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Who introduces himself first on the phone. Telephone etiquette or basic rules of conduct during a telephone conversation: list, phrases

Compliance with elementary norms of politeness is necessary not only when communicating or going out, but also when meeting and introducing people. This is especially important when it comes to business relationships, however, in other cases, it will not be superfluous to demonstrate knowledge of the intricacies of etiquette.

How to get acquainted

If you want to get to know another person, try to follow a few important rules. First of all, when greeting, you need to introduce yourself and, if necessary, give a short explanation so that your interlocutor understands who you are dealing with. For example, you can tell who told you about him or explain how you know him.

The exceptions are cases when it comes to a fleeting acquaintance. It is not at all necessary to introduce yourself to find out how to find the right street or what time it is.

Other rules of etiquette should be strictly observed.

If a woman meets a man, she should give him the opportunity to introduce himself first. Juniors should introduce themselves to seniors, subordinates to superiors. In addition, one person always gives his or her name first when meeting a couple or a group of people. When meeting, you should give your right hand. However, a woman has the right not to shake hands with a man, in which case her interlocutor should bow slightly in greeting. Having introduced yourself and learned the name of the interlocutor, it is very important to say one of the traditional phrases: “Nice to meet you”, “Very glad to meet you”, etc. When giving one hand, you should not keep the other in your pocket. The handshake should be neither sluggish nor too strong. Getting acquainted, you need to stay calm and confident, look at the person with a smile. Turning away from him, interrupting, being distracted by conversations with other people is impolite.

How to represent other people

There are special rules of etiquette regarding introducing people to each other. If you want to introduce your friends, colleagues, etc., you should use one of the template phrases: “Let me introduce you”, “Let me introduce you to each other”, “Please introduce yourself”. Then you need to say the names of people. At the same time, if a man and a woman meet, they introduce the man first, and if we are talking about two persons of the same sex, the one who is younger.

As you know, the easier we are able to meet and establish contact with strangers, the easier it is for us to achieve a wide variety of successes in life.

Sociable people are never lonely and unnecessary, they rarely have problems with the team at work and superiors, it is much easier for them to find a soul mate.

First impressions upon meeting

The first impression can not only be the last one, but it will definitely become an imprint that will be difficult to change later. In order to create a favorable first impression, it is important to act openly and naturally, smile and talk in a leisurely, calm, gentle voice. Avoid too hasty and loud speech, which can neuroticize and irritate the interlocutor.

Where to put your hands?

Awkward and insecure people often ask the question of where to put their hands when meeting.

In fact, the position of the hands is not a critical indicator. The more you are clamped, the more inconvenience your hands give you. The more relaxed you are, the more natural your body and voice behave, and the easier it is for you to make a positive impression on other people.

Why business cards are needed

Today's pace of life is characterized by an abundance of information flows and new people we meet daily. The best way to make an impression about yourself is to give a business card. It is clear that we are of little interest to anyone as individuals. Basically, our value is determined by the field of activity and professional achievements. Therefore, a business card is the most correct way to present yourself not only as a good person (there are just a lot of good people), but as an excellent specialist in your field.

The company Business card.ru produces such business cards that will not let you forget. Carrying several business cards with you is not difficult, but it helps a lot to establish both human and business contacts, which is useful for career growth and material success. Your personal business card will raise your self-esteem and sense of self-worth and help you make a lot of new acquaintances in record time.

The editors of the site note that for introverts and shy people, dating can be a difficult task, but the communication skills necessary for this can be developed through training.
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How to talk on the phone during business communication.

Business communication is impossible to imagine without telephone conversations. Partners, officials, customers find out most of the questions using the phone. The same is true for business contacts.
How to use the possibilities of telephone communication effectively and competently, so that precious time is not wasted and business contacts are increased? Knowledge of telephone etiquette will help to create the image of a person who knows the specifics of his work in a business environment.

Telephone etiquette or basic rules of behavior during a telephone conversation: a list

If you, by occupation, call on behalf of a company or organization that receives incoming calls or forwards customer calls to other persons, then you definitely need to familiarize yourself with the basic rules of telephone etiquette. This will help you establish yourself in a professional environment as a competent specialist, as well as among clients.

The norms of telephone etiquette dictate their terms to modern companies that systematically care about their reputation. Knowledge of telephone etiquette is one of them.

Which of the company's employees should know by heart and put into practice the rules of telephone etiquette:

the person who receives incoming calls
person who calls on behalf of the organization
who receives customer calls forwarded to him

What does it mean to follow the rules of telephone etiquette:

When talking on the phone, it is important to maintain an even intonation of your own voice and not give vent to emotions. Since during a telephone conversation one of the three channels that allow people to communicate is activated (these include "sign language", intonation and words), the interlocutor, losing one of the channels, begins to perceive the meaning of the message in a somewhat abbreviated form.
The meaning of what was said over the phone is conveyed as follows: the absence of "sign language" leads to the fact that the remaining two channels (intonation and words) account for 100% of the meaning of what was said, more precisely, 86% is allocated to intonation, and only 14% to words.
The voice of the interlocutor conveys the emotional coloring of the message. The interlocutor develops his own impression of who called him. Therefore, by communicating any information to the interlocutor by phone, you can not only influence its initial perception, but also be able to create a mood for the interlocutor.

Try to convey your energy and enthusiasm with intonation

Smiling during telephone conversations is also necessary. You should not think that, deprived of the opportunity to see you, the interlocutor will be able to catch the confidential notes you need and a positive attitude in the absence of a smile. Try to convey your enthusiasm with intonation.
When talking on the phone, do not fall apart in a chair, do not stretch your legs on the table. In a semi-recumbent or semi-sitting position, the angle of the diaphragm shifts, which changes the timbre of the voice. At the other end of the wire, they will definitely guess that at that moment you are lying. The only thing that you can convey to a client or an employee of another organization with the help of a phone call in this way is your disinterest and complete indifference.
When answering a phone call, remember to greet the caller. However, for different times of the day, use the appropriate greeting: “Good morning! Good afternoon Good evening!".
When you greet the person who dialed your organization's phone number, you show how important this call is to you and that you enjoy the conversation, no matter what information you hear. But even if your personal attitude towards the person from whom you need to find out some information over the phone has a negative connotation, then on the other end of the wire they should not guess about it.

Don't let your emotions run wild on the phone

There is a category of people who, picking up the phone, say invariably and without any intonation "Hello!", "Yes!", "I'm listening!", "Company (name)!", "At the machine!". You should not be likened to such "telephone dinosaurs", because the caller after such a "greeting" is unlikely to express a desire to continue the conversation. Most likely, he will also dryly report the necessary information and end the conversation.

A telephone conversation after the greeting includes the name of the organization. When receiving outside calls, remember to give the full name of the firm or institution you work for.

There are two options for an official greeting, which are carried out over the phone:

Option 1: with a minimal approach.

The caller greets the caller and names the organization. An example of such a greeting: “Good evening! The editors of the magazine "Rocket".

Option 2: with the maximum approach.

This option implies a greeting, the name of the organization, the name of the person who answers the call. An example of such a greeting: “Good morning! The editors of the magazine "Rocket", Nadezhda Viktorovna is listening!

Whichever option you like best, use that one. Both options help create the impression of a professional person answering the phone. The caller will have the same opinion about the organization.

Answer an incoming call after the 2nd or 3rd ring

One of the main laws of business telephone communication is that you need to answer an incoming call after the 2nd or 3rd ring. The “telephone” personnel who are responsible for answering the phone (telephone operators, company secretaries, hotline workers) learn this rule as the most important thing.
Why is it not recommended to pick up the phone after the first ring? Everything is explained very simply: the caller may think that the employee of the organization was bored before, not knowing what to do, waiting for the next call. In the few seconds that you have before the second or third call, you will be distracted from the business that you were busy with before and fully focus on the incoming call.
Answering incoming calls after the 4th or even 5th ring is not recommended for the simple reason that the caller may become impatient while waiting for an answer on the phone. During this short period of time, the caller will have time to form a "certain" opinion regarding the company's interest in customers and the ability to quickly respond to their needs and problems.

Answering incoming calls after the 4th or even 5th ring is not recommended

Who should introduce themselves on the phone first?

Having dialed the phone number you need, do not repeat the mistakes of those who start the conversation with the phrase: "You are worried about (name of organization)" or "You are worried about the issue." This is how insecure people or those who want to appear polite begin a telephone conversation. Why are these phrases unsuccessful? If you “disturb (disturb)” the person on the other end of the wire, then from the very first minutes of the conversation he has a negative attitude towards the caller and the call itself.
This will automatically cause a feeling of anxiety, and thereby, as if you yourself give a reason to treat your call as unwanted, which only distracts you from important matters.
Do not create uncomfortable moments for yourself and the interlocutor with phrases that sound like "I have to disturb you and violate your comfort, because I need to clarify some questions."

With what phrase to start a conversation? Say hello and introduce yourself. For example, it might sound like this: “Good afternoon! Gennady Pavlovich is calling you from the printing house.”

Who should be the first to introduce themselves on the phone

Video: Business phone etiquette

How to introduce yourself on the phone when making an outgoing call in a company, office, home call?

When making an outgoing call, be sure to ask if your interlocutor can talk to you. After all, he can have his own to-do list or plan meetings, meetings. Most likely, before picking up the phone, he was busy with something and you tore him away from this activity. Keep this in mind when making a call to a mobile phone.
After you've introduced yourself, don't rush to jump right into the question that prompted you to call him. Find out if the interlocutor has time to listen to you, and only if the answer is yes, get down to business. So you show that you value his time and position yourself in the eyes of the interlocutor as a professional. This cannot but inspire respect for you and the organization you represent.

Option 1: Introduce yourself first. After that, ask the interlocutor if he has time to listen to you, while voicing the purpose of the call.

Option 2: Introduce yourself, name the purpose of the call, and only after that ask if the interlocutor will be able to devote time to you.

How to greet a client on the phone during a business conversation?

If you are not the initiator of the conversation:

"Art Center Leonardo, good evening, administrator Olga, I'm listening to you."
If you consider such a phrase too long, then you can limit yourself to an abbreviated greeting: “Leonardo Art Center, good evening!”.
Very often you can hear such a greeting: "Hello!". However, it is permissible to say hello in a personal meeting, and in business communication such free phrases are unacceptable.

If you are the caller:

Introduce yourself, state your organization or company name, and ask if your interlocutor has time to

Video: Correctly introduce ourselves to the client on the phone

How to use the phone correctly: telephone etiquette phrases

The following phrases will be the key to proper business communication over the phone:

If it's not hard for you
Thank you for your time
Do you have time to wait for a response? Will I need to contact the supply department?
I will verify this information and call you back.
Thank you for taking the time out of your schedule for this conversation.
Thank you for taking the time to talk despite your busy schedule.

The following questions will help you clarify your information:

Can you hear me well?
Sorry, I didn't hear. Please repeat.

Phrases of phone etiquette

How to end a business call?

End the conversation with a standard question that requires a clear answer:

So, are we in agreement on this issue?
May I take it that we have reached an agreement on this matter?
As I understand you (in this matter), can we count on your support?

How to answer phone calls in the office and at home?

Video: How to answer a phone call?

How many cases can "fail" from one wrong "ALE" on the phone. To prevent this from happening, you need to know telephone etiquette.

Tatyana Koshechkina, a business expert and director of the Augusta Maria company, shares the secrets of successful telephone communication.

By the way a person talks on the phone, one can judge him and the company he represents. Therefore, what are the rules for communicating on the phone?

The phone rang. And you picked up the phone. You can sound professional or you can sound very personal. Or like a sleepy chicken, if this is your first call of the day. The way you answer the phone creates the first impression of the company and of you personally. Imagine you are trying to call a company to place an order and give this company your money. At first the phone is busy. Then they don't answer for a long time. Finally, the phone is picked up, and you hear a sluggish, sleepy voice, pulling “Yes-ah-ah-ah-ah?”. I'm sure at this point you want to say "No" quickly and clearly. And buy what you were going to buy somewhere else.

After all, any sale, immediately now or in the future, begins with the first contact. And if it's your job to communicate with customers, even if it's just switching the call to the right number, then you are just as responsible for the financial performance and success of your company as other employees. You create the first impression, and as you know, it takes up to twenty additional positive contacts to correct a bad first impression.

Isn't it better to make a good first impression?

How to answer incoming calls correctly?

How to sound professional, a few basic basic tips:

1. The working day has begun. You haven't talked to anyone yet, but they could call any minute. So get your voice in working order. Cough if you need to, sing if you like. Just read something out loud.

2. Calls must be answered quickly. The handset must be picked up after the third ring, as soon as possible, but not later.

3. Smile before answering. A smile is always heard. And people love to talk to those who are in a good mood.

4. And focus on the call. Do not try to answer emails at the same time.

5. Be sure to say hello, say the name of the company, greeting the caller. This is the start of a professional conversation and a time saver if the caller has the wrong number.

6. It's good to say your name. If this is not a general number, but your direct line, then it is simply necessary to introduce yourself.

8. If you are asked to deliver something for an absent colleague, be sure to write it down and re-record it to avoid possible errors, such as in the phone number.

10. A phone call is the same business meeting in miniature. So please clarify your request/problem. Find a solution (it can be very simple - for example, call us back at 10:30 and I will put you in touch with the necessary specialist). Make an action plan (write a letter, send an order, send a message)

11. Don't forget to say goodbye.

12. The basic rule is to be kind and friendly, but remain businesslike and professional.

How to politely decline a phone call?

If you need to refuse a person, then you definitely need to apologize, explain the reason for the refusal without entering into lengthy negotiations and discussions, and it is very good to offer a compromise or an adequate replacement.

How to maintain confidentiality? Often the conversation can be recorded or the speakerphone turned on.

Turning on the speakerphone, and even more so recording, you must notify the interlocutor and obtain his consent. In most countries, recording without the caller's knowledge is considered illegal. As for confidentiality, it depends on the conversation and on the audience. It doesn't matter if it's a phone call or a face-to-face meeting.

If you think you are being secretly recorded, don't say anything you don't want to see/hear on the internet tomorrow.

Telephone etiquette is the ability to speak on the phone without wasting time and at the same time, solving all issues. The above rules of communication will help to conduct telephone conversations correctly.

"Well said! Well Said! Presentations and conversations that get results.

At the beginning of your speech, you have only 60 seconds to capture the attention of the audience, gain confidence in people, orient them in the topic and set them up for further listening. If you waste a precious introductory minute on jokes, agendas, apologies, useless details, thank yous, or incoherent stammers, your audience's attention will be irretrievably lost. You must be creative with the introduction, the most important part of the work. This is a difficult task for any speaker, and you will have to rehearse well and work out the challenging opening.

Darlene Price

1. Tell an exciting story

Storytelling is one of the most powerful and successful techniques. From birth, people like to listen and learn from. Fairy-tale heroes, villains from campfire tales or theatrical characters captivate us with their dialogues, conflicts and destinies. With their help, we gain worldly experience and draw parallels with our own lives, which easily holds the attention of any person.

At best, it should be a personal first-hand story, telling the audience why you were puzzled by the topic of the report. Although a story about another person whom the public can recognize will do. Alternatively, reveal a fable, fairy tale, wisdom, or historical event. The idea is that your 60-90 second introduction will captivate the audience and contain the key idea of the entire subsequent report.

What problems have you (or someone else) encountered on the topic of the talk? How did you (or someone else) overcome them? Who or what helped or hindered you? What conclusions were made? What should your audience get and feel after reading the story?

2. Ask a rhetorical question

And what Russian does not like to drive fast?

And who are the judges?

Dreams, dreams, where is your sweetness?

Rhetorical questions help to convince. If they are thoughtful and presented in the right form, the audience will follow the path that the speaker intended. With their help, it is easy to persuade listeners to their point of view.

Monkey Business Images/Shutterstock.com

At the same time, the question does not always have to give an unambiguous answer “yes” or “no”. You can arouse people's curiosity and make them think about the answer by asking something more "heavy".

3. Voice a shocking statistic or headline

A bold statement or catchy headline is the perfect way to convince your audience to take your advice and follow through. The main thing is that they accurately reflect the purpose of your speech.

For example, the VP of Sales for a leading US healthcare company successfully sells hospital software in a very flashy manner. He begins with dry but painfully poignant numbers: “Medical errors leading to the death of a patient have become the third leading cause of death after heart disease and cancer. We are talking about 400 thousand cases per year. This is much more than previously thought. We are creating a world without medical errors, and we need your help.”

4. Use a strong quote

Give the wise words of a famous person whose name will add attractiveness and social weight to your speech. But it is important to understand that the quote must be relevant: make sense and relevance specifically for your audience.

Imagine that you are the conflict manager and you are trying to convince the group to reach an agreement. When opening a negotiation, you could quote Mark Twain, who once said, “If two people agree on everything, there is no need for one of them.” The next sentence should add a touch of unity: "Even though not all of us see the way out of the problem in the same way, the efforts of each of us are essential in reaching an agreement."

5. Show an effective photo

A picture is worth a thousand words. And maybe more.

Use pictures instead of text whenever possible. A good photo adds aesthetic appeal, enhances comprehension, fills the audience's imagination, and makes the presentation more memorable.

Matej Kastelic/Shutterstock.com

For example, the president of an electrical equipment company skillfully inspired his managers to cut costs. Instead of showing them the usual diagrams, graphs and tables, he opened the meeting with a rather strange question: "Why did the Titanic sink?" In unison, there was a mention of a collision with an iceberg. Then the head of the company displayed an image of an iceberg on a common screen: its tip was visible above the water, but a much larger part was hidden under the surface. “The same is true for our company. Hidden costs are the same underwater danger that will pull us to the bottom.” This visual metaphor inspired executives, and their proposals ended up saving millions of dollars.

6. Get creative

Themed props are a sure way to keep your listeners' attention. Visual support will emphasize your idea.

So, being an avid tennis fan, the head of a large insurance company began his speech with a spectacular hit with a racket. Thus, he expressed his determination, "won a point against competitors", rallied the team and ultimately "won the Grand Slam".

Think about how you could use a wall clock, a colorful bag, a bunch of carrots, ball juggling, or card manipulation to captivate your audience, add humor, and get your message across.

7. Start a short video

Imagine you start your production presentation with a video in which satisfied customers give a positive review of your product. Or you open a fundraising event for endangered species with a mini-film about the Amur leopard and its offspring.

The video evokes an emotional reaction. Unlike words and slides, a short film adds drama and conveys the essence of what is happening faster.

As Walt Disney said: