7 Telephone and Voicemail Etiquette (2.1.7)

Phone calls are useful when you need to exchange information quickly but can’t speak in person. Some people mistakenly use email or text for issues that could be resolved more quickly with a quick call. If you don’t need a written record, a phone call is often the fastest way to reach busy colleagues or clients.

You’ve likely used the phone often—but using it professionally is different. Business conversations come with higher expectations than casual or family calls. In fact, some executives hire voice coaches to improve their phone communication. Phone skills are even more important today, with tools like conference calls, (VoIP), automated phone systems, and voice-to-text features on smartphones. Even in a world where texting is common, strong phone communication skills remain essential for professionals.

Tips for Professional Phone Conversations

When you’re on the phone, the listener can’t see your facial expressions or body language—so how you say matters just as much as what you say. Pay attention to the following tips to improve your phone skills:

• Speak slowly and clearly. You don’t need to speak unnaturally slowly, but make sure each word is easy to understand. If you talk too fast—especially with an accent—numbers like “eighteen” might sound like “eighty,” which could cause major confusion in important discussions.
• Use descriptive language. Without visual cues, your words need to paint a clear picture. Be specific and vivid to avoid misunderstandings.
• Repeat important details. Don’t assume your listener caught everything the first time. Repeat phone numbers and addresses, especially if they’re complex.
• Keep conversations private. To show professionalism, avoid taking calls in crowded or inappropriate places—like elevators or waiting rooms.
• Silence your phone during meetings or meals. As Simon Sinek points out, removing phone distractions  builds trust and strengthens communication.
• Use headhphones when possible. In public places, headphones help you keep the conversation discreet and reduce noise for others nearby.

Giving and Receiving Feedback by Phone

Effective phone communication includes active listening and clear feedback. It can be tricky to take turns naturally, since you can’t see when the other person is about to speak. With practice, you’ll develop your own natural and expressive style (Mayer, 1980, p. 21).

Leaving and Receiving Voicemail

If your call goes to voicemail, shift from a conversation to a short, focused message. Leave a message that is clear, concise, and includes:

1. A greeting with your full name (and organization name) and reason for calling.
2. A brief summary of your message—keep it short and focused.
3. Your contact information—say your phone number slowly and clearly, even if the listener already knows it,so they can write it down.

Avoid leaving confidential or sensitive information in a voicemail. If the topic is important, wait for a live conversation. Long voicemails may get cut off—and you might not realize it, so keep your message brief.

Make sure your own voicemail greeting sounds professional and keep the message up to date. If someone leaves you a message, return the call as soon as you can. While generally accepted etiquette suggests a 24 hour window is acceptable when responding to emails, that rule doesn’t apply to returning voicemails.  Voicemail is often used when the matter is time-sensitive, so a prompt response shows professionalism and respect.

Attribution

This section was adapted from Chapter 15.4 “Telephone and Voicemail” in Fundamentals of Business Communication Revised (2022) and is used under a Creative Commons Attribution-ShareAlike 4.0 International license.

Reference

References are at the end of this chapter.