Penza officials obliged to communicate over telephone politely
Penza, 10 August 2016. PenzaNews. The code of ethics and official conduct of municipal employees of Penza administration now includes the item explaining the rules of the telephone conversation. The corresponding decree was signed by the mayor of the city administration Viktor Kuvaytsev.
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According to the document, a copy of which is available to PenzaNews, when having a telephone conversation municipal employee is obliged to consult the inquiring party on the relevant issues in a polite and proper manner.
In addition, the response to the call should start with information about the name of the city administration departments, and then, at the request of a citizen, the employee must introduce themselves and name the position thy take.
During the conversation the official should not interrupt the speaker. The response should be brief, clear and friendly, while the language is official business — no colloquials, interjections and monosyllabic responses.
If the citizen is aggressive and uses profanity, the employee should let the one know, without starting an argument, that there will be no further conversation in this manner.
Also, the official shall avoid conflicts that could harm the reputation of the local authority, and the municipal employee themselves.