rules of communication by phone


  • It is not necessary for a long time to ring
  • Who are you calling your full name
  • Always ask if you call in a timely manner
  • Do not forget the tone of your voice. Smile!
  • Speak clearly and measured, expressing thoughts exactly
  • Hangup

Telephone calls have long been an important business tool and a part of our lives. And it is clear that if you want to impress a clever girl or woman, telephone communication should be polite. And not only with family, friends and good friends, but also strangers - it says modern etiquette. If you observe the basic rules of communication by telephone, courtesy will always be your business card. It will help you to create or reinforce a positive image.

Of course, politeness and need to work. Compliance with the rules of the business is able to talk affect the image of your company in general, and your image business lady in particular. So you should learn how to properly answer the phone if you want to make a successful career in the office or personal business. Business Etiquette on the phone to learn not so difficult: the main thing - remember the basic rules, which is devoted to this article.

A small disclaimer: of course, the sights of our attention will mainly art properly carry on a conversation with business partners, customers, suppliers, superiors, subordinates. But nuance, so to speak, an informal art of communication by telephone, we will not miss. Indeed, during conversations with her friends, relatives, young people may also come across the "pitfalls", which brought up girl should be avoided. So the etiquette of business communication will be complemented by the secrets of informal conversation on the phone.

It is not necessary for a long time to ring

By dialing the number you are interested in, waiting for a response not hold the handset too long. The optimal duration of waiting - no more than five or six rings. If you do not respond within this time, then called the source or moved away or too busy and can not talk right now. In any case, do not forget about politeness, filling the room with endless calls. If you call, you need to answer the call after the second or third call. Such efficiency will help callers to save time and show your good business acumen.

Modern Etiquette implies that rules apply not only during business conversation, but also for informal communication. Even a number of best friend is not worth ten times the gain in five minutes (unless, of course, does not happen something vital). Once the tube is not taken immediately, then for some reason can not do this - you need to be patient. It is best to dial the number in the time or wait for you to call back. And to take up (or receive a call on your mobile) is also better without unnecessary delays. Even if you know that your number is now dialed simply to chat. Etiquette requires all the same two or three calls. And really, why force a person to wait longer?

Who are you calling your full name

The first calls your caller's name, that is the one who answers the call. Picking up the phone, always start with a greeting, and then call your position in the company (or the name of the department in which you work) and your full name. Typically, the company's management decides in advance how the employees should call the company when answering the phone call - a corporate etiquette suggests that it should be short, but full representation of the organization, which would be appropriate to respond to the full range of inbound calls. But when calling within the company is sufficient to mention only your full name.

It is also advisable in the beginning of the conversation to add one or two phrases that would help create the right atmosphere and the other party would have shown your kindness and desire to help. Featureless "Hello" or "Listen! "Inappropriate because it does not give the caller any information - it will be forced to ask about where he was and who is talking to him. Also greeting the caller gives enough time to prepare for the perception of important information for him.

Of course, in this regard, informal communication much easier: at the beginning of the ordinary and not business talk is not necessary to give his last name or position, there is no need to select the first phrase. Etiquette will not be disturbed if you just say, "Hi, this is ..." - the main thing to understand the source, who communicates with him. If you call up an old friend (friend), immediate relatives (eg mother or sister) or a young person - the one who knows you by voice - you can never be provided, but simply exchange greetings.

Yes, etiquette may prescribe more respectful beginning, such as "Hello" or "Good morning" and by name, but only when in real life you are talking the same way. And remember that the sequence of exchanging greetings, characteristic for business communication, educated girl or woman retains even in an informal conversation. If you call, let the person say hello, do not interrupt (even if it's your best friend), and then do greet him and tell him what you want. If you call, say hello, and then let the person to greet you and listen carefully - etiquette is perfectly respected.

 telephone communication

Always ask if you call in a timely manner

If you call, always ask if they have time to listen to your interlocutor. It is not just a courtesy, though it is also very important. If your interlocutor at the moment something is too busy, he will not listen to you very carefully and not be able to fully grasp the information you outlined. As a result, your call will be ineffective. Etiquette and banal logic dictates that it is better not to forget decency and the beginning of the conversation to use such phrases as:

  • Can you give me five (ten or more) minutes? I need to talk to you about ... (briefly explain the essence of the matter).
  • When should I will call you to discuss ...? I need to talk five minutes of your time.
  • If you please call me back as soon as released.

It is especially important to ask the source, whether it is convenient to talk to you if you call on your mobile phone. After all, at this point people can be anywhere, and everywhere he is willing to listen to business offers.

If on the contrary - someone calls you at that time, when you can not talk - now you can ask the interlocutor to call you back. Tell the time most convenient to re-call. Can you promise that the call back themselves. Be sure to apologize for the fact that you can not hear the caller colleague and forced to interrupt the conversation.

Etiquette dictates the rules to take into account not only during business communication, but also in informal conversation. When you dial a number, of course, possible to dispense with the dry semi-official organ, but even her mother, girlfriend or husband (Man) is to ask, is it right to her (him) to talk right now. Especially if you call a person a job. The only exceptions are those situations when you know that your partner is now nothing important is not busy or specially waiting for your call.

If you score, but there is no time to hold a conversation, do not hesitate to say that you are busy, even if the other end is the man to whom you are very near and dear. But remember that the correct contemporary dialogue on the phone - it is also an art, skill and ability not to offend or disappoint. Therefore, even when the informal conversation apologize for the fact that you can not talk, and tell me what redial. But just remember to keep that promise. Or say, when you gain, if for any reason not be able to call themselves. This will not only will keep the etiquette, but also show that respect attention should be paid to you man.

A small addition: If you frequently call up someone, especially not just with my friends, and at work, for business communication, it is advisable to agree on a specific time. If the business partner will know that, for example, you type it at 15:00, he will be able to prepare for the interview. Conversely, if you know what the business is worth waiting for a call, for example, at 11:15, it will give you the opportunity to plan your working day up to that point and after it - this is just the case when etiquette works for you.

And nobody bothers you agree with her friends and arrange a time for a daily ten-minute talk. Know when to take an informal chat on the phone, too comfortable, because every girl and woman is still a lot of household chores and need to have their decision not to coincide with a friendly chat.

Do not forget the tone of your voice. Smile!

If you have never met a man with whom talking on the phone, then the only way to create a good impression about yourself become tone of your voice. Therefore, the tone of voice should be given special attention, because that's how you can create a favorable atmosphere for an important call. During a call, you'll smile, your interlocutor feel invisible to you liking. This will help position it to yourself and your conversation will flow more productively.

And during an informal conversation friendly tone it is also very important. Why is that? Just imagine the situation: you are all well, but with mom or girlfriend, you talk like a dry, cold, lifeless. In this situation, the person on the other side of the wire, or concerned about, and then begin questioning from scratch or offended you. But you yourself understand perfectly well that the heart of people with close friendly chat even more important than with business partners during a business conversation.

Naturally, informal conversation are acceptable not only smile but laugh, jokes, jokes. But, having fun, do not forget that it is still necessary to comply with etiquette and not to interrupt the interlocutor, even if it is the best friend, and you just had a very funny pun in response to some of its expression. Otherwise, the jokes can end insults and accusations.

 the art of communication by phone

Speak clearly and measured, expressing thoughts exactly

The aim of the business call must be mutual understanding, rather than a desire to lead counter-argument for each speaker. Give the caller enough time to learn your thoughts, but do not tighten the conversation, so as not to lose his focus. Consider in advance the upcoming conversation to convey the essence of the problem as accurately as possible, avoiding lengthy and wordy arguments.

While you conduct business talk on the phone, pace of speech should be almost half that of an ordinary conversation. This is mainly due to the fact that you are listening to a person is limited in the ability to use for the perception of other senses besides hearing. When visual contact contribute to a better understanding of gestures, facial expressions and other means of nonverbal communication, while during a call the other person hears your voice only. So try to speak a little more slowly than usual, clearly pronouncing words and short sentences eating. Speak briefly and clearly.

You can easily determine the optimal pace of the conversation, if at the beginning of a call, you listen to what your partner says. If you want to reach an understanding, it would be better if you adjust it under his rate of speech. If the person speaks slowly, then he will not have time to keep track of your thought, listening to the "hundred words per minute." And if the other person talks fast, maybe he takes the time and slow, interleaving frequent pauses it will irritate him. It is unlikely that he ever wants to talk to you again.

All these rules are important not only for business communication - they find their application in an informal conversation. Even if you are telling the latest news best girlfriend, do not mumble or chattering - etiquette calls for you to respect the interlocutors, to give them time to think, to imagine, to say. Remember that the art of communication by phone is to tell and, and hear, and receive and give moral satisfaction from a conversation with a polite man.


Hang up only when you're sure that the source is causing you said everything that he needed. Cancel interlocutor in mid-sentence and hang up would be too rude to you. At the end is worth briefly summarize the conversation to be sure that your partner hear everything you said and what you yourself have understood everything he told you. This will help to avoid possible misunderstandings.

If the conversation has turned out longer than you expected, after its termination did not apologize, and thank interlocutor for what he has given you his time. Thus you will show that you respect his working hours, and you do not have to finish talking apologetically. Both sides will be pleased if you kindly say goodbye, wishing each other good luck or good day. Such a wish will politely to finish an important telephone call.

The rules of business communication are reflected in the informal occasions. Concluding the conversation with a dear person to your heart, you can not say "yet" - and just hang up. It is necessary to wait for his answer, even if in a hurry. In principle, etiquette educated women means that the same rule you follow in the case of a friend or relative. And, of course, if the person on the other side of the first tube tells you: "Good-bye" - always politely say goodbye to him. It is clear that if you do not, you can simply take offense. And the closer you perceive people, the deeper will be hurt. Remember that proper and modern communication by telephone - is an art that requires the consideration for the feelings of the interlocutors.

 Rules of communication by phone legitimate business and everyday etiquette

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