Telephone being a source of irritation in most Indian cities, it is important to have good telephone manners. Politeness, brevity and clarity are the three most essential qualities of a telephonic conversation. Be patient if the line is not clear. If you need to raise your voice in order to be heard, do so without appearing to about at the person at the other end. If a call gets disconnected before it is over, the person who originated it is expected to call back.
It is important to have necessary papers or information ready before making a call. To keep the other person waiting while shuffling through your papers is neither polite nor efficient. Begin by giving your and your Organization’s name. Don’t hide your identity or purpose in calling.
Answer the phone promptly. Be polite, courteous and pleasant but not familiar. A receptionist or a telephone operator should answer with the organization’s name adding Good morning/afternoon and sounding reasonably cheerful. Smiling when speaking makes the voice sound pleasant. Don’t argue or quarrel on the phone as the listener can always disconnect the line leaving you fretting and fuming. Doesn’t bang down the receiver even under extreme provocation? Say, “I’m sorry I have to go now”, and put down the receiver. The person who has rung up should be allowed to end the call as he knows when the business he has rung up for is finished.
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