Business Telephone Etiquette for Success Proper telephone etiquette ( 电话技巧 ) is more important than ever in today’s business environment. Much of our business communication takes place on the phone: in the office, at home, in the car, nearly anywhere. In various areas, proper phone technique can make or break deals or relationships. Look at these guidelines that can help you use the phone as a powerful tool. First is the greeting. When answering the phone for business, be sure to identify yourself ( 告知身份 ) and your company. If answering someone else’s line, be sure to include their name in your greeting, so that the other party does not think they have reached a wrong number. When you are the person making the call, be sure to use proper phone etiquette from the start. You want to be sure to be polite to the “gatekeepers” ( 守门人 ) i.e. secretaries ( 秘书 ), receptionists ( 前台接待 ) etc. who answer the phone for your business contact, as they are the ones who have the power to put you through (or not). When you have reached the party, if your call has been expected, remind ( 提醒 ) them of the prior conversation and appointment ( 先前的谈话和约定 ). People get busy and can seem surprised until you remind them of where they should remember you from. If your call is not expected, unless it will be a short call, ask the party if they have the time for you. If the other person does not have time, briefly state ( 说明 ) the purpose ( 目的 ) of your call and ask for an appointment to follow up at a later time. Have a phone diary. Keep a pencil and pad near the phone and jot notes during phone conversations. This will help you “actively listen” and have a reference later. Employ active listening noises such as “Yes” or “I see” or “Great”. This lets the other person know that you care about what they have to say. End the call on a positive note by thanking the other person for their time and express an interest in speaking with them again (if that is true). A gracious ( 有礼貌的 ) goodbye leaves the door open for further communication. In this global village today, you never know whom you will be doing business with in the future, so burning any bridges, or telephone lines, would be unwise.