Etiquette is a code of behavior that defines expectations for social behavior according to present day accepted norms within a society, social class or group


  • Differentiates you from others in a competitive job market
  • Modifies distracting behavior and develop admired conducts
  • Exhibit professionalism and develop a polished image
  • Develop confidence in a variety of setting with a variety of people


  1. Always identify yourself at the beginning of all calls
  • When in the office, always answer a telephone by saying: “Hello/Good Morning, Accounting Department, Lanre speaking.”
  • From a cell phone, either simply say Hello, or state your name, Hello, Chinedu here.  Do not answer by using words such as “yeah” or “yes.”
  • When placing a call, always state your name along with the name of the person you are calling. Example: “Hello, my name is Adamu Chinelu from XYZ Corporation.  May I please speak with Ms. Ebuka Folashade?”
  1. Be sensitive to the tone of your voice
  • Do not sound too anxious, aggressive or pushy. It is important your tone conveys authority and confidence.  Do not lean back in your chair when speaking on the telephone
  1. Think through exactly what you plan to say and discuss before you place a call
  2. Do not allow interruptions to occur during conversations
  • Do not carry on side conversations with other people around you.  The person on the telephone takes precedence over someone who happens to walk in your office or passes by while you are on the phone
  • If you must interrupt the conversation, say to the person, “Please excuse me for a moment I’ll be right back.”  And when you return, say, “Thank you for holding”
  1. Always turn off your cell phone or set it to silence when entering a meeting where the purpose of your visit would be interrupted or others would be disturbed by hearing your cell phone ring
  • If you are expecting an important call, inform the caller you will be in a meeting during certain times and state you will monitor your message indicator for when it illuminates you will excuse yourself to leave the meeting and return the call
  1. Avoid distraction while speaking on the telephone
  • Activities such as rustling papers, chewing and eating, working on the computer, or speaking with someone else can be so distracting when you are on a call

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