|
Soaring cell phone use has led to over-the-top cell phone abuse — and we’re all getting pretty darned cranky about it.
Call it “cell phone backlash.” While cell phones are enormously popular, with 120 million Americans now carrying them as compared to 46 million only five years ago, results from a recent poll shows a growing intolerance for the use of cell phones in public places.
Road warrior Judy
Lanier Banko is not surprised. An expert trainer and consultant specializing in communications, customer service and telephone etiquette, she travels 75 percent of the time for business — and has heard it all when it comes to inappropriate cell phone use.
“I believe it’s accurate to say cell phone manners are getting worse. I see/hear people using them in the most unlikely places — restaurants, public transportation, even restrooms!” she said.
Poll shows growing intolerance for public use of cell phones
Banko is not alone in her observations, as indicated in the results of Wirthlin Worldwide’s polls for online wireless retailer LetsTalk. Conducted in 2000 and again in 2002, the results showed a substantial decline in the number of people who find public cell phone use acceptable.
Poll respondents indicated: It’s OK to talk on a cell phone …
- In your car, 46% agreed in 2002, down from 76% in 2000
- In a restaurant, 28% agreed in 2002, down from 31% in 2000
- On public transportation, 45% agreed in 2002, down from 52% in 2000
- In a public restroom, 47% agreed in 2002, up from 39% in 2000
So in 2002, less than half of those surveyed now believe it’s acceptable to talk on the cell phone at the movies, in a restaurant, on a bus or subway — or even in your own car. (Communication experts have been somewhere between perplexed and appalled that the latest poll indicates people find it more acceptable to chat on a cell phone in a public toilet than on public transportation.)
Loose lips sink ships
Banko’s pet peeve for cell phone use in the business world is discussing proprietary information in public. “While riding on a car rental shuttle, I overheard a man talking on his cell phone about information, that had I been a competitor, I could have used against him or his organization. Had I been his boss, I would have chastised, counseled or possibly terminated him for this behavior,” she recalled.
Some cell phone models should come complete with a bar of soap for talkers to use to wash out their mouths. “I was in the Admirals Club recently … there was a family with two young children. Another woman was involved in what I could construe as a very personal conversation” on her cell phone, and “her use of foul language was shocking,” she said.
Tips for cell phone etiquette in business Banko offers 5 cell phone etiquette “do’s” for professionals:
- Be careful about what you talk about in public places.
Your competition might be listening. Plus, we’ve all heard stories of how cell phone conversations have been intercepted and used against people or organizations.
- Watch your language.
In your personal life, children might be listening. On the job, swearing and using vulgar language is considered highly unprofessional.
- Turn off your phone, or put it on silent/vibrate mode while you're in a group setting.
It’s rude to the speaker and to other participants when your cell phone rings and you take a call.
- Change your voice mail message, and make it dynamic.
Change your message to reflect where you are, what you’re doing, etc. “While it takes a little extra time, callers appreciate it,” Banko commented. “This is a great customer relations enhancer.”
- Leave your cell phone behind when you’re on vacation.
From a stress reduction and life balance perspective, don’t pack the cell phone — or the laptop — if at all possible, when you vacation. You’re not tethered to it for life, are you?
To sum up, as a professional, be aware that tolerance for cell phone use in public places is on the decline. Your clients, coworkers, potential customers and other business associates are now as likely as not to be annoyed — or even angered — by your cell phone use in their presence.
Judy Lanier Banko is a trainer, author and a speaker for National Seminars Group-Padgett Thompson. She is past national president of the American Teleservices Association.
|
(PDF format)