2.1. Cell Phone Speech Etiquette

As speaking on the cell phone is one of possible ways of commutation it also possesses certain set of communication formulas. So, it is possible to speak about cell phone speech etiquette and cell phone texting etiquette.

As convenient as cell phones are, they can be quite the nuisance at times. It is important that with the advancement of technology come new etiquette rules, especially when the technology involves communicating with others. Following etiquette can prevent one from becoming aggravated by his/her actions when one uses the cell phone.

Etiquette is in essence about proper conduct and presenting yourself favourably. Demonstrating good etiquette is important if one seeks to be successful. An area in which this is essential is the business phone call.

Most business meetings are events that are important for company communications and management. Some serve as platforms to gain approval for new initiatives, while others are creative or informative. The meeting's presenter and attendees should always follow proper business etiquette, no matter what type of meeting it is. Rudeness and interruptions take away from meeting outcomes and are what make people dread going to them. Moreover, speech etiquette rules inobservance will cause failing the success of the conversation and failing the success of the company as a result.

Cell phone speech etiquette for business is very similar to non-business cell phone etiquette. Respecting the physical presence of a fellow co-worker over a telephone call is the basis of this etiquette.

Millions of business phone calls are made every hour and day. Practicing good business phone etiquette helps encourage clear lines of communication, build rapport and avoid misunderstandings.

Most of us can recollect a phone call that left us feeling frustrated or irritated. It is necessary to use certain SEF for not to find oneself in such situations. All successful business interaction needs preparation. The phone call is no an exception. It is important to know whom one is calling, the most convenient time to do so, the reason for a call and what one can do for a person who is calling. One should be structured, short and sharp.

One should particularize his/her intention behind the call. It should not be assumed that receiver understands why you are calling him/her and what you expect of him/her. A person should expand upon information and specify the purpose of the call. It is better to ask questions in a concise manner. Paragraph-long questions are annoying for other listeners and confusing to speakers. One should ask a question in 10 words or less and pass on information that the receiver will understand, appreciate and find useful. Waffling and speaking generically will lose attention and generally reflect poorly on the caller. If the caller is not known to the receiver it is important that the purpose of the call and the caller's credentials are established immediately. A simple introduction followed by a sentence or two not only shows good phone etiquette but allows the receiver to set the forthcoming information within a context.

One of the most important conditions of successful conversation is listening to partner. Lee Bush, an assistant professor in communications, said that there is a difference between hearing and listening to a speaker. Hearing is the physical act of sound waves hitting the eardrum and sending a message to the brain. Listening is the intellectual understanding of the message sent to the ear. We should catch the idea of the speaker and then we will understand him/her for sure [5].

Speech etiquette on the phone considers speaking volume to be low. Wherever a person is in public, a voice should be kept at a low decibel. One would not want others around him/her to hear his/her conversation, so the lower speaking the more private conversation is. One should try to keep voice at normal conversational level.

It is effective to answer office phone with a smile. One’s co-workers deserve the same courtesy he/she gives his/hre clients. In an article written for Entrepreneur magazine, sales expert Tom Hopkins writes that if your smile can be seen in your eyes, it can be heard over the phone. Smiling gives your voice a naturally pleasant tone and helps you retain friendly professionalism. Remember that phone conversations rely on verbal communication alone to communicate. Nonverbal communication like hand gestures and facial expression aren't able to help you express yourself [19].

No less important is professional speaking. E-mails are the default communication in most workplaces. Cell phones are often used as main business lines. When answering a call in these cases, one should state his/her name and ask how one may help the caller. Calling customers by name makes them feel good and aids in memory retention; however, this can annoy if used excessively. A bad connection is a ground for asking for a returning call, rather than making the other person suffers through the noise. If there is a strong need to interrupt a call, use a phone's mute or hold functions. When the phone rings, one can safely assume that the phone call requires either an immediate response or is of a confidential nature. With that in mind, one should answer the phone quickly and with introducing oneself, giving the name of one’s organization or department name, and offering a help.

For example: "Marketing department, this is Jesse. How may I help you?"

This relieves caller of having to guess whether he's reached the right person and lets him get to his point more quickly.

Being at the office always one should check his/her voice mail immediately upon returning to a desk after a break, meeting or lunch. If the message is something that requires a response, one responds immediately via telephone unless the caller specifies otherwise. One’s immediate response helps co-worker get his/her job done more quickly.

When leaving voice mail, one keeps it brief, identifying oneself first, then the department and reason for calling. If one expects a response or an action to take place, one states a request clearly and early in the message. When relaying a call back number, always repeats the number, speaking slowly to give co-worker time to write down the number.

For example: "This is Jesse from Marketing. We're advertising our new book, 'Phone Etiquette for Modern Times' in our newsletter and need to have an item description and a product number from the web team. Can you please call me back at ext. 4872? Again, that's ext. 4872. Thank you."

The proper way to answer the telephone is "hello." On the other hand, simply answering "yes" is a curt and inappropriate response. The person making the call draws a very quick conclusion and those is, to think of that person as cold and aloof, and hesitate to communicate readily. When one pick up the phone, greets the person depending on the time of the day.

At times, someone other will answer the telephone. If that person is asked, "may I speak to Mr. ______ please," the response should be, "one moment please, I will get him for you."

If the person who is needed is not available the response should be, "I am sorry, Mr. _____ is not available at this time, may I take a message?" This is simply a form of good manners, whatever form it may be expressed, thoughtfulness for the feelings of others. What would he or she think if the answer to the question, "is Mr. _____ home please," would be an abrupt "no." This response would reflect negatively, on the actual person being called.

One should think about what time it is, when placing a call. One would not want to call when there is the possibility that person may be asleep. For example on a work morning before 7:00 a.m. would not be a good time. After 9:00 to 10:00 p.m. in the evening is not a good time, and it should be remembered to avoid calls around the usual period most people will be eating. Courtesy is expected when using the telephone just as if you are talking in person.

Dialing too quickly, or in inadequate lighting may be the cause of dialing a "wrong number," never just hang-up. So, one expresses an apology, letting them know one has dialed a wrong number. To avoid disturbing another person unnecessarily one dials carefully and makes sure can see the dial pad.

When speaking, one thinks of the way he/she sounds. Makes sure he/she enunciate words clearly and precisely. One speaks clearly and slowly when taking a business call. It is embarrassing to be asked to repeat what one is saying. The voice reflects courtesy, since that person on the other end of the line cannot see facial expressions a "tone of voice" will need to express this.

One should let the telephone ring a reasonable length of time. It is frustrating to just get to the telephone and hear a dial tone.

Good business phone etiquette demands professionalism at all times. When speaking to someone one should avoid the use of casual words and slang or personal questions.

Privacy and security around furtive issues must always be borne in mind on the phone. If it is imperative that sensitive discussions take place over the phone, business etiquette requires confirming with the receiver whether this is appropriate [18].

Being patient is a good demonstration of business etiquette which relies on staying calm, cool and collected under pressure or when facing a testing situation. Ability to stay patient earns respect and avoids rash actions or decisions [18]. One should never be rude to a caller no matter whatever provocation. One should always conduct oneself in a professional business like manner.

It is inappropriate to eat food or chew gum while talking on the phone. It could possibly irritate the user. One should not talk on the phone while driving. This is not only dangerous but will also divide attention.

It is rude to take a call or have cell phone ringer or buzzer on during a meeting. According to the experts at the Microsoft Small Business Center, cell phones should not be used during interview or small one-on-one meetings with co-workers and subordinates either. If the cell phone device cannot be turned to silent, then it should be left behind or turned off completely. Texting, sending e-mails or surfing mobile web applications during a meeting is unacceptable. If one must take a phone conversation, he/she apologizes and moves to a hallway or to the parking lot to keep the conversation private. One keeps the conversations brief, and if lengthy deliberation is needed, asks to call back at another time.

It is very impolite to interrupt the conversation with the person whom one is with to answer a text message. It suggests to the person with whom one is speaking that he/she is not interested in what person is saying. The same rule applies to text-messaging while also talking with someone over cell phone. Phone’s keyboard beeps every time one uses it during a call so the person on the other end can literally hear what one is doing, even if one has his/het phone in silent mode.

Following these rules will provide one a successful conversation and will create an image of polite and successful businessman with whom his clients will cooperate with pleasure.