8 Professional Phone Practices

In this chapter you’ll learn how to create clear voice and text messages that get results and make you look professional.

Clear, Professional Voice Messages

Being professional on the phone is as important as being professional in person. Before picking up your phone, plan your call or voice message. Be precise, brief and direct.

Keep it short

Leaving a voice message is easy. Making it clear and professional takes a bit more effort. Long, rambling messages confuse the listener, waste their time, and make you look unprofessional. So keep your voice messages short, and be very clear.

• Make notes: Before making a phone call or leaving a voicemail, write your 1-2 key points or questions

Speak clearly & slowly

Consider your voice and how quickly you speak. In multicultural environments we all have different accents. And your listener can’t see your body language, gestures or facial expressions that help convey your message.

• Speak a little slower than normal
• Clearly enunciate every word
• Smile as you speak. You will sound more friendly

End with a call to action

If you want the listener to do something, tell them clearly and directly – but always politely. For example:

• Please call me back
• Please let me know before 5pm
• I hope to see you there
• Can you let me know, please?

Always include your phone number

Don’t depend on call display. Always say your phone number clearly and slowly

• Name each digit. For example if the number is 6635, say six six three five (Not sixty-six thirty-five, which can be confusing)
• Don’t use phrases like “double seven” or “triple five”
• Say zero, not oh. For example if the number is 604, say six zero four

End with a goodwill message

Finish your call or message with a short goodwill message, such as:

• Thank you, I appreciate your help
• Goodbye, have a great afternoon
• Bye, thank you

    Read 

10 tips for effective communication on the telephone

https://youtu.be/UziPlaO3G2I

Perfect Voicemail Messages

Follow this script for clear messages that get results.

1. Greeting: Hello, or Good morning (afternoon, evening)
2. Recipient’s name, if you know it. If you know the recipient, say your name here too.
3. I’m calling about [topic]: For example, I’m calling about my account
4. Your message in 1-2 sentences: For example, There’s a charge that I don’t understand. It’s a $10 fee for late payment, but I paid before the due date.
5. Call to action: For example, Could you call me back, please?
6. Your name and phone number: This is Joe Smith. My phone number is six zero four, eight six five, one two seven three.
7. Good will message: For example, Thank you so much. Have a great day.

Examples

1. You know the recipient. Professional

Hi Steven, this is Lucinda. I’m calling about our meeting next Tuesday. I won’t be able to attend and would like to reschedule. Could you let me know if that’s possible, please? My number is six zero four, eight six five, one two seven three. Thank you, goodbye.

2. You know the recipient. Informal

Hi Steve, it’s Lucinda. I’m calling about our meeting next Tuesday. I can’t make it; do you mind if we reschedule? Let me know if that could work. My number’s six oh four, eight six five, one two seven three. Thanks, have a great weekend!

3. You don’t know the recipient.

Hello. I’m calling about a letter I received from your office. It says that I need to reapply for my visa. I don’t understand why I need to reapply, or how to do it. Can you help me, please? My name is Lucinda Atwood, and my phone number is six zero four, eight six five, one two seven three. Thank you so much, goodbye.

Text Messages

Text messages in the workplace must be professional. This means that spelling counts!

• Use upper and lower case letters
• Capitalize proper nouns
• Use proper punctuation
• Write in sentences
• Keep sentences short
• Keep messages brief and clear
• Add white space between paragraphs
• If you don’t know the recipient well, or haven’t texted them previously, identify yourself at the start of the message

Examples

1. You know the recipient. Professional

Hi Steven. Can we reschedule our Tuesday meeting? If possible, Wednesday morning is good. Would that work for you? Thanks

2. You know the recipient. Informal

Hi Steve. Sorry but I need to reschedule our Tuesday meeting. Is Wed ok?

3. You don’t know the recipient.

Hi. This is Lucinda Atwood, from Langara College. I’d like to meet to discuss your co-op opportunities for our students. Are you available any time next week?

  Self-Assessment 

  Canadian Workplace Quiz