Spoken Communication

Making Small Talk

• Know when not to interrupt: Don’t try to make small talk if the other person is engaged in another task.
• Don’t dominate: Don’t talk just about yourself. It’s easier to initiate and maintain small talk if you ask for the other person’s opinion and show interest in his or her thoughts and ideas.
• Stay informed: Staying abreast of current events and paying attention to pop culture will make participating in small talk easier.
• Avoid offending: Stay away from personal topics, such as divorce, death, or religion. Don’t curse or tell risqué jokes. Avoid stating your opinions in a derogatory way. Rather than say, “You’re wrong,” say something like, “I guess we just don’t agree on that. But it’s interesting to get your perspective.”
• Don’t correct: Small talk is for building connections, not showing superiority. Don’t correct another person’s grammar or make them feel embarrassed.
• Avoid gossiping: As tempting as it may be to discuss your coworker’s ugly outfit or recent social misadventure, gossiping reflects badly on you.

Listening

• Pay careful attention: Concentrate on what the speaker says. Take notes if it helps you, but only if it’s appropriate in the context of the situation.
• Don’t interrupt: Wait until the other speaker has finished before asking a question.
• Don’t multitask: Whether speaking in person or on the phone, don’t do anything else at the same time.
• Give positive feedback: Use body language (nodding, leaning forward, smiling) to show that you’re engaged.
• Ask questions: If you don’t understand something, ask for clarification. Good questions help you learn more and let the speaker know that you’re listening.

Talking on the Telephone

General Phone Etiquette

• Before switching a phone to speakerphone, always ask the person on the line whether he or she minds. If there’s someone else in the room with you while the speakerphone is on, let the person on the other end of the phone know immediately.
• Don’t pick up another call if you’re already on one.
• If you must put someone on hold, do so only for a minute or so at most.
• Don’t eat, drink, chew gum, or play music while on the phone.

When Making a Call

• Introduce yourself to whomever answers the phone and explain why you’re calling.
• Before launching into the conversation, ask whether it’s a convenient time to talk.

When Receiving a Call

• Pick up your ringing phone as quickly as possible.
• Answer your phone by identifying yourself.
• If you miss a call, return it as soon as possible.

Voicemail Etiquette

• Make your outgoing message brief. Give your name and the name of your company and request simply that the caller leave a message. Don’t try to be clever.
• If you’re out of the office for more than a day, create a message explaining that you’re out and stating when you’ll be back. Leave the number of a coworker who can be contacted for immediate attention.
• When leaving a message on someone else’s voicemail, begin by stating your full name, company name, and phone number slowly and clearly. Be brief.
• Remember that voicemail messages can be stored and shared. Don’t leave a voicemail message that you wouldn’t want others (such as your boss) to hear.