Telephone Etiquette

Tone of Voice

Tone of Voice: Be polite, positive, caring: never impatient or abrupt.

Professional Answering

Crisis Line calls come in on lines 4, 5, and 6. These calls will not ring up front unless they have not been answered back in shelter after 3 or 4 rings. If you see that the call comes in on one of these lines, always answers identifying as Middle Way House prior to offering assistance. You will most likely be paging crisis line for this call after you answer.

ADMIN calls will ring immediately upfront. When these calls are answered we do NOT identify immediately as Middle Way House, but simply say Good morning (afternoon, day) May I help you? When asked we identify.

Call Triage and Transfer

  1. Acknowledge Emotion (before steps 2 and 3 below – if the caller sounds upset): Example: “I’m so sorry to hear that” or I’m sorry you experienced that.”
  2. Explain what you are going to do: Example: “I need to connect you with someone who can help you – I’ll get [a legal advocate] for you.”
  3. Transition to next step: Example: “Just a moment….” or “Can you hold for a moment?”   Remember…if you ask a question, wait for an answer before you put them on hold.
  • Non-example: After caller explains their situation, do not simply say “Hold on” or Just a minute” and push the Hold Button. Although not the intent it comes off as uncaring.

Special Circumstances

Calls from Deaf Survivors or regarding Deaf Survivors

You may receive a phone call from a deaf person using a State Relay Service where the Relay operator functions as an interpreter by voicing what is being typed on the TTY and typing back what has been voiced. You may also receive a call from a deaf person that is being interpreted.

How do you know if you are receiving a call that is being interpreted? Usually the Deaf caller will identify themselves by saying “Hi, this is Susan. I am talking through an interpreter.” Remember to allow time for the interpreter to communicate what is being said to the caller.

When a Relay conversation comes in, the Relay operator will ask if you have used Relay before, and will explain the procedure if you have not..Always begin a Relay conversation by identifying yourself and that you will be forwarding the call to an advocate (if the call is regarding a request for services). If it is a general business call, let the interpreter and caller know if the call is being transferred or another person is taking over the conversation.

Remember to allow time for the Relay operator to type what is being said.

In both call situations, be concise with communication. Avoid using extensive vocabulary when a more simple and common word would get the message across.


Calls from someone who needs a language interpreter

If someone calls Middle Way House without knowing how to speak English clearly, please recognize how brave an effort it is to make that call. While arranging for a phone interpreter, speak slowly to them stating clearly We Will Help You. What is your language? (you might suggest spanish? chinese?) When speaking slowly with a question mark in your voice give the person time to formulate a response. Speak clearly and tell them to please wait. Either tell crisis line you have a call needing interpretation services or arrange the interpretation services yourself (preferred) and then transfer the call to the crisis line.

Middle Way House uses a language interpreter service called Propio. Click this link to open up instructions for connecting a call for interpretation.

For walk-in clients needing language interpretation: Please refer to a small navy flip chart labeled I Speak that is kept at the front desk, directly under the computer monitor. It enables you to determine the language of someone who has walked in with a need for services, so that you can connect with the same Propio interpretation services referred to above.

 

Difficult to Understand Caller: 1) blame your ability to hear, 2) ask them to talk slower

Example: “Im sorry; I’m a bit hard of hearing. Would you please say that more slowly?”

NON-examples: “What? Speak up! I can’t hear you” “Your accent is too hard to understand”, You need to calm down so I can understand you.”

Caller is Very Emotional: They may be crying, or talking fast and incessantly. Gently interrupt with steps 1,2, and 3 above. Do NOT waste their time by allowing them to explain everything they need to say all over again with the appropriate advocate. Make it clear that you want to help, and that that you are not the right person for them to talk with, and transfer the call appropriately.

Caller Can’t Hear or Understand You   

If needed, raise your voice slightly. Speak more slowly. The problem is not usually volume but the ability to distinguish syllables. This can happen frequently from cell phone calls when the caller is not receiving a good signal. You can state “Sorry about that. I said…..”

 

Taking Messages and Transferring Calls

The phone call message book sits to your right. Take complete messages but if the person calling is a potential client take only their first name. Give the message to the appropriate person or put it in their mailbox. Cross out or throw away any information in the carbon pages left in the message book that can potentially identify someone seeking services, as this book is in a fairly public location.

When transferring calls do not use survivor names. During calls do not discuss clients by name in the presence of general visitors.

 

 

 

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