How should I answer the phone at work?
Answer promptly — after no more than three rings.  Use a answer 
phrase (group of words) to identify  your company and yourself such 
as, "Good morning, ABC Company.  This is Jason."  The greeting 
should have no more than 12 words.  Some companies will tell you to 
use an answer phrase with many words.  For example, "ABC Company.  
We focus on quality and service.  This is Jason.  May I help you?"  
Answer with a clear, friendly voice.  Do not rush the words when you 
answer the phone.  Fast talking sounds confusing and unprofessional (no
t business like).  Calm, clear 
voices sound helpful, relaxed, and business like.  Say each word clearly
.  Do not use any slang words.  
Stop your conversations with coworkers when answering the phone.  Give t
he 
caller your full attention.  If you must finish the conversation with your coworker , 
answer the phone,  introduce your company and yourself, then say to the caller, 
"One moment please.  I’ll be right with you," and place the caller on hold.  
After one minute, check back with the caller and say, "I am sorry for the delay.  
Do you want to continue holding, or would you prefer that I call you bac
k in a few 
minutes?"  If the caller wants to be called back, write down the call
er’s name and 
phone number.  Do not forget to return the call promptly.
What should I do if I have to answer the phone for a supervisor?
In the work world, it is common for workers to answer supervisors’ phones, take messages, and screen calls 
(find out who is calling before putting the call through to the person).   When answering the phone, use the 
phrase that the supervisor requests.  For example, "Good morning.  ABC Company, Shipping Department.  
Stacy speaking."  Find out from your supervisor if his or her calls a
re to be screened.  If the answer is yes, 
you must find out who is calling so that you can tell the supervisor before transferring the call to him or her. 
To screen a call say, "Who is calling please?," or "May I tell Mr. Smith who is calling?," or "May I have 
your name please?"  After you get the caller’s name, say "I’ll see if Mr. Smith is in his office."  
IMPORTANT:  Put the caller on hold, then tell Mr. Smith who is calling.  If Mr. Smith wants to take the 
call, return to the caller and say, "I’ll transfer you to Mr. Smith now.  Thank you for waiting."  If Mr. Smith 
can not (or does not want) to take the call, return to the caller and say , "Mr. Smith is not in his office.  May 
I take a message?" or "Mr. Smith is in a meeting.  May I take a message?" or "Mr. Smith’s line is busy.   May I take a message?"  
Does that mean that I have to lie at times?
While no one can require you to lie, workers need to  answer in ways that 
protect the company, supervisor, and coworkers.  Mr. Smith may be next 
door at a birthday party for a coworker and wants to spend a few minutes
 
there before returning phone calls.  You would not be lying by telling a 
caller that he is not in his office.  The caller does not need to know that an 	
Answering Phones At Work	
Answering Phones at Work (page 1 of 2)

College & Career Publishing.  Permission to use with usworkworld.com subscription.  
1. Within how many rings should you answer a 
telephone at work? 
2.  a) What 2 things should the answer phrase 
identify?  b) How many words should the 
phrase have?  c) What may some companies 
tell you to use?
3.  a) How does fast talking sound?  b) How do 
calm, clear voices sound?
4.  a) What should you do if a phone rings while 
you are talking with a coworker?  b) If you 
must finish the conversation with your co -
worker, list 4 things to do when the phone 
rings.  c) After one minute, what do you do?
5.  What is meant to screen calls?
6.  a) To screen a call, what should you say?  
  b) After getting the caller's name, what do you 
say?  c) If Mr. Smith wants to take the call, 
what do you say?  d) If Mr. Smith cannot or 
does not want to take the call, what do you 
say?
QUICK CHECK:
office birthday party  is more important than the phone call.  Or, Mr. Smith may be preparing a report for 
his supervisor.  By telling a caller Mr. Smith is not available and taking a message, you are protecting Mr. 
Smith’s time to help him finish the report.  Or, if a coworker gets a phone call when taking too much time 
for lunch, you should not say to the caller, "He should have been back from lunch 15 minutes ago," or 
"He never tells me anything so I don’t know where he is."   You need to show tact (say difficult things in 
a nice way) by saying, "He’s out of the office at the present time.  May I take a message?"    
What important information do I need to remember when taking messages?
Remember:   Do not make promises because you cannot make other workers return phone calls.  After 
taking the message, say "I’ll give Mr. Smith the message," or "I’ll put this message on Mr. Smith’s desk," 
or "I’ll give this message to Mr. Smith when he returns."  To take messages 
•  Get caller's name !  If the name is unclear, you may say "Will you spell 
your last name please?" 
•  Get caller’s phone numbe r with area code!  Say the area code and phone 
number back to the caller to check that you got it correct.  
•  Write down the  date and time the caller called.  
•  Write down information you were able to get  such as "Mr. Jackson is 
returning your call," or "Tim says that it is important that you reach him 
as soon as possible.  He’s at the city hospital," or "Call Robert back by 3 
p.m. today," or "James will return tomorrow morning."  
•  Write or print the message clearly — and sign your name (or initials)
 so 
the person who receives the message knows that you took the message.	
7.  List 3 things that workers who answer phones at 
work need to protect.
8.  a) What should you not say when answering the 
phone for a coworker who is late returning from 
lunch break?  b) What should you say?
9.  What is tact?
10.  a) When taking messages, what should you 
  remember?  b) Because why?  c) After taking 
the message, what do you say?
11.  List 4 pieces of important information that are 
needed on phone messages (see words in bold).
12.  a) What may you say if the name is unclear?
  b) If the name is unclear, what may you do?
13.  What do you say back to the caller to check that 
you got it correct?  
14.  Why should you sign every message?
15.  Pretend that you are manager of Stop & Go 
Pizza.  Write down the answer phrase of words 
you will ask your workers to say when 
  answering every phone call to the pizza store.	
Answering Phones at Work (page 2 of 2)