Training manual on ediquette

Alternatively, it might be that your people need to have honest conversations with each other to ensure they work together collaboratively. As our day to day roles move from the static office based jobs to more flexible and remote working practices, it is becoming more important that we focus on modern business etiquette to ensure success. Whether it is in person or over email and telephone, it is worth thinking about our social impact and behaviours on others to ensure we work collaboratively and effectively.

These training course materials have been designed to help your participants think about how they can successfully build professional relationships in whatever environment they work in. Participants are encouraged to think about how they already come across, as well as how they can give feedback to others who perhaps might need some extra support. Thank you for coming back! Check wine preference of the guest Have you tried wine name. I can highly recommend wine name. May I introduce our concept to you, Sir?

Then you can introduce the specialties Food, Beverage and function items. When the table is ready, hostess go to bar area to bring guests to table prepared for them, help to bring the un-finished drinks and use the most direct route.

The first guest contact is made over the phone and the first impression is the most important one! Remember that you are representing the Outlet, your outlet and yourself! Hostess Training- Telephone Etiquette - Basics during a call Use the callers name at least 2times during the call 2 Dont put the caller on hold for more than 30 second 30 Advise the caller if you have to transfer the call also the person you are transferring the caller to Listen carefully!

Make notes on a piece of paper to record all details, Name, purpose of call, date for reservation! Provide the caller with detailed and professional information. End a call: Thank you for calling, Mr. Callers name. Always wait till the guest has hang up the telephone first! Hostess Training- Telephone Etiquette - Prevent the following Any noise disturbance in the background laughing, loud talking, loud music, Putting guests on hold while talking to a colleague on the other line Keeping a guest on hold for more than 30 second without even apologizing 30 Eating or drinking while being on the phone chewing-gum, drink water etc.

Hang up the telephone before the guest does. Hostess Training- Telephone Etiquette - Prevent the following Sounding stressed always keep the smile in mind, speak slow, in a concise manner Connecting people from one person to the other without informing the other person whom is calling maybe this person does not want to talk to the other person, than take a message.

Hostess Training- Telephone Etiquette - Taking a reservation Make sure to get the following information before checking the availability in the reservation book Exact date and time the guests intend to come Table preferences window, etc. Check if there is a special occasion for the reservation birthday, marriage celebration. Hostess Training- Telephone Etiquette - Taking a reservation Make the reservation if an adequate table is available by asking for the following details: : Callers Name if different from guests name Contact telephone number mobile telephone Any special requests dietary requests, anniversary, etc.

Would you mind holding a second? Releasing the hold button You can use the following words Thank you for holding. My apologies for keeping you on hold. I am calling to reconfirm your reservation.

May we welcome you tonight? Good Afternoon, Mr. My name is Heidi, calling from Pullman Kunshan. We are holding a reservation for you in our restaurant tonight at No problem. Many persons will, for the sake of appearing witty or smart, wound the feelings of another deeply; avoid this; it is not only ill-bred, but cruel. Remember that having all the talk sustained by one person is not conversation; do not engross all the attention yourself, by refusing to allow another person an opportunity to speak, and also avoid the other extreme of total silence, or answering only in monosyllables.

If your companion relates an incident or tells a story, be very careful not to interrupt her by questions, even if you do not clearly understand her; wait until she has finished her relation, and then ask any questions you may desire.

There is nothing more annoying than to be so interrupted. I have heard a story told to an impertinent listener, which ran in this way:—. I was coming from B——". The story was interrupted at every sentence, and the relator condemned as a most tedious story-teller, when, had he been permitted to go forward, he would have made the incident interesting and short. Never interrupt any one who is speaking. It is very ill-bred.

If you see that a person to whom you wish to speak is being addressed by another person, never speak until she has heard and replied; until her conversation with that person is finished. No truly polite lady ever breaks in upon a conversation or interrupts another speaker.

Never, in speaking to a married lady, enquire for her husband , or, if a gentleman, ask for his wife. The elegant way is to call the absent party by their name; ask Mr. Smith how Mrs. Smith is, or enquire of Mrs.

Jones for Mr. Jones, but never for "your husband" or "your wife. If you wish others to respect him, show by speaking of him in respectful terms that you do so yourself. If either your own husband or your friend's is in the army or navy, or can claim the Dr. It is a mark of ill-breeding to use French phrases or words, unless you are sure your companion is a French scholar, and, even then, it is best to avoid them. Above all, do not use any foreign word or phrase, unless you have the language perfectly at your command.

I heard a lady once use a Spanish quotation; she had mastered that one sentence alone; but a Cuban gentleman, delighted to meet an American who could converse with him in his own tongue, immediately addressed her in Spanish. Embarrassed and ashamed, she was obliged to confess that her knowledge of the language was confined to one quotation.

Never anticipate the point or joke of any anecdote told in your presence. If you have heard the story before, it may be new to others, and the narrator should always be allowed to finish it in his own words. To take any sentence from the mouth of another person, before he has time to utter it, is the height of ill-breeding.

Avoid it carefully. Never use the phrases, "What-d-ye call it," "Thingummy," "What's his name," or any such substitutes for a proper name or place.

If you cannot recall the names you wish to use, it is better not to tell the story or incident connected with them. No lady of high breeding will ever use these substitutes in conversation. Be careful always to speak in a distinct, clear voice; at the same time avoid talking too loudly, there is a happy medium between mumbling and screaming.

Strive to attain it. Never pain another person by correcting, before others, a word or phrase mispronounced or ungrammatically constructed. If your intimacy will allow it, speak of the fault upon another occasion, kindly and privately, or let it pass.

Do not be continually watching for faults, that you may display your own superior wisdom in correcting them. Let modesty and kind feeling govern your conversation, as other rules of life. If, on the other hand, your companion uses words or expressions which you cannot understand, do not affect knowledge, or be ashamed of your ignorance, but frankly ask for an explanation.

In conversing with professional gentlemen, never question them upon matters connected with their employment. An author may communicate, voluntarily, information interesting to you, upon the subject of his works, but any questions from you would be extremely rude. If you meet a physician who is attending a friend, you may enquire for their progress, but do not expect him to give you a detailed account of the disease and his manner of treating it.

The same rule applies to questioning lawyers about their clients, artists on their paintings, merchants or mechanics of their several branches of business. Professional or business men, when with ladies, generally wish for miscellaneous subjects of conversation, and, as their visits are for recreation, they will feel excessively annoyed if obliged to "talk shop. In this case [16] listen politely, and show your interest. You will probably gain useful information in such conversation.

Never question the veracity of any statement made in general conversation. If you are certain a statement is false, and it is injurious to another person, who may be absent, you may quietly and courteously inform the speaker that he is mistaken, but if the falsehood is of no consequence, let it pass.

If a statement appears monstrous, but you do not know that it is false, listen, but do not question its veracity. It may be true, though it strikes you as improbable. Never attempt to disparage an absent friend. It is the height of meanness. If others admire her, and you do not, let them have their opinion in peace; you will probably fail if you try to lower her in their esteem, and gain for yourself the character of an ill-natured, envious person. In conversing with foreigners, if they speak slightingly of the manners of your country, do not retort rudely, or resentfully.

If their views are wrong, converse upon the subject, giving them frankly your views, but never retaliate by telling them that some custom of their own country is worse. A gentleman or lady of true refinement will always give your words candid consideration, and admit that an American may possibly know the customs of her country better than they do, and if your opponent is not well-bred, your rudeness will not improve his manners.

Let the conversation upon national subjects be candid, and at the same time courteous, and leave him to think that the ladies in [17] America are well-bred, however much he may dislike some little national peculiarity.

Avoid, at all times, mentioning subjects or incidents that can in any way disgust your hearers. Many persons will enter into the details of sicknesses which should be mentioned only when absolutely necessary, or describe the most revolting scenes before a room full of people, or even at table.

Others speak of vermin, noxious plants, or instances of uncleanliness. All such conversation or allusion is excessively ill-bred. It is not only annoying, but absolutely sickening to some, and a truly lady-like person will avoid all such topics.

I cannot too severely censure the habit of using sentences which admit of a double meaning. It is not only ill-bred, but indelicate, and no person of true refinement will ever do it.

If you are so unfortunate as to converse with one who uses such phrases, never by word, look, or sign show that you understand any meaning beyond the plain, outspoken language. Avoid always any discussion upon religious topics, unless you are perfectly certain that your remarks cannot annoy or pain any one present. Never, when advancing an opinion, assert positively that a thing " is so ," but give your opinion as an opinion.

Say, "I think this is so," or "these are my views," but remember that your companion may be better informed upon the subject under discussion, or, where it is [18] a mere matter of taste or feeling, do not expect that all the world will feel exactly as you do.

Never repeat to a person with whom you converse, any unpleasant speech you may have heard concerning her. If you can give her pleasure by the repetition of a delicate compliment, or token of approval shown by a mutual friend, tell her the pleasant speech or incident, but do not hurt her feelings, or involve her in a quarrel by the repetition of ill-natured remarks.

Amongst well-bred persons, every conversation is considered in a measure confidential. A lady or gentleman tacitly confides in you when he or she tells you an incident which may cause trouble if repeated, and you violate a confidence as much in such a repetition, as if you were bound over to secrecy.

Remember this. Never criticise a companion's dress, or indeed make any remark whatever upon it. If a near friend, you may, if sincere, admire any article, but with a mere acquaintance let it pass unnoticed. If, however, any accident has happened to the dress, of which she is ignorant, tell her of it, and assist her in repairing the mischief. To be able to converse really well, you must read much, treasure in your memory the pearls of what you read; you must have a quick comprehension, observe passing events, and listen attentively whenever there is any opportunity of acquiring knowledge.

A quick tact is necessary, too, in conversation. To converse with an entirely uneducated person upon literature, interlarding your remarks with quotations, is ill-bred. It places them in an awkward situation, and does not add to your popularity. In conversing with persons of refinement [19] and intelligence, do not endeavor to attract their admiration by pouring forth every item of your own information upon the subject under consideration, but listen as well as talk, and modestly follow their lead.

I do not mean, to assent to any opinion they may advance, if you really differ in your own tastes, but do not be too ready to show your superior judgment or information. Avoid argument; it is not conversation, and frequently leads to ill feeling. If you are unfortunately drawn into an argument, keep your temper under perfect control, and if you find your adversary is getting too warm, endeavor to introduce some other topic.

Avoid carefully any allusion to the age or personal defects of your companion, or any one who may be in the room, and be very careful in your language when speaking of a stranger to another person. I have heard a lady inquire of a gentleman, "who that frightful girl in blue could be," and receive the information that the lady in question was the gentleman's own sister. Be careful, when traveling, not to wound the feelings of your friends in another country or city, by underrating their native place, or attempting to prove the superiority of your own home over theirs.

Very young girls are apt to suppose, from what they observe in older ones, that there is some particular manner to be put on, in talking to gentlemen, and, not knowing exactly what it is, they are embarrassed and reserved; others observe certain airs and looks, used by their elders in this intercourse, and try to imitate them, as a necessary part of company behaviours, and, so become affected, and lose that first of charms, simplicity, [20] natural grace.

To such, let me say, your companions are in error; it requires no peculiar manner, nothing to be put on, in order to converse with gentlemen, any more than with ladies; and the more pure and elevated your sentiments are, and the better cultivated your intellect is, the easier will you find it to converse pleasantly with all. One good rule can be always followed by young ladies; to converse with a lady friend as if there were gentlemen present, and to converse with a gentleman as if in the room with other ladies.

Avoid affectation; it is the sure test of a deceitful, vulgar mind. The best cure is to try to have those virtues which you would affect, and then they will appear naturally. No truer remark than the above was ever made. Such an effect can only be produced where every part of the dress harmonizes entirely with the other parts, where each color or shade suits the wearer's style completely, and where there is perfect neatness in each detail. One glaring color, or conspicuous article, would entirely mar the beauty of such a dress.

It is, unfortunately, too much the custom in America to wear any article, or shape in make, that is fashionable, without any regard to the style of the person purchasing goods.

If it is the fashion it must be worn, though it may greatly exaggerate a slight personal defect, or conceal or mar what would otherwise be a beauty. It requires the exercise of some judgment to decide how far an individual may follow the dictates of fashion, in order to avoid the appearance of eccentricity, and yet wear what is peculiarly becoming to her own face or figure.

Another fault of our fair countrywomen is their extravagance in dress. No better advice can be given to a young person than to dress always according [22] to her circumstances. She will be more respected with a simple wardrobe, if it is known either that she is dependent upon her own exertions for support, or is saving a husband or father from unnecessary outlay, than if she wore the most costly fabrics, and by so doing incurred debt or burdened her relatives with heavy, unwarrantable expense.

If neatness, consistency, and good taste, preside over the wardrobe of a lady, expensive fabrics will not be needed; for with the simplest materials, harmony of color, accurate fitting to the figure, and perfect neatness, she will always appear well dressed.

Neatness —This is the first of all rules to be observed with regard to dress. Perfect cleanliness and careful adjustment of each article in the dress are indispensable in a finished toilet. Let the hair be always smooth and becomingly arranged, each article exquisitely clean, neat collar and sleeves, and tidy shoes and stockings, and the simplest dress will appear well, while a torn or soiled collar, rough hair, or untidy feet will entirely ruin the effect of the most costly and elaborate dress.

The many articles required in a lady's wardrobe make a neat arrangement of her drawers and closets necessary, and also require care in selecting and keeping goods in proper order. A fine collar or lace, if tumbled or soiled, will lose its beauty when contrasted with the same article in the coarsest material perfectly pure and smooth.

Each article of dress, when taken off, should be placed carefully and smoothly in its proper place. Nice dresses should be hung up by a loop on the inside [23] of the waistband, with the skirts turned inside out, and the body turned inside of the skirt. Cloaks should hang in smooth folds from a loop on the inside of the neck. Shawls should be always folded in the creases in which they were purchased.

All fine articles, lace, embroidery, and handkerchiefs, should be placed by themselves in a drawer, always laid out smoothly, and kept from dust. Furs should be kept in a box, alone, and in summer carefully packed, with a quantity of lump camphor to protect from moths. The bonnet should always rest upon a stand in the band-box, as the shape and trimming will both be injured by letting it lie either on the face, sides, or crown.

Adaptiveness —Let each dress worn by a lady be suitable to the occasion upon which she wears it. A toilet may be as offensive to good taste and propriety by being too elaborate, as by being slovenly. Never wear a dress which is out of place or out of season under the impression that "it will do for once," or "nobody will notice it. Harmony —To appear well dressed without harmony, both in color and materials, is impossible. When arranging any dress, whether for home, street, or evening, be careful that each color harmonizes well with the rest, and let no one article, by its glaring costliness, make all the rest appear mean.

A costly lace worn over a thin, flimsy silk, will only make the dress appear poorer, not, as some suppose, hide its defects. A rich trimming looks as badly upon a cheap dress, as a mean one does [24] upon an expensive fabric. Observe this rule always in purchasing goods. One costly article will entirely ruin the harmony in a dress, which, without it, though plain and inexpensive, would be becoming and beautiful. Do not save on the dress or cloak to buy a more elaborate bonnet, but let the cost be well equalized and the effect will be good.

A plain merino or dark silk, with a cloth cloak, will look much better than the most expensive velvet cloak over a cheap delaine dress. Fashion —Do not be too submissive to the dictates of fashion; at the same time avoid oddity or eccentricity in your dress.

There are some persons who will follow, in defiance of taste and judgment, the fashion to its most extreme point; this is a sure mark of vulgarity. Every new style of dress will admit of adaptation to individual cases, thus producing a pleasing, as well as fashionable effect. Not only good taste, but health is often sacrificed to the silly error of dressing in the extreme of fashion.

Be careful to have your dress comfortable and becoming, and let the prevailing mode come into secondary consideration; avoiding, always, the other extreme of oddity or eccentricity in costume. Style and form of dress —Be always careful when making up the various parts of your wardrobe, that each article fits you accurately. Not in the outside garments alone must this rule be followed, an ill-fitting pair of corsets, or wrinkles in any other article of the under-clothes, will make a dress set badly, even if it has been itself fitted with the utmost accuracy.

A stocking which is too large, will make the boot uncomfortably tight, and too small will compress the foot, making the shoe loose [25] and untidy. In a dress, no outlay upon the material will compensate for a badly fitting garment. A cheap calico made to fit the form accurately and easily, will give the wearer a more lady-like air than the richest silk which either wrinkles or is too tightly strained over the figure.

Collars or sleeves, pinned over or tightly strained to meet, will entirely mar the effect of the prettiest dress. Economy —And by economy I do not mean mere cheapness. To buy a poor, flimsy fabric merely because the price is low, is extravagance, not economy; still worse if you buy articles because they are offered cheap, when you have no use for them.

In purchasing goods for the wardrobe, let each material be the best of its kind. The same amount of sewing that is put into a good material, must be put into a poor one, and, as the latter will very soon wash or wear out, there must be another one to supply its place, purchased and made up, when, by buying a good article at first, this time and labor might have been saved. A good, strong material will be found cheapest in the end, though the actual expenditure of money may be larger at first.

Comfort —Many ladies have to trace months of severe suffering to an improper disregard of comfort, in preparing their wardrobe, or in exposure after they are dressed. The most exquisite ball costume will never compensate for the injury done by tight lacing, the prettiest foot is dearly paid for by the pain a tight boot entails, and the most graceful effects will not prevent suffering from exposure to cold.

A light ball dress and exquisite arrangement of the hair, too often make the wearer dare the inclemency of the coldest night, by [26] wearing a light shawl or hood, to prevent crushing delicate lace or flowers.

Make it a fixed rule to have the head, feet, and chest well protected when going to a party, even at the risk of a crushed flower or a stray curl. Many a fair head has been laid in a coffin, a victim to consumption, from rashly venturing out of a heated ball room, flushed and excited, with only a light protection against keen night air. The excitement of the occasion may prevent immediate discomfort in such cases, but it adds to the subsequent danger.

Details —Be careful always that the details of your dress are perfectly finished in every point. The small articles of a wardrobe require constant care to keep in perfect order, yet they will wofully revenge themselves if neglected. Let the collar, handkerchief, boots, gloves, and belts be always whole, neat, and adapted to the dress.

A lace collar will look as badly over a chintz dress, as a linen one would with velvet, though each may be perfect of its kind. Attention to these minor points are sure tests of taste in a lady's dress. A shabby or ill fitting boot or glove will ruin the most elaborate walking dress, while one of much plainer make and coarser fabric will be becoming and lady-like, if all the details are accurately fitted, clean, and well put on. In arranging a dress for every occasion, be careful that there is no missing string, hook, or button, that the folds hang well, and that every part is even and properly adjusted.

Let the skirts hang smoothly, the outside ones being always about an inch longer than the under ones; let the dress set smoothly, carefully hooked or buttoned; let the collar fit neatly, and be fastened firmly and [27] smoothly at the throat; let shoes and stockings be whole, clean, and fit nicely; let the hair be smooth and glossy, the skin pure, and the colors and fabric of your dress harmonize and be suitable for the occasion, and you will always appear both lady-like and well-dressed.

Morning Dress —The most suitable dress for breakfast, is a wrapper made to fit the figure loosely, and the material, excepting when the winter weather requires woolen goods, should be of chintz, gingham, brilliante, or muslin.

A lady who has children, or one accustomed to perform for herself light household duties, will soon find the advantage of wearing materials that will wash.

A large apron of domestic gingham, which can be taken off, if the wearer is called to see unexpected visiters, will protect the front of the dress, and save washing the wrapper too frequently. If a lady's domestic duties require her attention for several hours in the morning, whilst her list of acquaintances is large, and she has frequent morning calls, it is best to dress for callers before breakfast, and wear over this dress a loose sack and skirt of domestic gingham. This, while protecting the dress perfectly, can be taken off at a moment's notice if callers are announced.

Married ladies often wear a cap in the morning, and lately, young girls have adopted the fashion. It is much better to let the hair be perfectly smooth, requiring no cap, which is often worn to conceal the lazy, slovenly arrangement of the hair. A few moments given to making the hair smooth and presentable without any covering, will not be wasted.

Slippers of [28] embroidered cloth are prettiest with a wrapper, and in summer black morocco is the most suitable for the house in the morning. Dress for Morning Visits —A lady should never receive her morning callers in a wrapper, unless they call at an unusually early hour, or some unexpected demand upon her time makes it impossible to change her dress after breakfast.

On the other hand, an elaborate costume before dinner is in excessively bad taste. The dress should be made to fit the figure neatly, finished at the throat and wrists by an embroidered collar and cuffs, and, unless there is a necessity for it, in loss of the hair or age, there should be no cap or head dress worn.

A wrapper made with handsome trimming, open over a pretty white skirt, may be worn with propriety; but the simple dress worn for breakfast, or in the exercise of domestic duties, is not suitable for the parlor when receiving visits of ceremony in the morning.

Evening Dress —The home evening dress should be varied according to circumstances. If no visitor is expected, the dress worn in the morning is suitable for the evening; but to receive visitors, it should be of lighter material, and a light head-dress may be worn.

For young ladies, at home, ribbon or velvet are the most suitable materials for a head-dress. Flowers, unless they be natural ones in summer, are in very bad taste, excepting in cases where a party of invited guests are expected. Dark silk in winter, and thin material in summer, make the most suitable dresses for evening, and the reception of the chance-guests ladies in society may usually expect.

Browns, modes, and neutral tints, with black and white, make the prettiest dresses for the street. Above all, avoid wearing several bright colors. One may be worn with perfect propriety to take off the sombre effect of a dress of brown or black, but do not let it be too glaring, and wear but little of it. Let the boots be sufficiently strong and thick to protect the feet from damp or dust, and wear always neat, clean, nicely fitting gloves. The entire effect of the most tasteful costume will be ruined if attention is not paid to the details of dress.

Our company is built for trainers, by trainers, so we thought we would share some of our tips with you, to help you create an engaging, unforgettable experience for your participants. Make it customized. By tailoring each course to your participants, you will find that your results will increase a thousand-fold. Identify whether your participants are strangers or whether they work together. Tailor your approach appropriately. Different people learn in different ways, so use different types of activities to balance it all out.

For example, some people learn by reading, while others learn by talking about it, while still others need a hands-on approach. For more information, we suggest Experiential Learning by David Kolb.

Make it fun and interactive. Most people do not enjoy sitting and listening to someone else talk for hours at a time. Make use of the tips in this book and your own experience to keep your participants engaged.

Mix up the activities to include individual work, small group work, large group discussions, and mini-lectures. Make it relevant. Participants are much more receptive to learning if they understand why they are learning it and how they can apply it in their daily lives. Most importantly, they want to know how it will benefit them and make their lives easier. Take every opportunity to tie what you are teaching back to real life.

Keep an open mind. Many trainers find that they learn something each time they teach a workshop. If you go into a training session with that attitude, you will find that there can be an amazing two-way flow of information between the trainer and trainees. Enjoy it, learn from it, and make the most of it in your workshops. Communication, the human connection, is the key to personal and career success. Paul J. Meyer Module One: Getting Started In this growing electronic age, we often forget how important it can be to have simple telephone etiquette.

Outside the realm of texting and emails, many people still use the telephone as a primary source of communication. Knowing the proper etiquette and procedures for speaking with someone on the telephone can show a great deal of professionalism as well as social knowledge.

If you need an opening or a way to introduce the participants to each other, utilize the Icebreakers folder to begin or between breaks during the day. Ask participants to turn off their cell phones or at least turn them to vibrate. If they must take a call, request that they do it outside.

Write the words Respect, Confidentiality, and Practice on a piece of flip chart paper and tape it to the wall. Explain to participants that in order to get the most out of this workshop, we must all work together, listen to each other, explore new ideas, and make mistakes. At the end of the session, we will review parked ideas and follow up, or make suggestions for your own investigation when you are back at work.

Suggestions for the trainer: 1. If you are working with a large group of participants, you may wish to nominate a recorder to park items as you are facilitating. Items noted on the parking lot can be useful to you later as you plan future training sessions. Workshop Objectives Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly.

First learn the meaning of what you say — then speak. When they recognize this, they are often unsure about where to start. Learning this knowledge can be a great starter tool for many people and can help them feel more confident on the phone right away. Phrasing When speaking on the telephone, a different set of phrasing is used instead of our everyday talking phrases. Using a more professional group of phrasing portrays to the caller a sense of confidence and a sense that you are there to help them.

Important phrasing sections include introductions, transitions and even call conclusions. Although some of the phrasing can seem uncomfortable at first, but with practice, they can become as natural as our everyday speech. Topic Summary Discuss how phrasing can differ from everyday speaking and telephone calls.

Materials Required. Discuss with the class the different components of a phrasing and vocabulary. Ask the group how our phrases change from our everyday speech and how we speak on the phone.

Ask them why that is. Tone of Voice The tone of voice in which we speak can portray a variety of emotions and feelings. It is generally recommended that when we speak on the telephone, we should speak in our normal tone of voice, if not a few decimals higher. Lower tones of voice can imply sarcasm or disinterest.

The speaker should never speak in monotone, which can sound bored and make the caller feel as though the speaker is not sincere. When possible, use inflection in your voice to help stress important points and give the caller verbal hints as to where the conversation is going.