With some frequency, people ask me, “What is today’s phone etiquette?” I always hesitate to answer. Maybe the word ‘etiquette’ makes me stumble. It comes from the Old French estiquette, meaning label or ticket, and refers to a tradition from the 1700s of small cards with written instructions on how to behave properly at court, how to follow important ceremonial observances. Phone calls lost their sense of ceremony decades ago and today being too polite can quickly destroy any opportunity for conversation.
So, what’s the alternative? How can you adapt?
Our hectic lives have transformed phone calls from enjoyable possibilities for conversation to resented intrusions. While we may be disappointed in this shift, we can’t ignore its reality … at least not if we want to communicate effectively.
Today when we start phone conversations by talking about health (“How are you?”) or weather (“It’s certainly been a wet spring.”), we are indicating that our call may lack focus, that it might waste time. This creates tension for the other person who’s juggling a long list of tasks and responsibilities. Their response is often abrupt and unwelcoming.
A similar reaction is created when we ask, “Is this a good time?“ While this question was the height of politeness for years and years and is often still taught in communications courses, it reminds the person we’re calling that we have interrupted them, that they have other important things to do. And it gives them an easy and polite way to end the call quickly simply by saying, “No.”
Of course, if you know someone very well and speak with them frequently, asking after their health or discussing the weather may be perfectly acceptable but otherwise … get to the point of your call as quickly as possible.
You can start your call with phrases like “The reason for my call today is …” or “I’m calling you today because …” Acknowledging people are busy, letting them know we are prepared and focused – this is today’s etiquette.
And be present when the person answers your call. Listen and react to what is going on in their world. Do you hear voices indicating they might be in a meeting? Does it sound like they are driving their car? Then say so: “It sounds like I’ve caught you in a meeting,” or “It sounds like you’re in your car.” This clearly displays your interest in them, your ability to listen and communicate, and your respect for their time. There is no better way to get their attention – and an honest response – about their availability to converse now.
Etiquette is something that has always been – and will always be – in transition. For example, here are the rules for giving a garden party outlined in the 1941 copy of The New American Etiquette:
All the formality that goes with an afternoon tea in the most fashionable home is a requirement at the formal garden party. The invitation is the same type of “at home” invitation used for teas with the additional words “In the garden” or “Garden party” in the lower left-hand corner. The hour for the garden party is usually four o’clock and the last of the guests will probably leave by seven.
I doubt any of us will be following these guidelines this summer!
Where’s The Phone Lady?
May 26 – Creating Consistent Revenue, CAA Atlantic Conference, Halifax, NS
June 1 – Telephone Talent: Essential Skills to Reach More Clients, Newspapers Atlantic, Halifax, NS
June 13 – Telephone Excellence: Becoming a Communication Hero, Northwood Homecare Ltd., Halifax, NS
June 19 – Telephone Excellence: Becoming a Communication Hero, Northwood Homecare Ltd., Halifax, NS
June 22 – SOCIAL MEDIA DAY HALIFAX – I’ll be here all day. Hope to see you!
June 25 – Creating Consistent Revenue, CBDC NOBL, Truro, NS