Changing Your Tone on the Phone

In today’s fast-paced and technology-driven workplace, it’s more important than ever to be mindful of phone etiquette.

Whether you’re taking a call in your cubicle or sending a quick text message to a colleague, there are a few basic rules that should be followed in order to maintain a professional environment. For starters, avoid discussing personal or confidential information in public areas. If you need to take a private call, step into a nearby office or quiet room. Be considerate of others by keeping your voice down and being aware of body language; if you’re carrying on a loud conversation, people nearby will likely feel interrupted or annoyed.

It is important to maintain a tone that is respectful and courteous when answering the phone in today’s connected world. This first impression can set the tone for the entire conversation, so it is important to be mindful of your tone from the start. Here are a few tips for maintaining respectful and professional tones on the phone:

When you answer the phone, smile! Be sure to use a clear and friendly voice. Greet the caller by saying something like “Thank you for calling XYZ Company, this is ___ speaking. How may I help you?” This shows that you are happy to assist them and that you are paying attention to the conversation.
Avoid using filler words like “um” or “like”, and try to keep your answers short and to the point.
Avoid sounding rushed or impatient, as this can make the caller feel like they are an inconvenience. Instead, take a deep breath and speak slowly and clearly.
Active listening is also key in phone conversations, so make sure to avoid interrupting the caller and really pay attention to what they are saying.
While you’re answering, be pulling up your database or customer relationship management system to answer questions, take notes on the call, or create a new transaction record within your company database.
Take down their name, phone #, and email address, general information needed for your company, then if you’re not the right person have the right person get in touch with them within a reasonably quick timeframe.
Always talk up the person you will assign this lead to…”Best in the area! They’ll take wonderful care of you…” if you are not the right person for the call.
Begin the appropriate follow up plan as applicable for your company if a follow up is necessary after the call.
If you must take a call in a public place, such as on public transportation, use headphones or keep your conversation brief.
Finally, it must be said in regards to “phone etiquette” to resist the urge to check your phone constantly; not only can it come across as rude to others, but it can also make it difficult to stay focused on the task at hand.
When sending a work-related text, email, or instant message, use proper grammar and avoid abbreviations. Remember to proofread your message before hitting send. Taking a few moments to mind your manners can go a long way in creating a positive impression at work.

By following these simple guidelines, you can ensure that your phone conversations are professional and respectful, setting the tone for productive communication in your workplace!

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