Lesson 6 — Activity 1: Telephone Etiquette

In the workplace, it is important that we make a good impression on employers, co-workers, and customers when we speak on the phone.

The following suggestions will help us to communicate our message successfully through telephone calls.

• We should introduce ourselves when calling for business purposes so the receiver knows who we are. A simple statement will do: "Hello, this is Mark Giordano of the Calgary Flames. I was wondering if you were going to renew your season tickets this year?"

• Speak clearly and loudly enough to be heard (but not so loudly as to be rude).

• Eliminate background noise. Try to make calls from a quiet room where there will be no interruptions. When using a cellphone, try to do so from a location where the reception is good and interference is minimal.

• Be prepared to take messages and remember to deliver them too! Keep a pen and some paper near the phone.

• Focus on the telephone conversation; do not let distractions (like other calls) interfere with clear communication.

• Always speak in a professional manner and avoid eating while on the phone.
  

• Control the tone of your voice. As with our writing, we need to be sure the tone suits the message.
  

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