Effective Telephone Tips from Successfully Speaking

Summary

In this session, Linda Catz Wilner from Successfully Speaking shares effective telephone communication skills. She highlights the importance of vocal and verbal clarity when the visual element is absent. Key tips include maintaining good posture, smiling, and using a professional greeting. She advises against multitasking during calls and emphasizes speaking clearly with a friendly tone. Active listening is also crucial, with careful attention to not interrupting the speaker. Linda reminds viewers that telephone communication reflects not only the individual but also the organization they represent, stressing the importance of making a strong first impression.

Takeaways

• 😀 Smiling influences how we sound on the phone, making us sound more friendly and approachable.
• 😀 Start with a professional greeting, such as 'Hello,' rather than informal greetings like 'Hey' or 'Hi.'
• 😀 Identify yourself and your company right away to establish a professional tone.
• 😀 Always be ready before answering the phone: take a breath, sit up straight, and avoid distractions.
• 😀 Avoid multitasking while on the phone, such as typing, texting, or checking emails.
• 😀 Never eat, drink, or chew gum during a phone call to maintain professionalism.
• 😀 Speak clearly and with expression to ensure your message is understood.
• 😀 Be a good listener—avoid interrupting and use brief interjections like 'uh-huh' to show you're paying attention.
• 😀 Your phone communication reflects on both you and your organization.
• 😀 First impressions count—make sure your tone and approach are polished from the very first interaction.
• 😀 To improve your communication skills, consider reaching out for additional resources or training.

Q & A

What are the three V's of communication mentioned in the script?

The three V's of communication are the visual (how we look), the vocal (how we sound), and the verbal (what we say).

Why does vocal communication become more important when talking on the phone?

When talking on the phone, we lose the visual element, so the clarity, tone, and quality of our voice become more important in conveying our message and creating an impression.

What is one key suggestion to improve vocal communication on the phone?

One key suggestion is to ensure your facial expression is positive by smiling, as it can influence how you sound.

What is the recommended way to answer the phone professionally?

It is recommended to answer the phone with a greeting like 'Hello' rather than casual phrases like 'Hey' or 'Hi,' and immediately identify yourself and your company.

How should you prepare before answering the phone?

Before answering the phone, take a breath, sit up straight, and avoid slouching. Being physically prepared helps you communicate more effectively.

What should you avoid doing while talking on the phone?

You should avoid distractions such as typing, texting, checking emails, or going through papers while talking on the phone. Additionally, eating, drinking, or chewing gum should be avoided.

How can you ensure your voice sounds clear and professional on the phone?

Speak clearly, with expression, and maintain a friendly tone. These practices help convey professionalism and clarity.

Why is it important to listen carefully during phone conversations?

Listening carefully and avoiding interruptions is crucial to understanding the other person's message and demonstrating attentiveness and respect.

What is the impact of how you communicate on the phone?

Your telephone communication not only reflects on you personally but also on the organization you represent. It's important to make a positive first impression.

How does communication over the phone differ from in-person communication?

Unlike in-person communication, where you can rely on visual cues, telephone communication relies solely on vocal and verbal elements, making clarity and tone more crucial.