Placing a call
A call demands someone's attention right now, which is why manners around it have tightened. For social and business calls, keep to roughly nine in the morning through nine at night in the other person's time zone, and check the zone before you dial. Before an important call, jot down the two or three things you need, so you do not have to call back for the one you forgot.
Open with your name, the reason and an honest estimate of the time: "Hi, it's Jordan Blake from the tenants' association. I'm calling about Thursday's meeting, and I need about five minutes." Then ask whether this is a good time. If it is not, settle when you will call back, and then do so.
Answering
Answer personal calls with "Hello" and work calls with your name: "Accounting, this is Jordan." If you cannot talk, do not pick up only to announce that you cannot talk. Let it go to voicemail and return it when you can give it your attention.
During the call
- Tell the other person at once if they are on speaker and who else can hear them.
- Do not eat, chew gum, type or run water, because microphones pick up all of it.
- Ask before putting anyone on hold, and come back within a minute or offer to call back.
- Give the person in front of you priority over the phone, and if you must take a call, excuse yourself and step away.
- Take calls in public at a lower volume than feels necessary and about ten feet from other people, and never on speaker.
Ending it well
By convention, the person who placed the call is the one who ends it. Close by stating what was agreed: "So I'll send the draft by Friday, and you'll confirm the room. Thanks for your time." If the connection drops, the person who placed the call is the one who redials, which prevents two busy signals. When a talker will not let you go, the honest exit is best: "I have to run, and I'm glad we got this sorted."
When a call is the right tool
Pick up the phone for anything emotional, anything complicated, an apology, congratulations that matter, and any exchange that has gone three rounds in writing without being settled.
Tip Stand up and smile when you make a call that matters. Both come through in the voice, and the person on the other end can hear the difference without knowing why.
