How do you tailor your phone etiquette to different situations?

1 Professional calls

When you make or receive a professional call, you want to convey a sense of respect, competence, and courtesy. You should use a clear and confident voice, introduce yourself and your company or role, and state the reason for the call. You should also use formal language, avoid slang, jargon, and filler words, and address the other person by their title and last name, unless they invite you to use their first name. You should also follow the agenda of the call, ask for permission before putting someone on hold or transferring them, and end the call with a summary of the main points and action steps.

2 Personal calls

Personal calls are more casual and relaxed than professional ones, but they still require some basic etiquette. You should avoid calling someone at inappropriate times, such as late at night or early in the morning, unless it is an emergency or you have their consent. You should also respect the other person's privacy and boundaries, and not ask intrusive or sensitive questions, unless you have a close relationship with them. You should also be mindful of the background noise and distractions, and not multitask or interrupt the other person while they are speaking. You should also express your appreciation and interest, and end the call on a positive note.

3 Formal calls

Formal calls are those that involve a high level of protocol, such as diplomatic, ceremonial, or legal calls. They require a strict adherence to etiquette, such as using proper titles and honorifics, following a predefined script or format, and using polite and respectful language. You should also avoid any jokes, sarcasm, or personal opinions, and focus on the facts and objectives of the call. You should also pay attention to the cultural norms and sensitivities of the other person, and avoid any gestures or words that might be offensive or inappropriate. You should also thank the other person for their time and cooperation, and confirm the next steps or follow-up actions.

4 Informal calls

Informal calls are those that involve a low level of formality, such as friendly, social, or casual calls. They allow more flexibility and creativity in your phone etiquette, such as using slang, emojis, or humor, and sharing your emotions and opinions. You should also use the other person's first name or nickname, and adjust your tone and language to match theirs. You should also be attentive and responsive, and show your enthusiasm and support. You should also avoid any topics that might be controversial or uncomfortable, and respect the other person's preferences and feelings. You should also end the call with a warm and sincere farewell.

5 Challenging calls

Challenging calls are those that involve a potential or actual conflict, such as complaints, disputes, or negotiations. They require a high level of patience, empathy, and professionalism in your phone etiquette, such as listening actively, acknowledging the other person's point of view, and apologizing or offering solutions when appropriate. You should also avoid any aggressive, defensive, or rude language, and not raise your voice or interrupt the other person. You should also remain calm and composed, and not take anything personally or emotionally. You should also focus on finding a common ground and a win-win outcome, and end the call with a clear and respectful agreement.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?