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The_7_Pillars_of_Business_Phone_Etiquette
| The 7 Pillars of Business Phone Etiquette
Etiquette is in essence about proper conduct and presenting
yourself favourably. Demonstrating good etiquette is important
if one seeks to be successful. An area in which this is
essential is the business phone call.
Millions of business phone calls are made every hour and day.
Business people that interact solely over the phone yet never
meet still form strong opinions of one another. Practising good
business phone etiquette helps encourage clear lines of
communication, build rapport and avoid misunderstandings.
Most of us can recollect a phone call that left us feeling
frustrated or irritated. How much of this could have been
attributed to poor phone etiquette? Here we explore a few simple
examples of areas within business phone etiquette that should be
employed when making or receiving calls.
All successful business interaction needs preparation. The phone
call is no exception. It is important to know who you are
calling, the most convenient time to do so, the reason for your
call and what you can do for them. Be structured, short and
sharp.
If the caller is not known to the receiver it is important that
the purpose of the call and the caller’s credentials are
established immediately. A simple introduction followed by a
sentence or two not only shows good phone etiquette but allows
the receiver to set the forthcoming information within a context.
Particularise your intention behind the call. Do not assume the
receiver understands why you are calling them and what you
expect of them. Expand upon information and specify the purpose
of the call.
Pass on information that the receiver will understand,
appreciate and find useful. Waffling and speaking generically
will lose attention and generally reflect poorly on the caller.
Good business phone etiquette demands professionalism at all
times. When speaking to someone you do not know avoid informal
speech or personal questions. Once a relationship has been built
it is considered polite to enquire about weekends, children or
other non-sensitive personal matters.
Privacy and security around furtive issues must always be borne
in mind on the phone. If it is imperative that sensitive
discussions take place over the phone, business etiquette
requires that you confirm with the receiver whether this is
appropriate.
Be patient. Demonstrating good business etiquette relies on your
staying calm, cool and collected under pressure or when facing a
testing situation. Your ability to stay patient earns respect
and avoids rash actions or decisions.
Although there is much more to business phone etiquette than the
above 7 P’s you will find they can go a long way in contributing
to an improved understanding of how to use the phone effectively
in the business world.
About the author:
Neil Payne is Director of http://www.kwintessential.co.uk
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