What are the etiquettes in a business telephone conversation? Business etiquette: how to talk on the phone correctly

When communicating on the phone, we do not have a visual picture. It is folded by other means. It is very important not what we say, but how we say it.

Phone calls, like business, have their time. As a rule, from eight in the morning to 10 in the evening. Weekends are taboo for business calls. The rules of telephone etiquette also stipulate that the person who started the conversation ends the conversation. And if the connection is lost, then the one who called the subscriber for the first time calls back.

We make sure to answer all phone calls. If you received a call on a phone that has an identifier, then the person is not obligated to call you back a second time. It is believed that you will see his number and will definitely call him back, even if this number is unfamiliar to you. Even if the person made a mistake, you should definitely call him and tell him about it.

With a stranger we speak exclusively on “you,” reports a correspondent for the television company. Even if it seemed to you that a child answered the phone, it is better not to risk it. The voice is often deceiving. Be sure to introduce yourself. In addition, it is better to avoid addresses such as “woman”, “man”, “young man”. Use impersonal forms, for example, “be kind,” “tell me, please,” and so on.

Olga Belmach, STV TV presenter:
Typically, a telephone conversation begins as standard. The most classic form is “Hello!” or “Hello!” “Yes” is considered a very short form, “Listen” is too vain, “At the wire” is somehow playful, frivolous, because you never know who is calling you at the moment. And as for “At the telephone”, it is considered an obsolete form.

Telephone calls are usually divided into personal and business. Answering the latter is mandatory in any case. Preferably within the first three signals. If you call yourself, then it is not customary to wait for a call longer than six rings.

Olga Belmach, STV TV presenter:
A business conversation should last no more than five minutes. If you know that your conversation will be long, then first you should ask the person if he has time and if he can give you, for example, 20 or 30 minutes.
For personal professional matters, you cannot call your home phone. If your colleague's spouse or husband answers the phone, you should definitely introduce yourself and maybe even state the purpose of your call.
Under no circumstances should you be interested in who is asking the person if you are going to say that he is not at home at the moment.

If a person is asked to answer the phone and cannot answer right away, there is no need to explain a specific reason, the TV company correspondent reports. Just let him know when he can be contacted.

As for communicating on mobile phones, etiquette dictates many rules here too.

Olga Belmach, STV TV presenter:
Just 10 years ago, many of us did not even know about the existence of a mobile phone, and today most of us cannot imagine our lives without it. And even over these 10 years, etiquette has managed to impose a ban on many things when talking on a mobile phone.
The main rule will be related to the safety rule. Mobile phones should not be used on airplanes or in medical facilities.
Common sense tells us that we should not use mobile phones in theaters, cinemas, concerts, exhibitions and museums. In addition, you cannot use mobile phones in public transport, in shops, cafes, restaurants and many public places.
In order to figure out where you still can’t use them, you need to remember about the “three-meter rule”: if you have three meters to the nearest person, then only in this case can you afford to talk on a mobile phone. And then, very short and, of course, quiet.

In a restaurant or cafe, mobile phones should not be placed on the table. Put them in your purse or pocket.

The etiquette for ringtones is also very strict. They should not be loud and vulgar, reports the correspondent of the television company. It’s not nice to type SMS while communicating with a real interlocutor. But the rules of good manners allow you not to follow the rules of punctuation in short telephone messages.

Olga Belmach, STV TV presenter:
Another very important rule is to never ask for someone else’s phone number. Even if this person has absolutely free calls.
And, of course, you can’t answer calls from someone else’s phone.
If you don’t remember or don’t understand something, then talk on your mobile phone the way you would like to be talked to.

In the modern world, we regularly make a huge number of phone calls - for negotiations on work issues, communication with relatives, friends and acquaintances. Sometimes during the day our phone simply does not stop ringing. However, few people in our chaotic times think about how politely and correctly they organize their phone etiquette. Telephone etiquette is as integral a part of culture as good manners in real life.

A carelessly dropped word or an inappropriately inserted phrase can in an instant ruin the entire positive impression previously made on the interlocutor. In order to avoid serious mistakes, it is very important to monitor your speech and follow the basic telephone etiquette rules.

Let's start with the fact that any conversation of a business nature should not be lengthy. Remember that we are all busy people, and no one can waste precious minutes talking on the phone with someone during business hours. If the issue is too important and serious to resolve quickly, put it aside and continue the conversation in person. Try not to take more than five minutes from your partner. Otherwise, it will be ugly on your part.

Telephone etiquette also determines the maximum possible wait on the line. If the subscriber is in no hurry to pick up the phone, you should not call for too long. Count six beeps and disconnect. This will prevent you from seeming too pushy or even intrusive in some way.

Do not forget about politely greeting your invisible interlocutor. And instead of the banal “Hello!” It would be better to say “Good afternoon!” Be sure to ask who you are talking to. If the person you want answers the phone is not the one you want, ask if the person you want is available to speak at the moment. Do not insist under any circumstances if the answer is negative. It’s better to ask when it would be most convenient to reschedule the conversation.

Telephone etiquette states that in the event of a communication breakdown, it is the participant in the communication who originally initiated the call that must call back. Therefore, if this conversation is important, first of all, to you, then do not expect the other person to call you back first.

Anything can happen. For example, you mixed up the subscriber's phone number. What to do in such a situation? What does telephone etiquette advise us this time? If you realize that you are clearly in the wrong place, ask the person for forgiveness for disturbing you and next time dial the number more carefully. Be sure to ask if you have definitely made a mistake now. If it is your interlocutor who calls you and realizes that he dialed the number incorrectly, you should not say the following phrases: “Who are you?”, “Where are you calling?” and “What number are you dialing?” Just politely and tactfully inform the person that the required subscriber is not available at this number.

If the call is initiated by you, be sure to think through the scenario for the upcoming conversation in advance. Telephone etiquette advises preparing an approximate set of phrases and sentences that can be spoken in this case. After all, awkward pauses and silence on the phone will be very impolite towards the interlocutor. Also, just in case, put paper and a pen near you, so that if necessary, you can immediately write down some data, and not force the interlocutor to wait on the line while you look for everything you need.

If you want to practice good phone etiquette, never call someone at home with work-related questions. This is considered the height of bad taste. Give him the opportunity to forget about business, at least in his free time from everyday work. There are special numbers for all working moments. Only if the interlocutor himself offers to call him on his home phone in an emergency, you can do this without fear of seeming impolite.

During a business conversation, it is always necessary to make such an impression that you are seen as a professional. And this should be done in the first minutes of the conversation. The image and success of a company largely depend 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 communicating on the phone?

First, you should carefully monitor your intonation. Since the interlocutor may not see you during a conversation, this does not exclude the possibility that he cannot hear you. Therefore, try to speak kindly. And this will be facilitated by a smile and a good mood throughout the conversation. The rules on the phone imply complete control of your emotions.

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

Thirdly, you need to greet correctly. Greeting is one of the most important elements included in the rules of communication. This matter has its own subtleties and nuances. For example, instead of “Hello,” it is better to say “Good afternoon.” This expression is much easier to pronounce. And it is much easier to perceive. Under no circumstances should you answer calls with “hello” and “yes”. First of all, you should provide information about the company, and then about your position.

It is always necessary to introduce yourself correctly. First, the person calling introduces himself. You can not give a name and position only when the right person is not there. In the event that you are dialing someone's phone number, then after introducing yourself, find out about the availability of time. Only then should you talk about the purpose of the call.

The rules of communication also mean that you should not keep people waiting. The maximum time it takes to pick up the phone is approximately six rings. After that you can stop calling. You must answer after about the third ring. This will save the caller time. But you shouldn’t rush to the phone, otherwise they will think that you’re slacking off at work.

Don’t forget that calls should last approximately five minutes. The rules of communication do not provide for lyrical digressions. In addition, it takes up too much working time. You should not remain silent for a long time, since pauses are not needed in a business conversation. All they do is make you nervous. And if you were silent for about a minute, this will be a significant disadvantage for your reputation.

In addition, you need to prepare for a business call in advance. You should 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 create a special list with questions. It is always worth answering the questions asked in detail. Short answers will not 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, your rating as a responsible employee will be high.

According to experts, today over 50% of all business issues are resolved over the phone. This is the fastest way of communication, which allows you to establish contacts, arrange a meeting, business conversation, negotiations, without resorting to direct communication. But the way your voice sounds and the way you communicate on the phone largely determines the reputation of the company and the success of its business operations. Therefore, the ability to speak correctly and correctly on the phone is now becoming an integral part of the company’s image policy.

The culture of business communication requires knowledge of: general rules of telephone conversation and basic rules telephone business etiquette.

General rules for telephone conversations:

1. Pick up the phone before the fourth ring: the first impression of you or your company is formed by how long you have to wait for an answer;

2. When talking on the phone, you should leave all extraneous conversations for a while. Your interlocutor has every right to attention to himself;

3. During a telephone conversation, it is considered indecent to eat, drink, smoke, rustle with paper, or chew gum;

4. It is unacceptable to pick up the phone and answer: “Just a minute” and force the caller to wait while you deal with your business. This is only possible as a last resort and only within one minute. If you are very busy at the moment and cannot talk, it is better to apologize and offer to call back;

5. Always call back when your call is expected;

6. If you “got to the wrong place,” you should not find out: “What is your number?” You can clarify: “Is this number so-and-so...?”, upon hearing a negative answer, apologize and hang up;

7. Calling home is an invasion of privacy, so always ask if it is a convenient time for you to call: “Do you have time to talk to me?”, “Are you very busy right now?” etc. If the answer is yes, you can talk for your own pleasure, but when you hear the first signs of a desire to end the conversation, you should politely say goodbye. During the service, telephone conversation time is also limited;

8. Talking on the phone should be extremely polite. It is unacceptable to shout and get irritated during a telephone conversation; this is a gross violation of the ethics of interpersonal and business communication. In response to the insult they hang up. Swearing over the phone is illegal;

9. A telephone conversation should be polite, but immediately ended if a guest comes to your home or a visitor to your office. You should apologize and, briefly stating the reason, arrange a call. At home you can say: “Excuse me, I have guests, I will call you back tomorrow evening (morning)”; at work: “Sorry, I have a visitor, I’ll call you back in about an hour.” Be sure to keep your promise.

10. If during a conversation the connection is lost, you should hang up; The person who called dials the number again. If a company representative was talking to a customer or client, then he must dial the number;

11. The initiative to end a telephone conversation belongs to the person who called. The exception is a conversation with elders in age or social status;

12. Nothing can replace warm words of gratitude and farewell at the end of any conversation or conversation. It should be remembered that the farewell words should contain the possibility of future contact: “Let's call next Tuesday,” “see you tomorrow,” etc.

Basic rules business telephone etiquette:

It must be remembered that a business telephone conversation should not exceed four minutes.

You need to call

1. The rules of etiquette require, after hearing the subscriber’s answer:

Greeting and introducing yourself during a conversation with a stranger is a mutual and mandatory procedure.

The main rule of business protocol is that a telephone conversation must be personalized. If the caller has not introduced himself, you should politely ask: “Excuse me, who am I talking to?”, “May I know who am I talking to?” and so on.

2. If the call goes through a secretary and you are not known where you are calling, the secretary has the right to ask about the reason for the call.

3. Regardless of the circumstances, try to smile, otherwise you will not be able to win over your interlocutor.

4. Always keep a notepad and pen handy for necessary notes.

5. When preparing for a telephone conversation, make a list of issues that need to be discussed. Calling again to apologize that you missed something leaves a bad impression and should only be done as a last resort.

6. If you were unable to find the person you needed, ask when it would be more convenient to call back.

7. Plan your message in advance if you know the information will be transmitted through a third party or through an answering machine.

8. If you are leaving a message on an answering machine, after the greeting and introduction, state the date and time of the call, followed by a brief message and goodbye words.

When they call you

According to the rules of etiquette, after picking up the phone, you need to:

1. If they want to talk not with you, but with someone else: “Just a minute, I’ll pass the phone now”; the one who is called to the phone must thank: “Thank you,” “Thank you, I’ll be right there.”

2. If the required person is not in place at that moment, then the person who approaches clarifies that this person is absent. Such responses should include a request to call back after a certain time: “Could you call back in an hour,” etc.

3. If the phone rings and you are talking on another phone at the same time, you should pick up the phone, apologize, end the first conversation if possible, hang up, then start a conversation with the second interlocutor or apologize and ask to call back after a certain time. It is unacceptable to make a caller wait for more than one minute.

4. It is better to refrain from answering calls if you are having a business meeting or meeting. The priority always belongs to the living voice.

5. If you receive a call about an important matter when there are people in the office, it is better to answer the call from the next room or, if this is not possible, ask to call back after a certain time, or reduce the conversation to a minimum.

In modern business communication culture, special attention is paid to telephone conversations. A few axioms of telephone communication, especially if you are calling for the first time.

The art of talking on a mobile phone.

Mobile phones have become an integral part of our lives. Probably, the necessity and advantages of this means of communication are indisputable, and mobile communications should be accepted as a fruit of civilization.

Therefore, we can formulate some General rules of etiquette when using a cell phone.

Study its characteristics and functions, in other words, read the manual.

Remember when to turn off your phone or set it to vibrate.

Switched off: meetings, cinema, sports games, worship, seminars, communication with the client.

In vibration mode: in public places where you can answer a call without disturbing others.

If there are people around you but you need to talk, don't shout. A cell phone is actually more sensitive to sound and voice than a regular phone. You can even speak a little lower than usual, and your caller will hear you (and not other people in the room).

Avoid talking on the phone at a restaurant table. If you need to answer a call, ask the caller to wait a minute, excuse yourself, leave the table and talk at pay phones in a restaurant or on the street.

Avoid conversations where you might distract people's attention.

Avoid talking about personal topics where you can be heard. Be aware of who is around you. Don't go through your dirty laundry in public.

Reduce the ringer volume.

If you do do something wrong, it is better to avoid unnecessary excuses. Saying, “Sorry, I forgot to turn it off,” is just as bad as leaving the phone ringing.

Be brief. If you receive a call and you are not alone, 30 seconds is the maximum.

If you receive a call in a public place or at a private meeting, it is threefold unpleasant: 1) it puts you in a bad light, and you appear impolite and look stupid; 2) it confuses everyone; 3) you put the caller in an awkward position by letting him know that “you are in a meeting” (big deal!), and he pesters with chatter.

Reality shows: by answering the phone during a meeting, you are thereby telling your future client or customer: “I do not value you and my time spent with you. You are not as important as the person who might call.”

But keep in mind: there are situations when you must answer the phone– sick child, anticipation of a big deal, important message.

According to the rules of etiquette, before a meeting you should definitely warn those present that you are expecting an important call and get permission.