学習・教育

Phone Skills Drill: Answer, Transfer, and Dial Until You Can Take Calls Alone

A phone etiquette template for new hires who freeze when the office phone rings, covering how to answer a business call, how to transfer it and how to place a call yourself. The whiteboard holds this office's rules (answer within three rings, ask before you put anyone on hold and keep it under 30 seconds), a transfer cheat sheet, the wording for all three situations, the five steps from the first ring to handing over a message slip, comebacks for out-of-office and hard-to-hear callers, and a KPT review (Keep, Problem, Try). The task board runs five columns from not started to solid and splits the work into 5 parent tasks and 13 subtasks, from memorizing your greeting to placing one real call to a client. Five minutes of reading the lines aloud each morning plus a KPT note right after every call cuts the moments you freeze on a transfer, and within a few weeks you can cover the phone alone when no senior is around.