Pick up the phone no later than the fourth ring. This is one of the rules good manners. Signalmen do not recommend picking up the handset during a call for purely technical reasons: the current in electrical circuits increases, which can damage the network and turn off the phone.

Sometimes there is poor audibility in the handset. But this doesn't mean you have to raise your voice. The opinion that if I can’t hear my interlocutor well, then he can’t hear me well and, therefore, I need to speak louder, in the case of a telephone, is erroneous. If your hearing is poor, you should not raise your voice yourself, but ask your interlocutor to speak louder and ask how he hears you.

When you pick up the phone, identify your agency, department, and your position.

When answering a call, you should always introduce yourself. People want to know who they are talking to. This, in addition, creates an atmosphere of trust and helps to better understand the interlocutor. Find a friendly formula that you like (how you would like to be answered).

When making frequent calls or in a hurry, they usually call the last name with the addition of the word “listening” (“Ivanova is listening))) or only the name of the institution or department is indicated: “Reception of the department of such and such...”.

In all of the above cases, the subscriber must know who he is talking to or at least where he is. If an error occurs when dialing a number, the misunderstanding will be immediately clarified and will not result in loss of time to clarify it.

¦ If you need to interrupt a conversation to answer another call, ask your interlocutor for permission to do so.

When arranging your next telephone conversation, you should clarify what time is convenient for the interlocutor.

If you're asked a question that you don't know the answer to, the best answer is something like this: " Good question. May I clarify for you and call you back?"

Don't give yours a way out negative emotions. It is not your interlocutor's fault that, perhaps, a couple of minutes before, you had an unpleasant conversation with someone or you have personal problems.

Shouldn't

Do not pick up the phone for a long time.

Start a conversation with "Hello", "Yes" and "Speak"

Asking: "Can I help you?"

Have two conversations at the same time

Leaving the phone unattended, at least for a short time, and occupying it for a long time, sounding the voice of the telephone interlocutor

Use scraps of paper and calendar sheets for notes.

Say: “Everyone is having lunch,” “No one is here,” “Call me back.”

Pick up the phone before the fourth ring.

Introduce yourself and name your department and your position

Ask: "How can I help you?"

Concentrate on one conversation; listen carefully

Offer to call back if time is needed to clarify details

Use phone call forms or a business notepad

8. Write down the information and inform the subscriber that they will call him back.

Telephone calls often disrupt the rhythm of work, break up a manager's working day, and prevent him from concentrating, shifting his attention to newly emerging unforeseen problems. Therefore, one of the tasks of the manager's secretary is filtering (sorting) telephone calls. The secretary must know well who and on what issues should be contacted with the manager. Knowing organizational structure company (institution) and the distribution of responsibilities between employees (who does what), the secretary, having found out the topic of the conversation, can often himself correctly redirect the subscriber. It is useful for the secretary to have a criterion, based on the opinion of the manager, according to which incoming calls should be rejected, rescheduled (re-call) or should be passed to the manager.

Today, telephones with answering machines are widely used to record and transmit messages. They are usually turned on during hours when there is no one to answer calls because no one is in the office. For example, at lunchtime, in the evening or at night, on non-working days.

The secretary, freed or coming to workplace, must listen to the recording and convey the messages to their destination, and, if necessary, contact the callers.

Most first business contacts are made through phone calls. And in future activities, the phone allows you to quickly resolve all kinds of issues. Using a telephone saves time, generates right decisions and, often, to the formation of the company's image. A correct response to a client’s call can lead to the conclusion of a deal, while an incorrect response can break off the relationship or delay the implementation of the project for a long time.

That's right, which is surprising at first glance, but not easy. And the level of sales, indicators of consumer demand, customer interest and brand awareness directly depend on this skill. The ability to correctly answer incoming telephone calls is one of the most important tools that the management and office staff of any modern enterprise must be fluent in.

Answer rules

In this material we will outline ten basic rules for correctly answering incoming calls. If you want to improve your team's performance and increase your phone sales, be sure to learn and implement each technique described in your office—you won't be disappointed.

Rule number one

Once you pick up the phone, it's up to you to solve the calling customer's problems. You are actually a “one-stop shop” for a client who decides to contact your company. You are responsible not only for yourself personally, but also for the entire enterprise, for all its services and structural divisions.

If the processing of an incoming call by the company representative who answered the phone is incorrect, all the efforts of marketers and serious costs for and promotion of the company may be in vain. Therefore, from the moment you pick up the phone until the end of the telephone conversation, any unprofessional word spoken can cause innumerable problems.

You need to receive a call in such a way that the calling client feels your disposition, your desire to help and solve the caller’s problems. The professionalism of the respondent is the key to successful continuation of business contact.

Rule number two

The person answering the client's call must be competent in most of the issues that may interest the client. What promotions are held in the company, which ones are unique. He must also clearly understand to whom the call can be quickly forwarded in case of specific questions posed by the client. For example, if you ask a complex technical question– the secretary will not be able to give a comprehensive answer, so he must quickly and politely transfer the caller to the engineering or technological service.

Rule number three

The responder must always strictly adhere to business etiquette. The call must be answered before the third signal. You should greet the caller and introduce yourself. You need to state the name of the company, your name and position. This allows for a closer degree of contact. The secretary must definitely ask how the caller should be addressed, clarify the issue for which he contacted the company, and offer him his assistance. Thus, after establishing a confidential contact, you will find out exactly the purpose of his call and will be able to provide him with qualified assistance.

Rule number four

Monitor reactions to questions asked by the client and complaints made. Always have standard answers ready to common questions. Do not allow negativity or dissatisfaction on your part. Treat the questions that the client will ask positively, because they indicate his interest. It is important to always thank the client for asking questions and for contacting your company.

If a question is not fully understood, it is important to ask for clarification or repetition. Try to speak measuredly, do not speak frequently. Speak accessible language, so that the client does not have to strain trying to understand what you told him.

Rule number five

When talking on the phone, be sure to use a variety of techniques and techniques. He doesn't give visuals, that is, neither interlocutor is able to see each other’s reaction to the words spoken. To maintain a trusting atmosphere in a dialogue, you should always let your interlocutor know that you heard what he said.

To maintain a trusting atmosphere in a dialogue, you should always let your interlocutor know that you heard what he said.

You should periodically repeat the main thoughts and words heard in the dialogue. Tell your interlocutor that you have recorded the information he expressed. From time to time it is worth changing the timbre, tempo of speech, and using different intonations in conversation. Don't be monotonous, otherwise you risk losing the attention of the client calling you. Be sure to watch what you say. You should speak clearly, clearly and unambiguously.

You can use popular techniques for telephone conversations. For example, “echo” is a verbatim repetition of the wishes expressed by the client. Before such a repetition, you should use introductory structures, like “as I understand you...” or “as far as I understand, you...”. Or a “resume” – a summary repetition of the essence of the client’s wishes. It is also possible to use the “logical consequence” technique. Start with “so you...” and follow up with a logical conclusion from what the client said.

The “clarification” technique is a request to clarify the client’s words by explaining a number of individual points. The last reception should begin with the words “could you please explain again...”.

Rule number six

You should always strictly control the emotional coloring and intensity of the conversation. Do not allow “overheating” under any circumstances. In case of conflict situation– your task is to make every possible effort to promptly resolve the client’s questions and complaints. Make sure the customer is satisfied. In this case, he will always remember that you helped him get rid of his problems, and will be happy to contact you in the future.

On the other hand, communication should not be empty. In order to avoid similar situation, you should always move along the chain: making an initial contact - determining the purpose of the call - resolving the client’s question - politely ending the conversation.

Rule number seven

Try to indicate in the conversation that the interlocutor is important to you. The fact is that if the interlocutor is interesting to you and feels it, there is a high probability of mutual interest on the part of the calling client. You should show support, sympathy, and approval towards the caller.

After establishing initial contact, contact him by name and express to him your readiness to help. The interlocutor, based on your words, will understand that they are ready to help him, that you are sincerely happy about his call, that he was heard and understood. Most importantly, he realizes his importance and importance. Try not to interrupt. Listen carefully. When moving the conversation to another topic, choose the appropriate moment. Let the client express his thoughts first, then constructively invite him to consider another subject for conversation or look at the situation from an alternative angle.

Rule number eight

Under no circumstances should the client be kept waiting for a long time. This causes irritation and has a very negative impact on the image of the organization. Time is money. By saving the client's time, you actually save money for him. He will remember this. There is no more grateful client than one who was not only helped and listened to, but did so as quickly as possible.

Do not forward the call unless necessary. Only if you are unable to resolve the client’s issue yourself. Never make a customer wait more than half a minute. If you still had to put the client “on hold” to clarify any information regarding his request, do not forget to thank him for waiting. Necessarily. The client will hear this and appreciate your concern for him.

Rule number nine

Appreciate customer calls. Don’t forget that every incoming call is the result of the work and efforts of many, many departments of your company.

Rule number ten

The dialogue should be completed correctly. 75% of a conversation, at least that which is remembered by the client, is the beginning and end of the conversation. The beginning and end of a conversation are two moments that are remembered against the background emotional coloring. Moreover, it is the end of the conversation that is remembered as the final result of the conversation. It is necessary to take all contact information and briefly summarize the agreements reached with the client. And, of course, don’t forget to thank the client for making the call.

The beginning and end of a conversation are two moments that are remembered against the backdrop of emotional overtones.

As a result

As can be seen from all of the above, there is nothing complicated about answering phone calls correctly, and the answering technique is nothing supernatural. You just need to be attentive, friendly and follow etiquette. Grateful customers will no doubt reciprocate your feelings in the form of increased sales and awareness of your brand. However, statistics show us that very, very many, even being employees of large transnational corporations, do not know how to correctly use such a simple tool as telephone conversations.

Be sure to conduct 1-2 training sessions for employees who most often have to deal with incoming phone calls. Familiarize them with the rules given in our article and you will see how the efficiency of your business will increase. Good luck with your conversations!

Business information

Promotion of goods and services

Personnel management

Which is correct...?

Business etiquette

• Business etiquette
• Positions of the interlocutors at the negotiating table

Business communications

Municipalities

Telephone etiquette: rules and regulations

Let's consider the norms of telephone etiquette, which are followed today by progressive companies that care about their image. If you strive to look like a professional in the eyes of your partners and clients, then compliance with the laws set out below is simply mandatory for you.

The norm is to observe telephone etiquette by every employee of the organization who:

answers incoming calls;

makes telephone calls on behalf of the company;

to which the client's call can be forwarded.

1. Watch the intonation of your voice

When communicating, people convey information to each other using three channels: “body language” (55%), intonation (38%) and words (7%). On the phone, we also convey to the interlocutor the meaning of our message using several channels, only in in this case the law of information transfer looks different. Firstly, “sign language” seems to disappear, since the interlocutor does not see us, and the remaining two channels (intonation and words) of information transmission divide 100% of the meaning of our message as follows:

• Intonation - 86%;
• Words - 14%.

Your voice conveys information to your interlocutor about what kind of person you are. With your voice you not only influence perception, but often also create the mood of your interlocutor. When communicating on the phone, smile, be full of energy and enthusiasm. A smile and a positive attitude are heard in the intonation.

Don't slump in your chair or put your feet on the table while talking on the phone. When a person lies or half-sits, the angle of the diaphragm changes and the timbre of his voice changes. Therefore, the interlocutor, even without seeing you, will “hear” that you are lying down. And this is unacceptable, because the voice of a person in this position seems disinterested and complete indifference.

2. Greet the caller

If you pick up the phone when answering an outside call, then, after picking up the phone, immediately say hello to the person who called. The greeting of course varies depending on the time of day, it could be " Good morning(good afternoon or good evening).”

By greeting the caller, you show that his call is important to you and you are glad to see him (if this is not the case, then he should not know about it).

Don’t be like the “telephone dinosaurs” who, when they pick up the phone, say:

3. Introduce yourself over the phone

After greeting the caller, introduce yourself and name your organization. When receiving external calls, two approaches are used, the so-called “minimum” and “maximum”:

Minimum approach: Greeting + name of the organization. This is what it sounds like: “Good afternoon, publishing house “Fortochka!”

“Maximum” approach: “minimum” + the name of the person who answered the phone. This is what it sounds like: “Good afternoon, Fortochka publishing house, Marina is listening!”

Which approach to choose and use is up to you to decide. Following any of these will show callers that you and your organization are professionals.

I remember I once called one company, and they answered: “Hello.” I ask: “Tell me, is this company ABC?”, and the answer is: “Who are you?” I say: “Maybe I’m your potential client,” to which they assured me: “Our clients know us!”... and hung up.

4. Answer incoming calls after the 2nd, maximum after the 3rd ring

This is one of the laws that telephone operators, company secretaries, hotline workers and other “telephone” personnel are literally “trained” to implement. And here's why.

If we pick up the phone after the first call, then the person who called gets the impression that we have nothing to do, and we were bored waiting for someone to finally call us.

Don't pick up the phone after the first ring; the few seconds you have left will allow you to take your mind off what you were doing and focus on the phone call.

If you allow the phone to ring 4, 5 or more times, then, firstly, the caller will begin to get nervous (it has been proven that people very quickly lose patience while waiting for an answer on the phone), and secondly, he will form a very “definite” opinion about our interest in him and in clients in general. Subsequently, he will no longer believe in our ability to quickly respond to his needs and problems.

5. When you call, do not say “are you concerned about...” or “are you concerned about...”

This is something like a national disease. I suspect that this comes from an excessive desire to appear polite and from a lack of self-confidence. By telling a person that you are disturbing (bothering) him, you are forming in him a certain - undesirable - attitude towards himself and his call.

You are forcing him to be wary, and you yourself are asking him to treat your call as an unwanted distraction from business. Why create trouble for yourself and tell your interlocutor, “I disturbed you, disturbed your comfort and now I will pester you with my questions”?

Just say: “Good morning (Hello), Marina (Marina Shestakova) from the publishing house “Fortochka” is calling you.

6. When you call, ask if the client can speak with you.

Each person has his own to-do list, scheduled appointments, meetings, etc. In other words, when we called him, the likelihood that we pulled him away from his work is very high. This is especially true for calls to a mobile phone; our interlocutor can be anywhere and be busy with anything.

After introducing yourself, do not get straight to the point, first ask if the interlocutor can talk to you. By asking this question, we show the interlocutor that we are well-mannered and that we value his time. Thus, we position ourselves as a professional in his eyes and inspire respect for ourselves.

Introduce yourself + ask about the opportunity to spend time + state the purpose of the call.

Introduce yourself + state the purpose of the call + ask about the opportunity to spend time.

7. Get to the point of your call as quickly as possible.

After introducing yourself and asking for time to chat, don't waste time with pointless rhetoric and pointless questions like:

So, how do you like this heat in the city?

What do you think about our Prime Minister's statement today?

Did you see on the news yesterday...?

Have you heard latest news about Iraq?

When communicating on the phone, business people tend to be brief and stay on topic. Don't annoy them by talking about this and that, tell them the purpose of your call and start a business conversation.

It is worth adding that with the exception of of this rule is to communicate by phone with clients with whom, over the years of working together, you have developed warm, friendly or even friendly relations.

8. Using the “hold” function

Almost every phone has a “hold” function, but it is designated differently, depending on the manufacturer of the device.

This function allows, if necessary, to “suspend” the interlocutor on the line without disconnecting the connection. It is used every time during a conversation you need to put down the phone and isolate the interlocutor from what is happening in your room (from conversations, discussions, jokes, anecdotes of your colleagues). For example, in order to:

go to the next office for the information necessary for the interlocutor;

print the required document;

call to the phone the right person;

check something with a colleague.

By pressing the corresponding button on your phone and activating “hold”, you do not give the interlocutor the opportunity to hear what is happening in your room. If the telephone set is connected to a telephone exchange, then during the “hold” it plays the programmed melody to your interlocutor.

There are several rules associated with placing and removing an interlocutor from “hold”:

When setting up, ask if the interlocutor can wait, and explain the reason for the need to wait.

For example: “Can you wait because I need to contact accounting to answer your question?”

When withdrawing, thank the interlocutor for waiting. This step helps to dissipate the tension and nervousness that arises in anyone who is expecting. We also show the person that he is important to us and we are grateful to him for not hanging up.

If you know you'll have to wait more than one minute, don't put it on hold. Tell him that you will call him back after clarifying the information he is interested in. When waiting on the phone, even one minute seems like several, don’t give your interlocutor an extra reason to be nervous and angry.

9. If you ask a person who is absent

Do not “cut off” the caller by simply stating the fact that the person he needs is at the exhibition (on vacation, will return at the end of the week) and do not immediately hang up.

After reporting the absence of the right person, make two attempts to keep the caller. Offer your help. For example: “Is there anything I can help you with?” or, “Can someone else help you?”

If the person who called does not agree to the help offered, then ask to leave a message.

It sounds like this:

What should I tell (the absent colleague)? Who called?

Let me leave (an absent colleague) a message saying you called. Please introduce yourself.

10. When ending a conversation, say goodbye to your interlocutor

Notice how many people, when finishing a conversation, simply hang up without even saying goodbye.

How many times has this happened to me: you call an organization and ask the person who answers the phone a question, for example: “Tell me, are you working on Saturday?” The answer is “Yes” or “No”, and the conversation ends. One day I finally called back and asked: “Why are you hanging up, I still have a question for you?” The answer was simply brilliant: “We need to speak faster!”

In a situation similar to the one described above, before saying goodbye to the caller, ask: “Can I answer any more questions?”, and only after receiving a negative answer, end the conversation. Before hanging up, say goodbye to the person, tell him everything just a simple: “Goodbye.”

11. Adapt to the speed of your interlocutor’s speech

If a person speaks slowly, this indicates that his thinking process proceeds at the same speed. This means that he carefully evaluates every word he hears and pronounces and carefully weighs the information received before making a final decision. When communicating with such people, slow down the pace of your speech slightly. Don't fool yourself into thinking that the faster you speak, the faster your interlocutors will think. Quite the contrary, if they cannot keep up with the pace of your speech, they will lose the train of your thoughts and become completely confused.

A person who speaks quickly or very quickly grasps thoughts on the fly and makes decisions without much thought, perhaps even hastily. He is irritated by slowness and leisureliness, he is impatient and craves action. Speed ​​up your speech when talking to these people.

Change the pace of your speech, just don’t cross the line beyond which a parody begins.

12. Do not chew, drink or smoke while talking on the phone.

If you think that by performing the actions listed above, you will hide them from your telephone interlocutor, then you are mistaken. Many times I've talked to people who thought they were camouflaging chewing or smoking without even realizing how unpleasant it sounded over the phone.

One day I called a client, from whose answer it became clear to me that he was chewing. I tell him: “Bon appetit,” and he answers me: “Did you hear that?”

Put your chewing gum (cutlet, cigarette) aside.

13. Don’t apologize to your interlocutor for taking up his time.

This recommendation also applies to meetings. If you think that you have distracted your interlocutor from important matters or that you have taken away his valuable time, then do not tell him about it out loud. Having said “sorry, our meeting (conversation) has been delayed, I probably took your time,” you yourself will lead him to the idea that:

he lost his time communicating with you;

your time is worthless;

you are not confident in yourself;

you feel guilty.

Instead of apologizing, you can thank the other person:

Thank you for finding the opportunity to meet (talk) with me.

I understand how busy you are, thank you for the time allocated for our meeting.

You show that you value him and his time, but you don't make yourself look like a "guilty supplicant."

14. Using a speakerphone (speakerphone)

Do not use speakerphone unless absolutely necessary and without warning and consent of the interlocutor. With today's technology, the client will hear the difference between communicating with you through a handset and using a “speakerphone.” Hearing that you are talking to him using a speakerphone, the client will almost immediately feel discomfort and become wary. In addition, he will draw two conclusions:

Someone is listening to us.

15. Communication with secretaries

If your job involves making calls to organizations, this means that you periodically communicate with the secretaries of these organizations. Today, secretarial positions are occupied by educated and qualified people who are the “face of the company” and optimize the work of their superiors. Their opinions are listened to and they are valued quite highly as “frontline workers.”

Don't insult, humiliate or underestimate them. These people often have a lot of power. They can become either your supporters or enemies, it all depends on you. Show them respect and deference, and they will return the favor.

Treat them the same way you treat your clients. Secretaries are also your clients, they influence the opinion of their management about you, about your company and your product. If desired, they can present your call (fax, letter) as “another prank of an annoying idiot from a stupid company.” They can make sure your letters, faxes and e-mail“will not reach” the recipient. Considering this...

Build relationships with them. It doesn’t matter whether you do this with bouquets, chocolates or through your respectful attitude. Remember one thing: by winning the secretary's favor, you gain a supporter in the client's organization. In addition, no one knows which direction and in which company this person will become a manager tomorrow.

Many people chat on the phone. Business people talking. The percentage of telephone conversations per day is sometimes much greater than face to face. Practice telephone etiquette! This is very important rule. You are a well-mannered person, aren't you? That's it.

Pick up the phone. They're calling you!

When the phone rings, we automatically pick up the receiver and answer the usual “Hello!”

Is this enough to start a conversation?

Let's see what telephone etiquette says.

First of all, let's draw a dividing line between business and personal contacts.

The point that unites all conversations is politeness, restraint, and command of the voice.

Your interlocutor cannot see what you are doing on the other side of the phone. But the slightest intonation betrays irritation, hostility, grief and other emotions.

"Hello" in a businesslike manner

You get a call on your work phone. Don't pick up the phone after the first signal. This can give the person calling you the impression that you simply have nothing else to do but answer the phone. It's not just your reputation. The conversation will leave an impression of the authority of the entire organization. Answer by waiting for two or three rings to ring. But by no means more. The rules of telephone etiquette do not allow disrespect for a person in this way.

It is not recommended to immediately start a conversation with the company name. It is best to greet the caller with the neutral phrase “Good day!” This time of day is considered the main working time. In other cases, you can use the address “Hello!”

Required condition business conversation considers joining a greeting to be a so-called voice " business card" This may be the name of the organization or your personal data - position, first and last name.

Ideally, the greeting scheme will look like this: “Good afternoon! Company "Sun"! or “Good day! Sunshine Company. Manager Olga Sergeeva."

A correctly structured answer to the call will mark the beginning of a successful pleasant conversation. Will create good impression about the organization, will emphasize its status and give solidity. It is always a pleasure to deal with well-mannered people. Therefore, the impression made can play a significant role in future cooperation.

Personal “Hello!”

If you think that you can start a conversation with an acquaintance or friend any way you want, then you are mistaken. It is better to start any incoming call to your personal phone with wishes for a dear day and your own introduction.

By doing this, you will protect yourself from wasting time on explanations if the caller dialed your number by mistake. When someone calls you about a personal matter working hours, a slightly formal introduction will set the tone for the general conversation, that is, you will let the person know that it is not appropriate to carry on empty conversations in at the moment no possibility. And this is simply a manifestation of good manners and politeness, which is interpreted by the rules of telephone conversation.

When you call

It would seem that it couldn’t be easier, I dialed the number and laid out the essence of the conversation. But many have already learned from experience that as soon as you start a conversation, it will develop. Whether a business call will be the beginning of a successful collaboration depends on the first moments of the conversation. The same can be said about personal contacts. Whether you spend half an hour explaining who is calling and for what reason, or outline the essence in a couple of minutes, it will be clear from the initial call.

Business call

You dialed the company number and received a standard greeting response. You also need to introduce yourself. If you represent an organization, indicate its name and your position. Next, briefly outline the essence of the appeal. You should respect the working time of others and not waste your own on confusing explanations. If you're planning a long conversation, don't forget to ask if it's convenient for the person who answered the phone to talk. Perhaps the conversation should be rescheduled for a more convenient time.

The rules for conducting a telephone conversation say “no” to such greeting phrases as “Are you bothered by...”, “You see, what’s the matter...”, “It’s okay if I disturb you...”. In this case, your “hello” should be obeyed with dignity, without ingratiation. Then you can count on a productive conversation and respectful attitude towards yourself. After a personal introduction, you can say “Help me solve this question...”, “Please tell me...”, “I’m interested in...”, etc.

Personal call to a friend or relative

“Hey, buddy. How are you?" - Of course, you can start a conversation with your loved ones like this. But it would be better to introduce yourself. Especially if you are calling for a specific purpose and not just to chat. Firstly, you may dial a friend’s number at the wrong time. A person is busy, at work or a business meeting, or dealing with personal problems. Secondly, imagine that your number was simply not identified, and your voice seemed unfamiliar due to poor quality of communication. To avoid putting yourself and your friend in an awkward position, identify yourself.

Let's continue the conversation

In any conversation you need to be attentive to your interlocutor. How to start a telephone conversation is a great skill, but its continuation is also of great importance.

Business continuation

You are the initiator of the call. This means you have a specific task that you want to solve during the conversation. Prepare a list of questions that interest you in advance so as not to get confused and not waste someone else’s working time. Listen carefully to your interlocutor. Try to take notes on your answers; this will help you avoid asking them again.

During a conversation, the connection was interrupted? Call back if you started a conversation. You must also end the conversation. Be sure to thank your interlocutor. A pleasant ending would, of course, be wishing you a good day.

If they call you, listen carefully to the request. Do not forget to maintain attention to the conversation with the phrases “Yes, of course...”, “I understand you...”, “We will try to help...”, etc. The interlocutor will feel confident and will be able to describe the problem. When a conversation threatens to drag on, take the initiative and help steer the conversation in the right direction.

Before finishing, check with your interlocutor whether he received all the answers. If you cannot help him due to other official duties, tell him the contact of an employee who is competent in a given topic.

Personal conversation by phone

In personal conversations the situation is simpler. But here, too, telephone etiquette provides some guidance. For example, a friend called you at an inconvenient time with a great desire to chat. For such cases, there is a standard telephone conversation: “Sorry, I’m currently at a meeting...” or “I have a very important meeting, I’ll call you back later...”. You can add, “I understand that this is very important. I’ll call you back as soon as I’m free...” For your interlocutor, this will be an indication that you are not ignoring his problems. This means there will be no unnecessary insults. By the way, try to call back if you promised.

General rules for telephone conversations

Rules of etiquette for talking on the phone are not invented out of thin air. These are the observations of psychologists, practical experience, analysis based on the results of many interviews. Eat certain actions which etiquette welcomes or denies. Let's collect some of them into a small reminder.

1. Don't have loud personal conversations public places and at work. You put others in an awkward position by forcing them to listen to intimate details of your life that have nothing to do with them.
2. Do not put your phone on speaker unless you have warned your interlocutor about it. This situation can create adverse consequences. But first of all, it is a show of respect for the person on the other end of the line.
3. Be careful when choosing a ringtone. Less loud aggression, because there may be people with a weak nervous system nearby.
4. Turn off the sound on your phone while at meetings, gatherings, cultural institutions, as well as in places where such a requirement is prescribed by the rules of conduct.
5. Do not combine a telephone conversation and eating. This makes it difficult to understand and expresses disrespect for the interlocutor.
6. Be careful about the time you plan to make the call. Early morning late night– these, as you understand, are not the most successful periods for talking even with the closest person. You can call at such times only for the most urgent matters. Don't forget this.

A little conclusion

Now you know telephone etiquette. Call on time. Be polite. Pleasant telephone conversations and good mood!

Mobile phones have changed our lives a lot, and not always in better side. Availability mobile phone means that you are now almost always required to be in touch! Even if your work calls you at 9 pm on Sunday. As a result, even for sociable people, the phone has become a source of stress. What then can we say about those who do not really like telephone conversations and society in general? How to politely limit yourself from phone calls and stress at the same time?

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Matt Haughey, creator of MetaFilter, Fuelly and other interesting sites and services, is not a very social person, offers 3 effective and not rude tips for limiting phone calls.

1. Don't set your message to voicemail. Oddly enough, but if you recorded a special message in the style of “Hi, I can’t answer right now. Please leave your message and I will definitely contact you,” then the likelihood that they will leave you a message and even burden you with work is much higher than if it sounds standard. For some reason, people hang up almost immediately when they hear a standard message and dictate unless something is really urgent. It turns out that there is nothing to complain about! Yes, you didn’t pick up the phone, but voicemail was turned on and you could leave a message. If the caller didn't do this, then it wasn't that important. Of course, if your job involves constant phone calls, you can’t do this.

2. Don't buy a new battery for your home phone. No matter how strange it may sound, it works. I can write about this advice already personal experience. The battery in our home radiotelephone, after 5 years of use, began to run out and now only lasts for a maximum of 20 minutes of conversation. That is, it lasts 10 minutes for a normal conversation, and for the remaining 10 minutes you will hear “pi-pi-pi” (a signal that means the phone is going down) every minute on the handset. To be honest, my mom is angry and can’t understand what’s stopping us from going and buying a new battery at the store. But I always have an excuse for this, ranging from “I didn’t have time” to “I forgot!” Mom, of course, is still angry, but I think that there are two scenarios here: she will either go and buy a battery for us or she will simply give up on everything. The second option is more likely. And in general, if you want to talk with someone for a long time, meet, have a good time and talk to your heart's content. At the same time you will see your friends. You can talk to a friend on the phone every day for an hour, but still not meet for a month (two, three... half a year?!). A weak phone battery is a good reason to meet and finally see each other.

3. If you don’t know the number, just don’t answer the phone. If there is something important, they will definitely call you back from the same number. And if it was a single call, then most likely it’s either not that important, or they called you to offer you another vacuum cleaner/new insurance/open a new account. In the USA there is a wonderful service WhoCalled.Us, where people post phone numbers of various network marketers or spammer companies that interfere with normal life with their calls. By entering unknown telephone number, you can find it in the database and read the comments to it. I haven’t found such a service here yet. But the idea is not only interesting, but also useful. So if there are those among our readers who are already fed up with phone calls with marketing offers, maybe it’s time for us to think about creating the same service?

And once again I want to add that all this can only be done if your work is not directly related to phone calls! If your work involves a telephone, then in this case you simply need to set a time frame and politely make it clear to your employees (employer) that at 11 pm you can already be asleep and simply turn off the phone at this time. The same goes for " family days" Just ask them to send you a message if the matter is absolutely urgent.