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What are Telephone Etiquettes?

Telephone is an important device with the help of which people separated by distance can easily interact and exchange their ideas. Got a brilliant idea and want to convey it to your friend staying out of the country, use the telephone. Telephone is one of the easiest and cheapest modes of communication.

Telephone etiquettes – An individual needs to follow a set of rules and regulations while interacting with the other person over the phone. These are often called as telephone etiquettes. It is important to follow the basic telephone etiquettes as our voice plays a very important role in creating an impression of our personality, education, family background as well as the nature of job we are engaged in. The person giving the information is called the sender and the second party is the recipient.

Let us now study the various telephone etiquettes. Please find below the various telephone etiquettes.

  • Always remember your voice has to be very pleasantwhile interacting with the other person over

the phone. Don’t just start speaking, before starting the conversation use warm greetings like

“goodmorning”, “good evening” or “good noon” depending on the time.

  • Never call any person at odd hourslike early morning or late nights as the person will definitely be sleeping and will not be interested in talking to you.
  • In any official call, don’t use words like” Any guess who I am?“as the person on the other side

might be occupied with something and can get disturbed. Always say “Is it Ted?”, and do ask him, “Is it the good time to talk to you?” and then start communicating. If the person sounds busy always wait for the appropriate time.

  • Make sure your content is crisp and relevant. Don’t play with words, come to the point directly

and convey the information in a convincing manner. First prepare your content thoroughly and

then only pick up the receiver to start interacting.

  • After dialing, always reconfirm whether the person on the other side is the desired person whom

you want to interact with. Always ask “Am I speaking to Mike?” or “Is this Jenny?” before starting

the conversation.

  • Address the Caller Properly by his or her title. (i.e. Good morning Mr. Brown, Good afternoon Ms. Sanders). Never address an unfamiliar caller by his or her first name.
  • Always carefully dial the numbers, never be in a rush or dial the numbers in dark as it would lead

to a wrong call. If by mistake you have dialed a wrong number, don’t just hang up, do say sorry and

then keep the phone courteously.

  • Never put the second party on a very long holds. Always keep the information handy and don’t

run for things in between any call as the listener is bound to get irritated.

  • Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then

refer them to the appropriate resource. Never snap back or act rude to the caller.

  • While interacting over the phone, don’t chew anything or eat your food. First finish your food and

then only dial the number. If you are reading, please leave the book aside, first concentrate what

the other person wishes to convey and then continue with the book.

  • After completing the conversation, don’t just hang up. Reconfirm with the receiver whether he has

downloaded the correct information or not and do end your conversation with pleasant words like

“Take care”, “nice speaking with you” and a warm bye. Never say Goodbye.

  • Always speak each and every word clearly. The person on the other hand can’t see your

expressions so remember your tone should be apt to express your feelings in the correct form.

  • Don’t take too long to pick up any call. If you miss the call, make sure you give a call back as the

other person might have an important message to convey. Avoid giving missed calls at work places

as it irritates the other person.

  • In professional talks, never keep the conversation too long as the other person might be busy.

Always keep the content crisp and relevant and do come to the point after formal greetings.

  • If you are not the correct person and the speaker needs to speak to your fellow worker always say “one moment please- I will call him in a minute”. If the colleague is not in the office premises, always take a message on his behalf and don’t forget to convey him when he is back.
  • Decrease the volume of the television or turn off the speakers while speaking over the phone as noise acts as a hindrance to effective communication
  • If there is any disturbance in the network, don’t just keep speaking for the sake of it; try to call after sometime with a better line.
  • Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while you are on a call, politely remind them that you are on a customer call and that you will be with them as soon as you are finished.

Remember all the above telephone etiquettes must be practiced for an effective and healthy telephonic discussion and smooth flow of information.


Communication skills training: Voice tone

Your communication skills training should include some notes on the effect of your voice tone on others.
“Voice tone” relates to the musical aspects of your voice:
It pertains to pitch, volume, pace, and emphasis.
People respond instinctively to voice tone; either positively or negatively.

There are certain people who have a warm, attractive welcoming voice quality. Their voice tone has a positive effect on others. One of the best examples of a person with a good voice tone, in my opinion, was the actor Shri Amitabh Bachan
I once heard him on the radio, reading names and addresses from the phone book. When he did it, it sounded really interesting.

There are others, who have a flat, monotone droning quality to their voice. They have a negative effect on others. Their voice quality switches off the mind of the listener.

Let us investigate some of the qualities that make the difference between good voice and not- so- good voice.

Good voice tone

Speak with a deeper tone
How does a deeper voice affect the listener?
Research done by Department of Psychology, University of Pittsburgh , USA  indicates that people make instinctive judgement s of others based upon the tone of the voice of the speaker. Specifically, people judge those with deeper voices as having more authority.
This is thought to be a “throw back” to an earlier time where status was based upon physical power and strength. Heavier, physically bigger people have deeper voices than smaller people. And bigger people were dominant, so deep voices were associated to higher status. And to a lesser degree, they still are. So a deeper voice lends more authority.
Does this mean you should speak with a fake deep voice?
No. Everyone has a voice range. The advice is:

To improve the impact of your message, use the lower end of your voice range.

Let’s us look at the opposite? When you hear a high pitched or shrill voice, what is your emotional reaction?
A high pitched or shrill voice tends to have a negative effect on the mind of the listener. Generally, the person with the shrill voice is perceived to lack authority, and the tone can be irritating.

Variability of tones
A varied tone rises as falls and emphasises key words and phrases.
A monotone voice has little variety, it stays at the same pitch and there is a lack of stress variation.
It is important to vary your voice tone, as opposed to being monotone.
When you vary your tone, you inject life and energy into your message.
Emotions like enthusiasm, humour and excitement are conveyed by the tone of your voice.
Think of people whom you regard as great communicators. Is it true that these people have a certain energy and dynamism in the way they use their voice?

Think of the opposite. Do you know someone who has a flat, monotone, lifeless voice? When you hear that kind of voice, what effect does it have on your ability to focus on the content?
If a person has a flat, monotone voice, it has a negative effect on the communication doesn’t it?

So the message is clear: Vary your voice tone.

Speak Slower
It is important to slow down, when giving a coaching or counselling session.
If a person speaks slower, it has a number of positive effects on the communication:

1. It gives the person listening enough time to “digest” the message. This is important because there is a distinction to be made between “hearing” and “understanding”.
Hearing is simply the automatic functioning of the ears.
Hearing does not take effort.

Understanding is the act of focusing the mind on the meaning of what is heard.
That is not automatic. It takes an effort of will to focus the mind on the meaning and to make it clear and distinct.
If you speak too fast, the person will hear you, but will not understand.

Give enough time for your message to “sink in” before delivering the next one.

2. When you, slow down you have more time to select the right words and phrases to express your meaning exactly.

As a consequence of this, people who speak slightly slower are perceived by the listener to be more thoughtful; “deeper”. Those who speak more quickly are perceived to be more confusing and “lightweight”.
This is because, if you slow down, the implied message is that you are thinking before you speak. It implies that you are weighing up the evidence and giving careful consideration to your message. So, the person who pauses, and speaks at a slower pace tends to be perceived as more intelligent. Their message carries more weight.

For example: Obama speaks slowly during conferences. Is that accidental?
No. It is a conscious technique designed to make his message weightier and considered.

So, again, the point is clear: Slow down

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