Working Life > Business Behaviour > Phoning

Making Telephone Calls at Work – But Doing it Right

Telephone calls are part of normal working life. Whether as a representative, when doing project work, at a desk or even in a call centre, the right communication on the telephone is an important part of professional success. Even if one is of the opinion that everybody can make telephone calls and training is not necessary, it is advisable to know at least some rules. People selling over the phone or who have direct customer contact and process complaints, for example, should be trained on the professional behaviour on the telephone. Here a guide for skillful calling.

• Sit or stand in a relaxed way with a straight back to make your voice sound fuller
• Especially during an argument on the telephone, it is advisable to stand
• Do not hold the phone between chin and chest but rather use a headset. Otherwise you will fast become tense and will not be well understood
• Concentrate on the conversation and do not do other things at the same time
• Do not pick up the receiver immediately when the phone rings. Take the call after the second ring, after the fourth ring at the latest. In doing so, you give yourself and the caller time to prepare for the call
• Clearly say the name of the company and then your name. If the caller's name is shown on the display, you can address him/her by name
• Smile on the phone and stay friendly. As gestures and mimics cannot be seen over the phone, your voice is then more important
• If you wish to call someone, prepare yourself for the call. Think about the reason for and objective of the call. Go through possible objections and work out arguments. You can make some notes before dialling the number
• Make sure you will not be disturbed and avoid background noises
• Get out a pen and notepad to make notes during the call
• Write down name, date, telephone number and reason for calling as well as the result of the call
• Do not talk too fast but clearly. Avoid technical jargon and foreign words that may not be understood correctly. Speak in short and precise sentences
• Devote yourself to the person on the phone. Avoid smoking, drinking, eating or talking to someone else
• Let your counterpart finish speaking and listen to him/her
• Before ending the call, you should summarise the results and further steps as well as arrange a next appointment
• Ask for the extension number to save time being on hold and getting through the next time
• If you only get the answering machine, leave your number, name, and short information about the issue
• Avoid telling the answering machine long stories
• Switch your mobile phone off or to silent before meetings, presentations or seminars
• If you are not alone, turn off the ringing tone, look for somewhere where your call is not annoying and then take the call
• If you are waiting for an important call, ask your counterpart for permission to take the call. Otherwise, do not put your mobile phone on the table. The vibration alarm is also annoying
• Even a mobile phone does not mean that you have to be available 24 hours a day. Switch it off if it disturbs or you do not want to be available
• Inform callers about when you are available
• Train your rhetoric from time to time