“Please and Thank-you”

1. “Please and Thank-you” To be an effective communicator, proper usage of telephone skills is necessary.

2. Telephone Etiquette • Guidelines for incoming calls: • Answer the phone on the first ring and no later than the third ring….. • Smile as you answer the phone the caller may not be able to see your smile, but he/she can hear the smile in your tone of voice.

3. Speak distinctly don’t rush your words • Avoid a monotone or indifferent tone • Be courteous and helpful • Identify the hospital department or office, followed by your name.

4. Use proper phone etiquette when asking questions. • Proper questions and responses: May I have your name please? Could you repeat that please? How may I help you? I’m sorry; I didn’t understand what you said….

5. Improper Questions and Responses • Name? • What’d you say? • What do you want? • Huh? • Never use words like “yea”, or “naw” or “yep”

6. If unable to assist the caller, tell him/her that you will place him on hold while you ask for assistance. Try not to keep the caller on hold for more than one minute without keeping him/her informed as to when help will arrive. If you need to take a message, be sure to include the date, time caller, message, return no., and your name or initials. Always read messages back to caller to assure that you have the correct information. If the caller’s name is unusual ask for the spelling. Allow the caller to hang up first so that you do not miss something her or she may want to add.

7. Prepare any questions you need to ask before you call. Have information ready that might be asked of you. Always write down name of person you talk with. Document specifics. Don’t call to socialize. Remember always use discretion with confidential information. Guidelines for outgoing calls

8. Remember always Smile with your voice!