Totally different from private! Things to keep in mind when answering phone calls at work


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At work, I have to answer more calls than I do in my personal life.

However, if you are new to telephone work or have just joined a company and have little social experience, you may be in trouble because you do not know how to respond appropriately.

Therefore, in this article, we will introduce manners and precautions for answering phone calls at work. I will also look at the basic manual, so please refer to it.

Answering phone calls at work is different from private

As a premise, answering phone calls at work is completely different from answering private calls .

Private conversations are rarely demanded of quality or criticized, but at work, the quality of your response can damage your company’s reputation.

Therefore, when you become a person in charge of telephone calls at a company, it is necessary to understand the basic manners and precautions that will be introduced below before going to work.

Phone business at work | What are the basic manners and precautions to remember?

From here, let’s check the basic manners and precautions that you need to remember when working on the phone.

Respond politely as a representative of the company

Since the phone communicates without being able to see the other person’s face, the language and manner of speaking are important factors.

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Also, the caller has no way of knowing whether the person in charge is a newcomer.

Therefore, if you answer the phone at work, you must do so on behalf of the company.

It is important to respond politely and politely to anyone who calls, including customers and business partners.

“Hello” is NG

In business, “Hoshi moshi” is not used because it can be seen as a snobbish response.

Therefore, it is necessary to use words that match the situation at that time when greeting on the phone at work. Specifically:

  • When answering an incoming call: “Thank you for calling”
  • When sending from here: “I am always indebted to you.”

respond appropriately with correct honorifics

As I mentioned earlier, unlike in my private life, at work I have to answer the phone as a representative of the company.

Therefore, it is essential to have the ability to properly use honorifics and honorifics.

Be careful, as inappropriate language can negatively affect the image of your company.

good use of cushion words

Cushion words are words that are used to convey softly that there is a risk of giving a harsh impression if you say it straight.

It is also called business makurakotoba.

In the work of answering telephones, there are many cases where the following cushion words are used.

  • I’m really sorry but
  • Excuse me
  • sorry to trouble you
  • Excuse me, etc.

Consider volume and tone

Since telephone communication is done only by voice, it is necessary to pay more attention to the volume and tone of voice than when face-to-face.

If you speak softly, it will be difficult for the other person to hear you, and if you speak loudly, the sound may be distorted.

If the tone is basically bright and crisp, it is OK.

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When talking about something important, it is recommended that you speak in a low voice and calmly, as this will give you a clearer picture.

Responds to incoming calls within 3 calls

It is generally considered good manners to answer business calls within 3 calls.

If you are busy with other duties and are late in answering the call, answering the phone with a short message, “I’m sorry to have kept you waiting,” will soften the impression.

Leave necessary information and data in a message memo

We recommend that you keep a record of any information you receive from telephone communications.

If you don’t write anything down, you may forget important information later.

If it’s private, you may be able to get away with reconfirming with the other person, but if it’s work, you need to be careful because there is a risk that the trust of the other person will decrease if you reconfirm.

Hold as few times as possible

It is common to put an incoming call on hold when answering a work call or checking information.

However, if the call is put on hold too many times or the call is kept on hold for a long time, the person on the other end of the call may feel uneasy.

Therefore, try to keep the number of holds as low as possible.

If you are likely to have too many calls on hold, one way is to refuse the call to the other party and call you back.

Put down the handset slowly after the other party hangs up

After the conversation is over, it is good manners to make sure that the other party has hung up the phone before you hang up.

Gently press the hook of the handset with your finger before putting it down.


Telephone correspondence at work requires a different response than in private.

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Since you answer the phone as a representative of the company, you must understand the basic manners and precautions introduced in this article.

For those who are not good at answering the phone, first practice speaking repeatedly so that the correct honorifics and cushion words come out of your mouth.

Once you get used to it, it is also recommended to try talking to other employees using extensions.