Managing Calls

Do not give calls equal priority all day long. Set up quiet times during the day when messages will be taken or set up your voice mail to take the call. If you use voice mail you can even leave a message with the times when you will be returning calls. To manage internal calls, you may need to communicate to others that within certain time periods you will be working on “special projects” and will not accept calls. It often helps to have your assistant or the voice mail message remind people “…your call is very important…” It is amazing how cooperative callers will be if you remind them they are important to you.

If your company has e-mail use it. E-mail, properly used, can help avoid an afternoon of phone tag. It is acceptable to send an e-mail rather than make a call in response to a phone call, unless you believe the other person cannot or does not use e-mail.

If you end up leaving a message after returning a call, be sure to express what the call was about and when you would be available for a return call. Plan your return calls. Do not simply take the last one first. Decide on the order of return based on your own priorities. Set a time limit for each call and have a clear goal in mind for the call.

It can often be a challenge just to end a call. Try these:

• Cue the end. Say “…hey, George, before we hang up I would like to…”
• Mention your time limits. Say “…I just have three minutes before a meeting. Is there is anything else you need?”
• Be candid. Say “…Joe, I am running behind here. I’ll see you at …”