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 a 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. Rules telephone etiquette do not allow 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 for a business conversation is the addition of a greeting to 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. It will create a good impression of the organization, emphasize its status and give solidity. It is always a pleasure to do business with educated people. 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 a 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!

business information

Promotion of goods and services

Personnel Management

How right...?

Business Etiquette

• Business Etiquette
• Positions of interlocutors at the negotiating table

Business communications

municipalities

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%). On the phone, we also convey the meaning of our message to the interlocutor using several channels, only in 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'm yours 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 a 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?

talking on the phone, business people tend to be concise and not deviate from the 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 the right person to the phone;

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 making a 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 sure that your letters, faxes and Email"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.

Communication on the phone is a conversation between two blind people who, by voice, build an image of the interlocutor in their head. Who is calling? Who is calling? Is it possible for your interlocutor to talk? What if you pulled a person out of the shower? What do you think the director's reaction to such a call would be.

The main thing at the beginning of a conversation is to create a trusting relationship, and then conduct a conversation in accordance with the purpose for which you are calling. To do this, follow following rules telephone communication.

Rule 1: PLAN YOUR NEGOTIATIONS

Before starting a conversation, think carefully about:

• convenient time for the call and its duration;
• clearly define the purpose of your call;
• make a plan for the conversation.

Consider answers to the following questions:

• What are you going to tell about yourself and the company you work for?
• What questions are you going to ask the interlocutor to find out his needs and create the necessary motivation for a further meeting?
• What objections might there be, and what are your possible answers?
• How are you going to end the conversation and set up a meeting?

Rule 2. PICK UP ON THE 3RD SIGNAL (in the event that you are called).

Telephone business etiquette normalizes communication with a client. By observing business etiquette, the client judges corporate culture companies. Pick up the phone on the 3rd call: on the first call - put things off, on the second - tune in, on the third - smile and pick up the phone. If you do not pick up the phone for too long, this indicates a low corporate culture of the company.

Don't fuss. A lot of people immediately pick up the phone. Any person needs at least a few seconds to concentrate and tune in to a conversation.

Rule 3. WHEN TALKING ON THE PHONE, BE SURE TO SMILE.

Remember, when you smile, your voice becomes more pleasant. So smile more often. Some telephone pros place a mirror in front of them so they can see their facial expressions while they are talking. All this allows you to control the presence of a smile on your face.

Rule 4. GREET THE SPEAKER.

Greet the interlocutor as kindly and energetically as possible. Think of several ways to say hello. Let you have different options for people of different genders and ages. It is better to start a conversation with a client with the words “Good afternoon (morning, evening)”. They are more lively and inviting than just "hello." Remember that on the other end of the wire, someone also wants to be respected, understood and, perhaps, helped him at this moment ...

By the content of the first words and the sound of your voice, the client determines your professionalism, chooses the style of communication with you. Your voice is clothing, hair color, temperament and facial expression. Remember that during a telephone conversation you will not be able to accompany words with facial expressions and gestures. Here, first of all, the sound of your voice is important, the ability to correctly express your thoughts and, of course, as an indispensable condition, respect for the interlocutor.

Rule 6. CALL YOURSELF BY NAME.

State your first and last name clearly. Then name the company you represent. ("My name is ... The Three Whales Company"). Here are options that can be called extremely harmful and unsuccessful: “Guess who is calling you”, “Don't you recognize me?”. These questions create psychological discomfort for the other person. Put yourself in the client's shoes and you will feel annoyed. Do not be surprised if the client resists your offers after such a greeting. An unsuccessful idea can be attributed to the turnover "You are worried about ...". After this phrase, the person on the other end of the wire begins to worry. Try not to think about the lame monkey. Is it possible? The “not” particle is erased, and the second part of the phrase is perceived. You also become the culprit of this "anxiety".

Rule 7. LEARN THE NAME OF THE SPEAKER.

To do this, use the phrase "My name is ... Sorryand how can I contact you. But do not rush to recognize the name of the client. It is better to do this after the buyer adapts to the situation. In the future, when communicating, periodically call the client by name. To pronounce a name means to show respect for a person. You should not pronounce it in a tongue twister, it is better with feeling and at the same pace as the conversation is going on. If the client has an unusual or interesting name, comment on it with a bias in good side(Tell the person they have an interesting name, most people will like it.)

The following options can be called unsuccessful: “Who am I talking to?”, “Who is this?”, “Who is at the device?”. And do not try to guess: “Is this Ira? Not? Tatyana Lvovna? Not? And who then? Or even worse: “Where did I go?”. To which there is a standard response, said in an annoyed voice: “Where are you calling?”.

You can come up with many different options, such as "Can I talk to Alexander Sergeevich?".
If you've forgotten the name of the last person you spoke to, it's best to ask, "Could you remind me of your name?"

Rule 8. FIND OUT: CAN YOU TALK TO.

It is very important! It is possible that at this very moment your client is busy with a responsible and important business for him. Or your conversation at the moment is inappropriate for some other reason. Use the phrase "Are you (or better to call the interlocutor by name) convenient to talk now?". Remember, if you break this rule, you can lose a client forever. Your transaction failed. Call the right customers at the right time with the right offers. Business calls are best made at the beginning or end of the working day.

Speak the first phrases slowly, calmly and clearly, do not pour a waterfall of information on the interlocutor - give him time to tune in to the conversation. Highlight especially significant words with your voice, change intonation. Use short messages: i.e. one sentence, one thought. Your voice, if possible, should be deep and “velvet”, however, observe the measure, do not overact. You can also adjust to the volume, rhythm, and tempo of the client's speech. The interlocutor will be pleased with this correspondence. The sound of your voice is determined by your posture, facial expression, posture. Tune in to the conversation – literally and figuratively. Speech is not just the movement of lips and tongue. The organs involved are the lungs, diaphragm, larynx, vocal cords, mouth, tongue and lips. Of course, a cigarette in the mouth, chewing gum, lollipop, coffee during a conversation, noise in the room, music - destroy the rapport of telephone conversations.

Rule 10. FOLLOW THE PLAN.

You have a purpose for the conversation and a prepared plan. Do not try to solve all problems at once over the phone. Especially avoid talking about the price of your products, money matters are best resolved at a meeting. Prepare necessary materials, handle, Blank sheet paper. Be specific and talk about the main thing. Listen carefully to the interlocutor. Ask the client questions, directing the conversation in the direction you want. Remember your the main objective- arrange a meeting when you can discuss the details and sign the contract. To do this, you must create good motivation at the client.

Rule 11: USE ACTIVE LISTENING TECHNIQUES

They demonstrate your interest and involvement. “So…”, “Understood…”, etc. Control the conversation time. Don't let the client get sidetracked. Answer most questions with questions and lead the other person to the meeting.

Rule 12. MAKE AN APPOINTMENT.

When arranging a meeting, make sure that your interlocutor understands you correctly and writes down the day and hour of the meeting. Ask the interlocutor whether it is convenient for you to call him back the day before to make sure that the meeting will take place? All of these activities are useful so that your client can plan their time and adequately prepare for the meeting. When inviting the interlocutor to your office, name the exact address and tell in detail how you can get to you. Use the standard phrase: " Do you have a pencil handy, please write down how it would be most convenient for you to get to us"

Rule 13. THANK YOU FOR THE CALL.

The telephone has long been an integral part of people's lives. Every person receives and makes calls every day. There are personal conversations that take place between relatives and friends. There are business negotiations that relate to the working area. Regardless of the topic and rank of the interlocutor, during the conversation, you must follow the rules of telephone etiquette.

Why are telephone etiquette necessary?

The rules of etiquette when communicating on the phone have been formed over the years. They are based on test results, psychological research data, and analysis of telephone conversations. With the advent of mobile devices and their mass use, etiquette was supplemented with new items. According to statistics, about 70% business communication takes place over the phone, so knowing the rules of telephone etiquette is one of the components successful business. Observance of etiquette, polite and correct communication, neutral intonation will help to cope with a dissatisfied client, an annoyed partner and maintain control over the conversation in the most critical situation.

Greetings

After connecting two subscribers, the first thing people do is say hello. In personal communication, they are content with an informal form, but generally accepted phrases are used in business etiquette. Using "Hello" as a greeting is not recommended because it is a difficult word to pronounce and does not carry a positive message. Depending on the time of day they say: "Good morning", "Good afternoon", "Good evening". From the point of view of psychology, a friendly and competent greeting allows a person to feel comfortable and sets him on a positive wave.

Mobile bans

Mobile phone etiquette is much more extensive than the rules for landline phones. This is due to the fact that mobile devices accompany people everywhere: in transport, cafes, restaurants, theaters, churches, hospitals and other public places. Part of the rules of mobile etiquette relates to the functions of a cellular phone: using silent mode and speakerphone, taking photos and videos, choosing a ringtone, etc. At its core, mobile bans are elementary rules of courtesy that involve respectful attitude to the people around.

Public place

In a public place, when you are surrounded by a lot of strangers, it is better to stop talking on a mobile phone altogether. If you receive a call while you are in public transport, answer the call and say you'll call back later. It is imperative to answer so as not to annoy fellow travelers with a ringtone. If you are in a room surrounded by people, after receiving a call, you should immediately leave the room and talk outside of it. When there is no way to go out, telephone etiquette recommends secluded and talking in an undertone so as not to disturb others. If the call caught you at that moment, you can’t talk for a year, answer it and tell the interlocutor that you will call him back later.

Silent mode and turn off the phone

Mobile phone is with a person 24 hours a day and provides him with many amenities, but at the same time he should not interfere with others. Rules of etiquette cellular communication call to reduce the volume of the call in public places, and where required, turn on the silent mode or turn off the phone. So, observing mobile etiquette and elementary rules of decency, in a theater, museum, library, cinema, at a concert, you need to activate the vibration signal or turn off the phone altogether.

While in a meeting or negotiations, you should turn on the silent mode on your mobile phone. If you expect an important call during a meeting, let everyone know ahead of time. When the call comes in, excuse yourself and go out into the corridor to talk. Mobile etiquette requires the use of silent button operation in public places so that beeps do not annoy people nearby.

SMS

According to the rules of mobile etiquette, you can send SMS at any time. It is believed that the user of the phone must take care that he is not disturbed by the sound of SMS - turn on the silent mode or turn off the cell phone.

Alien phone

With regard to someone else's phone and the information in it, it is in tune with the rules of decency - you can not read the text of SMS messages and view the call log. You can not use someone else's phone without the permission of the owner - to make or receive calls. It is not allowed to give someone else's cell phone number without asking permission from its owner.

Photo video from phone

You can take photos and make videos with your phone in permitted places, but according to mobile etiquette, you can’t take pictures of people without their consent.

Restaurants, cafes

It is not decent to put the phone on the table in a restaurant or cafe - only cutlery should be there. According to the rules of telephone etiquette, you can not talk on a cell phone while sitting at a table. If the call is urgent, you need to go to the lobby to talk.

Automobile

When driving a car, you can only talk on a cellular phone using a hands-free headset. Picking up the phone while driving is strictly prohibited - this can not only create an emergency, but also cause death.

Churches and temples

Observing mobile etiquette and rules of conduct, you need to turn off the phone before entering the church. There can be no question of, , talking on a cell phone. If you need to make an urgent call, go outside.

Ringtones

According to the rules of mobile etiquette, ringtones containing obscene language and offensive language cannot be used for phone calls.

Don't do other things

Try not to talk on the phone where it is inconvenient for you - it is best to accept the call and reschedule the conversation for another time. Observe the rules of etiquette and do not engage in extraneous activities while talking on the phone. Extraneous sounds are clearly audible during a conversation and create a bad impression about a person.

Do not chew

Observe mobile etiquette - do not combine talking and eating. Such behavior is always perceived as a careless attitude to the topic of conversation and disrespect for the interlocutor.

Do not place the handset on the table during a call

If during a telephone conversation you need to interrupt it in order to resolve some issue, do not put the phone down on the table. Based on the basic rules of etiquette, you should end the conversation, and, , agree on a second call, indicating its time. This will save the interlocutor from having to listen to extraneous conversations and protect your information from leakage. Since you interrupted the conversation, it is up to you to call back. If you have to take a break a short time- according to etiquette, no more than two minutes - you can use the "hold" function.

Don't switch to parallel calls

Despite the fact that mobile phones provide owners with many convenient features, telephone etiquette considers it indecent to interrupt a conversation in order to switch to a second line. With this action, you will not only make the interlocutor wait, but also show disrespect to him, showing preference for the other person.

Do not turn on speakerphone without warning

According to the rules of telephone etiquette, you can not turn on the speakerphone without warning the interlocutor about it. Ignoring this rule is a sign of bad manners and disrespectful attitude towards the interlocutor.

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

The time spent talking on the phone often exceeds personal communication. Whether you're having business conversations or just chatting, practice etiquette.

There are generally accepted rules governing telephone communication:

1. If the call is interrupted, the person who initiated the call calls back.
2. You must answer the call after the third ring.
3. The number of rings during a call should not exceed five.
4. If your call is not answered, you should call back no earlier than 2 hours later.
5. The first person to hang up is the one who called.

Talk time

There are time limits that determine from what time and until what time you can call according to etiquette. Personal calls are allowed to be made from 9:00 to 20:00, while business conversations must be conducted during working hours - from 9:00 to 18:00. When picking up the phone, do not forget about the time difference.

Preparing for a conversation

It is necessary to prepare in advance for important telephone conversations, carefully considering the upcoming dialogue. You should make a plan for the conversation, prepare information that you may need, prepare a pen and a notebook for notes. You need to be prepared for counter questions on the phone, so as not to be silent in confusion.

When you call, ask if the interlocutor will be able to devote time to you. If you have a long conversation, check how much time he has. If necessary, ask to reschedule the call. When talking on the phone, you can not be silent for a long time. After all, unlike normal conversation, you cannot nod and smile. Therefore, you need to respond to the words of the interlocutor, to agree, to clarify something, showing your interest.

Telephone conversations
because so casual and friendly,
that the interlocutors do not see each other.
/ Leopold Novak /

“Hello, where did I go?

We talk a lot on the phone. It doesn't matter if the bulk of the conversations are about business or family matters, there is also a code of conduct to follow. Let's start with the fact that if you are at the very peak of emotions, do not pick up the phone to make a call. Your aggression may be unjustified, you need to calm down and understand the situation. Your overflowing positive emotions may also be out of place for the interlocutor, who may either be busy with an important matter or experience some kind of trouble.

The telephone is, of course, for the most part a means of communication between two people, but as a rule, only movie spies succeed in talking on confidential topics using this means of communication. Whenever you speak, someone else is sure to hear you, even if by accident, so if you urgently need to report something “not for common ears”, try to find the most remote place. As practice shows, being in a foreign country you should also not rant in your native language, especially when discussing your personal life. In the era of world travel, you are not immune from the fact that the person next to you is not your compatriot, who listens with pleasure to your conversation, or even is familiar with the subject of discussion.

There are acceptable and unacceptable times for phone calls. It is better to postpone calls that fall before half past seven in the morning and after half past ten in the evening. An exception is the situation when you know exactly the habits of the interlocutor and are sure that you will not wake up his household. By the way, calls to home or personal mobile number unacceptable in the absence of friendly personal relations. On holidays and weekends, you should try to refrain from orders and conversations on working theme, at this time you can call and congratulate those colleagues with whom you communicate most closely.

If the call came at a meeting, and you forgot or, because of its importance, did not turn off the phone, then you need to ask for forgiveness from your interlocutors and interrupt the call for the shortest possible time. If it is your subordinate or an employee who is equal in career ladder, explain that you are busy and set a specific time when you need to call back with a margin of ten to fifteen minutes, or promise to call back yourself, also with a specific time.

Business telephone conversations passing through the secretary is a separate topic for etiquette. The secretary is the face of the company, so he must be as correct as possible. If the caller needs to speak with superiors, you need to find out his name and the question on which he is calling. To avoid unpleasant situations, the secretary should not forget about the schedule of his superiors. If the telephone of the reception or the secretariat is set to a multi-line line, then when switching to the corresponding subscriber, it is necessary to check if he is in place before switching to a personal number. The answer about the absence of a subscriber should be as ethical as possible according to the formula “He is not at the site right now. What can I give him? (How can I help you? - in case you can really replace this person in his field) ”

Talking on a cell phone should not disturb the people around you. The ringer volume should be balanced so that people around you do not jump when someone calls. Talking loudly on the phone is a sign of poor parenting. Never shout into the phone if you can't hear well - take pity on the ears of your interlocutor and just ask him to speak louder in a normal voice.
Mobile phones should be turned off in public places such as theatres, at important events such as meetings or family reunions where family etiquette dictates, and on airplanes for safety reasons.

There are several generally accepted rules for telephone conversations:

• if the conversation is interrupted, then the one on whose initiative the conversation took place should call back;
• should be as brief and to the point as possible;
• you can not speak too loudly into the phone, avoiding at the same time too quiet speech;
• if you have the wrong number, you can not ask, or - it is better to ask again;
• if you call someone and your call is not answered, do not hang up until you hear 4-6 long beeps - it may take some time for your interlocutor to answer the phone;
• think at least a few times before calling at odd hours - too early in the morning or late in the evening. As a rule, you should not call before 8 am and after 11 pm;
• you shouldn't call your partner's home number that you know about, unless he gave you the number and told you to call home. Business calls to home numbers on weekends and holidays should be avoided.

awkward situations

It often happens that a phone call caught you during an important conversation or meeting. In such cases, it is best to ask the interlocutor to leave his phone number and promise to call him back later. It's best to include a possible time for a call back (but don't forget to keep your promise).

If you have visitors, and you need to call, then you should ask them for forgiveness, and try to make the call as short as possible.

It happens that you are visiting and you need to call. This can be done only by first asking permission from the owners.

Going on a visit or on a business date, if necessary, you can leave your employees or relatives the telephone number of the place where you are going. True, it is necessary to ask the permission of the owners or their business partners in advance.

In this case, you should warn that you are waiting for a call. But it's best to avoid such situations.

If you have a cell phone

Achievements modern science and technology allows us to be almost constantly within reach phone call. A cellular or other radiotelephone has firmly entered the life of businessmen, financiers, journalists and people of many other professions. But at the same time, in no case should he interfere with others. Almost every such phone has the ability to adjust the volume and tone of the call so that it is almost inaudible to anyone but you.

When going to the theater, to a concert or to a museum, you should turn off the ringer or turn off the phone altogether. Ringing the phone in the theater is inappropriate and will not add to your credibility in the eyes of others.

But it also happens that you are waiting for a call and the cell phone signal caught you during a conversation, lunch with a business partner or negotiations. In this case, you should definitely apologize, and minimize the conversation itself. The same applies to the situation if you need to make an urgent call. If possible, it is better to step aside.

Cell phones are not cheap, talking on them is several times more expensive than on a regular phone. telephone line. Loud and unnecessarily prolonged conversation surrounded by many people will certainly not add authority to you in their eyes, on the contrary, it will leave them with the impression of an upstart who wants to splurge.

If you call a cell phone number, you should remember that your interlocutor may be on the road, driving a car, and by distracting him, you can endanger him. Therefore, be brief and postpone discussion of the details until another time.

Business etiquette in a telephone conversation - Business Etiquette telephone communication

Modern business life is unimaginable without a telephone. It is used to negotiate, give orders, make a request. Very often, the first step towards concluding a business contract is a telephone conversation.
A telephone conversation has one important advantage over a letter: it provides a continuous two-way exchange of information. But it is necessary to carefully prepare for a business telephone conversation. Poor preparation, inability to single out the main thing, concisely, succinctly and competently state one's thoughts leads to significant losses of working time (up to 20 - 30%).
The art of telephone conversations is to succinctly state everything that follows and get an answer. For example, a Japanese company will not keep an employee for a long time who does not solve a business issue over the phone in three minutes.
The basis for a successful business telephone conversation is competence, tact, goodwill, possession of conversation techniques, the desire to quickly and effectively solve a problem or provide assistance in solving it. It is important that the conversation be conducted in a calm, polite tone and call positive emotions. F. Bacon also noted that a benevolent tone is more important than the use of good words and placing them in the correct order. Thus, during a business telephone conversation, it is necessary to create an atmosphere of mutual trust.
The effectiveness of business telephone communication largely depends on emotional state person, from his mood. Skillful manifestation of expression is also essential. It testifies to the conviction of a person in what he says and his interest in solving the problems discussed. During a conversation, you need to be able to interest the interlocutor in your business. Here you will be helped by the correct use of methods of suggestion and persuasion. According to psychologists, tone, voice timbre, intonation can carry up to 40% of information. You just need to pay attention to such "little things" during a telephone conversation. Himself should try to speak evenly, restrain his emotions, not try to interrupt the interlocutor.
If your interlocutor shows a tendency to argue, expresses unfair reproaches in a sharp form, self-conceit sounds in his tone, then be patient and do not answer him in the same way. If possible, turn the conversation to a calm tone, partially admit that he is right, try to understand the motives of his behavior. Try to be brief and clear in your arguments. Your arguments must be correct in substance and correctly stated in form.
It must be remembered that the telephone aggravates speech defects. Fast or slow pronunciation of words makes it difficult to understand. Pay special attention to the pronunciation of numbers, proper names and consonants. If in a conversation there are names of cities, surnames or other proper names that are poorly perceived by ear, they must be pronounced in syllables or even spelled out.
The etiquette of a business telephone conversation has a number of replicas in stock to correct communication. For example:

How can you hear me?
Would you please repeat that?
Sorry, it's very hard to hear.
I'm sorry, I didn't hear what you said, etc.

Call by home phone a business partner for a business conversation can only be justified by a serious reason, no matter who you call: a boss or a subordinate. A well-mannered person will not call after 22:00 unless there is an urgent need for this, or prior consent to this call has been obtained.
As the analysis shows, in a telephone conversation 30-40% of the time is occupied by repetition of phrases, unnecessary pauses and extra words. Therefore, you need to carefully prepare for a telephone conversation: pick up all materials, documents in advance, have at hand the necessary phone numbers, addresses of organizations or the right people, a calendar, a pen and paper. Before you start dialing, you should accurately determine the purpose of the conversation and your tactics for conducting it. Make a plan of the conversation, write down the questions you want to solve or the information you want to get, think about the order in which the questions are asked. Clearly formulate them, eliminating the possibility of ambiguous interpretation. Try to predict the counterarguments of the interlocutor and your answers to him. If you are discussing several issues, then sequentially end the discussion of one and move on to the next.
Using standard phrases, try to separate one question from another. For example
So, are we in agreement on this issue?
May I consider that we have reached an agreement on this issue?
As I understand you, (in this matter) can we count on your support?
Conversation on each topic should end with a question that requires a clear answer.

When preparing for a business conversation on the phone, try to think through the following points:

What goal do you set for yourself in the upcoming telephone conversation;
- can you do without this conversation at all;
- whether the interlocutor is ready to discuss the proposed topic;
- Are you confident in the successful outcome of the conversation;
- what questions you should ask;
- what questions can the interlocutor ask you;
- what outcome of the negotiations will suit (or not suit) you;
- what methods of influence on the interlocutor you can use during the conversation;
How will you behave if your interlocutor
- resolutely object, switch to a raised tone;
- will not respond to your arguments;
- will show distrust of your words, information.