How to Use the Telephone More
Effectively | Effective Telephone Communication
How to Use the Telephone More Effectively
The telephone is effective when used
efficiently, sparingly, and within the framework of a plan. This list includes
some tested guidelines for making the phone a tool that works best for you!
1. Know the purpose of your call.
Most of us talk on the phone too long.
Have the purpose of your call clearly in mind before dialing. If helpful, write
down a "statement of purpose", together with 3 main points you want
to make on a scratch pad prior to dialing. Then "go for it"!
2. Know the audience you are calling.
Unless you're conducting "cold
calling" for marketing or polling research, you probably know something
about your "audience" on the other end. Think of the needs of the
person/people you are calling. Then revise your "statement of
purpose" accordingly prior to making the call.
3. Start off right!
State your purpose at the outset, and
always ask if it is a good time for the other person to talk. If not, set a
specific time to call back.
4. Use names whenever possible.
Identify yourself at the outset of each
call. Spell it out, or sound it out, if necessary (e.g. I always tell people
"My last name is Vuocolo; Vuh-co-lo; think "Coca-Cola!").
Establish the other person's name early in the conversation, and use it often
throughout the call!
5. Pay attention and be aware of your tone.
Ask open-ended questions that invite
response. Give the conversation your undivided attention - don't be tempted to
do two or three things at once and expect it to be a productive call. Smile!
This helps to make your voice sound friendly. If you're angry or anxious - put
off the call until a later time, unless it's an absolute necessity to conduct
it now.
6. Listen carefully.
Pay attention to the first words spoken by
the person called. You can learn a lot in the first few seconds by listening
carefully. Did you catch the person eating, arguing, gardening or partying?
Decide whether to proceed with the call or to call back, depending upon what
you hear in the background of the call. It's better to arrange to call back
another time than to interrupt - and you'll probably get a better audience!
7. Avoid initiating major business, if possible.
Always save the most important business to
be conducted in person, if possible. If not, make a careful transition from
introduction to purpose of the call. Remember that a ringing phone virtually
always interrupts the party being called - so give them time to adjust before hitting
them with something major.
8. Avoid confrontation.
If you have bad news, or a difficult issue
to discuss with someone, don't do it by phone unless it's the only way.
9. Be assertive - not aggressive!
Always present your point of view in an
assertive, positive, way. If you have difficulty being assertive, try making
your point while standing during the call. This helps you be more animated and
direct, even if the other person can't "see you" ... Although, with
fiber-optics, they probably soon will! (If you're an extrovert - please remain
seated!)
10. Conduct a verbal review.
Before concluding the call, go over all
agreed upon points. Repeat necessary dates, times places and how and when you
may be reached.
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