Without a thought, we can yak away on the telephone with a friend for hours. But most of us are just as reluctant when it comes to picking up the phone and making a business call!
Yet, how long can you put off the so-called ‘ordeal’. We have to make calls regularly for everything from routine inquiries, fishing for a job or prospecting customers to soliciting important information, closing a sale or dealing with com plaints. When your phone is ringing, it may bring just a cold call or something as crucial as a preliminary screening interview.
Needless to say, the way you handle calls reflects on you. Efficient and effective use can mean the difference between simply speaking and ‘tele-connecting’!
Then again, interesting statistics reveal that people develop a perception about you within the first 30 seconds of a phone conversation and their final opinion of you in the last 30 seconds. It is imperative that we consciously project professionalism when both making and receiving calls.
When on the telephone, we cannot see the caller and he cannot see us. In fact, we are limited to using only 30 percent of our available communication skills, which means we must work even harder to make serious contact, let alone build a positive relationship.
Some tips on how to structure and manage phone calls:
How you begin or answer a call is the verbal equivalent of a handshake. So, ensure that you answer a ringing phone promptly. Identify yourself with your name, designation and company. Like, “HR Department, Ritesh speaking. How may I help you?” Providing an enthusiastic opening will make the recipient feel good about the call. Also, when receiving a call, note the caller’s name and use it often.
Never suspend the normal rules of politeness. Be friendly, helpful and courteous at all times, as your treatment of the caller will determine his impression of you and your company.
Your voice is your weapon on the phone. A warm, welcoming and pleasant tone projects a good image. Practice smiling every time you dial or answer a call; it will be ‘heard’ on the phone! Something as simple as standing up when you speak can create a positive engagement, as you sound glad to make or take the call.
The way you speak over the telephone conveys 85 percent of your message. Check your speed, clarity and pitch. The words you use, the tone and even your body language can convey subliminal signals. Give the phone call your undivided attention. Do not try to multitask by checking emails, sipping coffee or talking to someone else. Mistakes and misunderstandings can arise if you are doing something else at the same time. Let the person on the other side say his piece. Listen attentively to elicit the object of the call or ascertain the problem, without interrupting rudely or speaking over him. You can even take notes if needed.
When it’s your turn, respond appropriately by talking with him, not at him. Offer help, provide useful information, take the message, lead him through a solution or try to find someone who can help him, as the case maybe. Whatever you do, use good questioning techniques to control the call, summarise the important points and agree on subsequent action. Even if the call is a difficult or heated one, stay calm, try to be helpful and never slam the phone down.
It is bad manners to place someone on hold. Even if you have to, first ask permission, explain the reason and let him know how long it will take. If it can take indefinitely, ask if he or you can call back. Graciously end calls with a pleasant ‘goodbye’, ‘thank you’ or a response to the other person’s thanks. And always let him hang up first.
To sum up, be nice, approachable and sincere on all incoming and outgoing phone calls so as to build and maintain trust.
Keep communicating with confidence, diplomacy and professionalism to slowly develop your personal style on the phone. Last but not the least, place importance on the caller, not yourself!
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