The Audit Experience AS/2

Performance SupportPhone Etiquette

Communicating with third parties and leaving voicemails are a part of our daily jobs. This
performance support provides simple, yet effective tips for ensuring that you use proper etiquette
and communicate in the most effective, efficient, and appropriate way possible when speaking on
the phone or leaving a message. Tips are provided for effective phone conversations and for
leaving voicemails.
This performance support will cover the following topics (click on a link to go to the topic).

TIPS FOR EFFECTIVE PHONE CONVERSATIONS

o

How should I prepare for the call?

How should I begin the conversation?

How do I make sure I cover what I want to on the call?

How do I end the call?

What are some tips to apply throughout the conversation?

TIPS FOR LEAVING VOICEMAIL

OTHER WAYS TO COMMUNICATE

TIPS FOR EFFECTIVE PHONE CONVERSATIONS

How should I prepare for the call?
Preparing for a call is very much like preparing for an entity meeting. You need to be prepared
before you pick up the phone to begin dialing. You need to know with whom you want to speak,
why you want to speak with them, and you need to be prepared to leave a message in case they
do not answer.
Since a phone conversation is much like having an entity meeting, refer to Performance Support
Entity Meetings for information on how to prepare for the conversation.
Some additional tips and reminders for preparation are:

Develop a set of questions and write them down.

Establish priorities for your questions in case time on the call is short.

Think about what time it is when you make the call. Try to call the person at a time that would be
appropriate for them to speak and when they will give you full attention. For example, calling someone to
discuss an important matter at the end of the day when he or she is walking out the door might not be the

2000-2012 Deloitte Global Services LimitedPartners in Learning

The Audit Experience AS/2

best time. You probably wont get the attention you are looking for. Trying to reach someone at 6:00 p.m.
when their offices close at 5:00 p.m. will probably not get you the results you are looking for.

Unless you need to refer to something that is on your computer, turn away from your computer so it does
not become a distraction.

In order to avoid distraction and noise, or if the matter you are discussing is one that should not be heard by
others, make calls from a private area.

Take a deep breath before you pick up the phone.

Smile before you begin speaking. When you smile, a positive tone comes through in your voice.

THE CONVERSATION
How should I begin the conversation?

Introduce yourself by stating your name and the company you are working for when the phone is answered.
If someone else answers the phone, introduce yourself before asking for the person you are requesting.
o

After identifying yourself, explain the reason for your call.

o

For example, say, Hello, this is Doug Barker calling from Deloitte. May I please speak with Ahmed
Haq?

For example: Hello, this is Pierre Creek from Deloitte. Im calling with regard to the confirmation I
sent you last month.

After identifying yourself, ask, "Do you have a few minutes?", or "Is this a good time to talk?"

How do I make sure I cover what I want to on the call?

Refer to Performance SupportEntity Meetings for elements of a good interview. The same
procedures should be followed when speaking with any third party in a professional
environment.
Below are a few additional tips to ensure that you accomplish the objectives of your call during
the conversation:

When you do not understand something that was said, prompt the person to continue or elaborate.

Paraphrase to confirm mutual understanding.

o

For example, So you will send me the information by next Friday. Be sure to get clarification. If I
understand you correctly, So you are saying that, or This is what I understand you are telling
me

Restate and summarize to clarify difficult points.

o

For example, So this difference was a result of an invoice that was paid.

2000-2012 Deloitte Global Services LimitedPartners in Learning

The Audit Experience AS/2

Build a rapport with the interviewee through active listening and attention. Saying yes, or I
understand, will help the person to continue what they are saying since they know you are following
along.

Pay attention to what you want to say and how you want to say it in order to accomplish the objectives of
the call.

How do I end the call?

Summarize any remaining to dos by you or the other party.

o

For example, I will fax that document to you now at the following number and you will fax your
reply back to me by Monday.

If the person needs to get back to you with something, make sure you state that prior to hanging up.
o

For example, I will wait to hear from you before we proceed.

Always get the best number and the best time to have a call returned to the caller, especially if a manager or
another team member must return the call.

End the call by thanking the person for their time.

When hanging up the phone, wait for the other person to hang up the phone first. This way, in case
something was forgotten during the call, this will give the other person a chance to catch you before
hanging up.

What are some tips to apply throughout the conversation?

Courtesy is expected when using the phone just as if you are talking in person.

Speak clearly, controlling speed, tone, and volume.

Always use a pleasant, congenial, and friendly tone.

Try not to interrupt the person while they are speaking, unless they are going off topic.

Make sure you pronounce your words clearly and precisely. You should not have to be asked to repeat
what you are saying.

Pay attention when you are talking on the phone. Give 100% of your attention so that you hear everything
that is said. Your focus should be on the person on the phone and the conversation. Allowing distractions
can result in important information being overlooked.

Do not answer the phone or make a phone call if you are chewing gum or eating. You should not be
drinking or eating during the conversation.

Before placing someone on hold, ask their permission first and thank them. After placing them on hold and
returning to the line, say, "Thank you for waiting, rather than "Okay, I'm back."

2000-2012 Deloitte Global Services LimitedPartners in Learning

The Audit Experience AS/2

TIPS FOR LEAVING VOICEMAIL
What are some tips for leaving voicemail?
While it is always better to speak personally to your contact, it is not always possible. That is why it is preferable to
leave more than just your name and number. This section of the performance support provides you with tips on how
to make your voicemails more effective.

Before making your call, write out the information you want to leave on the voicemail in case they do not
answer.

o You never know when you will reach someone or not, so get into the practice of
writing down all the information you want to cover in your voicemail. This will
ensure that you cover everything you want.

Always start and end voicemail with your name and contact information.

o This obviously depends on your relationship with the person but unless you are
sure they have it, leave your name (spelling it for them is never a bad idea) and
your contact information so they can reach you. It is a good idea to leave this
information in the beginning of your message in case you are cut off.
o If you are leaving voicemail for someone and the mailbox you are leaving the
message is not that persons voicemail, be sure to state whom you are sending the
message to (with a message for Diane Smith)
o Leave your name and contact information again at the end of the voicemail so that
the person does not have to listen to the message again in case they missed it the
first time. This will avoid the recipient having to replay your message repeatedly.

Be specific about the information you are asking for.

o Always state what your voicemail is about (about the outstanding items I need
to complete my testing of cash.)
o If the person can respond to your questions in a follow-up voicemail, this may
expedite things. The more specific you are, the easier it will be for the person to
respond. If you would rather discuss the reason for your call live, state the reason
for your call and specifically state that you would like to discuss this live.

Avoid leaving a message about too many topics.

2000-2012 Deloitte Global Services LimitedPartners in Learning

The Audit Experience AS/2

o You may have more luck leaving a couple of shorter voicemails rather than trying
to leave one long, complicated message. Alternatively, consider if it may be
better to send an email to the individual.

Speak with enough volume and speak slowly when leaving your message.

o You do not want the person to have to listen to it repeatedly to get your message.

Avoid fillers.

o Try to avoid "umms, or uhhs.

Be quick.

o You do not want to lose your audience, so rambling on is not a good idea. Keep it
short and to the point.

Unless absolutely necessary, dont leave repeat messages.

o Your second call is no more likely to be returned than your first. Keep calling and
trying to speak live with the person. Find out when they will be available from
the receptionist or their administrative assistant. Try sending an email instead. If
you know they receive many voicemails every day, then you may want to think of
the best way to communicate your message.

Sound excited and be friendly.

o You have to capture the attention of the person you are calling. Try not to be
monotone.

Practice leaving yourself the message.

o You may want to use your own voicemail for practice so you know you are
prepared in case you need to leave a message.
OTHER WAYS TO COMMUNICATE
Instant messaging through your computer is another way to communicate with Deloitte employees. Deloitte uses an
internal instant messaging application called Microsoft Lync (Lync). Lync provides an easy way to communicate
with colleagues as well as allow for a more collaborative work environment. The Lync application provides
encrypted communications between all users, to help keep our personnel's and clients' personal data safe and secure.
When you want to contact a Deloitte employee using Lync, you should always check the individuals status before
sending an instant message. This is to make sure that you do not interrupt them if they are busy or not available.
You can check the status of an individual by looking at the Lync status icon that appears next to the individuals
name in the communicator main screen or beside a name in an email. The color of the icon indicates the sender's

2000-2012 Deloitte Global Services LimitedPartners in Learning

The Audit Experience AS/2

presence in Lync.
Presence
button

Contact status

Available

Description

The contact is online and can participate in conversations. This status can be set
manually by the user.

The contact is available but engaged in another activity. Activities include:

Busy
In a Call
In a

In a Call: The contact is in a phone, voice, or video conversation.

In a Conference: The contact is in a multiparty conversation using

phone, voice, video, or application sharing.

In a Meeting: The Office Outlook calendar shows that the contact has a
scheduled meeting.

Conference
In a Meeting

You can set this presence level manually.

You see this status for a contact if the contact has assigned you to an access level
other than the Team access level and one of the following conditions exists:
Do Not Disturb

The contact has manually set his or her presence status to Do Not
Disturb.

The contact is displaying a Microsoft Office PowerPoint presentation or is

running another program in full-screen mode.

Urgent
interruptions
only

Away

Inactive

You see this status for a contact if the contact has assigned you to the Team
access level and has manually set his or her presence status to Do Not Disturb.

The contact is probably not available. This status is displayed for the following
reasons:

The contacts computer has been idle for more 15 minutes by default.

The contact has manually set his or her presence status to Away.

This contact may be available, but his or her computer has been idle for more
than five minutes. In this state, the contact is online, idle, and transitioning from
an available state. This status is set by Lync.

2000-2012 Deloitte Global Services LimitedPartners in Learning

The Audit Experience AS/2

Busy (Inactive)

This contact is engaged in a meeting, but his or her computer has been inactive
for 5 minutes. In this state, the contact is online, idle, and transitioning from a
Busy state. This status is set by Lync.
The contact is not available. This status is displayed for the following reasons:

Offline

Presence
unknown

The contact has manually set his or her presence status to Appear
Offline.

Lync is not running on the contacts computer, or the contact has not
signed in.

The contact has blocked you from seeing his or her presence status.

Lync cannot determine the status of the contact. This status is usually displayed
because the contacts presence status is stored in another computer system, such
as that of an organization that is not a federated partner.

This indicator is displayed in your Contact List next to the name you have blocked.
Blocked
To the person you have blocked, you appear to be offline.

Note that this performance support does not replace the AAM. It should be read in conjunction with the
applicable AAM topics, as the manual states the requirements of our audit approach and provides further
guidance.

2000-2012 Deloitte Global Services LimitedPartners in Learning