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Phone Doís and Doníts

Posted by Peter Post  February 13, 2014 07:00 AM

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While the cell phone may be supplanting the office phone in todayís business environment, regardless of the equipment, people are prone to making mistakes that can end up reflecting badly on them and on their companies. In turn it can even lead to lost business. Here are ten tips for using a phone considerately.

  1. Donít multi-task. The person on the other end of the conversation can hear the clicking of keys on a keyboard and will know you are writing an email or surfing the internet. The quality of your voice is also a give-away. If you are distracted, youíll sound distracted.
  2. One of the most unpleasant distractions is the person who eats while on a phone call. Not only does it indicate he is not paying full attention, the sound of food being chewed and swallowed is audible and disgusting.
  3. Turn off any background music before you answer or make a call. You may think it canít be heard but it can, and it is a distraction.
  4. Chewing gum while at your desk may be okay as long as you donít pop bubbles or make loud smacking noises, but get rid of the gum before answering your phone or making a call. The noise of your chewing would be disgusting.
  5. Donít sneeze, cough or blow your nose into the receiver. If possible, excuse yourself first. Then, hold the receiver away from you or turn your head away so you donít blast the other person.
  6. You might need to put the receiver down briefly. If you do, do it gently so the other person isnít rocked by a loud thud.
  7. Use a personís name at the start of the call, but itís not necessary to repeat their name every time you begin speaking.
  8. If you are meeting with a person in your office, avoid the temptation to answer your phone if it rings. If you are expecting an important call, let your visitor know at the start of your meeting. That way, when you answer the call, itís not surprising or rude to her.
  9. Never use the speakerphone without first letting the other person on the other end know that you are doing so. Also, be sure to introduce anyone who is in the room with you while you are on a speakerphone.
  10. Even nervous habits can be a problem. The tapping of a pencil on the desktop or the clicking of a ballpoint pen can sound like you are distracted or impatient.
This blog is not written or edited by Boston.com or the Boston Globe.
The author is solely responsible for the content.

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Patricia Hunt Sinacole is president of First Beacon Group LLC, a human resources consulting firm in Hopkinton. She works with clients across many industries including technology, biotech and medical devices, financial services, and healthcare, and has over 20 years of human resources experience.

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