How to Improve Your Telephone Manner

Phone skills lacking polish? Make a professional impression with the help of these steps.

Step 1: Personalize your call Greet the other person by name, and use their name often. Ask how they are doing before you talk business.
TIP: Keep notes in your directory or rolodex to help you remember personal details about the people you speak to frequently.
Step 2: Smile Smile. Even though the other person can't see you, you will sound friendlier and livelier. Stand up to make yourself sound more energetic.
Step 3: Don't chew gum or eat Don't chew gum or eat while on the phone. The resulting sounds are amplified for the person on the other end.
Step 4: Avoid noisy peripheral activity Avoid making noises such as those resulting from typing or shuffling papers. The other person may think you're not giving them your full attention.
TIP: Ensure your environment is completely free of background noise, such as television and other conversations.
Step 5: Provide pleasant transitions Ask the person's permission to place them on hold. If you've had to place someone on hold, thank them for holding when you return to the line.
Step 6: End the conversation on a pleasant note End the conversation on a pleasant note to ensure a friendly final impression.
FACT: In the mid-20th century, mnemonic devices were used to represent the first part of seven-digit telephone numbers, which were thought to be too long to remember otherwise.