“Please and Thank-you”
To be an effective
communicator, proper usage
of telephone skills is
necessary.
Telephone Etiquette
Guidelines for
incoming calls:
Answer the phone on
the first ring and no
later than the third
ring…..
Smile as you answer
the phone the caller
may not be able to see
your smile, but he/she
can hear the smile in
your tone of voice.
Speak distinctly
don’t rush your
words
Avoid a monotone
or indifferent tone
Be courteous and
helpful
Identify the hospital
department or
office, followed by
your name.
Use proper phone
etiquette when asking
questions.
Proper questions and
responses: May I have
your name please?
Could you repeat that
please? How may I
help you? I’m sorry; I
didn’t understand what
you said….
Improper Questions and
Responses
Name?
What’d you say?
What do you want?
Huh?
Never use words
like “yea”, or “naw”
or “yep”
If unable to assist the
caller, tell him/her that
you will place him on
hold while you ask for
assistance.
Try not to keep the
caller on hold for more
than one minute
without keeping
him/her informed as to
when help will arrive.
If you need to take a
message, be sure to
include the date, time
caller, message, return no.,
and your name or initials.
Always read messages
back to caller to assure
that you have the correct
information. If the caller’s
name is unusual ask for
the spelling.
Allow the caller to hang up
first so that you do not miss
something her or she may
want to add.
Guidelines for outgoing calls
Prepare any questions you need to ask before
you call.
Have information ready that might be asked of
you.
Always write down name of person you talk with.
Document specifics.
Don’t call to socialize.
Remember always use discretion with
confidential information.
Remember always Smile
with your voice!