Be a phone professional: want to sound like a professional on the phone? Start practicing now! - Strategies for Success

The old saying "You only get one chance to make a first impression" is especially true on the phone. How polite you are, how well you speak, and how well you present yourself on the phone are all-important. And they matter even more as you enter the world of work.

Learning to speak properly on the phone, both at home and in a business setting, takes some practice. But the time is well spent. Here are some general principles and helpful hints to get you started. Try them out the next time you use a phone.

Just Say Hello

At home, answering the phone with a simple "hello" is sufficient. For reasons of safety and security, it's best to wait for the caller to identify himself or herself before saying anything more. If you need to call someone to the phone, excuse yourself by saying, "Just a moment, please." Be aware that even if you cover the receiver with your hand, the caller can still hear you. Some phones have a "hold" button, but even then, exercise caution. Don't make any remarks you wouldn't want the caller to hear. if you have to hang up an extension, do so genfly when the other person comes to the phone.

At work, your name, the company name, and a greeting are usually expected. Laramie County Community College in Cheyenne, Wyoming, trains its student receptionists to answer the phone with a smile and by the second ring. Students also learn to avoid slang and conversation fillers like "OK" and "uh-huh."

Whether you are at home or at work, try to make a positive impression on the caller. In order to do this it's critical that you give him or her your full attention. Don't drink, eat, check your E-mail, or watch TV while talking on the phone. Minimize or eliminate background noise--turn off the radio, sound system, or TV.

Caller ID

When you make a call, identify yourself. When your call is unexpected, it's appropriate to ask the person you are calling if it is a good time to talk. Offer to call back at amore convenient time Wit's not.

Be prepared to leave a brief message on voice mail or an answering machine if there is a chance that the person you are calling won't be there. Say your name and phone number clearly, then leave a brief message.

Consider the impression that the message on your own answering machine leaves with the people who hear it. Listen carefully to your message and how it sounds. Be sure it is clear and to the point. Both at home and at work, indicate when you'll return calls.

Hold That Thought

Some people find call waiting annoying at best. Most will tolerate it, however, under special circumstances. If you find you must put someone on hold while you answer an expected and urgent call, be sure to add an explanation such as, "We're waiting to hear from my sister who needs to be picked up from the airport. Excuse me while I see if this is her call."

It's standard practice to put business callers on hold, but the key to customer satisfaction is to keep the delay as brief as possible. Also, try not to sound or act rushed, even if you are. It really only takes a few seconds to excuse yourself politely.

You Can Take It with You

More than 135 million people use cell phones. But not everyone is polite about it.

It's rude to have your phone ring at the movies or theater, in a place of worship, in the library, and so forth. Keep it turned off, and let voice mail answer the call, or use the vibrate function instead. Many businesses have established Cell Free Zones; and some places like hospitals don't allow their use at all.

Because of the way cell phones transmit signals, the calls can be intercepted. It is wise never to conduct confidential business on one. At a minimum, realize that the people around you may overhear your conversation.

Remember that your voice, words, and manner create an impression on the phone. Make sure it's a favorable one. Start practicing now to improve your phone skills, and the good habits you learn will serve you well-both at home and later in your professional life.

RELATED ARTICLE: How polite are you?

Check your phone manners with this quiz.

1. While you're at the movies, your cell phone rings. You should

a. answer the phone without leaving your seat.

b. apologize to those around you; then leave the theater to answer the call.

c. turn off the phone as quickly as possible--the caller can leave you a voice mail message that you'll return after the movie.

2. You're at work when a friend calls. There's a rule against using the company phone for personal business, but there are only two people in the store. Since it's not very busy, you should

a. have a long conversation about your plans for the evening.

b. have a short conversation. Check every now and then to see if the customers need anything.

b. tell your friend you'll call back after work.

3. A family friend said to call her business and set up a time for an interview. She might have a part-time position available. But when you call, you get her voice mail. You should

a. hang up without leaving a message and call back later.

b. leave your name and ask her to call you.

c. leave your name and phone number and a message that says when you'll try back.

4. Your mom's in the shower when her boss calls. You're watching a really exciting, really loud action movie. The popcorn's hot out of the microwave. You should

a. say your mom's in the shower and tell him to call back in 10 minutes.

b. say she's unavailable and offer to have your mom call him back.

c. take a message, carefully writing down the caller's name, phone number, and when he can be reached.

5. Same scenario as 4. You should

a. ask the caller to speak louder so you don't miss any of the movie.

b. turn the TV down a little, but munch the popcorn while it's hot.

c. mute the TV and stop eating while you're on the phone.

Scoring: Give yourself 1 point for each a answer, 2 points for each b answer, and 3 points for each c answer. Then add up your total points.

Under 6 points: Reread the article and work to improve your skills.

6-10 points: your manners need some work.

11-15 points: You're a superstar when it comes to phone manners.

Students will acquire skill in telephone manners and understand their importance.

REVIEW/DISCUSS

* At work and home, what is a good way to answer the phone? (at work, with the company name and one's own name; at home, with "hello. ")

* What is a good way to respond if the call is for someone else? ("Just a moment.")

* What is smart and polite cell phone use? (Turn cell phones off at school, at the movies, at plays, at places of worship.)

* What makes a good impression on the phone?

* What makes a poor impression on the phone?

ACTIVITIES

* Have students demonstrate phone greetings, including the dos and don'ts of answering the phone, passing along a call, and responding to call waiting.

* Have students rehearse how to make these common business calls:

a. responding to a vendor offering a service your company doesn't want

b. requesting information

c. calling the boss about a work schedule

d. answering a call for the boss, who's with a customer

e. responding to a personal call from a friend during work hours

f. handling call waiting

* Ask students to demonstrate poor phone manners or inappropriate phone behavior.

* Help students to role-play effective ways of handling phone calls such as these:

a. a complaining customer

b. a customer who demands the manager, who's not there

c. a customer who is insulting

* Have students practice leaving appropriate voice messages for:

a. calling about a job

b. calling to request information

c. returning a call

* Have students do research and then hold a discussion on whether or not cell phone use while driving an automobile should be banned for safety reasons.

"It Has a Nice Ring," CD-ROM, $199; Meridian, 1-800-727-5507.

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