The Telephone: A Basic Operating Manual
As we return to work and the workplace in the new order of normalcy, I am reminded of the many bad habits we may have acquired in the discomfort of isolation. Foremost among these vices is the spreading disease of poor telephone conduct.
A phone is hardly a phone anymore. It’s an email device, a web browser, a camera, a texting platform, and an app launcher. Yet its initial (if not primary) function we still call a telephone. Perhaps it is time we relearn how to use it in that regard.
Call me ancient, but let me suggest that manners still matter in human contact on both ends of the line.
Unless we recognize the contact name or Caller ID on the screen, few of us will answer a phone anymore. No matter what number you file at the DoNotCall.gov registry, your phone rings continuously with garbage sales calls and bot inquiries. I think that is where bad manners begin, with poor intention.
I once had a boss who never answered the phone, and this was in the days before cell phones. He used to say, “If it’s good news, they’ll call back. If it’s bad news, I don’t want to hear it.” I think that’s another form of bad manners. I also don’t think it’s true. Sometimes good news gets reallocated. Bad news swept under the rug can swiftly convert a minor misunderstanding into a corporate crisis.
Sometimes we need to answer the phone whether we like it or not.
Mobility doesn’t give any of us license to rotten phone behavior. I have written before about returning calls, but now I am getting into the basics. If you didn’t grow up with a landline or have forgotten the etiquette associated with polite calling, here is a laundry list of reminders you may want to paste on the back of your mobile case.
- Do not leave your voice mailbox full. You may be getting a call with a job offer. I may not call back.
- Record a greeting on your voicemail, however short, and your name. How else do I know I called the right number, particularly if you told it to me wrong.
- Speak clearly into the mouthpiece. Don’t rely on the Bluetooth microphone. Articulate your verbal expressions with deliberate care and emphasis. Pretend the other person is really interested in what you are saying. Say it that way and I might be.
- Speak even more clearly when you leave a message on my voice mail, particularly the number I should call back if it’s not the one you called from. If I don’t know you and your name is more than one syllable, be precise or spell it.
- Should I take the time to leave you a voice message, please extend the courtesy of listening to it before returning my call. You don’t need to begin our conversation with, “What’s up?” I’ve already told you. You’d know that if you simply hit the playback button.
- When you answer, speak. Say, “Hello, this is Joan.” If your name isn’t Joan you can substitute the correct version. Don’t leave an awkward pause and wait for me. I called you and I want to hear your voice. That is reassurance we are getting off to a good start. Your silence tells me you are not interested in the activity at hand and you may never discover why I called if I don’t continue. There go the Dodger tickets I was calling to offer you.
- If you’re sitting in the seat behind me on a plane being boarded, don’t speak at full volume. Same recommendation in the airport when we are in line for coffee. I don’t care if you have an earpiece. You may find this ironic, but I really think your business is best kept to you. If you are fighting with your spouse, do you think the fight will end better if she thinks you are sharing the disagreement with the company of strangers? Speak softly, or step away where you are alone to lose your argument with dignity.
- If I don’t know you, begin the call with your name. Then tell me why you are calling. You called me, remember? I need to know why, not guess at it.
- If I call you to introduce myself, don’t know you, and it goes to voicemail, do not text me back. We don’t know each other yet. I’m not ready to text you in shorthand until we have established a relationship. Dial me back. If I waste your time, you needn’t ever text me at all.
- Please, thank you, and goodbye are all foundational words that are exceptionally useful in building a platform for communication. Grunts and guttural utterances have their place, but you’ll be surprised how much easier sentences flow with old-fashioned politeness.
- There are time zones. They are easy to understand and largely consistent. If you’re looking at the Atlantic Ocean and I live near the Pacific Ocean, you’re brilliant idea at an early breakfast is not quite as interesting to me in my final few hours of pre-dawn rapid eye movement. Likewise when I get an idea at midnight, I promise not to bother you with it for at least six hours when we are both again awake.
- The phone part of your mobile phone—don’t hesitate to occasionally use it when conversation is sufficient for the topic. Videoconferencing has its place, but we don’t always need to see each other just because the invitation link is a click away. Sometimes we can just talk. Really, we can.
I am sure you have some recommendations of your own. Feel free to share them in the comments here.
Here’s one more tip: Email is not the best way to handle everything. Around the time of re>re>re the essence of an email is largely lost. If you are seeking to be understood or understand (humbly invoking the inspiration of St. Francis), talking is a wonderful alternative to a long list of email comments no one can follow. Email certainly gives you a paper trail and artifact, but it doesn’t necessarily solve your problem.
Some people subscribe to the notion of returning all your calls every day. Try this. I’ll bet your life gets better.
When your phone rings, don’t assume that someone is in an accident or has died. I know that’s becoming an urban legend. Your heart rate deserves better.
Oh, and if I call you, it’s likely for a reason. Please give me the respect of a call back.
Source: Corporate Intelligence