Telephone Etiquette

Everybody has tough days. Before picking up the telephone, smile. It will help a voice sound pleasant even if not feeling pleasant. Here are some tips:

• Be kind, polite, direct, enthusiastic, and speak with a strong voice.

• Try to find a quiet room where there is no background noise (i.e. television, radio).

• Do not yell at children or talk to others in the room while on the telephone.

• Do not eat, drink, or chew gum while talking on the telephone.

• Always have paper and pen by the telephone as well as resume, references, work history, questions.

• Make sure the other people in household are prepared to take messages.

• Do not let children answer the telephone.

• Never put an employer on hold to answer call.

• When a person in household answers the telephone, tell them not to ask who it is beforethey say if applicant is home.

• If asleep when an employer calls, whoever answers the telephone should be instructed to wake the applicant immediately, especially if an employer is calling during the late morning or afternoon hours.

• Make sure the telephone is answered by saying, "Hello", NOT"Speak" or "Yeah"

• When answering the telephone and the caller says, "Is__________ home?" DO NOTrespond with: "Yes". This is confusing to the caller. Instead, answer by saying, "This is he/she" or "Speaking".

An answering machine/voice mail is used to take calls when an individual is out. If the individual does not have an answering machine, purchase one NOW so that calls from potential employers are not missed. If the individual has an answering machine, now is the time to update the "unusual" or "unique" greeting. Ask: "What will the future employer think of my message and how that message represents me?" Some tips:

Do:

· Make sure message is polite, direct, and businesslike.

· Make sure message can be understood clearly.

· EXAMPLE: "Hello, this is (phone number). I am sorry I am not available to take your call right now. Please leave your name, telephone number, a brief message, and the best time to reach you. I will get back to you as soon as possible".

· Return telephone calls promptly

Do Not:

· Make crude comments or mention social references in message (i.e. I'm unable to answer my phone because I'm out partying).

· Have music playing in the background.

· Let children record the greeting.

· Use multiple people when recording the greeting.

· Preach.

When leaving a message for someone to return telephone call, try to have the correct pronunciation of their name and make sure the following is clearly stated:

· Name

· Telephone number

· Message

· The best time to call back

· Name once again

· Telephone number once again

· Then hang up gently

2. Work in pairs. Practice the telephone conversation, using the expressions you have learnt.

3. Read and discuss the telephone conversation. Write out the unknown words.