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Telephone etiquette where has it gone

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Posted: 29th Sep 2016  |  Share this Article:


The art of telephone communication, our telephone etiquette is starting to disappear

Is this vital skill, the ability to impart a clear message on the telephone been lost……

And are you contributing to this failure…

I am very proud of my telephone skills. I listen attentively, answer clearly and if I’m instigating a call, I will give some thought about the message prior to making the call..

Not everyone prepares.  I have just received a call from a company who was trying to find out whether I would be exhibiting at their conference next year. The caller spoke so quickly, I only caught every other word, she wasn’t clear about the purpose of the call, the background was noisy and she was typing whilst speaking to me. Not a very enjoyable experience.

This interaction can be costly. The exhibiting company may have lost valuable business based on this interaction.

It only takes a few moments to prepare for your telephone calls.

Helpful Tips
What is the purpose of your call?
Prepare what you are going to say, write it down if necessary
What do you want to achieve?
Be clear with your delivery
Be attentive
Do not type whilst on the phone it may come across as rude. If you do need to type whilst on the phone – I know many admins need to do this. Advise the caller as a curtesy what you are doing

People are so busy and try to multi-task but you can only do one thing well.

When you are speaking with someone whether on the phone or in person, they deserve your sole attention.

We need to continue to be professional and keep our telephone etiquette….







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Vivien Edwards

Written by

Vivien Edwards

Cornerstone42 founder

Vivien has nearly 20 years administrative experience covering project and event management, recruitment, training and development, mentorship and supervisory for other admins.

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