Telephone Skills

by Babs Moore

Closing a call

At the end of a call, always summarise the key points. If relevant, agree the next action and ensure that both people have the same understanding as to the outcome of the call. If you are the caller, allow the other person to put the phone down first after the goodbyes so they don’t feel rushed.

If someone is continuing a call that you feel has reached its natural conclusion, or that is no longer a productive use of your time, firmly but politely go into summarising mode and close the call.

Do not just hang up, even in a contentious call. Hanging up shows disrespect and a lack of control of the situation and is likely to require a lot of bridge building in an attempt to repair the relationship afterwards. Hanging up the phone on someone is rude!