The Dreaded Telephone

Arguably the worst part of being an intern is using the telephone.  To be perfectly honest, I never mastered the phone at my desk.  Sure, I knew the basics—primarily how to make a call and how to check my voicemail—but most days I just stared at it hoping it wouldn’t ring.  The manual to the machine was about the length of War and Peace, there were around 60 buttons outside of the number functions to learn, and the cord was always getting stuck and tangled under the papers on my desk.  

 

Me when the phone rings

Besides being uncomfortable working the phone, I was even more uncomfortable answering it.  Who would be on the other end of the line?  How do I answer the phone—do I say my name?  The company I’m from?  What is the proper etiquette here?  What if I had to actually place a call, or leave a voicemail for someone with an important message?

For those of you just as clueless about phone etiquette as I was, do not lose hope.  You can AND will learn the proper way to use this seemingly ancient tool in an office setting. To get you started, keep this advice in mind!

1)   Greetings—Unless instructed otherwise, answer the phone with an appropriate greeting.  For example, when answering the phone, I would say the following: “Good afternoon, this is Liz from XY Company, how can I help you?”  This greeting is also appropriate when making a call.  However, rather than asking how you can help the person you are calling, ask them if it is a good time for them to speak and then place your request.

2)   Tone and Conversation Tips—Even though your voice may be quivering with nerves, speak slowly clearly and with an appropriate tone of voice.  Speak softly enough so as not to disturb your office neighbors, but loudly enough that the person on the other end of the line can hear you.  Also, shutting off all distractions, such as the radio or computers, may help you focus on the conversation. 

3)   Taking Notes—For some of you, taking notes on a phone call may be a hindrance.  However, sometimes there is a lot of information to process on a telephone call or conference.  Of course, giving your full attention is key to understanding and interpreting the main message of the call.  Yet, do not be afraid to ask the caller/responder to repeat important information such as a phone number or email address so that you can write it down.

The source of all evil

4)   Leaving a Voicemail—Similar to answering a phone call, you should start your voicemail message by stating your name and company.  Then, explain your reason for calling and how quickly a response is needed.  Conclude the message by repeating your contact information and stating your availability.

5)   Managing Your Personal Voicemail-- 

      After flipping through your manual, learn how to set up your personal voicemail message.  When recording this message, make sure to include your name, company and title.  If applicable, state another phone number, such as a cell or mobile device, where you can be reached at for emergency situations.  Stay on top of your voicemail by checking your messages frequently.  People are more likely to return your phone calls if you return theirs in a timely fashion!