Telephones have been around for more than 100 years. And now cell phones have become common place, even among some elementary-age children. During a recent Office Etiquette presentation, I offered these helpful reminders on telephone etiquette and received positive comments and feedback afterwards:  

1. Speaker phones were never designed to use in a cubicle or open floor plan. If you work in a non-private office, be sensitive to those around you by using a hand or head set.
2. Speaker phones work great in conference rooms or offices with doors. Just be sure to shut the door before getting started with your conversation.
3. In the event of coughing, sneezing or other bodily sounds, know where your mute button is.  Others will thank you.
4. If your employer does not require you to use your cell phone, then completely silence it or shut it off during business hours. Turning it to Vibrate will still interrupt others should you be in a meeting or have it sitting nearby. 
5. When attending a meeting, never place your cell phone in the space (desk or table)  between you and others.
6. Avoid setting your cell phone on any surface where food will be served. Instead, tuck your phone in a pocket, handbag, or briefcase.
7. When speaking with a customer, always ask permission before placing them on hold. This gives them a choice and allows them to feel in control. Likewise, when returning to the phone after having placed someone on hold, always thank them for holding. Examples:
   
   
   • "Mr. Smith, may I place you on hold while I check on your order?"
   • "Thank you for holding, Mr. Smith. Here's what I discovered."
    
8. At the end of a conversation with a customer or client, allow them to be the first to hang up and disconnect the call. Your client should never hear a dial tone before you do.

BlackBerry Users -

• When typing an email address, hit the space bar to insert the @ symbol. This also works to insert the period used in email addresses. 
• To scroll through a screen-length of emails just press the spacebar.
• Press the "T" key to return to the Top of your emails.
• Press the "B" key to move to the Bottom of your email list.
• When reading an email press the "R" key to Respond.

Website Update

Our home page now contains three new video clips of Audrey's presentations.  If you've never seen her speak and want to get a feel for her style, check them out.

For more articles on Office Productivity or Lean Office, check out our Article Bank.  

© Audrey Thomas