What Should You Say When You Pick Up The Phone - A Guide To Telephone Etiquette

On a wintery cold Melbourne afternoon, as you sought to make an appointment with a doctor, you encountered an instance of poor phone etiquette when attempting to locate the nearest clinic. Needing an appointment fast, I scrolled online and dialled the nearest clinic listed.  The receptionist's introduction was spoken so fast that I had to ask if this was a doctor's clinic; then, before I was able to say why I had called, I had not been warned I would be put on hold.  The phone, from start to finish, exhibited a lack of professionalism and failed to provide the necessary information.
 
Answering the Phone is an article written by Emanuel A. Schegloff, a prominent sociologist and conversation analyst. In his research, Schegloff examines the seemingly simple act of answering the telephone and delves into the complexities of social interaction.  The study analyses the different ways people answer the phone and how these responses are structured within the context of conversation. Schegloff's analysis reveals that answering the phone is not just a mechanical action but a social practice embedded with cultural norms, expectations, and interactional rules. 
 
After reading Schegloff's research on answering the phone, I couldn't help but think about my recent experience with a clinic receptionist. There were so many missed opportunities for smooth communication. How can we improve our phone conversations to ensure they are more efficient and respectful?
 
Landline Etiquette

• Answer Promptly: Aim to answer within three rings to convey professionalism or courtesy.
• Identify Yourself: Greet the caller with a friendly "Good Morning, - the name of your company, this is - your name, how can I help you?”
• Speak Clearly: Enunciate your words and maintain a moderate volume.
• Minimise Background Noise: Use a computer or TV on mute and avoid multitasking while on the phone, which may make you sound distant.
• Active Listening: Pay attention to the caller and avoid interrupting the other person.
• Put Calls on Hold Politely: Always ask permission before placing someone on hold.
• Taking Messages: If you cannot answer, politely ask if you can take a message, get the caller's name and phone number and call back within 15 minutes.
• Return Calls Promptly: If you miss a call, try to return it within a reasonable timeframe or text the person to say you will call them back.
• Ending the Call: Briefly summarise any action items and thank the caller for their time.

 
Calling to Wrap It Up
Returning to Schegloff’s research, it becomes evident that answering the phone is not merely a mechanical action but a nuanced social practice influenced by various factors such as the identity of the caller, the relationship between parties, and the situational context. By understanding these insights, individuals can ensure clear communication and demonstrate respect for others, whether on the phone or in person. Ultimately, cultivating good phone etiquette not only leaves a positive impression but also generates stronger relationships, underscoring the importance of understanding and implementing these fundamental principles in everyday communication.