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How many people do you know who stammer and stutter on the phone? Or leave long, garbled messages on your voicemail? According to experts, people form an impression of us within the first four seconds of a phone call. That's why it's important to handle yourself well on the phone. Here are some tips to improve your spoken image.

Answering the phone

Visual clues are missing in phone conversation,  so be mindful of your 'phone voice'. When you pick up the phone, try to sound like you want to speak to the other person. Instead of  beginning with 'Yeah', which suggests you're impatient, say 'Hello'. And smile because the other person can actually hear it in your voice. If the  call is for someone else, like your mum, don't  shout, 'Mum, it's for you'. Go and find her and tell her she has a call.

Making a call

Whether you want to make a date or apply for a job, you should know why you're calling before dialling the number. Jot down a few notes first so you don't get tongue-tied in the middle of the call. When someone answers, identify yourself and ask if it's convenient for them to talk ('Hi, Jane. It's John. Do you have time to talk?'). Then explain why you're calling ('I'm calling to see if you're free tonight'). Be sure to speak slowly and clearly.

Taking a message

Have you ever missed out on a get-together with friends because you didn't get the message when they called? Remember how you felt? Taking phone messages for others is just good manners. And it doesn't take long. Simply jot down the caller's name, phone number and message, as well as the date and time of their call. Ask them to repeat information if necessary ('Could you repeat your phone number, please?'). Read the message back to the caller before ringing off to ensure you've understood correctly.

Leaving a message

Beep! Nobody likes receiving long-winded messages that get cut off before they're finished. If you need to leave a message on someone's voicemail, keep it short and simple. Simply state your name, phone number and the reason for your call ('This is John Wong. I'm calling about the gardening job. My phone number is 2555 5555. Please call me back').

Recording your voicemail greeting

Don't go overboard with jokes and music in your voicemail because it might put some people off. Keep your greeting short and simple. Identify yourself so people know they've got the right voicemail, and remind callers to leave their name and number ('Hi. This is Jane Woo. Please leave your name and number and I'll call you back'). Practise your greeting before you record it. Then play it back and listen to yourself.

Ending a conversation

Have you ever struggled to end a call? Or been in the middle of something when someone rang? Instead of listening half-heartedly, be direct and polite. Explain why you have to go and arrange to call the person back ('Thanks for calling, but I have to do my homework now. I'll call you later').

What would you say?

1. You're phoning your friend and he/she picks up the phone.

You say:

2. Someone wants to talk to your brother, but he's out.

You say:

3. You're taking a message but didn't catch the caller's name.

You say:

4. Your friend rings while you're having dinner.

You say:

5. Someone wants to talk to your sister.

You say:

Possible answers

1. Hi. It's (your name). Do you have time to talk?

2. He's out at the moment. Can I take a message?

3. Could you spell your name, please?

4. Hi Mary. I'm having dinner now. Can I call you back later?

5. Please hold on for a minute and I'll get her.



Telephone tips