Essential Cell Phone Etiquette in the Workplace
Proper cell phone manners are crucial in the workplace to maintain professionalism and respect for colleagues and customers. Avoid using your phone in front of customers, answer important calls discreetly, and adhere to company policies regarding phone use during work hours.
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Presentation Transcript
Telephone Skills Communicative Workplace English
Cell Phones At Work KNOW YOUR EMPLOYER S CELL KNOW YOUR EMPLOYER S CELL PHONE USE POLICY PHONE USE POLICY 3
Cell Phones At Work KNOW YOUR EMPLOYER S CELL KNOW YOUR EMPLOYER S CELL PHONE USE POLICY PHONE USE POLICY Some work places, particularly in the service industry, may require you to leave your phone in the staff room during your shift. 4
Cell Phones At Work KNOW YOUR EMPLOYER S CELL KNOW YOUR EMPLOYER S CELL PHONE USE POLICY PHONE USE POLICY Some work places, particularly in the service industry, may require you to leave your phone in the staff room during your shift. If you are allowed to have your phone with you during your shift, there are basic cell phone manners you should follow. 5
Cell Phones At Work KNOW YOUR EMPLOYER S CELL KNOW YOUR EMPLOYER S CELL PHONE USE POLICY PHONE USE POLICY Some work places, particularly in the service industry, may require you to leave your phone in the staff room during your shift. If you are allowed to have your phone with you during your shift, there are basic cell phone manners you should follow. What do you think are basic cell What do you think are basic cell phone manners to be followed in phone manners to be followed in the workplace in Canada? the workplace in Canada? 6
Cell Etiquette Never text, answer, or check your phone in Never text, answer, or check your phone in front of a customer front of a customer 8
Cell Etiquette Never text, answer, or check your phone in Never text, answer, or check your phone in front of a customer front of a customer If you receive an important call that you If you receive an important call that you must answer, walk to a quiet place and take must answer, walk to a quiet place and take the call quickly and quietly the call quickly and quietly 9
Cell Etiquette Never text, answer, or check your phone in Never text, answer, or check your phone in front of a customer front of a customer If you receive an important call that you If you receive an important call that you must answer, walk to a quiet place and take must answer, walk to a quiet place and take the call quickly and quietly the call quickly and quietly Do not answer your phone or make a call in Do not answer your phone or make a call in the washroom! the washroom! 10
Cell Etiquette Never text, answer, or check your phone in Never text, answer, or check your phone in front of a customer front of a customer If you receive an important call that you If you receive an important call that you must answer, walk to a quiet place and take must answer, walk to a quiet place and take the call quickly and quietly the call quickly and quietly Do not answer your phone or make a call in Do not answer your phone or make a call in the washroom! the washroom! Make sure that your ring and text tones are Make sure that your ring and text tones are work appropriate work appropriate 11
Cell Etiquette Never text, answer, or check your phone in Never text, answer, or check your phone in front of a customer front of a customer If you receive an important call that you If you receive an important call that you must answer, walk to a quiet place and take must answer, walk to a quiet place and take the call quickly and quietly the call quickly and quietly Do not answer your phone or make a call in Do not answer your phone or make a call in the washroom! the washroom! Make sure that your ring and text tones are Make sure that your ring and text tones are work appropriate work appropriate Set your phone to vibrate Set your phone to vibrate 12
Cell Etiquette Never text, answer, or check your phone in Never text, answer, or check your phone in front of a customer front of a customer If you receive an important call that you If you receive an important call that you must answer, walk to a quiet place and take must answer, walk to a quiet place and take the call quickly and quietly the call quickly and quietly Do not answer your phone or make a call in Do not answer your phone or make a call in the washroom! the washroom! Make sure that your ring and text tones are Make sure that your ring and text tones are work appropriate work appropriate Set your phone to vibrate Set your phone to vibrate Turn your phone off! Turn your phone off! 13
Answering and Making Calls At Work 14
Answering and Making Calls At Work There may be times you have to take or make calls at work 15
Answering and Making Calls At Work There may be times you have to take or make calls at work Talking on the telephone can be very stressful and challenging in your second language 16
Here are some dos and don'ts for telephone English
Do Say Don t Say Adapted from You re Hired Now What? Used with permission 18
Do Say Don t Say Who is this? Adapted from You re Hired Now What? Used with permission 19
Do Say Don t Say Who is this? May I ask who is calling? Adapted from You re Hired Now What? Used with permission 20
Do Say Don t Say Who is this? May I ask who is calling? What s your name? Who are you? Adapted from You re Hired Now What? Used with permission 21
Do Say Don t Say Who is this? May I ask who is calling? What s your name? Who are you? I m sorry, but I didn t get your name. Adapted from You re Hired Now What? Used with permission 22
Do Say Don t Say Who is this? May I ask who is calling? What s your name? Who are you? I m sorry, but I didn t get your name. What do you want? Adapted from You re Hired Now What? Used with permission 23
Do Say Don t Say Who is this? May I ask who is calling? What s your name? Who are you? I m sorry, but I didn t get your name. What do you want? How can I help you? Adapted from You re Hired Now What? Used with permission 24
Do Say Don t Say Who is this? May I ask who is calling? What s your name? Who are you? I m sorry, but I didn t get your name. What do you want? How can I help you? I can t hear you. Speak up. Adapted from You re Hired Now What? Used with permission 25
Do Say Don t Say Who is this? May I ask who is calling? What s your name? Who are you? I m sorry, but I didn t get your name. What do you want? How can I help you? I can t hear you. Speak up. I m sorry, I can t hear you. Could you please speak a little louder? Adapted from You re Hired Now What? Used with permission 26
Do Say Don t Say Who is this? May I ask who is calling? What s your name? Who are you? I m sorry, but I didn t get your name. What do you want? How can I help you? I can t hear you. Speak up. I m sorry, I can t hear you. Could you please speak a little louder? She s out to lunch. She s in the washroom. She s busy. She s on the phone. Adapted from You re Hired Now What? Used with permission 27
Do Say Don t Say Who is this? May I ask who is calling? What s your name? Who are you? I m sorry, but I didn t get your name. What do you want? How can I help you? I can t hear you. Speak up. I m sorry, I can t hear you. Could you please speak a little louder? She s out to lunch. She s in the washroom. She s busy. She s on the phone. I m sorry, Ms. Smith isn t available at the moment. May I have her call you back/May I take a message? Adapted from You re Hired Now What? Used with permission 28
Do Say Don t Say I wasn t the person you talked to before. Adapted from You re Hired Now What? Used with permission 29
Do Say Don t Say I wasn t the person you talked to before. I m sorry, you must ve spoken with someone else. How can I help you? Adapted from You re Hired Now What? Used with permission 30
Do Say Don t Say I wasn t the person you talked to before. I m sorry, you must ve spoken with someone else. How can I help you? That s not my department. Adapted from You re Hired Now What? Used with permission 31
Do Say Don t Say I wasn t the person you talked to before. I m sorry, you must ve spoken with someone else. How can I help you? That s not my department. I m sorry I can t help you with that. Let me connect you with someone who can. Adapted from You re Hired Now What? Used with permission 32
Do Say Don t Say I wasn t the person you talked to before. I m sorry, you must ve spoken with someone else. How can I help you? That s not my department. I m sorry I can t help you with that. Let me connect you with someone who can. He s not here. Call back later. Adapted from You re Hired Now What? Used with permission 33
Do Say Don t Say I wasn t the person you talked to before. I m sorry, you must ve spoken with someone else. How can I help you? That s not my department. I m sorry I can t help you with that. Let me connect you with someone who can. He s not available at the moment. May I have him call you back? He s not here. Call back later. Adapted from You re Hired Now What? Used with permission 34
Do Say Don t Say I wasn t the person you talked to before. I m sorry, you must ve spoken with someone else. How can I help you? That s not my department. I m sorry I can t help you with that. Let me connect you with someone who can. He s not available at the moment. May I have him call you back? He s not here. Call back later. She doesn t work here anymore. Adapted from You re Hired Now What? Used with permission 35
Do Say Don t Say I wasn t the person you talked to before. I m sorry, you must ve spoken with someone else. How can I help you? That s not my department. I m sorry I can t help you with that. Let me connect you with someone who can. He s not available at the moment. May I have him call you back? He s not here. Call back later. She doesn t work here anymore. I m sorry, she s no longer here. How can I help you? Adapted from You re Hired Now What? Used with permission 36
Do Say Don t Say I wasn t the person you talked to before. I m sorry, you must ve spoken with someone else. How can I help you? That s not my department. I m sorry I can t help you with that. Let me connect you with someone who can. He s not available at the moment. May I have him call you back? He s not here. Call back later. She doesn t work here anymore. I m sorry, she s no longer here. How can I help you? This is Sam. What do you need? Adapted from You re Hired Now What? Used with permission 37
Do Say Don t Say I wasn t the person you talked to before. I m sorry, you must ve spoken with someone else. How can I help you? That s not my department. I m sorry I can t help you with that. Let me connect you with someone who can. He s not available at the moment. May I have him call you back? He s not here. Call back later. She doesn t work here anymore. I m sorry, she s no longer here. How can I help you? This is Sam. What do you need? This is Sam. How can I help you? Adapted from You re Hired Now What? Used with permission 38
Answering a Work Phone What to say: What to say: 40
Answering a Work Phone What to say: What to say: Most companies have a standard greeting for answering the phone, which they will teach you during your training. 41
Answering a Work Phone What to say: What to say: Most companies have a standard greeting for answering the phone, which they will teach you during your training. Examples: Examples: 42
Answering a Work Phone What to say: What to say: Most companies have a standard greeting for answering the phone, which they will teach you during your training. Examples: Examples: Tim Horton s, how may I help you? 43
Answering a Work Phone What to say: What to say: Most companies have a standard greeting for answering the phone, which they will teach you during your training. Examples: Examples: Tim Horton s, how may I help you? Boston Pizza, this is Mark speaking. How may I help you? 44
Answering a Work Phone What to say: What to say: Most companies have a standard greeting for answering the phone, which they will teach you during your training. Examples: Examples: Tim Horton s, how may I help you? Boston Pizza, this is Mark speaking. How may I help you? Good afternoon, Best Western. How can I help you today? 45
The Conversation May Continue Like This Customer Customer: Hi there. I m just calling to see how late you are open today. 47
The Conversation May Continue Like This Customer Customer: Hi there. I m just calling to see how late you are open today. We close at 9:00pm today and all weekdays. Employee: Employee: 48
The Conversation May Continue Like This Customer Customer: Hi there. I m just calling to see how late you are open today. We close at 9:00pm today and all weekdays. 9:00. Perfect. Thanks very much. Employee: Employee: Customer: Customer: 49
The Conversation May Continue Like This Customer Customer: Hi there. I m just calling to see how late you are open today. We close at 9:00pm today and all weekdays. 9:00. Perfect. Thanks very much. No problem. Have a great day! Employee: Employee: Customer: Customer: Employee: Employee: 50
