A business telephone conversation ends with the one who. stages of preparation for telephone conversations

Successful negotiations directly affect the number of successful transactions and satisfied customers in offline and online business. After all, have you met such masters of telephone etiquette in business communication, who in a few seconds can win over a person and influence his decision, regardless of the distance?

Of course, such techniques should be constantly learned, but basic rules for conducting a business telephone conversation everyone who uses the phone for business needs to know.

Important business phone etiquette for outgoing calls

If you think you got the wrong number, don't ask stupid questions like "what's your number?" or “Is this such and such…?”. It is better to check the number yourself and call back.
Don't forget to introduce yourself . For example, in response to a greeting on the other end of the wire, you must respond in the form of “welcome words, your company name, position and last name. And only then move on to the purpose of the conversation.
As for the purpose of the conversation, then it is advisable to plan it clearly in advance . You can use a graphical, textual or schematic conversation plan. You should see your tasks and during the conversation mark their completion, resolution or problems that have arisen, which is also important.
Don't drag out the conversation. The average time should be no more than 3 minutes. If you can't meet this gap, you may have poorly thought out the conversation plan or the problem requires a personal meeting.
Never make calls in the early morning, at lunchtime, or at the end of the work day.
If your telephone business conversation is interrupted due to disconnection, you should call back because they called first.
If your call was not previously scheduled, and you are calling with an unexpected question, then according to the rules of a business telephone conversation you need to ask if the partner has time to answer, and indicate the approximate time for your issue to be resolved. For example - "Hello, I'm such and such, I'm calling on such and such a question, it will take about ... minutes, do you have free time now?" If not, arrange another call or meeting.
After the conversation, do not forget to thank for the call or new information. Such a simple feature of a business telephone conversation makes the conversation complete and suggests further cooperation.

Telephone etiquette rules for incoming calls

Answer the phone call within 3 rings - so says the etiquette of a business telephone conversation.
All materials must be at hand , and before you should lie the general plan of the conversation with foreseen deviations. This will help to avoid unnecessary stress in the workplace and increase your competence in the eyes of customers and superiors.
Avoid parallel communication . If you receive multiple calls, take them one at a time. Believe me, you will save your time and show interest in the other person's offer.
If the interlocutor expresses a negative opinion about your company, product or work - try to understand and take some responsibility for yourself. This will increase the trust on the part of the partner and possibly return your client.
Use an auto-responder for non-business hours or with a large flow of calls. In the message, write down useful information for all clients, as well as the possibility of a call back at a convenient working time.

The main mistakes of a telephone business conversation - how to avoid them?

Incorrect diction or careless pronunciation makes understanding between two people difficult. Business telephone etiquette involves competent, legible and unhurried speech.
extraneous noise may be unpleasant to the interlocutor, who finds it difficult to imagine not only you, but also the environment. In this case, he may think about the lack of confidentiality of information, inattention to his problem, or negative feedback about your company from competitors. It is not necessary to portray "ebricious activity" - a rather attentive and respectful attitude to the partner's questions.
Excessive emotionality speaks of your unprofessionalism, and your mood may be misunderstood on the other end of the line. It is enough to answer with a slight enthusiasm in your voice, preferably with a smile. Be sure to let us know that you are listening carefully using "I understand, yes, great, I agree." If you do not understand, ask again “Did I understand you correctly?”, repeating the words of the client. The basic rule of telephone etiquette is calmness and a sincere desire to help in the answering voice.

How to talk on the phone during business communication.

Business communication is impossible to imagine without telephone conversations. Partners, officials, customers find out most of the questions using the phone. The same is true for business contacts.
How to use the possibilities of telephone communication effectively and competently, so that precious time is not wasted and business contacts are increased? Knowledge of telephone etiquette will help to create the image of a person who knows the specifics of his work in a business environment.

Telephone etiquette or basic rules of behavior during a telephone conversation: a list

If you, by occupation, call on behalf of a company or organization that receives incoming calls or forwards customer calls to other persons, then you definitely need to familiarize yourself with the basic rules of telephone etiquette. This will help you establish yourself in a professional environment as a competent specialist, as well as among clients.

The norms of telephone etiquette dictate their terms to modern companies that systematically care about their reputation. Knowledge of telephone etiquette is one of them.

Which of the company's employees should know by heart and put into practice the rules of telephone etiquette:

the person who receives incoming calls
person who calls on behalf of the organization
who receives customer calls forwarded to him

What does it mean to follow the rules of telephone etiquette:

When talking on the phone, it is important to maintain an even intonation of your own voice and not give vent to emotions. Since during a telephone conversation one of the three channels that allow people to communicate is activated (they include “sign language”, intonation and words), the interlocutor, losing one of the channels, begins to perceive the meaning of the message in a somewhat abbreviated form.
The meaning of what was said over the phone is conveyed as follows: the absence of "sign language" leads to the fact that the remaining two channels (intonation and words) account for 100% of the meaning of what was said, more precisely, 86% is allocated to intonation, and only 14% to words.
The voice of the interlocutor conveys the emotional coloring of the message. The interlocutor develops his own impression of who called him. Therefore, by communicating any information to the interlocutor by phone, you can not only influence its initial perception, but also be able to create a mood for the interlocutor.

Try to convey your energy and enthusiasm with intonation

Smiling during telephone conversations is also necessary. You should not think that, deprived of the opportunity to see you, the interlocutor will be able to catch the confidential notes you need and a positive attitude in the absence of a smile. Try to convey your enthusiasm with intonation.
When talking on the phone, do not fall apart in a chair, do not stretch your legs on the table. In a semi-recumbent or semi-sitting position, the angle of the diaphragm shifts, which changes the timbre of the voice. At the other end of the wire, they will definitely guess that at that moment you are lying. The only thing that you can convey to a client or an employee of another organization with the help of a phone call in this way is your disinterest and complete indifference.
When answering a phone call, remember to greet the caller. However, for different times of the day, use the appropriate greeting: “Good morning! Good afternoon Good evening!".
When you greet the person who dialed your organization's phone number, you show how important this call is to you and that you enjoy the conversation, no matter what information you hear. But even if your personal attitude towards the person from whom you need to find out some information over the phone has a negative connotation, then on the other end of the wire they should not guess about it.

Don't let your emotions run wild on the phone

There is a category of people who, picking up the phone, say invariably and without any intonation "Hello!", "Yes!", "I'm listening!", "Company (name)!", "At the machine!". You should not be likened to such "telephone dinosaurs", because the caller after such a "greeting" is unlikely to express a desire to continue the conversation. Most likely, he will also dryly report the necessary information and end the conversation.

A telephone conversation after the greeting includes the name of the organization. When receiving outside calls, remember to give the full name of the firm or institution you work for.

There are two options for an official greeting, which are carried out over the phone:

Option 1: with a minimal approach.

The caller greets the caller and names the organization. An example of such a greeting: “Good evening! The editors of the magazine "Rocket".

Option 2: with the maximum approach.

This option implies a greeting, the name of the organization, the name of the person who answers the call. An example of such a greeting: “Good morning! The editors of the magazine "Rocket", Nadezhda Viktorovna is listening!

Whichever option you like best, use that one. Both options help create the impression of a professional person answering the phone. The caller will have the same opinion about the organization.

Answer an incoming call after the 2nd or 3rd ring

One of the main laws of business telephone communication is that you need to answer an incoming call after the 2nd or 3rd ring. The “telephone” personnel who are responsible for answering telephone calls (telephone operators, company secretaries, hotline workers) learn this rule as the most important thing.
Why is it not recommended to pick up the phone after the first ring? Everything is explained very simply: the caller may think that the employee of the organization was bored before, not knowing what to do, waiting for the next call. In the few seconds that you have before the second or third call, you will be distracted from the business that you were busy with before and completely focus on the incoming call.
Answering incoming calls after the 4th or even 5th ring is not recommended for the simple reason that the caller may become impatient while waiting for an answer on the phone. During this short period of time, the caller will have time to form a "certain" opinion regarding the company's interest in customers and the ability to quickly respond to their needs and problems.

Answering incoming calls after the 4th or even 5th ring is not recommended

Who should introduce themselves on the phone first?

Having dialed the phone number you need, do not repeat the mistakes of those who start the conversation with the phrase: "You are worried about (name of organization)" or "You are worried about the issue." This is how insecure people or those who want to appear polite begin a telephone conversation. Why are these phrases unsuccessful? If you “disturb (disturb)” the person on the other end of the wire, then from the very first minutes of the conversation he has a negative attitude towards the caller and the call itself.
This will automatically cause a feeling of anxiety, and thereby, as if you yourself give a reason to treat your call as unwanted, which only distracts you from important matters.
Do not create uncomfortable moments for yourself and the interlocutor with phrases that sound like "I have to disturb you and violate your comfort, because I need to clarify some questions."

With what phrase to start a conversation? Say hello and introduce yourself. For example, it might sound like this: “Good afternoon! Gennady Pavlovich is calling you from the printing house.”

Who should introduce themselves on the phone first

Video: Business phone etiquette

How to properly introduce yourself on the phone when making an outgoing call in a company, office, home call?

When making an outgoing call, be sure to ask if your interlocutor can talk to you. After all, he can have his own to-do list or plan meetings, meetings. Most likely, before picking up the phone, he was busy with something and you tore him away from this activity. Keep this in mind when making a call to a mobile phone.
After you've introduced yourself, don't rush to jump right into the question that prompted you to call him. Find out if the interlocutor has time to listen to you, and only if the answer is yes, get down to business. So you show that you value his time and position yourself in the eyes of the interlocutor as a professional. This cannot but inspire respect for you and the organization you represent.

Option 1: Introduce yourself first. After that, ask the interlocutor if he has time to listen to you, while voicing the purpose of the call.

Option 2: Introduce yourself, name the purpose of the call, and only after that ask if the interlocutor will be able to devote time to you.

How to greet a client on the phone during a business conversation?

If you are not the initiator of the conversation:

"Art Center Leonardo, good evening, administrator Olga, I'm listening to you."
If you consider such a phrase too long, then you can limit yourself to an abbreviated greeting: “Leonardo Art Center, good evening!”.
Very often you can hear such a greeting: "Hello!". However, it is permissible to say hello in a personal meeting, and in business communication such free phrases are unacceptable.

If you are the caller:

Introduce yourself, state your organization or company name, and ask if your interlocutor has time to

Video: Correctly introduce ourselves to the client on the phone

How to use the phone correctly: telephone etiquette phrases

The following phrases will be the key to proper business communication over the phone:

If it's not hard for you
Thank you for your time
Do you have time to wait for a response? Will I need to contact the supply department?
I will verify this information and call you back.
Thank you for taking the time out of your schedule for this conversation.
Thank you for taking the time to talk despite your busy schedule.

The following questions will help you clarify your information:

Can you hear me well?
Sorry, I didn't hear. Please repeat.

Phrases of phone etiquette

How to end a business call?

End the conversation with a standard question that requires a clear answer:

So, are we in agreement on this issue?
May I take it that we have reached an agreement on this matter?
As I understand you (in this matter), can we count on your support?

How to answer phone calls in the office and at home?

Video: How to answer a phone call?

In the modern world, the telephone has become such a familiar means of communication that many do not even think about whether they use it correctly for business communication. Phone call- this is a way of communication that allows you to solve many issues as quickly as possible, without requiring a personal meeting of the interlocutors. Proper use of the phone allows you to achieve a favorable microclimate both between employees within the company and in negotiations with customers. From this article you will learn how to communicate with a client on the phone, what are the rules for business negotiations over the phone and how to achieve maximum efficiency from the very first call to the company.

1. Greeting the interlocutor

So, the long-awaited phone call came. You don't need to immediately rush to the phone, as this can give the impression that the company has no other business than answering calls. It is customary to endure 2-3 beeps, but you should not delay the answer either, otherwise the caller will start to get nervous and the effectiveness of the upcoming communication will drop sharply.

Pick up the phone to greet the interlocutor. Many organizations use this greeting scheme:

Depending on the time when the call comes in, they say: "Good morning!", "Good afternoon!", "Good evening!";
- further, pronounce the name of the organization;
- and then they introduce themselves, naming their name (sometimes, also their position).

Such a beginning of a telephone conversation helps the caller to get the maximum information in just a few seconds. A person, having heard such a greeting, will feel more comfortable, which will affect the effectiveness of the conversation. It is always a pleasure to deal with competent and educated people. From the point of view of psychology, such a greeting scheme allows the interlocutor to get comfortable and feel psychologically safe.

2. During a conversation - smile

The interlocutor cannot see what you are doing, so the slightest irritation or dislike will be immediately felt by ear. When communicating on the phone, almost 90% of the information a person perceives due to the intonation with which you are talking. The remaining 10% convey the meaning of the conversation directly in words.

When talking, do not take a reclining position on a chair, this will immediately affect the timbre of your voice. Thus, you will only aggravate the situation by showing your disrespect and indifference to the caller. With a smile and interest in your voice, you will not only win over the interlocutor, but also create a favorable impression of your entire company as a whole.

3. Respect your interlocutor

If a long conversation is expected, ask if it is convenient for the person to talk now. If necessary, offer to reschedule the conversation to a more convenient time. Communication on the phone for some people is a kind of stress, since he does not see the second participant in the conversation and cannot accurately assess his attitude towards himself. It only focuses on your voice and intonation.

4. Do not get distracted by extraneous topics

During a business conversation, do not jump to abstract topics. Leave questions about the weather, the war in Iraq, the solar eclipse for conversations with your friends and loved ones. Keep your thoughts short and to the point. By doing this, you show your interlocutor your professionalism and business spirit.

5. Typical phrases.

Don't use phrases like: “Are you worried ...”, “It's okay if I disturb you ...”, “Wait a minute!”. With such phrases, you provoke your interlocutor to really start to get nervous and worried. Try to explain to the person why he should wait a while before you can give him an answer to his question. After that, politely thank you for waiting and continue the conversation.

6. Ask clarifying questions

After listening carefully to the client, do not hesitate to ask clarifying questions. You must make sure that you understand your interlocutor correctly. It is a mistake to assume that by asking again, a person shows his incompetence and unprofessionalism. On the contrary, by asking counter questions, you let the person know that you have listened carefully and do not want to miss important details.

7. Do not interrupt the interlocutor

Even if you are sure that your interlocutor has digressed from the topic and started to lead the conversation in the wrong direction, in no case do not interrupt it. Let the person finish, and then politely remind them of the essence of your conversation.

8. Do not put the phone on the table during a call

If you have a need to interrupt the conversation, the best way to do this is to use the special function "Hold" ("Hold"), or "Mute" ("Mute the microphone"). Now almost every telephone is endowed with such buttons. This is necessary in order not to embarrass the caller with their extraneous conversations. In addition, he may hear extra information that he should not know.

When using the hold function when talking on the phone, it is worth remembering that this should take less than one minute. If you know in advance that you need more time to resolve the issue, for example, move to the next office or make a parallel call, it would be best to offer to reschedule the conversation. Politely explain to the person that you will contact him as soon as you receive the necessary information.

9. Don't hang up immediately

If your company is called by a person who needs to contact a specific employee, but this employee is not at the workplace, do not hang up immediately. Inform that the person of interest to him is currently absent. Be sure to offer your help. You may be able to help with a number of issues. But, when a client categorically refuses your help, ask him to leave contact details or information that you can pass on to your colleague when he returns.

10. Don't switch to parallel calls

While talking on the phone, do not be distracted by other calls. First you need to end the current conversation, and only then move on to the next one. Jumping from one call to another will only show your disorganization and inability to prioritize.

11. Don't do other things

Many people think that if the interlocutor does not see them, then you can combine several things at the same time. For example, drinking coffee or eating a sandwich. This is unacceptable and will certainly be noticed by your interlocutor. The sounds of chewing food or sipping a cigarette are always clearly audible during a telephone conversation, and listening to this is extremely unpleasant.

12. Say goodbye to the interlocutor

Most people end a phone call by simply hanging up without saying goodbye. This is absolutely inappropriate, especially at the time of business communication on the phone. Before you end the conversation, ask if there is anything else you can do to help. And only after a negative answer, hang up, saying: "Goodbye!". It is important that the conversation ends in a positive way.

Telephone etiquette rules not taken from the ceiling. This is the result of numerous psychological studies, practical experience and analysis of many telephone conversations.

70% of business communications are carried out by telephone, which means that the success of the whole business depends on compliance with the rules of business telephone communication etiquette. Of course, interlocutors are different. The surest thing in any situation is to keep your own style of a polite person who is armed with the rules of etiquette in any case.

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Being polite on the phone is the key to a successful conversation. Never forget the rules of telephone etiquette. You are mistaken if you think that a telephone conversation does not matter. Compliance with the rules of telephone etiquette contributes to the development of a constructive dialogue between the interlocutors, allows you to direct relations in the right direction long before the scheduled meeting. In our article we will talk in detail about why, to whom and how to use the rules of telephone etiquette.

Why are telephone etiquette necessary?

Proper telephone conversation is a complex and important form of communication. Your interlocutor cannot see your eyes, face, facial expressions, posture and gestures. He only hears your voice. Even though you don't know that either. Maybe he's just pretending to listen to you. And he himself watches his favorite TV series, makes a sandwich and, listlessly humming in response, waits for you to finish your monologue. Studying the rules of telephone etiquette will help you to always be an interesting conversationalist, keep the conversation concise and understandable, without wasting too much time, end the conversation with a positive result . This is especially important for a business conversation, when frequent mistakes reduce its effectiveness.

The interlocutor does not see your clothes, facial expressions, gestures, or any other non-verbal aspects that help to suggest the nature of communication. However, a well-chosen pause, its duration, or the right intonation will help turn the dialogue in the right direction.

Telephone communication dictates its own terms and rules of communication. It is the knowledge and observance of the rules of conducting a telephone conversation - etiquette that distinguishes a professional. Business communication does not take anything for granted. Your partner should not guess what you meant. The success of negotiations very often depends on the correctness of the conversation and clarity of presentation. The lack of a greeting or a respectful treatment can turn potential partners away from you for a long time. A frivolous attitude to a business conversation can give rise to the same attitude towards you as a business partner. Knowing the elementary rules of telephone etiquette is essential for a successful person.

Telephone etiquette and its basic rules that are not related to the conversation

Nowadays, few people imagine their life without a mobile phone. It has become a part of our life. Convenient and important part of it. In order for mobile devices not to interfere, but to help your life, you need to know and follow the rules of telephone etiquette. Consider some of the most relevant to mobile phones.

Being in a public place, set your mobile phone to a specific mode. Business calls can also be made as usual. Reduce the volume to a minimum during a meeting or an important conversation. When you go to a library, cinema, museum, or exhibition, mute your phone so you can enjoy the art without disturbing other visitors. Also, turn down the ringer volume when visiting a restaurant or coffee shop. You can use vibration mode.

Mobile etiquette recommends turning on the silent button set if you're in a public place. By typing the text of the message and accompanying each letter with a sound signal, you can irritate the people around you, giving rise to their negative attitude towards you.

Don't put your cell phone down phone on the table if you came to a restaurant or cafe. The call will be perfectly audible if the phone is put in a pocket or bag. But this rule of telephone etiquette does not apply at all to sports bars, where it is very noisy.

Being driving a car, you can only use the mobile phone with the headset (hands-free). But it's still very distracting from the road. You should not talk on the phone while driving a car, this will lead to at least a fine, but I don’t want to remind you of other consequences.

Etiquette rules prohibit the use of ringtones containing obscene words or swearing, offensive expressions, statements that are offensive to a certain group of people.

Silent mode mobile phone is specially designed to mute the ringer at the right moments. These are business negotiations, meetings, visiting a library, cinema or exhibition, etc. When answering a call is important to you and cannot be put off, apologize to your colleagues and go out to talk. If you know in advance about a possible important call, warn about it even before the meeting or negotiations begin.

turn off mobile required during an airplane flight or hospital visit to avoid its effect on the equipment. Rules of etiquette recommend that you turn off the sound of the phone before the start of a performance or movie. Cell phones must also be turned off in church. You need to turn off your mobile phone wherever there are signs with such a request. If you need an urgent call, you just need to leave the restricted zone.

going to talk on a cell phone move away from people nearby. In order not to disturb them with your conversation, walk about five meters to the side or call the interlocutor later. You should not talk on a mobile phone while in a crowd of people. An underpass, a tunnel, or a crowded vehicle is no place for a business conversation or idle chatter. If the call is important to you, then pick up the phone and say that you will call back later. Think about the fact that people around you can be annoyed by a long-playing ringtone. The best way out of the situation is to send an SMS message explaining the reason and promising to call back.

If the environment allows you to talk on the phone, then try to do it as quietly and calmly as possible, without attracting the attention of other people.

According to the rules of telephone etiquette, SMS messages can be sent at any time of the day. If the subscriber does not want to hear them, he will turn off the sound of notifications. He will read them as soon as possible.

Rules of telephone etiquette categorically forbid view the content of SMS messages and call logs in other people's phones. This rule applies to everyone, including the closest people. This is considered bad manners.

You should not use another person's phone unless they have given you permission to do so. Also, do not give someone else's cell phone number without consulting with its owner. This can make him irritated and negative towards you.

Basic rules of business telephone etiquette

hello

The first rule of business telephone etiquette is the obligatory greeting of the interlocutor. It seems to be a common truth, and no one needs to be taught this, but statistics on verbal business communication show that more than 55% of telephone conversations remain without a greeting. According to the advice of psychologists, it is better to say “Good afternoon” at the beginning of a conversation than “Hello”, because the second word is difficult to perceive due to the large number of consonants. It is also better to avoid good morning or good evening wishes, as negotiations take place during the working day.

Have writing tools

Always be ready to write something down. The presence of note paper and a pencil is the second rule of telephone etiquette.

Don't juggle things

While on the phone, try not to get distracted by other things. The third rule of telephone etiquette categorically prohibits combining food and business conversation over the phone. It's disrespectful to say the least. Your interlocutor may think that you are as careless about business as you are about a telephone conversation with him.

Politeness

Polite and courteous conversation is the fourth rule of business telephone etiquette. Screams and irritation during a telephone conversation are strictly prohibited, especially if it is a business conversation. Insults and swearing are unacceptable in interpersonal and business communication, in any form.

If someone came

The rules of telephone etiquette recommend that you correctly end the conversation immediately when a client comes to you or guests come to your house. Apologize, briefly state the reason for interrupting the conversation and agree on a second call. Such behavior will endear you to both the visitor and the telephone interlocutor. If you are at home, then tell him that you are sorry, but since a guest has come to you, you will call back tomorrow morning. If you are in the office, then also apologize, but since the client came to you, you will call back in an hour. And never forget to keep your promises.

If the connection is broken

The rules of telephone etiquette stipulate that in the event of an unexpected interruption in communication, the initiator of the call should call back. If during a conversation between an employee of the company and a client or customer, the connection is interrupted, then the representative of the company calls back.

Right Voice

The rules of telephone etiquette state that it is the first words and the sound of your voice that determine the further style of communication. Facial expressions and gestures do not accompany a telephone conversation. Only the ability to politely and competently express your thoughts will help you make a favorable impression on the interlocutor. In a telephone conversation, your voice replaces everything - both appearance and temperament.

Start the conversation with calm phrases. Do not immediately cover the interlocutor with a waterfall of information. Try setting it up for a conversation first. When changing intonation, try to highlight the most important words. Communicate information in short messages so that one sentence contains one thought. But there is no need to replay, portraying a deep and velvety voice. Falsehood is heard immediately. You can simply adapt to the interlocutor, using his rhythm and pace of conversation. Such conformity will flatter him. Posture, facial expression, posture - it all determines your voice. It is necessary to tune in to the conversation both literally and figuratively. Polite, concise, calm speech and competent posing of questions is the key to successful telephone conversations. And no cigarettes in your mouth, chewing gum, lollipops, tea during a telephone conversation. Try to keep it quiet around, and nothing interferes with the goal of the conversation.

Active listening technique

Business telephone etiquette emphasizes the importance of active listening. The interlocutor should feel that you are listening carefully to him. Support his speech with the words “yes”, “clear”, etc. Keep the conversation under control, not allowing the interlocutor to stray from the topic and drag out the conversation. Try to answer a question with a question, thereby leading the interlocutor to a personal meeting.

Abstract

Intonation

It is a well-known fact that three channels are involved in the transmission of information - body language, intonation and words. In personal communication, sign language takes center stage. However, during a telephone conversation, this channel disappears, and the main role is played by the intonation with which the message is transmitted. The rules of telephone etiquette urge you to carefully monitor your intonation, especially when conducting business negotiations over the phone.

The positive intonation of your voice allows you to favorably set the interlocutor to conduct a conversation, creates his mood, and you a good reputation. With the help of intonation, charge the interlocutor with your smile, energy and enthusiasm.

Pose

The rules of telephone etiquette do not advise you to fall apart in an armchair or put your feet on the table during telephone conversations. While in this position, you change the angle of the diaphragm, which causes a change in the timbre of the voice, making it indifferent and disinterested. Do not allow this, because the interlocutor will immediately understand that you do not need this conversation.

Speech rate

If your interlocutor is slow, then you try not to rush, giving him information. From the fact that you speak faster, he will not think faster. Just the opposite. Not keeping up with the speed of obtaining information, the train of thought is lost, and the person eventually becomes completely confused.

Another case is if the interlocutor quickly grasps and analyzes information. His speech is short, and the decision does not require much thought. In this case, your slowness and slowness can annoy him, he needs action. When communicating with this type of person, speed up your speech, but carefully control everything so as not to look ridiculous.

listen to yourself

Try saying "Hello" in a few different ways. Record on a voice recorder. Listen to everything. Choose the most appropriate option that you think is inviting and sounds positive.

Choose synonyms for the word "Hello". For example, "yes" or "I'm listening." And now record with them. All this will help you hear your voice from the outside and choose the most successful version of timbre and intonation. Do this exercise until you achieve the desired effect. Remember it and try to always stick to it later.

By observing your own negotiation, you will realize that many problems disappear by themselves as soon as you begin to adhere to the rules of telephone etiquette. Observance of the simplest truths can win over people, help you achieve results and avoid unpleasant consequences.

Taking into account these simple rules of telephone etiquette, you will be able to establish yourself as a correct, competent person and a stable business partner.

Brevity

Do not delay telephone conversations. The call should be short and clear. The rules of business telephone etiquette provide for the duration of a business conversation for about five minutes. If the issue requires a long discussion, then it is better to arrange a personal meeting.

When calling, first ask if it is convenient for the interlocutor to talk at the moment, and if not, then apologize and specify when to call you back.

Right Priorities

Telephone etiquette teaches you to prioritize. If you are unable to answer incoming calls, then turn off your phone or entrust answers to the secretary. During personal communication with a client or visitor, you should not talk on the phone for a long time. Briefly communicate that you will call back later and specify when it is most convenient to do this. If you need to call in front of the visitor, apologize to him and make the call as short as possible.

Don't talk in noisy places

The rules of telephone etiquette do not recommend conducting business conversations on the phone, being among a large number of people, in public places, cinemas or transport. The noisy environment around to a minimum reduces the effectiveness of such a conversation, interfering with the correct perception of information.

Who ends the conversation

The rules of telephone etiquette stipulate that the conversation on equal terms should be completed by the one who started it. If the conversation takes place with a higher management, then only on his initiative the conversation stops. The woman has the same privilege. Realizing that the conversation has dragged on, and you will not hear anything new, try to restrain your impatience. Try to correctly end the conversation, for example, with the phrase: “Thank you for your time and successful discussion of issues.” Politeness will form a positive opinion about you.

What to do with an annoying interlocutor

When communicating with an annoying interlocutor, the rules of telephone etiquette recommend not wasting your time on him and correctly explaining that you are unable to continue the conversation further.

The rules of telephone etiquette advise you to prepare in advance for all important conversations. Make a list of questions to discuss so you don't miss anything and don't call back several times for the same reason. This makes a negative impression.
The rules of telephone etiquette consider calls to the interlocutor's home or personal phone to discuss business issues with him a sign of bad taste. Even the fact that he himself gave you these numbers is not a reason to solve cases after hours. Successful businessmen should have time to discuss such issues during the day. Of course, there are exceptions to any rule. If you have just such a case, and you have previously agreed on a call, then choose a time no earlier than eight in the morning and no later than eleven in the evening.
The rules of telephone etiquette recommend composing a message in advance if you want to send it through an intermediary or an answering machine. This will enable you to compose the text more capaciously and correctly.
Try to find out in advance from the interlocutor when it will be convenient for you to call him. When you get through, check again if he can now devote time to you. The rules of telephone etiquette do not advise you to wait a long time for an answer to your call, 5-6 beeps will be enough. Always be ready to join the conversation if you do not call yourself, but instructed the secretary.
According to the rules of telephone etiquette, calls made before eight in the morning and after nine in the evening are considered unacceptable. And on a day off, you should not disturb anyone until eleven o'clock in the morning. But if you have to conduct business negotiations at such an early time, then you should not show your irritation, it is possible that this news cannot be postponed. Otherwise, hint to the interlocutor that you should not call you at such a time.

What to consider the rules of business telephone conversation etiquette if you call

introduce yourself

Always state your name. Even despite the absolute certainty that you were recognized. The rules of telephone etiquette do not recommend the use of phrases like "you are bothered", etc. - this puts you in a bad light. It will be correct to first introduce yourself, giving your name, and, if necessary, position, and proceed to discuss the issues outlined.

Find out if you're talking to the right person

Before starting a conversation, you should make sure that the one you need is on the other end of the wire. If you do not know for sure that the interlocutor you need picked up the phone, ask to invite him to the phone as follows: “Can I hear Nikolai Petrovich?” or "Please invite Maria to the phone." You should not guess who exactly answered the phone, listing all the familiar names, for example: “Hello, is this Masha? No? Glasha? etc. You will look ridiculous and ridiculous. And you are unlikely to give the impression of a successful person with whom you can conduct common business. Just at the very beginning of the conversation, briefly ask, for example: “Vadim Petrovich?”. If this is the person you need, then say hello, introduce yourself and get down to business.

Don't find out who's on the phone

It is not recommended to find out who picked up the phone by asking: "Who is this?". If you have doubts about the correct dialing of the number, check whether you got through: “Hello! Is this the Phoenix Company? etc. If you find out that the number is dialed incorrectly, try not to call back several times, but simply find the correct number, for example, on the website of the desired company.

What to do if the right person is not there

Specify when it is more convenient to call back if the person you need is not at the place.

How to leave a message on the answering machine

When thinking over the text of the message for the autoresponder, do not forget the order: first, greet, introduce yourself, specify the date and time, then briefly state the question and ask if possible to contact you, and at the end, say goodbye.

At the start of a conversation

The rules of telephone etiquette advise at the very beginning of a conversation to always clarify whether it is convenient for your interlocutor to give you time at the moment. An untimely call can ruin a million dollar deal. If your interlocutor is busy with something more important to him, then all your suggestions will be ignored. Without delving into the little things, it is easier for him to refuse you than to be distracted from what he is doing. By calling at a more convenient moment, you could easily persuade him to make a deal, giving serious arguments, but now his thoughts are completely different, and your plans are thwarted.

save time

The rules of telephone etiquette advise you to explain the subject of the call for no longer than one minute. It makes no sense for ten minutes to develop the topic of why you decided to call. Speak clearly and specifically so as not to waste time from the interlocutor.

Don't Apologize, But Be Thankful

Don't apologize for taking up the other person's time, even if you feel like you're taking up a lot of their time. Your apologies will not do you any good, because the interlocutor will think that:

wasted time talking to you;
you are not confident enough in your abilities;
you don't value your time.

The rules of telephone etiquette advise replacing apologies with gratitude. Simply thank the other person for making time for you by saying, “Thank you for your time.”

What are the rules of telephone etiquette if they call you

When to pick up the phone

Try to answer the call immediately, before about the fifth ring. Telephone etiquette recommends answering the third ring. The first is needed to postpone things. The second is to tune in. The third is to smile and pick up the phone. This is what demonstrates a respectful attitude towards the client and the corporate ethics of the company. Failure to comply with business etiquette indicates a low level of corporate ethics in the company.

Do not immediately grab the phone. Put things aside, tune in, smile and pick up the phone.

How to answer

The rules of telephone etiquette strongly recommend not to use the words “Hello”, “Yes”, etc. in a business setting. When you pick up the phone, you should say the name of the company you represent. For example: “Company Triumph, hello!”. We advise you to think in advance of a greeting related to the specifics of your company. It is not necessary to give your first and last name, it is enough to indicate your position or department of the company. The main thing is that it becomes clear to the interlocutor which company he called and who is talking to him. And you don't need to find out who is calling if your colleague is asked.

If there is no time

The rules of telephone etiquette consider it unacceptable to pick up the phone and, saying: “Wait a second,” make you wait for the caller until you are free. It is much more appropriate to say that you are busy at the moment and will call back later or name a time when it will be more convenient for you to talk.

While in a business meeting or meeting, mute your phone, giving priority to live communication. When finished, you can call back.

If another person is asked

If you are asked to invite another person to the phone, answer, for example, like this: "Wait a second, I'm passing the phone to him." In turn, the one who is invited to the phone should thank for this.

If he's not there

If you cannot invite an employee to the phone due to his absence, be sure to offer to call back after some time. For example: "Please call back in 15 minutes."

When you are already talking to someone

The rules of telephone etiquette advise against picking up two phones at the same time, so as not to make one of the interlocutors wait while you talk to the other. You need to pick up the phone, apologize, and briefly explain the situation, offer to call back later. Or apologize to the first interlocutor, and after completing the first conversation, start the next one.

If outsiders are around

What are the rules of telephone etiquette for the secretary

Always introduce yourself when you answer the phone. The interlocutor must know who is answering him. Introduce yourself and greet him. State the name of the company you represent.
Always keep your emotions under control, especially negative ones. The person needs to hear that you are interested in his call and are friendly. Conduct conversation politely, correctly and with a smile.
When answering a call, try to take the phone in your left hand. This will help, without changing hands, to make the necessary notes. Place note paper and a pencil or pen next to your phone. You can not interrupt the conversation in search of them.
Priority for calls addressed to management. The rules of telephone etiquette do not recommend leaving a client calling management on the line. You should always be aware of whether your boss is in place. It is unacceptable to first connect the client, and later, having found out that the director is absent, tell them to call back later.
According to the rules of telephone etiquette, the secretary needs to ask: “How to introduce you?”. The client must answer by stating his first and last name. After that, the secretary connects and holds the line until the director picks up the phone, returning to the client every 30 seconds.
In the absence of guidance, all call data must be recorded by the assistant secretary. Records should contain information about who called, at what time, for what reason, to whom and when to call back. Subsequently, all information is reported to the head.
To avoid mistakes, the rules of telephone etiquette advise you to immediately check them with the dictating person when recording data.
There are many small issues that can be resolved and not at the management level. An experienced secretary-referent competently and correctly regulates telephone calls to management, if possible distributing them to other specialists.
The rules of telephone etiquette oblige the assistant secretary to give the most complete information about the manager’s reception schedule, his ability to receive a call, and, if necessary, report the planned time of the call.
Each institution may have a range of information that is not reported over the phone. In this case, the assistant secretary recommends that the subscriber contact the manager in writing or in person.
The rules of telephone etiquette recommend keeping a short, tactful style in a business conversation. The conversation should be complete and clear, not allowing any other interpretation.
With a parallel call, the secretary must apologize to the interlocutor, briefly explain the situation and end the conversation.
When a question is received to which the secretary does not know the answer, he must apologize and ask the interlocutor to give time for clarification and agree on a second call.
Telephone etiquette emphasizes that restrained, tactful, friendly and respectful communication with any partner will be correct. You must always keep your emotions and actions under control.

The telephone is currently the most popular means of communication. It helps to reduce the time interval required to resolve various issues and save money on trips to other cities and countries. Modern business is greatly simplified thanks to telephone conversations, which eliminate the need for lengthy written correspondence in a business style, travel on business trips over long distances. In addition, the telephone provides the possibility of remote negotiations, presentation of significant issues and inquiries.

The success of any enterprise directly depends on the correctness of telephone conversations., after all, it is enough to make one call to create a general impression about the company. If this impression turns out to be negative, it will be impossible to correct the situation. Therefore, it is important to know what constitutes competent business communication on the phone.

What it is?

Business communication is the fulfillment of professional tasks or the establishment of business relationships. Business communication by phone is a specific process for which you should carefully prepare.

Before making a phone call, there are some basic things to be clear about.

Is this call really necessary?
Is it important to know the partner's answer?
Is it possible to meet in person?

Having found out that a telephone conversation is inevitable, you need to tune in to it in advance and remember the rules, the observance of which will help you conduct telephone conversations at a high professional level.

Features and standards

The rules of telephone communication are quite simple and include the following steps:

greetings;
performance;
clarification of the availability of free time for the interlocutor;
description of the essence of the problem in a short form;
questions and answers to them;
end of conversation.

The culture of telephone conversations is one of the important components of business communication. The specificity of telephone communication is determined by the factor of remote communication and the use of only one information channel in the work - auditory. Therefore, compliance with ethical standards governing telephone communication is an important factor determining the effectiveness of the enterprise and the development of relationships with partners.

Business telephone etiquette for outgoing calls includes several rules.

Before dialing, you need to check that the phone number is correct. If you make a mistake, don't ask too many questions. It is necessary to apologize to the subscriber, and after the end of the call, clarify the number again and call back.
Presentation is a must. After a greeting from the interlocutor, you need to answer using greeting words, the name of the enterprise, the position and surname of the employee making the call.
It is recommended that you first draw up a plan that reveals the goal (in the form of a graph / diagram or in text form). It is necessary to have a description of the tasks before your eyes so that you can record their implementation during a telephone conversation. Also, do not forget to note the problems that have formed on the way to achieving a particular goal.

3-5 minutes is the average time allotted for a business conversation. If the specified interval was not enough, a reasonable solution would be to schedule a personal meeting.
You should not disturb people with calls early in the morning, during a lunch break, or after the end of the working day.
In the case of a spontaneous call that was not agreed with the partner in advance, a prerequisite is to clarify the availability of free time for the interlocutor and indicate the approximate time required to resolve the issue of the caller. If the interlocutor is busy at the time of the call, you can specify another time or make an appointment.
Concluding the conversation, it is necessary to thank the interlocutor for the time spent or the information received.

When a telephone conversation is interrupted, the person who initiated the call should call back.

Telephone etiquette for incoming calls also includes several important points.

Calls must be answered no later than the third ring.
When making a response, it is required to name the name or organization. In a large company, it is customary to name not the company, but the department.
A call made by mistake should be answered politely, clarifying the situation.
The materials used for work should be in sight, and the conversation plan should be in front of your eyes.
Multiple simultaneous connections should be avoided. Calls should be taken in turn.
When answering a call made to criticize a product / service or the work of the enterprise as a whole, you must try to understand the state of the interlocutor and take some responsibility on yourself.
Outside of business hours, it is recommended to turn on the answering machine. The message should contain up-to-date information that will be useful to all customers.
If the person being asked is not available, you should offer your assistance in passing the information to him.

It is possible to single out the general principles for the implementation of business communication by telephone.

You need to prepare in advance for phone conversations with clients by making a plan with goals, main points, the structure of the upcoming conversation and ways to resolve problems that may arise during the conversation.
You need to pick up the phone with your left hand (left-handers - right) after the first or second signal.
It is necessary to take into account information related to the subject of the conversation.
The speech of the subscriber should be smooth and restrained. It is necessary to listen carefully to the partner and not interrupt him during the conversation. It is recommended to reinforce your own participation in the conversation with small remarks.
The duration of a telephone conversation should not exceed four to five minutes.

In the event of a discussion, it is necessary to take the emerging emotions under control. Despite the injustice of the statements and the increased tone on the part of the partner, one should be patient and try to calmly resolve the dispute that has arisen.
Throughout the conversation, you need to monitor intonation and tone of voice.
It is unacceptable to interrupt the conversation while answering other phone calls. In extreme cases, it is necessary to apologize to the subscriber for having to interrupt communication, and only after that answer the second call.
Be sure to have paper and a pen on the table so that you can write down the necessary information in time.
The caller can end the conversation. If you need to end the conversation in the next few minutes, then end it politely. It is necessary to apologize to the interlocutor and say goodbye, first thanking for the attention paid.

After the end of a business conversation, some time should be devoted to analyzing its style and content, identifying mistakes made in the conversation.

Stages

As already noted, business communication by phone does not require a lot of time. According to the rules, such a telephone conversation can last no more than 4-5 minutes. This is the optimal period of time to resolve all issues.

In the course of business communication on a business phone, it is necessary to follow the sequence of stages that make up the structure of the call.

Greeting with special phrases corresponding to the time of day during which the call is made.
Message to the virtual interlocutor of the name and position of the employee making the call, as well as the name of his organization.
Notification of the interlocutor's free time.
Concise presentation of basic information. At this stage, it is required to indicate the essence of the problem in one or two phrases.
Questions and answers to them. It is necessary to show interest in the questions of the interlocutor. Answers to them must be clear and provide reliable information. If the employee who answered the call is not competent in the matter at hand, you should invite someone to the phone who can give an accurate answer.
End of conversation. A telephone conversation is terminated by its initiator. This can also be done by a senior in position, age and a woman.

The phrases that complete the conversation are words of gratitude for the call and a wish of good luck.

To improve the efficiency of a conversation on a mobile phone, you should follow the general recommendations:

pre-prepare the necessary correspondence;
positively tune in to the conversation;
express thoughts clearly, while maintaining calm;
fix meaningful words;
avoid monotony by changing the pace of the conversation;
pause at the right moments of the conversation;
reproduce information to be memorized;
do not use harsh expressions;
when receiving a refusal, one should remain friendly and show respect for the interlocutor.

Dialogue Examples

The following examples of telephone conversations will help you understand the essence of business communication. Dialogues clearly show how to talk to a customer or business partner on the phone in order to avoid misunderstandings.

Phone conversation example #1.

Hotel manager - Good morning! Progress Hotel, Reservation Department, Olga, I'm listening to you.
Guest - Hello! This is Maria Ivanova, a representative of the Skazka company. I would like to make changes to my booking.
A - Yes, of course. What would you like to change?
D - Is it possible to change the dates of arrival and departure?
A - Yes, of course.
D - The period of residence will not be from September 1 to September 7, but from September 3 to 10.
A - Okay, the reservation has been changed. We are waiting for you in our hotel on September 3.
G - Thank you very much. Goodbye!
A - All the best to you. Goodbye!

Phone conversation example #2.

Secretary - Hello. Holiday company.
Partner - Good afternoon. This is Petrova Elena, a representative of the creative team "Flight of Fantasy". May I speak to your director?
S - Unfortunately, he is not in the office right now - he is at a meeting. May I help you? Can you give him something?
P - Yes, tell me, please, when will he be there?
S - He will return only by three o'clock in the afternoon.
P - Thank you, I'll call you back then. Goodbye!
S - Goodbye!

Ethics not only controls the business relations of partners in business and establishes connections with competitors, but is also a means of properly organizing a telephone conversation. Compliance with the rules of business communication by telephone, which involves a thorough study of each item, ensures an effective result and long-term partnerships.