Ever been on the phone and couldn’t stand the phone habits of the other person on the other end? Did you ever think that you could also be doing some things that are driving the other person around the bend? Phone communications can go wrong so quickly and easily, so it makes sense to be aware of and use strategies to prevent that from happening.
WATCH THE VIDEO:
This was exactly the topic of a recent live video I hosted. If you weren’t able to join us live, no worries. You can watch the videos here:
FACEBOOK: https://www.facebook.com/MarionSpeaks/videos/761494607530169/
YOUTUBE: https://youtu.be/xbrt12LSUAo
These 3 tips will help you to minimize the likelihood of your phone calls being ineffective, and they will boost the chances that your phone communications are successful.
TIP #1: BUILD RAPPORT
- USE HIS/HER NAME. This doesn’t mean bandying it about to the point of overuse and irritation. Rather, it means using it certainly at the beginning and once or twice during the conversation. Doing so personalizes your message and connects on a human basis.
- WATCH THE TONE. Keep your tone friendly and approachable. Do what call centers do and put a mirror by your phone to watch your facial expressions and make sure you’re smiling–they can “hear” it in your voice.
- AVOID DEAD AIR. Oooo, this is a big one of my pet peeves. If you’re working on something, keep the other person advised of what you’re doing. Walk them through, step by step, so there is no wondering. If the air is filled with silence, that void becomes filled with trepidation and undermines rapport and trust.
TIP #2: BUILD TRUST
- DO WHAT YOU SAY YOU’RE GOING TO DO. Start and end the phone calls on time. Not only is this respectful of the other person’s time demands, but it also shows that you’re a person who does what you say. You can be relied upon and trusted.
- LISTEN UP AND VALIDATE: Listen up and make sure you understand the other party’s concerns and questions. Use their own words to paraphrase at various points in the conversation. Demonstrating that you truly understand their challenge or request shows that you empathize and likely can be relied upon to find a solution.
TIP #3: CEMENT THE CALL
- RECAP. End the call by recapping the highlights and the next steps agreed upon. This will refresh the other person’s mind and ensure that you’re on the same page. It will also assist in managing expectations.
- THANK YOU: Simple manners go miles to build rapport and relationships. Thank the other person for their time and input. Doing so helps to cement not just the call, but the relationship.
BONUS TIP:
- When leaving phone messages, avoid that annoying telephone tag. Make sure your message say why you’re calling, what you want the person to know or do, and if you require a phone call back or not. Say your name and contact information slowly and clearly, and repeat it to allow them time to write it down.
PS: please feel free to share with your colleagues, boss, and clients. Everyone needs communication tips at some point.
cheers,
Marion Grobb Finkelstein
WORKPLACE COMMUNICATION CONSULTANT
Marion@MarionSpeaks.com
www.MarionSpeaks.com
www.facebook.com/MarionSpeaks
SEE MARION IN ACTION: https://youtu.be/OgXbgXcvVN4
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Marion Grobb Finkelstein, Workplace Communication Consultant, travels across Canada to help business people and organizations communicate in the workplace to get better, faster, easier results. She can help you too. Marion@MarionSpeaks.com 289-969-7691 www.MarionSpeaks.com OPT-IN to Marion’s Workplace Communication Tips enews at www.marionspeaks.com
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