"I spend a lot of time on the phone in my current role, and phone etiquette is important for a positive patient experience. One example of professional etiquette I use is always smiling when I answer the phone because it makes me sound more pleasant when projecting my voice and demonstrates positive body language if others in the waiting room may be observing me. Another is to avoid using acronyms or jargon that we may frequently use around the office, as the caller may not be familiar and could cause confusion or delays in the conversation. Years ago, a mentor of mine taught me the "P's of phone etiquette," which included prepared, present, polite, patient, personable, professional, and proactive, and that phrase has stuck with me to this day."