Power skills | Phone and email
COMMUNICATION
Handling phone and email at work like a pro
Using phone and email for work is something we tend to overthink at the beginning of our careers and take for granted as we get older. However, with them being the two ways we tend to most interact with others, we should be considerate about how we use them.
Considerate communication
Email, phone and messaging technology means that we can now contact anyone at any time in an instant, but that doesn’t mean we always should. Overflowing inboxes, constant pinging notifications and consecutive calls can make people feel like they’re fire fighting at work—always having to be reactive and adding more tasks to their to-do list but never able to get any deep strategic work done.
By being considerate with the way you communicate you’ll avoid irritating others and are more likely to get a positive response and help when you do ask for things. Remember that communication trends in the workplace change over time as new technology comes into play and the next generations enter the workforce. Channels and how you should use them will also depend on your company’s and different individual’s preferences.
Choosing the right channel
Email, instant messenger, phone calls, video calls, voice notes, texts, social media DMs (direct messages)… With so many channels to choose from these days, how do you know the right way to talk to someone? Sometimes it’s more obvious but it’s important to ask yourself if what you’re doing is entirely necessary so you avoid wasting your and other people’s time. Ask people you have regular interactions with how they prefer to be communicated with and let them know how you do too. They’ll appreciate that you’ve been thoughtful enough to ask them which will build your relationships and likely mean you’ll get better responses.
Which channel for what?
Email: Best for more in depth thinking, details and questions.
Instant messenger: Best for quick questions and back-and-forth chats. Don’t always expect someone to instantly reply though and keep it professional.
Phone calls: Sometimes it’s easier to explain something with a conversation than it is over email. It can also be useful to have a phone or video call if you don’t know someone well to help build your relationship with them as context and tone can be lost over email.
Video calls: Video calls are usually scheduled at a pre-agreed time by both parties. Have your camera on, use a mic, minimise background noise and always turn up on time.
Voice notes: These tend to be love hate and can come across as a one-way emptying of your brain and valuing your time more than the other person’s. Use them if you know your recipient likes receiving them.
Texts: If people don’t have a work mobile phone they might like to keep their phone for personal use, or avoid work chats on messenger platforms like WhatsApp. Check with your company and colleagues what is acceptable.
Social media DMs: Best avoided unless someone has specifically requested to be contacted that way, for example, maybe they manage the LinkedIn Company Page and prefer all customer service messages to come via that channel.
In-person: If you can get some face-to-face time without interrupting people mid-flow, an in-person conversation will be much more valuable than using any other channel.
EXCELLENT ETIQUETTE
Eight quick tips for the best use of phone and email
It’s always worth getting familiar with your organisation’s culture and guidelines but in general, these are good rules of thumb:
1
Don’t put in a meeting that could be an email. Don’t send an email that could be a quick phone call.
2
Don’t call or email outside working hours.
3
When talking or writing, make sure your tone is friendly, not overly formal. Be positive and polite—ask for help if you need it without placing blame.
4
When talking or writing, make sure your tone is friendly, not overly formal. Be positive and polite—ask for help if you need it without placing blame.
5
Be clear and concise without coming across as short or curt. On email, use ‘Hello’ or ‘Hi’—don’t just start it with somebody’s name as it can seem overly direct.
6
Think about people’s differing needs, disabilities and accessibility. Be willing to change the way you communicate or method you use so it’s accessible and inclusive.
7
Be cybersecurity aware. Avoid continuing with phone calls, opening any emails, or clicking on links or attachments that sound or look unfamiliar or that you’re uncertain about.
8
Try to reply within 24 hours - even if this is to let people know you’ve seen it and when you’ll be able to get back to them properly.
AVOIDING OVERLOAD
3 tips for taking ownership of your phone and email usage
1
The more email you send—the more you’ll receive
The first step to inbox management is sending less email—pick up the phone or see someone in person if you can instead of emailing or replying and don’t hit reply unless the email requires one. Avoid constant checking and try not to begin your day with email as it’s a hard cycle to get out of once you start.
2
Have specific times and days
Think about the times of day and days of the week where you find you’re more in your flow and block out those times for deep work without distraction where you have your email and phone switched off. Email and phone calls might be best saved until your after lunch lull. Schedule time for them in as you would meetings.
3
Pay attention
When you’re in your dedicated time for inbox management, use a process for prioritisation and organisation. Delete anything you don’t need, create folders and file anything you might need to refer back to later, action anything that will take you less than five minutes immediately and put the rest in order of priority and add them into your work plans, calendar and to-do list. It’s always worth keeping all your sent messages so you have a record of all your emails.
The Association of Accounting Technicians. 30 Churchill Place, London E14 5RE. Registered charity no.1050724. A company limited by guarantee (No. 1518983).
