I will practice excellent telephone skills

Daily Keys to Success

These daily excerpts from Randy Kay's book Daily Keys to Success will show you how to grow your potential while expanding your personal success to lead a life of significance. You will benefit from 365 topics with ideas, tools, and tactics for living life fully.

The phone rings. It’s your success calling. That’s the attitude professionals need to imbed in their way of thinking whenever a call arrives. Even at home, seeing your phone as a reflection of your personality, or at the office as your brand, can inspire you to communicate more professionally. When someone never gets an answer from the phone, our standard of responsiveness is compromised. When you think of the phone as a reflection on you, you are more likely to speak with confidence than irritability when answering the phone or placing a call. People generally form an impression of you during the first thirty seconds of a call and their lasting impression is formed during the final thirty seconds.

So before you answer or place the call, take a deep breath in. Let your energy exhale out when you answer the phone. Psyche yourself up to speak confidently and positively. Your tone inflection should vary (no monotone), with peaks and valleys in your voice to maintain and show interest. Give your name and position if it’s a company related call. A “thank you for calling” is always a nice way to open your response. Make sure not to speak too quickly, as a calm and deliberate voice typically elicits a more ready state from the other person.

If you are initiating the phone conversation, develop a plan for what you will discuss prior to the call. You might ask a question to set the tone, such as asking the person how their day is going. Use good listening skills by acknowledging their comments with an occasional “aha” or an “oh.” Be sincere, addressing the other person’s questions quickly and politely. Your focus should always be on what the other person is saying or needing. Avoid jumping into your own agenda before their issues are addressed. Take notes if possible, and confirm what’s been said with a, “What I’m hearing you say is ________” type of restatement to clarify important points. Use the final thirty seconds to thank them for the call, reviewing issues or concerns and how you will address them. Thank them for their support. Stay positive. How the caller feels at the end of a conversation will determine whether they will speak with you longer or return for a follow-up phone conversation.

“The telephone is a good way to talk to people without having to offer them a drink.” ~ Fran Lebowitz