With multiple facets of communication available today that do not require voice-to-voice communication, professional telephone etiquette has become an underdeveloped skill in generation Y. Mindy Lockard, an etiquette consultant and manners maven, spoke with Allen Hall
PR about the ins and outs of professional graciousness. She touched on the fact that phone manners are an integral part of the professional world, especially in the case of PR, and that many in our generation seem to lack proficiency in these essential skills. The colloquial tone of cell phoning, the casual style of instant messaging, and the abbreviated codes of texting require a much different approach to communication than phone calls in the business world. By utilizing a few simple principles, phone manners are easily attained.
1) Always formally introduce yourself at the beginning of the phone call. You should say your full name and the company or association that you work with.
2) Be considerate. Ask whomever you are calling if this is a good time for them – before beginning a conversation. It shows you value the person’s time and you are aware that he or she may have numerous other things to do.
3) Pay attention to the tone of your voice; it is extremely important. Make sure your speech is pleasant and friendly. Other than your direct words, it is the only way to convey your message and demeanor.
4) Articulate! No one likes to talk to a mumbler and the banter back-and-forth of “I didn’t quite catch that” or “Sorry, can you repeat that?” impinges your message.
5) Listen well. Devote all your attention to the call and resist the urge to multitask while on the phone. It really takes away from the conversation and your distraction is often apparent on the other end of the phone line.
6) Upon ending a conversation, genuinely thank the person you called for taking the time to speak with you.
Even in the height of this technological age, telephone calls are still an important part of the professional world. Mastering phone manners and being able to convey a gracious presence over the phone will prove invaluable for upcoming PR practitioners.
Jessica Sturges, Account Supervisor
Great article! With communication becoming less formal everyday through twitter and texting, it’s important to be able to have professional phone skills. Sometimes it’s easy to forget proper etiquette and slip back into informal communication. Good post!
Great article! With communication becoming less formal everyday through twitter and texting, it’s important to be able to have professional phone skills. Sometimes it’s easy to forget proper etiquette and slip back into informal communication. Good post!