January 15, 2026
by Tom Console
By the time the phone rang for the tenth time that day, I’m sure the person on the other end could sense my frustration. I know, because I can often hear it in other people’s voices when they answer. But what if every time we picked up the phone, we considered it an opportunity to serve instead of considering it a distraction?
How many times a day do you answer a phone call? How often do you return missed calls? You might be calling family or friends, doing business, or answering the phones for a living. When you look at the caller ID, you might be excited to talk to the person on the other end or dread the coming conversation.
Regardless of the nature of the call, leaders should always answer the phone with the same phrase: “How may I help you?” These five words allow leaders to make themselves ready and available to support the person on the other line, lower any possible tensions, and place an attitude of service at the very beginning of the conversation.
Demonstrate Availability
As leaders, we’re expected to help address and fix problems. We must stay in that readiness mindset as often as we can, but especially when people bring us their issues. When we answer the phone with “How may I help you?” we convey a clear message: I am here, I am ready, and I can help, regardless of who is on the other line.
Let’s consider this from the caller’s perspective. They have some sort of issue, and they’re calling us to get help. The first thing anyone wants is for their problem to be heard. They’re looking for someone emotionally available to listen and express empathy for their situation.
When we start a conversation offering to help someone, we place an obligation upon ourselves to see that promise through. That’s what a leader does. We take accountability and responsibility for problems, even if they’re someone else’s, and work with them to find a solution. The entire cascade of fixing problems and finding solutions begins by making ourselves available.
Lower Tensions
Some phone calls, we know, are going to be confrontational from the start. We’ve all had those moments where we see caller ID and know we’re in for a rough one. Whether it’s an angry boss, client, or significant other, that feeling is pretty universal, and when we know someone is upset with us, it’s easy to get defensive.
If we can learn how to answer the phone correctly during these tense moments, we might be able to lower temperatures considerably and have a more productive conversation, instead of a combative one. If we can answer with a “How may I help you?” we might save ourselves quite a big headache.
Using this method, I can demonstrate almost immediately that I’m not here to be combative or defensive. I’m choosing to engage in a polite discussion, and hopefully that behavior will be reciprocated. Let’s be real; it might not be. We might get torn apart regardless of how we answer the phone. But we all already know that we cannot control the actions and behaviors of others, only our own. When dealing with a potentially combative phone call, we can choose to start the conversation off on a Stoic, polite foot and potentially keep any emotional responses in check.
Convey Service
At the core of all leaders should be an attitude of service. This means service to others, to our organization, and to a cause and purpose greater than ourselves. I could sit in my office at work and answer every phone call curtly with: “This is Dr. Console.” I’ve had my own doctors answer my calls like that, and sometimes, I can detect a slight pang of annoyance that I dared to bother them with a phone call.
Simple phrasing can inadvertently (or advertently for some) make it seem as if one person is superior to the other, and create a clear divide. “How may I help you?” does not just convey that we’re free to talk now, but that we’re here to help you. That subtle change can be quite powerful.
Our job when answering the phone is to make the caller feel a part of the team, like they belong. Big degrees, position titles, or fancy education don’t really matter when we’re trying to establish a connection with someone. Leaders place their willingness to serve others at the heart of work, and our word choice can convey that desire to serve upon first contact. We can win others over and serve people more effectively with five simple words.
More than a Transaction
No matter the occupation, we all deal with phone calls. On the other end of the phone is another human being, usually looking for help, advice, or information. They are calling us because we are leaders, and they expect to be helped by us.
As professionals, we need to remember every phone call is more than a transaction. It’s an opportunity to demonstrate leadership in real time. By answering with a simple “How may I help you?” we do more than offer assistance, we signal availability, lower tensions, and lead with an attitude of service.
Leadership isn’t reserved for the great moments in life, but often in the small, conscious choices we make every day. The next time our phone rings, remember, our response will set the tone, influence someone’s experience, and shape the engagement.
Other articles by Tom Console:
The Maximum Standard 