Group 7

Following Professional Telephone and Voice Mail

Etiquette

1. Making Telephone Calls Professionally

Before making a phone call, decide whether the intended is really necessary. Consider
using the following suggestions to make calls productive:

 Plan a mini-agenda
 Use a three-point introduction
a) Name the person you are calling,
b) Identify yourself and your affiliation, and
c) Give a brief explanation of your reason for calling.
 Be brisk if you are rushed.
 Be cheerful and accurate.
 Be professional and courteous
 Ending the call.
 Avoid telephone tag.
o Phone tag - A series of missed calls between two people, whether calls are
returned but again the person is not available, are said to be 'playing cell phone
tag.'
 Leave complete voice mail messages.

2. Receiving Telephone Calls Professionally

Developing good telephone manners reflects well on you and your organization. You will
be the most successful on the job if you practice the following etiquette guidelines.

 Answer promptly and courteously.

 Identify yourself immediately.
o Example: Juan Salinas, Digital Imaging Corporation. How may I help you? Force
yourself to speak clearly and slowly. The caller may be unfamiliar with what you
are saying and fail to recognize slurred syllables.

 Be responsive and helpful.

 Be cautious when answering calls for others.
 Take messages carefully.
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 Leave the line respectfully.

o Say, would you prefer to hold, or would you like me to call you back? If the caller
is on hold for a long period of time, check back periodically.
 Explain what you are doing when transferring calls.

3. Observing Smartphone Etiquette

In the present day, it is safe to assume that Smartphone aka mobile phones is an
indispensable part of everyone in such a cutting-edge era.
Researchers stated that inappropriate use of mobile electronics affects not only workplace
performance, but also for others.
However, remaining etiquette (the formal rules of correct or polite behavior in society)
while using smartphones is even more important, especially in a professional
environment such as the workplace.
Imagine you’re in a meeting, it is very annoying and irritating when the phone keep
ringing and notifying, sometimes it is even regarded as offense towards others.
To avoid the mentioned situation and become a smart mobile phone user, there are some
principles
 Show courtesy
o Don’t force others to hear your business, others don’t have to know the conversation
o Don’t make or receive calls in public places, go to rest room if it’s urgent.
o Apologize for plunders
 Keep it down
o Speak at low volume. Cellphone mics are very sensitive so there no need to raise your
o voice
o Choose a professional ringtone or set it to vibrate. Avoid distracting others
 Step outside
o If the call is urgent, step outside to receive it, avoid being disruptive to others, also
considered as professionalism
 Drive now, talk and text later
o Don’t use phones while driving to safes your life and others
o It is dangerous and for the worst cases, it causes fatal when because Your brain gets
distracted when talking and driving at the same time, the same as driving while ur drunk
o The National Safety Council reports that cell phone use while driving leads to 1.6 million
crashes each year. Nearly 390,000 injuries occur each year from accidents caused by
texting while driving. This is a remarkable number.
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4. Making the Most of Voice Mail

Voice mail should not be overused. Individuals who screen all incoming calls cause
irritation, resentment, and needless follow-up calls. Both receivers and callers can use
etiquette guidelines to make voice mail work most effectively for them.
 On the Receiver’s End.
o Don’t overuse voice mail
o Prepare a professional, concise, friendly greeting.
o Test your message.
o Change your message
o Respond to messages promptly.
o Plan for vacations and other extended absences.
 On the Caller’s End.
o Be prepared to leave a message.
o Leave a concise, thorough message.
o Use a professional and courteous tone.
o Speak slowly and articulate.
o Be careful with confidential information.
o Don’t make assumptions