Telephone etiquette. Rules for conducting a telephone conversation

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. Since during a telephone conversation one of the three channels that allow people to communicate is activated (these include "sign language", intonation and words), 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.
• The voice of the interlocutor conveys the emotional coloring of the message. 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

• Smiling during telephone conversations 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 transfer to a client or employee of another organization using phone call in such a performance, it is his 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 say hello to 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 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 respond quickly 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?

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 their core, mobile bans are elementary rules of courtesy that require a respectful attitude towards 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 can be made from 9:00 to 20:00, while business conversations must be conducted in working time– 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.
Cell 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 on time. important conversation or meetings. 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 itself 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 keeps us almost constantly within reach of a 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 needlessly 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 phone etiquette business phone etiquette

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.

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 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 private call during business hours, a slightly formal introduction will set the tone for the general conversation, meaning you will let the person know that it's okay to have small talk on 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!

At business conversation it is always necessary to make such an impression that they see a professional in you. And this should be done in the first minutes of the conversation. The image and success of the company depends largely on how communicative employees are and how well they know how to talk with potential clients and partners. To be effective, any employee should know some rules of communication.

What are the rules for talking on the phone?

First, you should carefully monitor your intonation. Since during the conversation the interlocutor may not see you, this does not exclude the factor that he cannot hear you. So try to be kind. And this will contribute to a smile and good mood throughout the conversation. Rules on the phone imply complete control of your emotions.

Secondly, during a conversation, you should control your posture. If you lounge in a chair during a conversation, then this can ruin your reputation. If you stand all the time during the conversation, then the speech will take on assertiveness and energy, and this contributes primarily to the fact that it becomes too hasty. It is necessary to adapt to a certain pace of conversation.

Thirdly, you need to properly greet. Greeting is one of the most important elements that make up the rules of communication. In this case, there are subtleties and nuances. For example, instead of "Hello" it's better to say "Good afternoon". This expression is much easier to pronounce. And yes, it is much easier to understand. Answering calls with the words “hello” and “yes” is in no case impossible. First of all, you should provide information about the company, and then about your position.

It is always important to present yourself correctly. First, the caller introduces himself. You can not give the name and position only when the right person is not in place. In the event that you dial someone's phone number, then after you introduce yourself, find out about the availability of time. Only then should you talk about the purpose of the call.

The rules of communication also imply that you should not keep waiting. The maximum time it takes to pick up the phone is about six rings. After that, you can stop calling. It is necessary to answer approximately after the third beep. This will save the caller time. But you should not rush to the phone, otherwise they will think that you are messing around at work.

Do not forget that the duration of calls should be approximately five minutes. The rules of communication do not provide for lyrical digressions. Besides, it takes too much working time. You should not be silent for a long time, as pauses in a business conversation are not needed. All they do is annoy. And if you were silent for about a minute, this will be a significant disadvantage for your reputation.

In addition, you need to prepare in advance for a business call. Do not make unnecessary calls to anyone just to clarify the information you are interested in. All questions and details should be discussed immediately during the first conversation. To avoid this problem, you can make a special list of questions. It is always worth answering the questions in detail. Short answers will not be able to maintain your reputation at the proper level and will not show your competence in the issue under discussion.

The golden rules of communication were invented just for such cases. If you follow them, then your rating will be responsible employee will be high.