- Ask yourself how much the call is worth: establish the length of your call in your mind before you call & keep the clock handy. Prepare talking points prior to dialing. Get to the point fast: but remember to be friendly.
- Batch calls: schedule a time to make calls. Control the work; don’t allow it to control you. Will your workload will allow for one time of day in which you take calls?
- Eliminate phone tag: if you must leave a phone message leave a detailed message with your name, number, why you called, and when you can be reached.
- If you meet with resistance on the initial call: ask when would be the best time to call back at the time that would be more convenient for the recipient.
- Avoid being placed on hold: it is ok to say “no”. Explore other options with the person who answers the phone. Call early in the day. Avoid procrastination
- Start the phone call: brief introduction & specific question will move conversation forward. Compensate for not being able to see the body language: listen carefully & be clear in your communication. Just listen: don’t do something else. Taking notes helps keep you on focus
- If you are confronted with negativity in initial conversation: analyze the reason for the “push back” and ask questions such as: “How can we remedy this situation? Would it be more convenient to discuss this at another time?”
- Use oral feedback: to let the other person know you are interested. Cut incoming solicitation calls short. “thank you, I am not interested”
- Count to 3 before you respond: helps to keep you from judging or emotionally reacting and it will avoid you from interrupting the other person.
- Get calls on your terms: screen calls with caller ID or through your staff.
- Learn the value of returning calls & calling again if you don’t get what you need on the first call. Set a time to return the call and return the call at the stated time.
Phone Power...last, but
not least. If all else fails draw upon your inner strength—it will serve
you well!
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Breathe deeply- lowers the voice and enlists control
- Mirror the style of the person with whom you are talking as we all like to visit with someone with our style of conversation. If they talk slowly, slow down, if the person on the other end of the line seems rushed, speed up your verbiage...you get the jest.
- Stand while talking: sounds crazy, but it empowers you
- The mirror trick...I have a mirror at my desk. Not because I like to see how I look, but rather to monitor my tone. If I am smiling during the
conversation, my conversation is friendly and upbeat.
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