How to deal with internal phone calls? Explaining basic etiquette to avoid being rude to the other party


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When it comes to improving the quality of telephone support, many people think of external support.

However, it is important to follow good manners when responding to internal calls.

Therefore, in this article, we will focus on internal calls and explain how to respond appropriately.

By perfecting the etiquette of internal calls, the quality of external calls will also improve, so please refer to it.

What is an internal phone in the first place? General usage

In-house phone refers to a phone that is connected to the network only within the company.

It is often read as a business phone or called an extension.

Depending on the company, employees may contact each other using their own smartphones, but in the following cases, it is said that using the company phone will be more smooth.

  • When you want to relay an outside call to the person in charge
  • When you want to quickly convey the matter to the person in charge or department in charge
  • When you want to call a person in charge in a company, factory, etc.
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When asked to learn about telephone etiquette and rules, many people tend to inherit telephone calls outside the company, but the same manners are necessary for internal telephone calls.

It is not uncommon for employees to learn how to properly respond to internal calls and improve the quality of their responses to external calls .

Explanation of basic manners and manuals for handling internal calls

Now, let’s check the basic manners on the office phone in order.

There are many points that overlap with telephone correspondence for outside the company, so please check while comparing.

In addition, some companies have manuals for in-house telephones.

Please note that this is just a general guideline and may not apply to all companies.

Organize matters in advance and check the flow

Don’t think easily, “I’m a colleague with whom I usually work, so I should be able to communicate even if I talk casually.”

Summarize the purpose of the call in advance, just like you would with an external phone call, and organize the general flow of the conversation.

Basically, first convey the conclusion, and then, if necessary, convey the grounds and reasons to the other party.

If you are unfamiliar with how to answer the phone or how to use a phone, you can avoid making mistakes by simply writing down your business on a piece of paper.

Have your notes ready before picking up the phone

In-house phone calls, just like external phone calls, can include information that is easy to forget, such as the date, time, place, and amount of money.

Don’t forget to prepare notes to exchange accurate information.

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Also, always hold the receiver with your non-dominant hand so that you can easily take notes at any time .

If the flow of the conversation is so fast that you can’t keep up with taking notes, you should use katakana instead of kanji, or take time to repeat the information and take notes.

State your department and name at the beginning of the call

When answering an internal phone call, clearly state your name and department immediately after picking up the phone.

On the other hand, when making an internal call, wait for the other party to introduce themselves before telling them your name and department name.

It’s also a good idea to use greetings appropriate to the occasion.

We use “thank you for your help” when making calls outside the company, but you can use greetings such as “thank you for your hard work” and “I’m sorry it’s almost the end of the day” for internal calls .

When calling an employee’s name, call it with the job title

When calling an employee , such as when you want to relay a call or ask for a call back, always add the job title after the name.

It’s good manners not to give your job title when making calls outside the company, but that’s not the case with internal calls.

If you don’t have a job title, you can add “Mr.” after your name.


Of course, it is important to respond to calls outside the company, but internal calls are also important.

There are some companies where employees use their own smartphones to communicate and have limited opportunities to use internal telephones, but as I introduced this time, there are many cases where internal telephones can be used to communicate more quickly.

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By improving the quality of internal calls, the quality of external calls will also improve, so please try to learn good manners as well.