Phone Etiquette: 5 Things NOT To Say On A Work Call

While modes of communication have evolved with technology, most businesses still receive phone calls for product information, tech support, order status, billing questions, employee assistance, and so on. This means that employees should still be coached on the rules of phone etiquette, no matter how (or where) they accept a call.

Whether sitting at their desk or talking on-the-go, here’s our list of what NOT to say when answering a work call.

What NOT to Say in a Work Call

1. “I Don’t Know.”

Even if you genuinely do not know the answer, word it differently by saying, “That’s a good question, let me find out for you.”

If you have a coworker who could provide the answer, offer to connect the caller with them. Be sure you use the phrase, “I’m going to connect you with…” instead of the phrase “I’m transferring you to…” to give a more positive feeling.

When the call involves research, assure the person you’ll respond by a specific time. If that deadline comes and goes before you have an answer, communicate with the caller by saying, “I don’t have an answer yet, but I’m still researching it.” Be sure to communicate to let them know status and that you haven’t forgotten.

2. “We Can’t Do That.”

Hearing this roll off someone’s tongue instantly puts up the defenses. Instead, answer in a positive way by saying, “Let me see what we can do.” Show the caller you’re interested in finding a solution that works for both of you instead of just stating what you can’t do.

3. “You’ll Have To…”

This is another phrase that triggers the defenses. If you need the caller to do something, start off by saying, “Here’s how we can help you” and progress to “Are you able to” or “I need you to” and then complete the request.

Sometimes the way you phrase something makes all the difference, even if it is ultimately the same message.

4. “Just A Second”

Never in the history of saying “just a second” has it really only taken a second. While this is fine to say around your friends, give a more honest estimate of how long it will take when on a work call.

While on the subject, be sure to use proper English and avoid unnecessary jargon, slang, and acronyms. To keep things in check, ask yourself if your mom would have to look it up in the urban dictionary. If so, it shouldn’t be used in a professional work call. And if reading “your mom” just triggered a slew of jokes in your mind, be even more cautious about your phone call jargon.

5. “No.”

There are times when the answer is no, but your job is to find a way to state it as positively as possible. Examples may include, “I wish we could” or “The idea is great, but it’s just not an option right now.” Speak calmly and empathetically, as nobody wants to be told no.

Uphold a High Level of Professionalism in All Communication Modes

In every interaction with customers, vendors, or even coworkers, your goal should be to maintain a high level of professionalism.

Regardless of the business relationship you have with the other person or the method of communication used, you should never discuss topics or statements while on-the-clock that may be perceived as inappropriate, unproductive, or damaging.

Maintain Confidential/Sensitive Information

Never share confidential company information, proprietary data, or sensitive employee details that are not meant to be broadcast to anyone other than those considered “need-to-know.”

If you are unsure whether something you heard is true, refrain from spreading rumors. It would be better to be known as the silent employee than the source of gossip.

Speak Positively about Colleagues or Competitors

Positive words and encouragement boost morale, enhance teamwork, and foster loyal relationships.

Negative words, on the other hand, can quickly transform an office into a toxic work environment. They also damage professional relationships.

Before you speak, remember mom’s advice: “If you can’t say something nice, don’t say anything at all.”

Save Your Personal Problems for After Hours

When on-the-clock, keep discussions focused on work-related topics. Avoid discussing personal issues, health problems, or family matters in detail unless relevant to the conversation and appropriate for the audience.

Keep it Clean

Inappropriate or offensive language is not appropriate for a professional work environment. Avoid any kind of profanity, slurs, or offensive jokes that could be deemed unprofessional, inappropriate, or discriminatory.

On a similar note, avoid venting frustrations or complaining about work conditions, tasks, or management in an unprofessional manner. If you have legitimate concerns, address them with your manager or HR department, not with your coworker at the water cooler.

Do Not Overcommit

Only make promises that you are certain you can fulfill. Unkept commitments can lead to loss of trust and creditability.

Final Thoughts

Despite communication patterns evolving with technology and artificial intelligence (AI) becoming a crutch for responses, the words you use will always leave room for interpretation. Remember to take time to ensure you are leaving a positive, professional impression with your responses.

For more tips on proper workplace conduct, please contact your certified HR expert.

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