing the person we are talking to. Therefore, it is important to ensure that our voice is clear and audible, and we are speaking at a moderate pace. It is also important to ensure that there is no background noise that may hinder the communication.
In addition to speaking clearly, it is also important to listen attentively. When you are on the phone, give your undivided attention to the caller. Don't multitask or keep the caller on hold for extended periods of time. Listening attentively not only improves communication but also shows the caller that you respect their time and effort.
Using appropriate language is also crucial in telephone courtesy. Avoid using slang or any offensive language that can put off the caller. Use polite and courteous language throughout the conversation. Also, avoid using negative words like "no" or "can't" as they can create a negative impression on the caller. Instead, use positive phrases like "let me check" or "I'll do my best".
When you receive a call, it is important to ask the caller if they would like to hold or if they prefer a call back. Sometimes the caller may be in a hurry, and it is important to ask for their preference. If they agree to hold, ensure that you check back with them frequently to avoid keeping them waiting for too long.
Using an appropriate tone of voice is also important in telephone courtesy. Your tone of voice can convey a lot about your attitude and emotions. Using an upbeat and positive tone can make the caller feel more comfortable and relaxed. On the other hand, an aggressive or impatient tone can put the caller on edge and inhibit effective communication.
Another important aspect of telephone courtesy is to end the call appropriately. Always thank the caller for calling and let them know that you value their time and effort. If there are any follow-up actions, such as sending an email or making another call, let the caller know about them. Finally, bid them a friendly goodbye.
In addition to these do's and don'ts, there are also certain guidelines you should follow when making phone calls. First and foremost is to be respectful of the person you are calling. Introduce yourself and state the purpose of the call clearly. Be concise and to the point, and avoid going off-topic. Also, ensure that you are calling at a suitable time, and the person you are calling is available.
Another guideline for making phone calls is to be prepared. Before making a call, make sure that you have all the necessary information and documents ready. This not only saves time but also enhances your credibility with the person you are calling. Also, make sure that you have a clear agenda for the call and keep track of the time.
Finally, it is important to follow up after the call. If there are any follow-up actions, such as sending an email or making another call, ensure that you do so promptly. This shows that you are committed to the conversation and are willing to take the necessary actions.
In conclusion, telephone courtesy goes a long way in building relationships and enhancing communication. When you are courteous on the phone, you create a positive first impression on the caller, improve communication, and establish a personal connection with them. By following the basic guidelines of telephone courtesy, you can not only make your phone calls more effective but also enhance your professional image. So, the next time you pick up the phone, remember to smile, speak clearly, listen attentively, and always say thank you.