Today is Tuesday, so this post is on positive personal impact.
I was reading Ann Marie Sabath’s little book Business Etiquette: 101 Ways to Conduct Business With Charm and Savvy the other day. I was struck by Tip 26: “ask before putting someone on speakerphone”. Again, this seems like common sense to me, but I’m always surprised by the number of people who don’t extend this common courtesy.
Ms. Sabath says it well:
- “There are very few devices that register as much displeasure from unsuspecting phone users as the speakerphone. It you’re using it, this technology is a superb and welcome convenience. If you subjected to it without warning, however, it’s among the rudest of rude telephone awakenings. Many listeners report that they feel as if the other person is talking to them from the bottom of a well…their instinct is to shout.”
I chuckled when I read this passage. It’s true – for me at least. I don’t like it when someone picks answers the phone using the speakerphone. I don’t know if anyone beside the person I called is in the room – and able to hear what I have to say. I don’t have all that many conversations that are so sensitive that other people can’t hear what I have to say, but I still don’t like not knowing if someone else is listening.
My financial advisor usually uses his speaker phone to answer incoming calls. However, as soon as I (or any other customer, I assume) identify myself, he picks up the receiver. I like this, it makes me feel as if I am a valued customer who deserves privacy. He tells me that he does this on purpose, just to make every caller feel as if he or she is valued – pretty clever, huh?
On the other hand, most of us participate in conference calls these days. When I call into a conference call, I am assuming that there will be several people on the other end of the line, so I conduct myself accordingly.
Sometimes, there are times when a group of people are meeting in one place and they place a call to another person who cannot be in attendance physically. When I place such a call, I always begin by saying “Joe (or Cathy), this is Bud Bilanich. I’m in a room with Steve, Mary, Diane, Pete and Sarah. You’re on the speakerphone.” In this way, the person I’ve called knows that what he or she says will be heard by several people, and he or she knows exactly who these people are.
I even extend this courtesy to technical service people. On occasion, I’ll have a problem with my computer that requires me to call a technical service line. Typically, I’ll call using the handset and explain my problem. As the other person begins to help me with the problem, I’ll say something like “I’m in my office (or a hotel room) by myself. Is it OK if I put you on the speakerphone so I can use both hands on my computer?” The answer is always yes. But the important thing is that I have shown some courtesy and respect to the technical service person by asking his or her permission. (And, I’m often improving international relations, as these days many technical service reps are located in India).
Of course there is another answer to the need to use two hands when on a telephone call – get a headset. This will allow you to speak privately, while still leaving your hands free to use your computer. A headset doesn’t work when you need the person on the other end of the line to participate in a group discussion, though
The common sense point here is simple. Initiate phone conversations using the handset. Then, ask the other person’s permission to use the speakerphone. This is a small courtesy, but is demonstrates your concern for the other person – and helps you make a favorable personal impact.
That’s it for today. Thanks for reading. Log on to my website www.BudBilanich.com for more common sense. Check out my other blog: www.CommonSenseGuy.com for common sense advice on leading people and running a small business.
I’ll see you around the web, and at Alex’s Lemonade Stand.
Bud
PS: Speaking of Alex’s Lemonade Stand – my fundraising page is still open. Please go to www.FirstGiving.com/TheCommonSenseGuy to read Alex’s inspiring story and to donate if you can.
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