You know the scene. You're on the phone with a key client, you're trying to jot down notes as she speaks, while pulling out her file, and searching for the email she sent you two days ago. In an attempt to multi–task, you cradle the phone between your shoulder and ear. Sure, it frees up a hand, but experts at the American Chiropractic Association warn against this common office behavior.
"If [you're] on the phone, pinching the phone in your shoulder almost continually for 15 to 20 minutes, that alone can start to give you some discomfort. If that repeats over and over, so you have more and more 20–minute intervals within a working timeframe, you become more and more susceptible to having symptoms that don't go away," says Dr. Scott Bautch, president of the American Chiropractic Association's Council on Occupational Health.
The symptoms and potential health problems
Long–term symptoms that can develop, especially if you spend two or more hours a day on the telephone, include:
- Neck stiffness and discomfort (particularly between your ear and shoulder)
- Stiffness, discomfort, and numbness in the wrist or elbow
- Headaches
- Lower back problems that develop as a secondary problem
Headsets — the healthy solution
If you absolutely must accomplish other tasks while conducting business over the phone, consider a headset. Headsets are a sensible and healthy piece of office equipment for any busy executive, salesperson, office manager, administrative assistant, help desk operator, or call center associate. They're also great for people who spend a lot of time talking on the telephone at home.
"Everything says 'yes, use a headset' and there's really nothing that says 'no, don't use one' You can sit straighter, you have the ability to change postures when you're talking, and you can even stand up and stretch a little bit if you're on a long call," says Dr. Bautch.
Save time and increase productivity
Plus, headsets offer more than long–term health benefits. According to a study conducted by H.B. Maynard & Company for Plantronics, a manufacturer of headsets, using a headset can improve workplace efficiency and productivity as much as 43%. The study also found that workers equipped with headsets "reported higher morale, lower fatigue levels, and fewer phone–related physical complaints."
Dr. Bautch stresses that you shouldn't wait for the pain to start before buying a headset — use it as a prevention tool. "We have to get away from this mentality of treating symptoms, it's really prevention that's going to save you a lot of discomfort in your lifetime."
What to look for when buying a headset
You'll want a headset that is light and comfortable, especially if your job requires answering calls all day.
Consider a headset that offers the Convenient Quick Disconnect feature, which allows you to walk away from your telephone while still wearing your headset. For even more mobility, opt for a wireless headset. They're especially perfect for administrative assistants who may have to run and grab a fax, for example, while answering telephone calls.
Decide if you want a headband style or one that hooks over your ear. Headband styles may feel more stable and secure, while over the ear models tend to be lighter. If you're not sure which option you'll prefer, look for a convertible headset for over–the–head stability or over–the–ear convenience. If you know co–workers who use headsets, try on theirs before buying one — this way you'll have a better idea of what your preferences are.
Headsets with two–ear pieces will cancel out more background noise than one–ear headsets. The two–ear models are particularly essential if you work in a loud office or in a space that doesn't offer a lot of privacy.
If you want to protect callers from background noise, purchase a headset with a noise–canceling microphone.
Well–padded ear cushions will provide the most comfort.
Before buying a headset, inspect your current telephone. Does it have a place to plug in the headset cord? If not, you might have to buy a new phone or purchase a telephone headset adapter system, which makes most single– and double–line telephones headset ready. Many of these models allow adjustment of incoming and outgoing volume control and have a mute button for private off–line conversations.
