The Basics: How to answer the phone in the office.

Yes, there is a correct way to answer the phone, it's one of those little things that make all the difference.

Picture this:

• You’re sitting at your brand new desk.
• You have a nice cuppa in front of you courtesy of your tour of the kitchen facilities.
• You’re logged in.
• You’re familiarising yourself with the diary your managing and…… the phone rings.

This is can be a heart-in-mouth-when-you-least expect it moment. If you’re in an open office this is your moment to prove yourself.  If you’re in a private office this is the first time you’ll represent this company/individual.  

You might think one or all of the following:

• What if I stumble over my words?
• What if I forget the company name?
• What if I say the wrong thing?
• What if the people sitting around me are all listening?
• What if I suddenly forget how to speak?
• What if I’m so laid back about it they all think I’m really unprofessional?

There is only one correct, courteous and professional

way to answer the phone:

 Within 3 rings and with the words

“Good Morning/Afternoon, Company Name”.

Obviously, this is not to be taken literally, please use the time of day and the company name appropriately. You can use the clock at the bottom right hand corner of your screen to check the time - it will always be there and it becomes second nature to glace at this before picking up the phone.

As for the company name – write it down clearly on a post-it note and stick it on or near the phone along with the direct dial number of that extension. Trust me – it is a real life-saver on days when you’re handing over, trying to learn new procedures, generally learning the ropes and concentrating on other things.

You will never be berated for answering the phone in the above manner; however, the perfectly correct way to answer that phone is the way that the person you are working for would like you to.

This is an excellent first day ice-breaker question if you are working at high-level. Often, you will have been engaged by the person you are covering, or by HR or another person who is unfamiliar with the role you will be required to do. Sometimes, winging it is not an option.

If the person you are representing is the kind of person who is conscious of how they are represented they will appreciate being asked this question. It shows that you are fully aware that you are the face/voice of their office and they will respect you for that.

NB Answering someone’s mobile is a little more personal. You should always establish if this is part of what is required of you before you do pick up someone’s mobile on their behalf. If it is part of your requirement you should answer with “Mr/Ms Example’s line, YourName speaking”