Some people say etiquette is rather old fashioned when it comes to the modern relaxed world we live in today.

Unfortunately for many people and many businesses, they have totally thrown out etiquette believing it is not important.

Etiquette is a big part of the communication skills that help you get on with people better.

So what does etiquette really mean?

The dictionary definition of etiquette is: “The formal rules of correct or polite behaviour in society, among members of a particular profession or in a particular area of activity.”

Etiquette is about rules to follow. A guideline that has been created over time to help us behave politely and appropriately in different situations.

I know we all feel sometimes that we need to break free of all the rules and guidelines that we are told to follow but the fact is even in the year 2023 there is still a level of expectation for us to behave and respond in an appropriate way.

The rules of good etiquette were created to make life easier and smoother, especially in the work place. They were created to help us be polite and respectful of others.

Surely this is a good thing!

So why is etiquette still seen as something archaic and not necessary anymore?

I would like to focus on my favourite area of etiquette, “Excellent Phone Etiquette”.

Excellent Phone Etiquette is about the guidelines to follow so you are polite, respectful and helpful and you know how to behave appropriately while you are answering and making phone calls.

Before any of your team answer phone calls, you must ensure they have mastered excellent phone etiquette. It is much more than just “phone technique”.

Phone etiquette is taking “phone technique” to a higher level, being more mindful of the caller and showing the caller respect and courtesy.

The good news is “excellent phone etiquette” is all teachable as long as your team have a positive attitude and a passion to learn and improve.

Examples of Excellent Phone Etiquette are:

  • Getting the Phone Greeting right. Helping the caller feel acknowledged, important and special is all part of the training and guidance our team need.
  • How to always be agreeable even when the caller is not making sense. Having excellent listening skills, asking the right questions and nodding in agreement are all part of being agreeable.
  • Actively listening to the caller at all times and knowing when to ask the right questions.
  • Placing a caller on hold the right way. There are times when you just have to place a caller on hold. When this is done incorrectly it has a big impact on the caller’s experience.
  • Making sure your voice sounds great and you have the correct volume, rate, pitch, fluency, articulation and tone.

The best way to start improving your phone etiquette is by first listening to your calls. Recording the incoming calls in your office gives you the opportunity to learn and make improvements.

When you hear yourself on a phone call, you soon work out if you sound polite, helpful, respectful and if your phone manner is appropriate.

How you answer calls in all businesses is so important, so check and see if your team need better Phone Etiquette and help them make the changes to become excellent.


T H E  D E N T A L  P H O N E  E X C E L L E N C E  O N L I N E  M A S T E R  C L A S S  I S  H E R E !

I LISTENED TO YOU and finally my Master Class is here ONLINE just for YOU!

Your team do not need a day off work to attend this Master Class. YOUR TEAM can complete the Dental Phone Excellence Master Class right there in your practice at their own pace. The BEST part of my Master Class is that you have it FOREVER once you purchase the Master Class.

It’s time to say GOODBYE to New Patients calling your office and NO APPOINTMENT ever being made, people calling your office about the price and never making an appointment and your patients continually calling to cancel their appointment!

There are 7 Learning Modules in this Master Class

•         Module 1: How to Effectively Communicate with Your Patients

•         Module 2: The 8 Steps to the New Patient Call

•         Module 3: How to Answer the Questions Callers Ask

•         Module 4: Correct and Easy Appointment Scheduling

•         Module 5: How to Prevent and Handle Cancellations

•         Module 6: How to Follow Up Your Patients

•         Module 7: Giving the Very Best Patient Experience

There are a total of 42 Learning Videos and over 60 Worksheets, Checklists, Templates, Scripts and Flowcharts to help support your team’s learning.

This program has been designed to teach dental teams how to communicate more effectively with their patients and get better results.

This Master Class is easy to understand, easy to work through and you can go through the program at your own pace.

This is the Master Class that guarantees your success when you start using the strategies and skills we go through together.

To secure you LIFETIME access to my Master Class click the link below. It is that fast and easy to get!

I look forward to seeing you all get the RESULTS you deserve and MORE!


Call Tracking Excellence

With Call Tracking Excellence your team will learn the SAME exact processes Jayne used to:  

1. Dramatically improve new patient call-in conversions to booked appointments..

2. Retain existing patient appointments and

3. Prevent ongoing losses from appointment cancellations.


Click this link to find out how to get started. It’s that easy!


If you want to know about the Dental Phone Excellence System I developed over many years working in my own Dental Practice and the same System I now share with many Dental Teams, then give me a call or send me a quick email.

The teams I have worked with all say how much easier it is using the Dental Phone Excellence System, when they answer calls and how many more kept appointments they make and confirm for their patients.

1300 378 044 or

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