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telephone etiquette: rules and regulations

Consider the norms of telephone etiquette, which are followed today by progressive companies that care about their image. If you strive to look like a professional in the eyes of partners and clients, then the implementation of the laws outlined below is simply mandatory for you.

The norm is the observance of telephone etiquette by each employee of the organization who:

answers incoming calls;

makes phone calls on behalf of the company;

to which the client's call can be forwarded.

1. Pay attention to the tone of your voice

When communicating, people transmit information to each other using three channels: "gesture language" (55%), intonation (38%) and words (7%). By phone, we also convey to the interlocutor the meaning of our message using several channels, only this case the law of information transmission looks different. Firstly, the “gesture language” seems to disappear, since the interlocutor does not see us, and the remaining two channels (intonation and words) for transmitting information share 100% of the meaning of our message as follows:

• Intonation - 86%;
• Words - 14%.

The voice conveys to your interlocutor information about what kind of person you are. With your voice, you not only influence the perception, but often create the mood of the interlocutor. When talking on the phone, smile, be full of energy and enthusiasm. A smile and a positive attitude are heard in intonation.

Don't slouch in a chair or put your feet on a table when talking on the phone. When a person lies or half-sitting, the angle of the diaphragm changes and the timbre of his voice changes. Therefore, the interlocutor, even without seeing you, will “hear” that you are lying. And this is unacceptable, because the voice of a person in this position seems uninterested and full of indifference.

2. Greet the caller

If you pick up the handset while answering an outside call, pick up the handset and immediately greet the caller. The greeting, of course, changes depending on the time of day, it can be " Good morning(good afternoon or good evening).

Greeting the caller, you show that his call is important to you and you are happy for him (if this is not the case, then he should not know about it).

Don't be like the "telephone dinosaurs" who pick up the phone and say:

3. Introduce yourself on the phone

After greeting the caller, introduce yourself to him, name your organization. When receiving external calls, two approaches are used, the so-called "minimum" and "maximum":

Minimum approach: Salutation + organization name. Here's how it sounds: "Good afternoon, Publishing House "Fortochka!"

Approach "maximum": "minimum" + the name of the person who picked up the phone. Here's how it sounds: "Good afternoon, Publishing House "Fortochka", Marina is listening!"

Which approach to choose and use, decide for yourself. Following any of these will show callers that you and your organization are professionals.

I remember once I called one firm, and they answered: "Hello." I ask: “Tell me, is this ABC?”, And the answer is: “Who are you?”. I say: “Maybe I am your potential client”, to which I was assured: “Our clients know us!” ... and hung up.

4. Answer incoming calls after the 2nd, maximum after the 3rd ring

This is one of the laws that telephone operators, company secretaries, hotline workers and other “telephone” personnel are literally “trained” to comply with. And that's why.

If you pick up the phone after the 1st ring, then the caller gets the impression that we have nothing to do, and we were bored waiting for someone to call us at last.

Do not pick up the phone after the first call, the few seconds you have left will allow you to distract yourself from what you were doing and focus on the phone call.

If you give the phone the opportunity to ring 4, 5 or more times, then, firstly, the caller will become nervous (it has been proven that people lose patience very quickly while waiting for an answer on the phone), and secondly, he will form a completely “certain” opinion about our interest in him and in customers in general. Subsequently, he will no longer believe in our ability to quickly respond to his needs and problems.

5. When calling, do not say "You are worried about ..." or "You are worried about ..."

This is a kind of national disease. I suspect that this comes from an excessive desire to look polite and from self-doubt. Telling a person that you disturb (disturb) him, you form in him a certain - undesirable - attitude towards yourself and your call.

You force him to be wary, and you yourself ask him to treat your call as an unwanted distraction from business. Why create trouble for yourself and tell your interlocutor, they say, “I disturbed you, violated your comfort and now I will pester you with my questions”?

Say simply: “Good morning (Hello), Marina (Marina Shestakova) from the Fortochka publishing house is calling you.

6. When calling, ask if the client can speak to you

Each person has their own to-do list, appointments, meetings, etc. In other words, when we called them, the likelihood that we interrupted them is very high. This is especially true for calls to mobile phone; our interlocutor can be anywhere and be busy with anything.

Having introduced yourself, do not go straight to the point, first ask if the interlocutor can talk to you. By asking this question, we show the interlocutor that we are brought up and that we value his time. Thus, we position ourselves in his eyes as a professional and inspire respect for ourselves.

Introduce yourself + ask about the opportunity to devote time + state the purpose of the call.

Introduce yourself + name the purpose of the call + ask about the opportunity to devote time.

7. Get to the heart of your call as quickly as possible

After introducing yourself and asking for time to chat, don't waste time with pointless lyrics and pointless questions like:

Well, how do you like this heat in the city?

What do you think of today's statement by our prime minister?

Did you see yesterday on the news...?

You heard latest news about Iraq?

When talking on the phone, business people tend to be concise and stay on topic. Don't annoy them by talking about this and that, state the purpose of your call and start a business conversation.

It should be added that with the exception of this rule is talking on the phone with clients with whom, over the years of working together, you have developed warm friendships or even friendships.

8. Using the "hold" function

Almost every phone has a “hold” function, only it is designated differently, depending on the manufacturer of the device.

This function allows, if necessary, to “hang up” the interlocutor on the line without disconnecting the connection. It is used every time during a conversation you need to put down the handset and isolate the interlocutor from what is happening in your room (from conversations, discussions, jokes, anecdotes of your colleagues). For example, in order to:

go to the next office for the information necessary for the interlocutor;

print the required document;

call to the phone right person;

clarify something with a colleague.

By pressing the corresponding button on your phone and activating "hold", you do not give the interlocutor the opportunity to hear what is happening in your room. If the telephone set is connected to the telephone exchange, then during the "hold" it plays the programmed melody to your interlocutor.

There are several rules associated with setting and removing the interlocutor from the "hold":

When staging, ask if the other person can wait, and explain the reason for the need to wait.

For example: “Can you wait as I need to contact the accounting department to answer your question?”

When removing - thank the interlocutor for waiting. This step allows you to dissipate the tension and nervousness that arises in anyone who is waiting. We also show the person that he is important to us and we are grateful to him for not hanging up.

If you know that you will have to wait more than one minute, then do not leave it on "hold". Say that you will call him back after clarifying the information of interest to him. When waiting on the phone, even one minute seems like a few, do not give the interlocutor another reason to be nervous and angry.

9. If they ask a person who is absent

Do not "cut off" the caller, simply stating the fact that the person he needs is at the exhibition (on vacation, will return at the end of the week) and do not immediately hang up.

After reporting the absence of the right person, make two attempts to keep the caller. Offer your help. For example: “Can I help you with something?” or "Can someone else help you?"

If the caller does not agree to the proposed assistance, then ask to leave a message.

It sounds like this:

What should I tell (to an absent colleague)? Who called?

Let me leave a message (for an absent colleague) that you called. Please introduce yourself.

10. Finishing the conversation, say goodbye to the interlocutor

Notice how many people end a conversation by simply hanging up without even saying goodbye.

How many times has this happened to me: you call the organization and ask the person who answered the phone a question, for example: “Tell me, do you work on Saturday?”. The answer is "Yes" or "No", and the conversation ends. Once I did call back again and asked: “Why are you hanging up, do I still have a question for you?” The answer was simply brilliant: “We must speak faster!”.

In a situation similar to the one described above, before saying goodbye to the caller, ask: “Can I answer one more question?”, And only after receiving a negative answer, end the conversation. Before hanging up, say goodbye to the person, tell him everything just a simple "goodbye".

11. Adjust to the speed of the interlocutor's speech

If a person speaks slowly, this indicates that his thinking process proceeds at the same speed. This means that he carefully evaluates every word he hears and utters and carefully weighs the information received before accepting it. final decision. When talking to such people, slow down the pace of your speech a little. Don't be fooled into thinking that the faster you speak, the faster your interlocutors will think. On the contrary, not keeping up with the pace of your speech, they will lose your train of thought and become completely confused.

A person who speaks quickly or very quickly grasps thoughts on the fly and makes decisions without much thought, perhaps even hastily. He is annoyed by slowness and slowness, he is impatient and craves action. Speed ​​up the pace of your speech when talking to such people.

Change the pace of your speech, just do not cross the line beyond which the parody begins.

12. Do not chew, drink or smoke while talking on the phone

If you think that by doing the above actions, you will hide them from the telephone interlocutor, then you are mistaken. Many times I have spoken to people who thought they were masking food chewing or smoking without even realizing how unpleasant it sounds over the phone.

Once I called a client, from whose answer it became clear to me that he was chewing. I tell him: “Bon appetit”, and he answered me: “Do you hear?”.

Put aside your chewing gum (patty, cigarette).

13. Do not apologize to the interlocutor for taking up his time

This recommendation also applies to holding meetings. If you think that you have interrupted the interlocutor from important matters or that you have taken away his valuable time, then do not tell him out loud about it. time, ”you yourself will lead him to the idea that:

he lost his time communicating with you;

your time is worth nothing;

you are not sure of yourself;

you feel guilty.

Instead of an apology, you can thank the interlocutor:

Thank you for taking the opportunity to meet (talk) with me.

I understand your busy schedule, thank you for the time allotted for our meeting.

You show that you value him and his time, but do not make yourself out to be a "guilty petitioner."

14. Using the speakerphone (speakerphone)

Do not use the speakerphone unless absolutely necessary and without the warning and consent of the interlocutor. With today's level of technology, a customer will hear the difference between talking to you over the handset and using a "speakerphone". Hearing that you are talking to him using the speakerphone, the client will almost immediately feel discomfort and alert. In addition, he draws two conclusions:

Someone is listening to us.

15. Communication with secretaries

If your job involves making calls to organizations, then this means that you periodically communicate with the secretaries of these organizations. Today, secretarial positions are occupied by educated and qualified people who are the “face of the company” and optimize the work of their superiors. Their opinion is listened to, they are highly valued as "frontline workers".

Do not insult, humiliate or underestimate them. These people often have a lot of power. They can become either your supporters or enemies, it all depends on you. Show them respect and reverence, and they will repay you in kind.

Treat them the same way you treat your customers. Secretaries are also your customers, they influence the opinion of their management about you, about your company and your product. If they wish, they can present your call (fax, letter) as "another trick of an annoying idiot from a stupid company." They can make it so that your letters, faxes and e-mail "will not reach" the recipient. Considering this...

Build relationships with them. It doesn't matter if you do it with bouquets, chocolates, or through your respectful attitude. Remember one thing: by winning the favor of the secretary, you get your supporter in the client's organization. In addition, no one knows which manager of which direction and in which company this person will become tomorrow.

How to talk on the phone during business communication.

• Business communication is impossible to imagine without telephone conversations. Partners, officials, customers find out most of the questions using the phone. The same is true for business contacts.
• How to use the possibilities of telephone communication effectively and competently, so that precious time is not wasted and business contacts are increased? Knowledge of telephone etiquette will help to create the image of a person who knows the specifics of his work in a business environment.

Telephone etiquette or basic rules of behavior during a telephone conversation: a list

If you, by occupation, call on behalf of a company or organization that receives incoming calls or forwards customer calls to other persons, then you definitely need to familiarize yourself with the basic rules of telephone etiquette. This will help you establish yourself in a professional environment as a competent specialist, as well as among clients.

The norms of telephone etiquette dictate their terms to modern companies that systematically care about their reputation. Knowledge of telephone etiquette is one of them.

Which of the company's employees should know by heart and put into practice the rules of telephone etiquette:

• the person who receives incoming calls
• person who calls on behalf of the organization
• who receives customer calls forwarded to him

What does it mean to follow the rules of telephone etiquette:

• When talking on the phone, it is important to maintain an even intonation of your own voice and not give vent to emotions. Because during telephone conversation one of the three channels that allow people to communicate is activated (they include "sign language", intonation and words), then the interlocutor, losing one of the channels, begins to perceive the meaning of the message in a somewhat abbreviated form.
• The meaning of what was said over the phone is conveyed as follows: the absence of "sign language" leads to the fact that the remaining two channels (intonation and words) account for 100% of the meaning of what was said, more precisely, 86% is allocated to intonation, and only 14% to words.
• By the voice of the interlocutor is transmitted emotional coloring messages. The interlocutor develops his own impression of who called him. Therefore, by communicating any information to the interlocutor by phone, you can not only influence its initial perception, but also be able to create a mood for the interlocutor.

Try to convey your energy and enthusiasm with intonation

• smile during telephone communication is also necessary. You should not think that, deprived of the opportunity to see you, the interlocutor will be able to catch the confidential notes you need and a positive attitude in the absence of a smile. Try to convey your enthusiasm with intonation.
• When talking on the phone, do not fall apart in a chair, do not stretch your legs on the table. In a semi-recumbent or semi-sitting position, the angle of the diaphragm shifts, which changes the timbre of the voice. At the other end of the wire, they will definitely guess that at that moment you are lying. The only thing that you can convey to a client or an employee of another organization with the help of a phone call in this way is your disinterest and complete indifference.
• When answering a phone call, remember to greet the caller. However, for different times of the day, use the appropriate greeting: “Good morning! Good afternoon! Good evening!".
• When you greet the person who dialed your organization's phone number, you show how important this call is to you and that you enjoy the conversation, no matter what information you hear. But even if your personal attitude towards the person from whom you need to find out some information over the phone has a negative connotation, then on the other end of the wire they should not guess about it.

Don't let your emotions run wild on the phone

There is a category of people who, picking up the phone, say invariably and without any intonation "Hello!", "Yes!", "I'm listening!", "Company (name)!", "At the machine!". You should not be likened to such "telephone dinosaurs", because the caller after such a "greeting" is unlikely to express a desire to continue the conversation. Most likely, he will also dryly report the necessary information and end the conversation.

A telephone conversation after the greeting includes the name of the organization. When receiving outside calls, remember to give the full name of the firm or institution you work for.

There are two options for an official greeting, which are carried out over the phone:

Option 1: with a minimal approach.

The caller greets the caller and names the organization. An example of such a greeting: “Good evening! The editors of the magazine "Rocket".

Option 2: with the maximum approach.

This option implies a greeting, the name of the organization, the name of the person who answers the call. An example of such a greeting: “Good morning! The editors of the magazine "Rocket", Nadezhda Viktorovna is listening!

Whichever option you like best, use that one. Both options help create the impression of a professional person answering the phone. The caller will have the same opinion about the organization.

Answer an incoming call after the 2nd or 3rd ring

• One of the main laws of business telephone communication is that you need to answer an incoming call after the 2nd or 3rd ring. The “telephone” personnel who are responsible for answering telephone calls (telephone operators, company secretaries, hotline workers) learn this rule as the most important thing.
• Why is it not recommended to pick up the phone after the first ring? Everything is explained very simply: the caller may think that the employee of the organization was bored before, not knowing what to do, waiting for the next call. In the few seconds that you have before the second or third call, you will be distracted from the business that you were busy with before and completely focus on the incoming call.
• Answering incoming calls after the 4th or even 5th ring is not recommended for the simple reason that the caller may become impatient while waiting for an answer on the phone. During this short period of time, the caller will have time to form a "certain" opinion regarding the company's interest in customers and the ability to quickly respond to their needs and problems.

Answering incoming calls after the 4th or even 5th ring is not recommended

Who should introduce themselves on the phone first?

• Having dialed the phone number you need, do not repeat the mistakes of those who start the conversation with the phrase: "You are worried about (name of organization)" or "You are worried about the issue." This is how insecure people or those who want to appear polite begin a telephone conversation. Why are these phrases unsuccessful? If you “disturb (disturb)” the person on the other end of the wire, then from the very first minutes of the conversation he has a negative attitude towards the caller and the call itself.
• This will automatically cause a feeling of anxiety, and thereby, as if you yourself give a reason to treat your call as unwanted, which only distracts you from important matters.
• Do not create uncomfortable moments for yourself and the interlocutor with phrases that sound like "I have to disturb you and violate your comfort, because I need to clarify some questions."

With what phrase to start a conversation? Say hello and introduce yourself. For example, it might sound like this: “Good afternoon! Gennady Pavlovich is calling you from the printing house.”

Who should introduce themselves on the phone first

Video: Business phone etiquette

How to properly introduce yourself on the phone when making an outgoing call in a company, office, home call?

• When making an outgoing call, be sure to ask if your interlocutor can talk to you. After all, he can have his own to-do list or plan meetings, meetings. Most likely, before picking up the phone, he was busy with something and you tore him away from this activity. Keep this in mind when making a call to a mobile phone.
• After you've introduced yourself, don't rush to jump right into the question that prompted you to call him. Find out if the interlocutor has time to listen to you, and only if the answer is yes, get down to business. So you show that you value his time and position yourself in the eyes of the interlocutor as a professional. This cannot but inspire respect for you and the organization you represent.

Option 1: Introduce yourself first. After that, ask the interlocutor if he has time to listen to you, while voicing the purpose of the call.

Option 2: Introduce yourself, name the purpose of the call, and only after that ask if the interlocutor will be able to devote time to you.

How to greet a client on the phone during a business conversation?

If you are not the initiator of the conversation:

• "Art Center Leonardo, good evening, administrator Olga, I'm listening to you."
• If you consider such a phrase too long, then you can limit yourself to an abbreviated greeting: “Leonardo Art Center, good evening!”.
• Very often you can hear such a greeting: "Hello!". However, it is permissible to say hello in a personal meeting, and in business communication such free phrases are unacceptable.

If you are the caller:

Introduce yourself, state your organization or company name, and ask if your interlocutor has time to

Video: Correctly introduce ourselves to the client on the phone

How to use the phone correctly: telephone etiquette phrases

The following phrases will be the key to proper business communication over the phone:

• If it's not hard for you
• Thank you for your time
• Do you have time to wait for a response? Will I need to contact the supply department?
• I will verify this information and call you back.
• Thank you for taking the time out of your schedule for this conversation.
• Thank you for taking the time to talk despite your busy schedule.

The following questions will help you clarify your information:

• Can you hear me well?
• Sorry, I didn't hear. Please repeat.

Phrases of phone etiquette

How to end a business call?

End the conversation with a standard question that requires a clear answer:

• So, are we in agreement on this issue?
• May I take it that we have reached an agreement on this matter?
• As I understand you (in this matter), can we count on your support?

How to answer phone calls in the office and at home?

Video: How to answer a phone call?

Many people talk on the phone. Business people are talking. The percentage of telephone conversations per day is sometimes much more than face to face. Observe telephone etiquette! This is very important rule. You are a well-mannered person, aren't you? Exactly.

Pick up the phone. They are calling you!

When the phone rings, we automatically pick up the phone and answer the usual “Hello!”.

Is that enough to start a conversation?

Let's see what telephone etiquette says.

First of all, let's draw a dividing line between business and personal contacts.

The moment that unites all conversations is politeness, restraint, command of the voice.

Your interlocutor cannot see what you are doing on the other side of the handset. But the slightest intonation betrays irritation, hostility, chagrin and other emotions.

business hello

They call you on your work phone. Do not grab the phone after the first beep. This can give the caller the impression that you have nothing else to do but answer the phone. It's not just your reputation. The conversation will leave an impression of the authority of the entire organization. Answer by waiting for two or three rings. But by no means more. The rules of telephone etiquette do not allow you to be disrespectful to a person in this way.

It is not recommended to immediately start a conversation with the name of the company. It is best to greet the caller with the neutral phrase “Good day!” This time of day is considered the main working time. In other cases, you can use the appeal "Hello!"

A prerequisite business conversation considers the addition to the greeting of the so-called voice " business card". This may be the name of the organization or your personal data - position, first and last name.

Ideally, the greeting scheme would look like this: “Good afternoon! Sun Company! or “Good day! Sun Company. Manager Olga Sergeeva.

A well-structured answer to the call will start a successful pleasant conversation. Will create good impression about the organization, emphasize its status and give solidity. FROM educated people always a pleasure to deal with. Therefore, the impression made can play a significant role in further cooperation.

Personal "Hello!"

If it seems to you that a conversation with a friend or friend can be started in any way, then you are mistaken. Any incoming call to your personal phone is also better to start with a wish for a dear day and your own introduction.

This way you protect yourself from unnecessary waste of time explaining if the caller dialed your number by mistake. When you receive a call about a personal matter in working time, a little formal introduction will set the tone for the general conversation, that is, you will let the person know that to conduct empty conversations in this moment no possibility. Yes, and this is just a manifestation of good breeding and politeness, which is interpreted by the rules of a telephone conversation.

When you call

It would seem, what is easier, dialed the number and laid out the essence of the conversation. But many have already seen through experience that the way you start a conversation is the way it will develop. Whether a business call becomes the beginning of a successful collaboration depends on the first moments of the conversation. The same can be said about personal contacts. Spend half an hour explaining who is calling and for what reason, or state the essence in a couple of minutes, it will be clear from the initial appeal.

business call

You dialed the company number and received a standard greeting response. You also need to introduce yourself. If you represent an organization, indicate its name and position. Next, briefly describe the essence of the appeal. You should respect the working time of others and do not waste your own on inconsistent explanations. Assuming a long conversation, do not forget to ask if it is convenient for the person who answered the phone to talk now. Perhaps the conversation should be rescheduled for a more convenient time.

The rules of conducting a telephone conversation say "no" to such greeting phrases as "You are worried about ...", "You understand what's the matter ...", "It's okay if I disturb you ...". Your “hello” in this case should be obeyed with dignity, without fawning. Then you can count on a productive conversation and self-respect. After a personal introduction, you can say “Help me solve this question…”, “Tell me please…”, “I am interested in…”, etc.

Personal call to a friend or relative

"Hello my friend. How are you?" - Of course, you can start a conversation with loved ones like this. But it would be better to introduce yourself. Especially if you are calling on a specific matter, and not just to chat. Firstly, you can dial the number of a friend at the wrong time. The person is busy, is at work or a business meeting, deals with personal problems. Secondly, imagine that your number was simply not determined, and your voice seemed unfamiliar due to poor quality communication. In order not to put yourself and a friend in an awkward position, name yourself.

Let's continue the conversation

In any conversation, you must be attentive to the interlocutor. How to start a telephone conversation is a great skill, but its continuation is of great importance.

business continuation

You are the caller. So you have specific task that you want to solve during the conversation. Prepare a list of questions that interest you in advance so as not to stray into third-party and not waste someone else's work time. Listen carefully to the interlocutor. Try to take notes of the answers, this will help to avoid asking again.

Lost connection during a call? Call back if you started a conversation. You must also end the conversation. Be sure to thank the interviewee. A pleasant ending will, of course, be a wish for a good day.

If they call you, listen carefully to the request. Do not forget to keep your attention to the conversation with the phrases “Yes, of course ...”, “I understand you ...”, “We will try to help ...”, etc. The interlocutor will feel confident and will be able to describe the problem. When a conversation threatens to drag on, take the initiative to help steer the conversation in the right direction.

Before closing, check with the interlocutor whether he received all the answers. If you cannot help him due to other official duties, tell him the contact of an employee who is competent in a given topic.

Personal conversation on the phone

In personal conversations, the situation is easier. But here, too, telephone etiquette provides some guidance. For example, a friend called you at an inconvenient time with a great desire to chat. For such cases, there is a standard telephone conversation: "Sorry, I'm in a meeting right now ..." or "I have a very important meeting, I'll call you back later ...". You can add “I understand that this is very important. I'll call you as soon as I'm free..." For the interlocutor, this will be an indicator that you are not ignoring his problems. So, there will be no more resentment. By the way, try to call back if promised.

General rules for telephone conversations

Phone etiquette rules are not made up out of thin air. These are the observations of psychologists, practical experience, analysis based on the results of many conversations. There are certain actions that etiquette welcomes or denies. We will collect some of them in a small memo.

1. Avoid loud personal conversations in public places and at work. You put others in an awkward position, forcing you to listen to the intimate details of your life, which has nothing to do with them.
2. Do not turn on the speaker phone unless you have warned the interlocutor about it. This situation can create adverse consequences. But first of all, this is a manifestation of respect for the person on the other end of the line.
3. Be careful when choosing a ringtone. Less loud aggression, because people with a weak nervous system may be nearby.
4. Turn off the sound on the phone while at meetings, meetings, in cultural institutions, as well as in those places where such a requirement is prescribed by the rules of conduct.
5. Do not combine phone conversation and eating. This makes it difficult to understand, expresses disrespect for the interlocutor.
6. Be careful about the time when you plan to make a call. Early morning, late night - these are, as you understand, not the most successful periods for talking even with the closest person. You can call at such a time only for the most urgent matters. Don't forget about it.

A small conclusion

Now you know telephone etiquette. Call on time. Be polite. Pleasant telephone conversations and good mood!

Pick up the phone no later than the fourth ring. This is one of the rules of good manners. Signalers do not recommend picking up the handset during a call for purely technical reasons: current increases in electrical circuits, which can damage the network and turn off the phone.

Sometimes the phone is hard to hear. But that doesn't mean you have to raise your voice. The opinion that if I can’t hear the interlocutor well, then he can’t hear me well, and, therefore, I need to speak louder, in the case of a telephone, it is erroneous. In case of poor hearing, you should not raise your voice yourself, but ask the interlocutor to speak louder and at the same time ask how he hears you.

When you pick up the phone, state your institution, department, and position.

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 formula that you like (how you would like to be answered).

With frequent calls or in a hurry, they usually give a surname with the addition of the word "I'm listening" ("Ivanova is listening))) or only the name of the institution or unit is indicated: "Reception of the department of such and such ...".

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

¦ If you need to interrupt the conversation to answer another call, ask your interlocutor for permission to do this.

When agreeing on the next telephone conversation, you should clarify what time is convenient for the interlocutor.

If you're asked a question you don't know the answer to, the best answer is something like this: Good question. May I clarify for you and call you back?"

Do not give vent to your negative emotions. Your interlocutor is not to blame for the fact that, perhaps, a couple of minutes before, you had an unpleasant conversation with someone or you have personal problems.

It does not follow

Do not pick up the phone for a long time.

Start a conversation with the words: "Hi", "Yes" and "Speak"

Ask: "Can I help you?"

Have two conversations at the same time

Leave the phone unattended at least for a short time and occupy it for a long time

Use scraps of paper and calendar sheets for notes.

Say: "Everyone is having lunch", "There is no one", "Call back".

Pick up the handset before the fourth ring of the phone.

Introduce yourself and name your department and your position

Ask: "How can I help you?"

Focus on one conversation; listen attentively

Offer to call back if time is needed to clarify details

Use call slips or a business notepad

8. Write down the information and inform the subscriber that they will call him back.

Phone calls often disrupt the rhythm of work, break up the manager's working day, prevent him from concentrating, switching his attention to newly emerging unforeseen problems. Therefore, one of the tasks of the secretary of the head is filtering (sorting) phone calls. The secretary should know well whom and on what issues should be connected with the head. Knowing organizational structure firms (institutions) and the distribution of responsibilities between employees (who does what), the secretary, having found out the topic of the conversation, can often correctly redirect the subscriber himself. It is useful for the secretary to have a criterion compiled in accordance with the opinion of the head, according to which incoming conversations should be rejected, rescheduled (repeated call) or they should be skipped to the head.

Today, telephones with an answering machine are widely used for recording and transmitting messages. They usually turn on during hours when there is no one to answer the calls, as no one is in the office. For example, at lunchtime, in the evening or at night, on non-working days.

Secretary, freed or coming to workplace, must listen to the recording and transmit messages to the intended destination, and, if necessary, contact the callers.