Telephone calls are an important means of personal communication. They make up a large proportion of all Cooperative Extension contacts with the public. Only by using the telephone properly, however, can educators use this tool to its full educational potential.

An effective telephone personality will help educators make friends and create goodwill. The person on the other end of the line can only judge the attentiveness of the educator and office staff by the verbal expressions. Everything depends on the voice and telephone habits. Educators can develop a pleasing telephone personality by learning and practicing proven skills.

Information is requested and given over the phone. It is one of the cheapest and most convenient ways for clients to request and receive information that they need immediately. The telephone is also used for introducing oneself, making appointments, arranging programs, scheduling meetings, getting information from other organizations, keeping in contact with colleagues and business transactions relating to the maintenance of the office.

1. Personal calls to friends that tie up in-coming calls.

2. Monopolizing the telephone -- the educator does all of the talking during a telephone conversation and does not take time to listen to the other person.

3. Making many long outbound calls keeps inbound calls from being received.

4. Casual manners -- Using slang words and expressions, forgetting to say "please, thank you, you're welcome," or forgetting to personalize the call by using the callers name.

5. Unorganized -- Not having a message pad ready; not having frequently requested information quickly available; having to put people on hold unnecessarily; allowing distractions to interrupt the phone call; not knowing where people have gone when they are out or when they will return (especially during emergencies).

6. Cultural insensitivity -- Some ethnic groups require face to face contact for transactions and especially decisions based on trust and personal commitment. The phone, in these cases, cannot replace an office appointment or a visit to the home or business by the educator.

7. Allowing certain callers to regularly tie up the phone with long conversations which wander off the subject and away from the educational purpose of the phone.

When the Office Telephone Rings

1. Answer promptly -- This helps build a reputation of efficiency. Try to answer on the first or second ring whenever possible.

2. Identify yourself -- to help assure the caller and start the conversation smoothly. This also personalizes the call.

3. Be friendly -- Show interest, be a good listener so the caller will not have to repeat what was said.

4. Be considerate -- Do not try to carry on two conversations at once. Callers should not be make to feel that they are competing with others in the office.

5. Use a professional voice -- which includes

a. alertness (wide awake and ready to help),

b. pleasantness (putting a smile into one's voice)

c. naturalness (use simple straightforward tone and language avoiding technical terms, slang and abbreviations like organization titles),

d. distinctness (speak directly into the telephone pronouncing words clearly and carefully), and

e. expressiveness (talk at a moderate rate and volume but vary the tone adding emphasis and vitality in what is said).

When Handling Calls for Others or Taking Messages

1. Be informative, courteous and interested in the caller.

2. Offer the caller help if you can replace the one who was called.

3. Be tactful.

4. Take complete, accurate messages

a. caller's name spelled correctly,

b. caller's firm or department if offered,

c. caller's telephone number,

d. date and time call was taken,

e. name of person who took the call, and

f. briefly double check the information with the person calling.

Establish Effective Office Organization

1. Have a note pad and pencil by the telephone as well as frequently called numbers, local directory, and reference material for frequently asked questions.

2. Designate a special place for messages.

3. Try to maintain an adequate number of people and phone lines to handle incoming calls.

4. Instruct office staff exactly how to handle telephone calls.

Take Time for Courtesy

1. Treat every call as an important call.

2. Return messages promptly; apologize for errors or delays.

3. Keep promises. Call back with requested information or the reason why it is not yet available.

4. Make certain everyone leaves word where s/he is going and for how long in case an emergency call comes in.

5. If you must make the caller wait longer than a minute, offer to return the call when you find the information.