The speed and convenience of technology is wonderful, but we may have lost our manners along the way. In this post, I will discuss how to maintain a professional image by using good phone etiquette.
As professionals that are experts in mental health, we can often be judged unfairly if we are having a bad day, or for a slip of etiquette. It isn’t just inside the workplace that we must project a professional image. We are sometimes recognized out in the community; therefore anytime we leave our homes we are representing our brand or our place of employment. If you follow these suggestions, you will always be viewed as the professional that you are:
- Identify yourself when you answer the phone. Don’t pick up the phone and just say “hello.” Include either your first or your full name. For example, I say, “This is Barb LoFrisco.” In addition to conveying warmth, identifying yourself immediately when you answer the phone reassures the person on the other end that they have reached the correct person.
- Do not answer your phone if you are talking with someone. Barring emergencies, telephone conversations should never take priority over real-life conversations. If you must accept a call because of an emergency situation, be sure to alert the person you are with soon after you greet them that your phone is on vibrate and you are expecting a call. And if your phone does ring, make your conversation as short as possible. Otherwise, keep your phone out of sight.
- Use your speakerphone judiciously. Be cognizant of your surroundings. People around you may not appreciate hearing your conversation, particularly if you are in a quiet environment. Often, when people speak on the phone (whether or not they are using the speaker) they speak more loudly than normal. Be considerate of those around you by speaking softly and abstaining from using the speaker. Also, if you are using the speaker to have a three-way conversation, be sure to alert the person at the other end of the call that others are present at your end.
- Be considerate when talking to your phone. If Siri doesn’t understand you, repeatedly barking the command in frustration is not going to help. Try alternate wording instead. Just like using your speaker, be aware of your surroundings.
- Apologize if you dial a wrong number. Simply hanging up is too abrupt and can cause confusion.
- Remember to silence your phone. If a ringing phone can be a distraction, then your must put your phone on vibrate or turn it off. Examples of situations where you would need to silence your phone include a one-on-one counseling session with a client, or a treatment team meeting.
- Choose your ring wisely. Suddenly having your phone burst into a song like “I’m Too Sexy” is inappropriate for most professional situations I can think of. And if your phone is buried in your briefcase or purse, your embarrassment will last longer than just a few seconds. Choose a ringtone that won’t alarm or offend people.
- Listen to your voicemail. If someone took the time to leave you a message, you need to take the time to listen to it. Further, there could be information in the message that you need to consider before you respond.
- Leave a voicemail message. Unless you know that the person you are calling never checks voicemail, you should leave a message. State clearly and concisely who you are and the reason for your call, and leave any information that would make a future conversation more efficient, but don’t be long-winded. For example, if you are calling to tell someone you can’t make your appointment, tell them that, but don’t launch into a detailed explanation of why. Instead, leave your phone number and offer to answer any questions they may have.
Yours in the Joy of Knowledge,
Dr. Barbara LoFrisco
*Source: “The Essentials of Business Etiquette” by Barbara Pachter
