Triiing Triiing – Is that a Phone? Office Telephone Etiquette!

We looked at 05 etiquette tips for brand new employees in a previous blog, let’s now look at how we can take them a step further. Let’s focus on a discussion that addresses finer and more complicated matters – not complicated really, but some of our fellow Sri Lankans need help with these at times.

01. Answering the Phone

Since phone answering was addressed in my previous blog titled ’05 Tips for Your New Recruits’, by now all of them would have been convinced that the phone HAS to be answered, so, let’s go straight to the protocol of answering the phone.

The phone has to be answered on the third ring – the laaaatest! You should have an automatic forwarding mechanism and let the call pass through to the most relevant person in case the owner of the phone is not at the seat.

There should be a greeting followed by an identification. For instance, I would say Ayubowan, Full of Etiquette.com, this is Praveeni speaking. Some companies choose to also say ‘How May I Help You?’. This is polite, but in the interest of time, there is nothing wrong in leaving it out. As an alternative to Ayubowan, you could say Good Morning/ Afternoon/ Evening – just as long as people know to read the time.

02. Answering Forwarded Calls

First of all – please DO! Do answer a call that you know has come in for someone else. Don’t ignore when you can see that the call was forwarded from your colleague’s phone. Take down the message and leave a sticky note or send a message to your colleague. Text it, Whatsapp it, send an email, write it on the white board behind your colleague’s desk – do whatever – just make sure the message is effectively conveyed.

03. Answering Someone Else’s Phone

As you pick up the phone, if it is an internal call (a call from another colleague), identify yourself or indicate that you are answering someone else’s phone. If it is an external caller, apply the principles of point 01.

04. Get Away from the ‘Don’t Answer It’ Mentality

There is nothing more annoying than calling an office and not having the phone answered during office hours. Get everyone in office in to the habit of answering any phone that rings inside the office and get them to convey messages appropriately. If the messenger is answering the CEO’s phone and noting down a message, I will jump for joy! We are in this together – we become a great company together! If you are busy and cannot tear yourself away, request a colleague to answer on your behalf or answer and say that you will call back.

05. Returning Calls

There is nothing sophisticated about not returning a call – it is simply poor etiquette. Even if the person is junior to you, by returning a call you confirm your commitment to work, the respect you have towards the person for his/ her role in the organization and of course, that you are full of etiquette. The only exception would be, if the caller has stated that s/he would call back. If it is an outsider, there can be no excuses at all – calls have to be returned.

06. Overcoming the ‘I Don’t Know What to Say’ Obstacle

All news is not good news and sometimes you may be the one paid to say the trash. Rule number 01: be respectful and polite. Rule number 02: communicate the message clearly, if it is a no, say NO – don’t say maybe! That is pointless! Rule number 03: Do it NOW! Rule number 04: Get to the point, say what you have to in the politest possible way, apologize for any inconvenience and be done – don’t leave a trail for 100 people to call and work on it after you.

07. Do a Warm Transfer

A warm transfer is where you need to connect the call to a colleague of yours and you provide an introduction about the caller and his/her requirement prior to transferring. People hate to have to repeat themselves to a dozen people before getting something done – unfortunately, up to now, I have not had good experiences when it comes to the aspect of warm transfers in Sri Lanka at all. Maybe, I am calling all the wrong places.

If you have questions or if you don’t think you know how to say something tactfully, email us at fullofetiquette@gmail.com. We will help you to retain your professionalism and do your job!