Southwest Airlines Professional Communications Certification Practice Exam

Which behavior is an example of inappropriate telephone etiquette?

1. Answer the phone promptly

2. Identify the caller and their needs

3. Make most business calls after 10 p.m.

4. Control tone to avoid misinterpretation

The correct answer is: Make most business calls after 10 p.m.

Making most business calls after 10 p.m. is an example of inappropriate telephone etiquette because it demonstrates a lack of consideration for the recipient's time and personal space. Late-night calls can be disruptive, intrusive, and may be perceived as unprofessional. Typically, business communications are expected to occur during standard business hours, which not only fosters professionalism but also respects the boundaries of work-life balance for individuals. In contrast, promptly answering the phone, identifying the caller and their needs, and controlling tone to avoid misinterpretation are all essential components of effective and professional telephone etiquette. These behaviors help establish clear communication, show respect for the other person, and ensure that conversations are productive and efficient.