Etiquette in Telephone Conversation
Lesson Objective
By the end of the lesson the
learner should be able to:
a) Understand what telephone etiquette entails
b) Use polite language in telephone conversation.
c) Identify the right steps/guidelines to be followed when either
receiving or making a call.
In an age where a phone can buzz at any moment, it is easy to forget that every call is a conversation—and every conversation leaves an impression.
Many people think of manners as something reserved for formal events or written communication. Yet some of the strongest judgments we make about others happen over the phone, where voice replaces face and tone speaks louder than words. A single call can build trust, damage relationships, or quietly reveal how well we understand respect.
Telephone etiquette simply means behaving in a socially acceptable way when making or receiving calls. Because most phone conversations rely entirely on voice, the person on the other end judges us not only by what we say, but how we say it. Courtesy, clarity, and restraint matter.
A polite call begins promptly. Answering by the second or third ring shows attentiveness and respect. A warm greeting—whether informal or formal—sets the tone and helps establish rapport. Identifying oneself clearly is equally important. In English usage, giving your name is sufficient; adding titles such as Mr. or Miss when introducing yourself is considered inappropriate, though professional titles like Doctor or Professor are acceptable.
Good telephone manners also involve offering help. Simple phrases such as “How may I help you?” signal willingness and professionalism. When a call is meant for someone unavailable, it is courteous to request a message politely or ask the caller if they wish to hold. Abrupt questions like “Who are you?” or “What do you want?” shut down communication and come across as rude.
Throughout the conversation, clarity and politeness should guide every response. Using words like please, thank you, and sorry is not a sign of weakness; it is a sign of maturity. Even when dealing with a difficult caller, banging the receiver, interrupting, or responding with sarcasm only escalates tension. Calmness and patience remain the mark of good etiquette.
Equally important is what to avoid. Divided attention, impatience, name-calling, rude interruptions, and impolite language undermine effective communication. A phone call deserves full attention, just as a face-to-face conversation does.
And perhaps the simplest test of telephone etiquette comes in public spaces. How does it feel when someone answers a call in a matatu and speaks loudly for ten minutes, turning a shared space into a private stage? The discomfort, the interruptions, the unspoken irritation tell us all we need to know. Good telephone manners are not about rules—they are about awareness. Sometimes, courtesy begins with lowering one’s voice and remembering that other people are listening.
In an age where a phone can buzz at any moment, it is easy to forget that every call is a conversation—and every conversation leaves an impression.
Many people think of manners as something reserved for formal events or written communication. Yet some of the strongest judgments we make about others happen over the phone, where voice replaces face and tone speaks louder than words. A single call can build trust, damage relationships, or quietly reveal how well we understand respect.
Telephone etiquette simply means behaving in a socially acceptable way when making or receiving calls. Because most phone conversations rely entirely on voice, the person on the other end judges us not only by what we say, but how we say it. Courtesy, clarity, and restraint matter.
A polite call begins promptly. Answering by the second or third ring shows attentiveness and respect. A warm greeting—whether informal or formal—sets the tone and helps establish rapport. Identifying oneself clearly is equally important. In English usage, giving your name is sufficient; adding titles such as Mr. or Miss when introducing yourself is considered inappropriate, though professional titles like Doctor or Professor are acceptable.
Good telephone manners also involve offering help. Simple phrases such as “How may I help you?” signal willingness and professionalism. When a call is meant for someone unavailable, it is courteous to request a message politely or ask the caller if they wish to hold. Abrupt questions like “Who are you?” or “What do you want?” shut down communication and come across as rude.
Throughout the conversation, clarity and politeness should guide every response. Using words like please, thank you, and sorry is not a sign of weakness; it is a sign of maturity. Even when dealing with a difficult caller, banging the receiver, interrupting, or responding with sarcasm only escalates tension. Calmness and patience remain the mark of good etiquette.
Equally important is what to avoid. Divided attention, impatience, name-calling, rude interruptions, and impolite language undermine effective communication. A phone call deserves full attention, just as a face-to-face conversation does.
And perhaps the simplest test of telephone etiquette comes in public spaces. How does it feel when someone answers a call in a matatu and speaks loudly for ten minutes, turning a shared space into a private stage? The discomfort, the interruptions, the unspoken irritation tell us all we need to know. Good telephone manners are not about rules—they are about awareness. Sometimes, courtesy begins with lowering one’s voice and remembering that other people are listening.
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