Be mindful when it comes to your words. A string of some that don’t mean much to you, may stick with someone else for a lifetime

  • Rachel Wolchin


Telephone has shortened the distance between people, organizations and made the world a global village. However, one problem with telecommunication is that it is oral and not face to face. When talking to someone face-to-face, it allows you to listen and watch the body language. Telephonists are very vital agents of an organization. They can promote or destroy the image of the organization depending on their verbal behavior throughout the journey of conversation with callers. They not only increase the quality of life in the workplace, they contribute to employee morale, embellish the company’s image, and play a major role in generating profit Telephonists need to be trained on how to properly represent the organization. Telephonists should offer help, greet, introduce themselves and be soft spoken.

Below are the general phone etiquette tips;

  • Pick the phone at worst at the third ring
  • Speak pleasantly, using basic phrases of courtesy e.g. ‘May I help you”, “Thank you”,” You are welcome”.
  • Smile on phone in order to have a pleasant voice or tone
  • Sound alert and active- let not your voice sound lazy, tired, rude, bored or disinterested.
  • Be polite or courteous to all calls irrespective of the circumstances
  • Do not slam the phone or cut off abruptly

The greater the controversy, the more the telephonists need manners.


I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.

  • Maya Angelou

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