You should also try smiling as you answer and talk on the phone. Most callers, including your boss, can hear a smile through your voice and tone. This can reflect favorably on your boss, especially if you work in industries associated with sales and customer service.
As a general rule, avoid responding to external distractions when your boss is talking with you. For instance, if a co-worker walks into your office while you’re on the phone, politely gesture to the phone in your hand to indicate your current inability to speak.
In a professional setting, you should do this regardless of who’s calling you. Don’t reserve this or any point of phone etiquette for when your boss shows up on your caller ID, since every co-worker, client, and vendor will be more receptive to a professionally polite demeanor. Plus, you can never know for sure when your boss might be calling from another line.
For larger organizations with multiple departments, you might also wish to include your department in your greeting: “This is John Smith in Sales. How can I help you?” When answering a phone call from an outside line, you should state the name of your company, even if you suspect your boss might be the one calling. For example, you might say, “Good afternoon! This is ABC Widgets, John Smith speaking. How can I help you?”
Consider keeping a notepad and pen on your desk or in the top drawer, where it will be readily accessible. Having a notepad nearby will allow you to take notes for both planned and unplanned phone calls. Make sure you always grasp the expectations of the call. If needed, ask for clarification. [2] X Expert Source Maggie MitchellLife Coach Expert Interview. 18 October 2021. If you don’t have a notepad available but you’re sitting at your computer, you can open a blank note or word processing document and take notes using that. Be aware, however, that your boss will be able to hear any loud typing you do; you’ll need to take extra care to demonstrate active listening, so that your boss will be less inclined to wonder if your keyboard clicks are truly related to the conversation.
If you know your boss is about to call, try taking a short walk beforehand to release nervous energy. Even a walk around your office or department can help. Just make sure you’re back with plenty of time to spare for your boss’s phone call. If you need to calm down immediately before or during the call, try some deep breathing. Inhale as quietly as possible through your nose over a span of four to five seconds; hold for another three seconds, then exhale quietly over another four to five. The increased oxygen should help release tension and clear your mind. [3] X Research source
In fact, it might be a good idea to ask for clarification or to confirm details periodically, even if you have a clear understanding of your boss’s instructions. This might be as simple as summarizing the instructions in your own words before hanging up. By demonstrating active listening, you assure your boss that you were paying attention and present an overall professional demeanor.
Again, this doesn’t mean you shouldn’t ask for clarification as needed. [5] X Expert Source Maggie MitchellLife Coach Expert Interview. 18 October 2021. Your boss is likely busy, but it is usually better to spend an extra 60 seconds now asking your question than forcing yourself or your boss to spend hours correcting your mistakes later on. If you have more questions than time allows, consider asking your boss if there’s another co-worker or a set of written instructions you can refer to for additional clarification.
Of course, these verbal head nods should be placed appropriately within the conversation. Wait for a pause after an instruction or explanation before making this sort of remark.
Even if your boss is critiquing your work or behavior, be as receptive as possible. [8] X Expert Source Maggie MitchellLife Coach Expert Interview. 18 October 2021. Acknowledge the criticism by summarizing it in your own words, then discuss possible solutions to that point of critique. You can voice any honest concerns you have about going forward, but you should avoid making excuses for past mistakes or issues. When you have to raise concerns or explain past problems, make “I” statements instead of “you” statements. This prevents your boss from going on the defense, and responding with angry or negative statements. For example, if your boss calls to speak with you about a project you didn’t finish on time, say “I ran into problems gathering resources” instead of “You didn’t give me all the resources on time. ”
This is true in nearly any phone call with your boss, but it is especially important if your boss was calling to explain a project, express a concern, or critique your work. The goal is to demonstrate your eagerness to do a good job on the tasks given to you, and thanking your boss for his or her time acknowledges that your boss’s call will make doing a good job more feasible.
Willingness to communicate with your boss after normal work hours will demonstrate your dedication to the company and to your position. If you are unable to answer the phone, however, you should respond to your boss as soon as you’re able to. Ideally, this means listening to any voicemail left and calling your boss back within a few minutes. Depending on company culture and the nature of the call, you might be able to get away with a quick text or emailing explaining the delay if a phone call is impossible.
If you aren’t sure what the protocol is, consult with your co-workers. You may learn that it’s perfectly acceptable to delay response for a few hours, or you may discover that everyone else answers immediately. Find out what the expected response is and follow through.
If your boss is offering a general critique or set of instructions, for instance, take notes during the conversation, but feel free to resume your previous non-work activities after the call ends. You can usually save the action for your normal work hours if the matter isn’t urgent. On the other hand, if your boss calls you about an emergency, you’ll need to handle the emergency immediately and according to your boss’s wishes.
You can try turning off your cell phone when you know your boss is making an after hours call, but unless your workplace is unionized, you’re probably an “at will” employee who can be terminated at any time. Your boss may back off after getting the message that you won’t answer after hours, but it’s also possible your boss will respond by firing you.
