Sheet 94
TELEPHONE ETHICS HOW TO MAKE CALLS
The telephone is the invisible service counter of an organization. A prompt and efficient manner in which to make a call will leave the other person with a good impression while a bad attitude and unnecessary calls will create a poor image for the organization.
1 Good Preparation
(1) Confirm the telephone number before lifting the handset. Make a list of the telephone numbers of parties you call frequently.
(2) Confirm the other person's name and title before you call.
(3) Use the 5WIH method to jot down the key points of your call.
(4) Gather together first all the stationery, documents and materials that may be required.
2 When the Call is Answered
(1) Once the phone is picked up, make a polite greeting, and follow this by introducing yourself and your organization.
(2) Identify the other person before going into the purpose of the call.
(3) If you have called a wrong number, apologize politely, and replace the handset only after the other person has hung up.
(4) State the purpose of the call clearly. Convey the key points before going into details; in this way, you may effectively communicate without confusing the other person. Avoid making the call unnecessarily long.
(5) When the issues are complicated, summarize the key points again at the end of your explanation.
(6) Even if the matter is urgent, always confirm with the other person that they have the time and want to listen to you, before starting to address the issues. Where time does not permit, simply convey the key points, and call again later to explain the details.
(7) When you cannot hear the other person very well, let them know politely, by asking e.g. "Is this a long distance call ?"
(8) If the line is cut off unexpectedly, the original caller should make the call again, and begin with "I am sorry the line was interrupted" regardless of which party was actually responsible.
(9) If the person you wished to speak to is not there, either leave a message or explain that you will call again. Where it is not impolite, request that the other person return your call and leave your name and telephone number.
(10) End the telephone conversation politely with appropriate words, and replace the handset quietly.
3 Points to Note for Answering / Fax Machines
When leaving a message on an answering machine or sending a fax, be aware that your message or fax may be heard or seen by someone other than the person you wished to communicate with. Where the issue is sensitive, just leave a brief message on the answering machine, stating that you will contact them again later. In the case of a fax machine, be sure to let your counterpart know in advance of your intention to fax.
