According to paragraph 12 of the Code of Ethics of Civil Servants of the Republic of Kazakhstan, violation of standards of official ethics entails disciplinary liability.
In this regard, it is recommended that all MF employees observe generally accepted etiquette when conducting telephone conversations in everyday practice.
When they call you:
1.1. It is necessary to pick up the phone before the third call: the first impression of you or the state body is already formed by how long you have to wait for an answer.
1.2. Having picked up the phone, you need to say hello, introduce yourself, name the state body, position and full name, give the correct polite answer to the question asked.
Greeting and presentation during a conversation with a stranger is a mutual and mandatory procedure.
The main rule of the business protocol is that the telephone conversation must be personalized. If the caller does not introduce himself, you should politely ask: "Excuse me, who am I talking to?," "Let me find out who I am talking to?"
1.3. When conducting a conversation, it is necessary to establish the optimal tone of voice, timbre, pace, intonation and diction.
1.4. Talking on the phone should be extremely polite. It is unacceptable to shout and be annoyed during a telephone conversation, this is a gross violation of the ethics of interpersonal and business communication.
1.5. You need to listen carefully to your interlocutor. If a visitor came to you during a conversation, the telephone conversation should be courteous, but immediately completed. You should apologize and, briefly giving the reason, agree on a call. Be sure to keep your promise.
1.6. If the call is disconnected during a conversation, you should hang up. The one who called is dialing the number again.
1.7. The initiative to end the telephone conversation belongs to the one who called.
1.8. The conversation should be completed in a polite manner, taking into account the established phrases of farewell.
1.9. We recommend using the subjunctive in the conversation, as this softens the overall tone of the conversation.
When you call:
2.1. Hearing the answer from the one you are calling, you need to say hello, introduce yourself, briefly outline the essence of the question, at the end of the conversation thank you and say goodbye. If the caller does not introduce himself, you should politely ask: "Excuse me, who am I talking to?," "Let me find out who I am talking to?"
2.2. If the call goes through the secretary and you are not known where you are calling, the secretary has the right to ask about the reason for the call.
2.3. When you start talking on the phone, try to smile - this will give your voice warmth. After the obligatory presentation of yourself, take a short pause and try to understand by the reaction to your name in what condition, mood your partner is and his attitude to your call. Introducing yourself by phone, give your last name and first name, official position. Your interlocutor should not painfully remember your name.
2.4. Always keep a notebook and pen handy for the necessary notes.
2.5. If you are calling a stranger for the first time, think ahead about what you say. It is necessary to express clearly, clearly, briefly. In preparation for the telephone conversation, make a list of issues that need to be discussed.
2.6. If you are mistaken, you should not find out: "What is your number?" You can clarify: "This is such and such a number...?," Hearing a negative answer, apologize and hang up.
2.7. In case you want to record a conversation on a voice recorder, connect a conference call or turn on the speakerphone so that the persons in the office can listen to the conversation, ask for the consent of your interlocutor.
2.8. At the end of the conversation, briefly summarize, clarify whether the interlocutor understood you correctly, list the measures that need to be taken on the issue under discussion (who exactly, when and what should be done).
2.9. Watch (especially for long-distance and international conversations) for the duration of the conversation, take into account its cost.
2.10. At the end of the conversation, it is imperative to pronounce etiquette phrases: apologies, words of gratitude, assurances. The conclusion of the conversation, like its beginning, leaves the most vivid impression.
Phrases used in a telephone conversation:
Good morning! Good afternoon! Good evening!
Hello!
Excuse me, who am I talking to?
Let me know who I'm talking to?
How can I help you?
How can I help you?
Do you have time to continue the conversation?
Could you please call back...?
Let's call in....?
Could we dwell on this solution?
Could you wait a while?
Could you please repeat this information again?
Could you please convey the importance of the response/call?
Sorry, could you speak louder?
Sorry, unfortunately, I do not have the opportunity to continue the conversation, could we agree on when we can return to this issue?
Thank you for waiting/for calling/for asking/answering
Thank you! Goodbye!