In modern day society, communication in the business sector has dramatically increased and changed over the past few years with the likes of Skype, e-mail, and even the most recent introduction, instant messaging such as BlackBerry Messenger and WhatsApp. The only form of communication that has stood the test of time has been the "good old-fashioned" telephone call.
The telephone has been one of the greatest, and arguably the worst, inventions we have seen to date. From creating everlasting relationships to destroying what could have been. The reason the telephone has become such a powerful component is purely based on how it is and should be used. By saying this, it all filters into one definitive action, telephone etiquette.
Says Blaine Sinclair - Recruitment Consultant at RecruitFIN: "Telephone etiquette to a business person, is the same as your parents telling you that you should go clean your room. Not something you necessarily want to do, but merely something that should be done in order to maintain respectability."
As simple as that may seem, it`s not as straightforward as first pre-empted. There are three things we have to take into consideration when dealing with telephone etiquette:
1. Making the call:
Making a call to a complete stranger could seem like a daunting task. It doesn`t have to be. It all starts with a simple introduction, for example... "Hello, my name is John." Whether you are dealing with CEOs or receptionists, introduction is still vital.
The main purpose of making a call is to get an answer to a possible query that you might have. Make sure to express yourself clearly and concisely.
When you do make the initial call, politeness is key to speaking to the person who will have the answer to your query. Saying: "please may I speak to John" or "is John available, please" will get you further than if you were abrupt or used an impatient tone.
Says Blaine: "Always thank the person if they do go out of their way to direct you to the necessary parties involved. Not only will they remember you, they will be more inclined to help you in the future."
2. Receiving the call:
Receiving the call, like making the call, also starts with a simple introduction. Introduction is key to the start of a successful phone call.
When answering a call, smile, even though the caller can`t see it, they`ll hear the smile in your voice. Use a "telephone voice" in which you control your volume and speed. Speak clearly.
"Always remember to practice good listening skills, as the person phoning you now wants to find out the answer to the query instead of the other way around."
Blaine goes on to advise: "Being enthusiastic and respectful will go a long way in making the conversation a success and both parties satisfied in the outcome."
3. Ending the call:
The conversation is drawing to a close, and everything that has needed to be discussed has been concluded; now comes the time when the goodbyes start.
If you were the caller, always thank the person for taking time out to chat with you. It will show a sense of respect and appreciation. Not something that is easily forgotten.
If you were the person receiving the call, thank the caller for calling as this shows acknowledgment and also that you were not distracted or bothered by the call. It shows the caller that you didn`t mind hearing what he/she had to say.
One final note on ending the call, when hanging up the phone, whether you made the call or received it, make sure not to slam the handset. The sudden sharp "bang" can be hurtful as well as rude. This could leave an everlasting negative impression.
In conclusion, the next time you pick up the handset, or hear the phone ring, think to yourself for a split second, "could this phone call be the start of a fantastic relationship, or could this be the end of an already stable one?" You never want to burn a bridge over the phone, you will never know when it could come back to haunt you. It all starts with you and a bit of phone etiquette... you decide.
Blaine Sinclair - Finance Recruitment Consultant - recruitFIN
RecruitFIN - part of The RecruitGroup
58 Thembi Place
Calderwood Road
Lonehill
Johannesburg
(011) 465 3360
Blaine@recruitfin.co.za
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