USING THE TELEPHONEMaking and receiving telephone calls is another art you have to master. Not only does the telephone bridge gaps, but it also makes communication quick and simple. More importantly, it facilitates the building and maintenance of better relationships between friends and business associates. To do that, the practice of manners is also a must.Telephone etiquette is as important as manners in any other place or situation. Perhaps, even more so since your voice is your sole means with which to make an impression on the other person. This, however, does not imply that body language and facial expressions are not necessary. These, too, have to be watched for they affect the way you sound.To be an effective telephone user, the following dos and donts have to be observed:1. Answer phone calls promptly and pleasantly.2. Dont answer the phone in a rush. For a relaxed effect, pause and take a deep breath before picking up the receiver.3. To keep a bright tone in your voice, smile when talking on the phone.4. Project a friendly positive attitude.5. If you know the person talking, use his/her name in your greeting during the conversation and when parting.6. Speak clearly. Pause at regular intervals.7. Be familiar with telephone styles, social or business.8. Dont judge people by what you hear immediately.9. When making a difficult call, work out beforehand what you want to say.10. Before dialing, listen for the dial tone to find out if the line is engaged. If your party line is using the phone, dont eavesdrop.11. Be polite. Dont forget to use grace notes like:a. Hello!b. May I know whos calling?c. A moment, please.d. Im sorry.e. Thank you for calling.12. Identify yourself. Dont play games over the phone like asking the called party to guess your identity.13. Have a telephone directory to avoid mistakes or doubt.14. Have a paper and pencil/pen ready. Write down any message left by the caller clearly and accurately.15. Make your call brief as possible. It is the caller that ends the call. If you must get off the phone, curtail a call politely.16. If you have nothing to do, dont do it on the phone. Others may have urgent use for it.17. Avoid asking these questions on the phone:a. Whos this?b. What number is this?c. Guess who I am?d. Why are you calling?18. When the caller is giving a lengthy explanation, indicate your presence on the line by using appropriate sounds like; hmmm, of course, thats right, I see, certainly, oh, go ahead, Yes, I understand, Maam/Sir.19. When the person called is not around, do any of the following:a. Ask the caller to call again at a definite time, or offer to take down the message.