Know your telephone etiquette

The phone started ringing. I picked up the receiver.

“I say, how many people are working?”
I was completely nonplussed by the query.
“May I know who’s calling?” I asked the caller politely.
instead of identifying himself he threw a tantrum.

“You b... you should know me. I am the DS.”

I was confused once again. I did not know what the letters “DS” stood for. A supervisor who was seated behind me took the receiver from me. I heard him apologizing profusely to the “DS” whoever that happened to be.

This is just one incident which shows that many Sri Lankans do not have even a nodding acquaintance of telephone manners.

In our age and culture the telephone is a necessity - a lifeline. We cannot think of a house or a business organisation without a telephone. When used properly, the telephone is an excellent tool for sharing information and staying in touch.

The telephone has become a vital piece of equipment because we can contact somebody directly, personally and immediately. It is also cost effective and time saving. There is also the added advantage of immediate feedback.

If you are calling somebody or some organization, you should identify yourself without delay. Most people say, “It’s me”. This can be irritating if you do not know the caller. Some callers cross question you by asking your telephone number and who you are. A caller has no right to demand information from you, but they do so very often.

After identifying himself a caller can ask for such information politely. Callers should remember that they are calling uninvited and without due warning. They should be aware that the person at the other end may be in the bathroom or busy with some other task.

Some people phone me at ungodly hours. Many of them are doing the night shift and think that I am another “night bird”. Others must be suffering from insomnia. Whatever it is, it is rude to call some one at unsocial hours unless it is an emergency. Hours between 9.30 am and 10 pm are generally considered social hours. Therefore, if you wake someone up, you should apologize.

When you answer the telephone, say ‘hello’ and give your number or name if necessary. You are under no obligation to give more information to a stranger, If a caller insists on getting more information from you, first find out who he is.

It is not rude at all if you refuse to give more information on the phone. If the caller turns out to be a nuisance, refuse to talk or put the receiver down. By doing so, you are not committing any breach of telephone etiquette.

When answering a call, speak clearly using simple language. Although the caller cannot see you in person, he will create an impression by the way you speak. Many of us do not know how to talk while smiling. When you smile the caller feels it. What is more, smiling affects the quality of your speech. When you smile, you sound friendly and enthusiastic. The problem is that only sincere people can smile!

Make it a habit to listen carefully. If you do not do so, the caller may have to repeat his words several times. While listening you should acknowledge because the person at the other end cannot see you. Sometimes the caller wants to speak to someone who is not available. On such occasions you can take down a message.

If you are putting a call on hold, always inform the caller. In case of a long wait the caller should be informed of the status from time to time. This practice will help the caller either to hold on or to call later. He can also leave a message requesting the person to return the call.

In most government offices employees think that incoming calls are a nuisance. As a result, nobody wants to answer the telephone. Even when they answer, they do it unwillingly. In the private sector most employees are trained in telephone etiquette. So they greet the caller in a pleasant way.

They do not sound bored or irritable. While speaking on the phone try to exchange names and continue the conversation. Avoid ratting off information too fast and the prepared to apologise for errors and delays.

Most Sri Lankans do not know how to use the telephone effectively. They do not announce who they are. They do not have even the first sentence ready and constantly forget the important facts. They do not use simple courtesy words such as “thank you” or “please”. This is a sorry state of affairs.

Your voice is one of the most important tools when you are speaking on the phone. Even if you do not have a silken voice, say the right things in a pleasant way. Repeat the most important information and wait for confirmation. Those who really care to improve their voice quality should display alertness and talk naturally without trying to imitate somebody else’s accent.

Virtual relationships can be built effectively over the phone. Similarly, you can put an end to a cordial relationship by using the telephone. If you demonstrate a willingness to help others, people will respond in a positive way.

Once I tried to get some information about a specialist who frequently visited a leading private hospital. Every time I tried to get the necessary information the receptionist disconnected the line halfway through the conversation.

Finally I had to ring up a smaller private hospital where the receptionist was extremely courteous.All telephone calls cost money. Therefore the time spent on the phone should be kept to a minimum.

However, the telephones in the public sector are misused to such an extent that you cannot contact anybody because the lines remain engaged all the time. Sometimes officers lift the receiver and keep it aside until they find the telephone number and the name of the person to be contacted.

Those who use the telephone should know the post office alphabetical code in order to spell out unfamiliar names of people and places. Here is the code and be familiar with it: A for Andrew or Arthur; B for Benjamin or Bertie; C for Charlie; D for David; E for Edward; F for Frederick or Francis; G for George; H for Harry; I for Issac; J for Jack; K for King; L for Lucy or Lionel; M for Mary; N for Nellie; O for Oliver; P for Peter; Q for Queenie; R for Robert; S for Suger or Sarah; T for Thomas or Tommy; U for uncle; V for victory or Victor; W for William; X for X’mas; Y for yellow; Z for Zebra.

Most companies and important people in society think they cannot live without answering machines. However, half the world thinks they are an abomination and refuse to use them. As we are compelled to talk to answering machines every now and then, be prepared to use them effectively.

If you are talking to an answering machine, just leave your name: “A. B. C. David. Call me.” But never leave an unexpected bad news on it: “Your poodle was run over by a speeding car!”

Tel: 038 2238338