Presenting a professional image, both in person and on the telephone, is very important in the Office Skills profession. Taking care of your customers over the telephone and making them feel well informed and appreciated is essential. Whether you are the front office receptionist or an executive secretary, the followingphone tips should always be followed.

1. TELEPHONE
ETIQUETTES

2. WHAT IS TELEPHONE ETIQUETTE
The essence of dealing with People, politely and
efficiently over the phone can be boiled down to
TELEPHONE ETIQUETTE

3. Why Telephones
 Most important tools in communication
process is carrying out all sorts of
conversation for the desired results
 Organizations spend plenty of time & money
on their employees to excel in communication
 Most important for an organization to have
well mannered employees with Telephone
Etiquette who can fulfill the need for a work
place, with grace.

4. Business Telephone
Etiquettes
 There is a surprising lack of knowledge
among people about proper business
telephone etiquettes. Following are a
certain set of phone ethics will definitely
lead to favorable outcomes for the entire
business.
 Read on to learn about it.

5. Inculcate it……
 It is imperative to know all the
rules while talking on a phone for
business purposes.
 Business telephone etiquettes
should be taught to all members of
the organization, for marinating
cordial relations.

6. Telephone Etiquette Tips- Tip 1
 Answer calls promptly within 3 rings.
 When you pick a phone, or even while
calling, greet the person depending on the
time of the day & introduce yourself and
give the name of your organization
 Use short phrases and simple words while
talking on the phone
 There should be screening of calls by
possibly the receptionist before forwarding it
to the concerned person.

7. Telephone Etiquette Tip 2
 Ask the caller, "To whom am I speaking?“
 Avoid unnecessary jargon in your conversations.
 Use the caller’s name in your conversation.
 Practice good listening skills.
 Make sure you have a pleasant speaking skill.
 Before placing a caller on hold, ask their permission
first and thank them
 It is better to return a call than to keep someone on
hold too long.

8. Telephone Etiquette Tip

3
Do not forget to return the call if promised.
 Do not permit the phone to ring into the office more
than three times.
 Answer calls by the second or third ring.
 Never interrupt the person while he/she is talking to
you, as far as possible.
 Never engage in an argument with the caller.
 Do not handle an unhappy caller's or personal calls
at work place openly.

9. Telephone Etiquette Tip 4
 Do not give the impression that you are
rushed. Give the person the time.
 Learn to handle several calls at one go
with ease and grace
 Always get the best number (and an
alternate)
 Do not ever leave a message with someone
else. Be responsible to convey the message
yourself.
 Be enthusiastic and respectful.

10. Telephone Etiquette Tip 5
 Do not answer the phone if you are eating
 Turn away from your computer, and other
works, to avoid distractions.Pay attention to
the caller.
 Always have something available to write
on / with
 Speak clearly and slowly during business
call. You should not mumble or have slurred
speech
 Thank the caller for calling .

11. THUS………………
 Etiquette is demanded by both the caller and
receiver
 Speak clearly and slowly when taking a
business call.Keep phone calls brief and
friendly
 These are simple ,effective but inexpensive
methods to enhance the image of your
organization.

12. ALWAYS SMILE …

13. BUT NOT WHEN ……the person on
the other end is furious, for whatever
reason

14. Tone v/s words..
Tone of Voice
86% 14%
Words

15. Evaluate your voice
Your voice makes an immediate impression
that can portray you as :
Friendly or distant
Confident or timid
Spontaneous or mechanical
Relaxed or nervous

16. ‘Your voice is your personality over the
Telephone’