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EARFUL: Be to the point when you talk over the phone.

– Alexander Graham Bell

You can contact a person several times for further discussion or clarification, whenever necessary. In the one-to-one style of communication the attention of the participants is focussed. There is no embarrassment that may hinder a personal meeting between persons whose relations are bitter. If the occasion warrants, it is not difficult to pass an unpleasant message, because you do not have to face the other person.

But how many of us have tried to study whether we use it effectively? Are there any means of improving our style of telephone communication? This has to be considered seriously by people who interact with others professionally. Even for maintaining good personal or social relationships you should follow the norms of telephone etiquette.

Remember that wrong handling of the telephone can quickly generate a damaging impression. An institution desirous of maintaining a fine public image should note that the first impression about its efficiency is often made from the way the telephone is answered. If the faceless voice is an indifferent voice as well, the impression is likely to be negative.

Look at the following conversation.

Ring … Ring … Ring … Ring

“Hello”

“Hello”

“Hello, who is speaking?”

“Hello, may I know who is on the line?”

“I am Raja. Tell me who this is.”

“I am Sethu”

“Sorry, I don’t remember the name.”

“I am from Crystal Software.”

“Where is it?”

“In Chennai.”

“That is right. What can I do for you?”

“Should like to propose a franchise allotment.”

This conversation has wasted time and effort that could have been avoided, had it been as shown below.

Ring … Ring … Ring … Ring

“Raja”

“Good morning to you, Mr. Raja. I am Sethu from Crystal software, Chennai. Should like to propose a franchise allotment.”

Economy in the use of phone time becomes significant with people who have to interact over the phone several times every day. Many people believe that they should say “Hello” for answering the telephone. From the caller’s point of view, it is just a sound that confirms that someone has taken the handset at the destination; it does not on many occasions tell you who has answered the call. It would be much better if the person who lifts the handset from the cradle gives out his name straightaway.

If the name is not relevant as in the case of a PBX in a company, you may mention your phone number to provide confirmation to the caller that he has reached the right destination. The moment the called person discloses his/her identity, the caller should do the same for starting an effective conversation.

Many of us often forget that the telephone is an instrument meant primarily to convey a message; it is not fair to keep a phone engaged for long durations at a stretch. You can imagine your frustration when you try to convey an urgent message, but continue to get the busy tone on the line for a long time. You should, therefore, make it a point to end the conversation as quickly as possible, since there could be someone eagerly trying to reach your number.

Before dialling, make sure that you know the correct number to be dialled. If you are not good at remembering numbers, it is wise to keep a short personal directory containing the numbers you frequently dial. Reaching wrong numbers owing to indifferent dialling causes avoidable embarrassment to both the persons involved. You have to be sure why you are calling someone. Make a list of the various points at least in your mind before you dial. You may also decide beforehand what you should tell and what you should not.

If it is an official call, make sure you have all relevant information that may be sought from the other end. The points should be written logically and kept before you, and reference material for supporting information kept ready.

When you speak to a person in his office, make the conversation as brief as possible. It is unfair to call officers over phone, when they sit late after office hours for finishing their work. It would be wise to call well before the close of office hours, so that what you ask can be taken up by the officials the same day.

A request over the phone may not be carried forward to the next day, unless the official concerned systematically keeps a “to be done” file.

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