Proper Etiquette on the Telephone: 3 Common Errors When Making Phone Calls

A typical teenager, I used to call my best friend every single day after school even though we had already spent the entire day together. Every time I called, even when I knew it was her voice answering the phone, I would always say, "Hello. May I please speak with Sonia?"
"HEATHER!" she'd scream, "You KNOW it's me!"
I couldn't help it. It was habit. My mom had engrained proper telephone etiquette in me from the minute I was tall enough to reach the receiver.
This past month I've received several calls that have made me stop in my tracks. I've wondered if the people calling me have had any idea what kind of message they were sending over the phone.
We work so hard to make a perfect first impression when we meet people face to face. Why do we forget all of our lessons over the phone?
The stories and examples in this article are real, and if you have a habit of doing or saying any of the same things I beg you to change your ways immediately!
(Names have been changed to protect the impolite.)
1. You have no idea what you are about to say
Incorrect: "Uhhh... uhhh... Hello? Uhh... Heater, ah?" (or Header, Hader, Hetter or some variation)
It doesn't take long to pass judgement on the person whose first words on the phone are a bunch of sounds. Figure out what you're going to say before you call. Practice it if you need to. Your first sentence is the most important and sets the tone for the entire conversation.
If I am ever unsure of the name of the person I'm calling, then I use the last name (assuming it's easier). It's also more polite to use the last name if you've never called the person before and don't have a relationship with him/her.
Correct: "Good morning. May I speak with Ms. Hansen, please?"
2. You don't identify yourself
Incorrect: "This is John! John! You know, John!"
Obviously, I don't know! It's important to give people a little bit more information over the phone. Remember that when you call someone you are most likely interrupting them while they are in the middle of working on something totally unrelated to you. Don't assume they'll know who you are right away, even if you have spoken with them before. You need to be very specific as to who you are.
Correct: "This is John Smith. I attended your workshop at the Holiday Inn last April."
At this point I may or may not know exactly who you are, but at least I have a frame of reference.
If you've never met the person you're calling it's important first to explain how you know of the person and then why exactly you're calling:
Correct: "This is John Smith. I received your number from my sister/friend/colleague Jane Brown who used to work with you at Acme Co. I'm calling because I am interested in hearing more about the financial planning services you're now offering."
3. You're rude when you dial a wrong number
Incorrect:
Caller: Angela there, or not?
Me: No, I'm sorry, I think you have the wrong number.
Caller: Oh. CLICK
Wait one second! I have the courtesy and consideration to empathize with someone (a total stranger, mind you) who interrupted my day in a very rude fashion, and then the person goes and hangs up on me? You've got to be kidding! A more considerate phone call would go something like this:
Correct:
Caller: May I speak with Angela, please?
Me: I'm sorry, I think you have the wrong number.
Caller: Oh! I'm sorry to disturb you!
Me: That's alright.
Caller: Do you mind if I check the number with you?
(This is a good idea so you don't call me back again because you have the wrong number to begin with.)
Me: Not at all.
Caller: I was trying to reach 551-0000.
Me: Oh, sorry, that's not the number you dialed.
(It isn't necessary for you to reveal your phone number to the caller. Just tell them they dialed incorrectly.)
Caller: Oh, ok. Thanks so much for your help, and sorry to bother you.
Me: Not a problem. Bye.
Caller: Bye
CLICK
It might take a few more seconds out of your day, but I would much rather have a considerate conversation with someone and end the call on a positive note than be irritated over another inconsiderate caller disturbing my day!

For more on this topic and other great tips for speaking clearly, correctly and confidently, visit Hansen Communication Lab and sign up for the FREE, 5-week Email Course on better communication.

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