Using the Phone Effectively
Tuesday, November 26, 2013
How much time do you spend on the phone each day?
Maybe you use it to talk to your boss, consult with clients, coach team members, or handle crises.
But are you using the phone effectively?
Or do you try to avoid calling people, opting instead for email or instant messaging (IM)?
Whether you use a landline, cellphone, or a service like Skype to make calls, it's likely that you could benefit from refreshing your phone skills.
In this article, we'll look at why good phone skills are important. We'll also discuss how to communicate clearly, and how to practice good etiquette when you use the phone.
The Importance of Good Phone Skills
Many of us don't think about how to talk on the phone, or when it's best to use it, simply because we've been using it throughout our lives. But talking on the phone is a skill, just like writing well or communicating successfully with a client, and the consequences of having poor phone skills can be significant.
For instance, imagine that your boss has called needing information about a pressing project. You're in the middle of an important email, and, instead of focusing on the call, you try to do both things at once. This causes you to be vague and a bit unresponsive with your boss, and you may even end up communicating the wrong information. Clearly, this is not impressive!
Or imagine that you're using the phone to tell a potential new customer about what your organization does. Without thinking, you use a lot of technical jargon that, unbeknownst to you, leaves your customer confused and uncomfortable. Needless to say, the customer declines your offer for a personal meeting.
Also, with the current tendency to use email and IM, you simply may not have much experience using the phone at all.
When to Use the Phone
Sometimes using email, instant messaging (IM), or text messages will be appropriate for getting your message across effectively. Other times, it is essential to use the phone. So it's important to know when to use the phone to preserve valuable relationships, maintain your reputation, and communicate effectively.
For instance, email and IM are best when you have a quick question to ask, or need to update someone on a task or project's progress. However, if you have an emotionally sensitive or urgent message, multiple issues to discuss, or a new or otherwise uncertain business relationship, then using the phone is far more effective.
As you probably already know, people should often use the phone, yet they don't.
Sometimes they're afraid of passing on bad news or of giving negative feedback. So they "chicken out," and hide behind other communication channels, such as email. While this avoids conflict in the very short term, it often makes things much worse in the longer term.
Other times, people rely on email, text messaging, or IM, simply because they lack confidence on the phone, or because they think that it just takes too much time.
Use your own best judgment when deciding how to communicate.
Tip:
If you're not confident using the phone, make a conscious effort to use it more – you'll soon build your confidence and your skills.
Developing Good Phone Skills
It's quite easy to learn how to use the phone more effectively. Since most of us use it regularly, we have plenty of opportunities to practice during the working day.
General Etiquette
Every time you answer the phone, you're indicating to the caller that you're available to take the call. If you're trying to focus on a task and picking up the phone will make you distracted or irritable, then it's best to let the call go to voicemail until you can devote your full attention to it. (Use you best judgment here though – this won't be appropriate in all situations.)
Be polite on the phone. Use "please," "thank you," and "you're welcome" with the caller. Always show respect for the people you're talking to, no matter who they are. This sounds obvious, but many people do forget about these basics!
If you must put someone on hold, first ask whether this is OK. Explain why you're doing this, and for how long. If this will be for more than a minute, then it's often best to offer to call the other person back.
Talking and Listening
Speak slowly and clearly when you're on the phone, especially if you're discussing information that the other person knows little or nothing about. Enunciate your words, and try not to use slang. Avoid jargon if the other person isn't familiar with your industry, and, if you sense any doubt from the other person, ask him or her if you need to clarify anything.
Effective listening is also essential – use active listening skills to ensure that you're hearing all of the information that the other person is trying to communicate to you. Avoid distractions while the other person is speaking, and show that you're listening by occasionally saying "yes," "OK," or "I see."
You might also need to use empathic listening when on the phone, especially if the person is upset. Although it's easy to get flustered or react negatively when you're on a difficult call, upset people need your compassion and patience.
One effective empathic listening skill is to repeat what the person is saying in your own words. For instance, you could say "You're feeling upset because the accounting department made a mistake on your bill. Is that right?" This lets the person know you're paying attention and that you understand his or her frustration.
If the person you're speaking with is angry and speaking loudly, speak softly in return. Not only will it help calm this person down, but it will also prompt the other person to lower his or her voice.
Productivity
It's tempting to try to maximize your productivity when you're on the phone by doing something else, like sending an email while talking to a client. But multitasking isn't productive: if you try to do two tasks at once, you'll end up doing both poorly.
Maximize your productivity by focusing on the call. If it helps, turn away from your desk or computer, so that you're not tempted to let your attention wander.
If you need to discuss several issues with someone, then plan out the call just as you would a meeting. Outline everything you need to discuss and write down any questions that you want to ask before you pick up the phone. You'll be able to get through the call more quickly, and you won't forget anything important.
Also, do your best to keep your conversation as short as possible , while helping the other person. Even if you don't have a busy day, the person you're talking to might have other things to get on with. Be courteous, and stick to the point.
When it comes to leaving voicemail messages, consider not leaving one at all, as messages take time to listen to and write down. Instead, it might be better to send a text message or email letting your contact know why you called, depending on the situation. However, if you're calling a client, or you need to communicate specific or urgent information, leaving a message may be best. If you do, keep it short and to the point.
Using Body Language
Although it sounds counterintuitive, your body language plays a significant role in how you sound on the phone.
For instance, your listener will probably be able to tell whether you're smiling. Sit up straight and smile when you're talking: you'll sound pleasant, professional, and energized.
If you're on a cordless phone or cellphone, you could also walk around your office while you speak: your voice will sound stronger, and you can stretch your legs at the same time.
Answering Effectively
Let the other person know who is answering when you pick up the phone. You can convey this information smoothly by saying something like, "Good afternoon, this is Pam Michaels in Accounting." This immediately tells the caller who you are, where you work, and whether he or she has reached the intended person.
If you and your team take a lot of calls, establish a process to ensure that calls are answered politely, and within a set time-frame.
Ringtones
Have you ever been on an important call and heard your colleague's cellphone go off within earshot? This annoying disruption may have broken your concentration and distracted the other person on the line as well.
When you're at your desk, in a meeting, or with a client, make sure that your ringer is turned on low or to vibrate; this not only shows consideration for others, but it will also help you maintain your focus.
Also, have a "professional" ringtone for work – novelty ringtones may not make a good impression on the people around you!
Further Guidance
Do your best to use the name of the person you're talking to. This personalizes the call, and makes the other person feel important and connected.
Return missed calls as quickly as is practical – this is courteous, and is essential to maintaining good relationships.
Be sensible in how you use your cellphone – it's usually best to avoid using it if you have little signal, or if you're in a busy place. Also, remember that your voice may be much clearer on a landline or on Skype, so divert your cellphone to your office phone where practical.
Always be prepared with a pen and paper handy to take notes . If you have to scramble for these, the other person on the line will hear this, and you'll sound unprofessional.
Key Points
Most of us spend a great deal of time on the phone each day. But this doesn't mean that we shouldn't periodically review our phone skills.
First, make sure that you actually use the phone when you need to – don't hide behind IM or email.
Ensure that you use good manners whenever you pick up the phone. Words like "please" and "thank you" show respect and courtesy to the other person.
Don't attempt to multitask when you're talking to someone. You'll only end up doing both things poorly, and the caller will likely hear that you're not paying attention. Consider turning away from your desk to avoid the temptation to work.
Also, pay attention to your body language. Callers can hear a smile in your voice, and you'll sound more confident if you sit up straight.
Tags:
Communication, Communication Skills, Skills
Maybe you use it to talk to your boss, consult with clients, coach team members, or handle crises.
But are you using the phone effectively?
Or do you try to avoid calling people, opting instead for email or instant messaging (IM)?
Whether you use a landline, cellphone, or a service like Skype to make calls, it's likely that you could benefit from refreshing your phone skills.
In this article, we'll look at why good phone skills are important. We'll also discuss how to communicate clearly, and how to practice good etiquette when you use the phone.
The Importance of Good Phone Skills
Many of us don't think about how to talk on the phone, or when it's best to use it, simply because we've been using it throughout our lives. But talking on the phone is a skill, just like writing well or communicating successfully with a client, and the consequences of having poor phone skills can be significant.
For instance, imagine that your boss has called needing information about a pressing project. You're in the middle of an important email, and, instead of focusing on the call, you try to do both things at once. This causes you to be vague and a bit unresponsive with your boss, and you may even end up communicating the wrong information. Clearly, this is not impressive!
Or imagine that you're using the phone to tell a potential new customer about what your organization does. Without thinking, you use a lot of technical jargon that, unbeknownst to you, leaves your customer confused and uncomfortable. Needless to say, the customer declines your offer for a personal meeting.
Also, with the current tendency to use email and IM, you simply may not have much experience using the phone at all.
When to Use the Phone
Sometimes using email, instant messaging (IM), or text messages will be appropriate for getting your message across effectively. Other times, it is essential to use the phone. So it's important to know when to use the phone to preserve valuable relationships, maintain your reputation, and communicate effectively.
For instance, email and IM are best when you have a quick question to ask, or need to update someone on a task or project's progress. However, if you have an emotionally sensitive or urgent message, multiple issues to discuss, or a new or otherwise uncertain business relationship, then using the phone is far more effective.
As you probably already know, people should often use the phone, yet they don't.
Sometimes they're afraid of passing on bad news or of giving negative feedback. So they "chicken out," and hide behind other communication channels, such as email. While this avoids conflict in the very short term, it often makes things much worse in the longer term.
Other times, people rely on email, text messaging, or IM, simply because they lack confidence on the phone, or because they think that it just takes too much time.
Use your own best judgment when deciding how to communicate.
Tip:
If you're not confident using the phone, make a conscious effort to use it more – you'll soon build your confidence and your skills.
Developing Good Phone Skills
It's quite easy to learn how to use the phone more effectively. Since most of us use it regularly, we have plenty of opportunities to practice during the working day.
General Etiquette
Every time you answer the phone, you're indicating to the caller that you're available to take the call. If you're trying to focus on a task and picking up the phone will make you distracted or irritable, then it's best to let the call go to voicemail until you can devote your full attention to it. (Use you best judgment here though – this won't be appropriate in all situations.)
Be polite on the phone. Use "please," "thank you," and "you're welcome" with the caller. Always show respect for the people you're talking to, no matter who they are. This sounds obvious, but many people do forget about these basics!
If you must put someone on hold, first ask whether this is OK. Explain why you're doing this, and for how long. If this will be for more than a minute, then it's often best to offer to call the other person back.
Talking and Listening
Speak slowly and clearly when you're on the phone, especially if you're discussing information that the other person knows little or nothing about. Enunciate your words, and try not to use slang. Avoid jargon if the other person isn't familiar with your industry, and, if you sense any doubt from the other person, ask him or her if you need to clarify anything.
Effective listening is also essential – use active listening skills to ensure that you're hearing all of the information that the other person is trying to communicate to you. Avoid distractions while the other person is speaking, and show that you're listening by occasionally saying "yes," "OK," or "I see."
You might also need to use empathic listening when on the phone, especially if the person is upset. Although it's easy to get flustered or react negatively when you're on a difficult call, upset people need your compassion and patience.
One effective empathic listening skill is to repeat what the person is saying in your own words. For instance, you could say "You're feeling upset because the accounting department made a mistake on your bill. Is that right?" This lets the person know you're paying attention and that you understand his or her frustration.
If the person you're speaking with is angry and speaking loudly, speak softly in return. Not only will it help calm this person down, but it will also prompt the other person to lower his or her voice.
Productivity
It's tempting to try to maximize your productivity when you're on the phone by doing something else, like sending an email while talking to a client. But multitasking isn't productive: if you try to do two tasks at once, you'll end up doing both poorly.
Maximize your productivity by focusing on the call. If it helps, turn away from your desk or computer, so that you're not tempted to let your attention wander.
If you need to discuss several issues with someone, then plan out the call just as you would a meeting. Outline everything you need to discuss and write down any questions that you want to ask before you pick up the phone. You'll be able to get through the call more quickly, and you won't forget anything important.
Also, do your best to keep your conversation as short as possible , while helping the other person. Even if you don't have a busy day, the person you're talking to might have other things to get on with. Be courteous, and stick to the point.
When it comes to leaving voicemail messages, consider not leaving one at all, as messages take time to listen to and write down. Instead, it might be better to send a text message or email letting your contact know why you called, depending on the situation. However, if you're calling a client, or you need to communicate specific or urgent information, leaving a message may be best. If you do, keep it short and to the point.
Using Body Language
Although it sounds counterintuitive, your body language plays a significant role in how you sound on the phone.
For instance, your listener will probably be able to tell whether you're smiling. Sit up straight and smile when you're talking: you'll sound pleasant, professional, and energized.
If you're on a cordless phone or cellphone, you could also walk around your office while you speak: your voice will sound stronger, and you can stretch your legs at the same time.
Answering Effectively
Let the other person know who is answering when you pick up the phone. You can convey this information smoothly by saying something like, "Good afternoon, this is Pam Michaels in Accounting." This immediately tells the caller who you are, where you work, and whether he or she has reached the intended person.
If you and your team take a lot of calls, establish a process to ensure that calls are answered politely, and within a set time-frame.
Ringtones
Have you ever been on an important call and heard your colleague's cellphone go off within earshot? This annoying disruption may have broken your concentration and distracted the other person on the line as well.
When you're at your desk, in a meeting, or with a client, make sure that your ringer is turned on low or to vibrate; this not only shows consideration for others, but it will also help you maintain your focus.
Also, have a "professional" ringtone for work – novelty ringtones may not make a good impression on the people around you!
Further Guidance
Do your best to use the name of the person you're talking to. This personalizes the call, and makes the other person feel important and connected.
Return missed calls as quickly as is practical – this is courteous, and is essential to maintaining good relationships.
Be sensible in how you use your cellphone – it's usually best to avoid using it if you have little signal, or if you're in a busy place. Also, remember that your voice may be much clearer on a landline or on Skype, so divert your cellphone to your office phone where practical.
Always be prepared with a pen and paper handy to take notes . If you have to scramble for these, the other person on the line will hear this, and you'll sound unprofessional.
Key Points
Most of us spend a great deal of time on the phone each day. But this doesn't mean that we shouldn't periodically review our phone skills.
First, make sure that you actually use the phone when you need to – don't hide behind IM or email.
Ensure that you use good manners whenever you pick up the phone. Words like "please" and "thank you" show respect and courtesy to the other person.
Don't attempt to multitask when you're talking to someone. You'll only end up doing both things poorly, and the caller will likely hear that you're not paying attention. Consider turning away from your desk to avoid the temptation to work.
Also, pay attention to your body language. Callers can hear a smile in your voice, and you'll sound more confident if you sit up straight.
