The Art of effective Telephone Communication is an essential skill for anyone in business today and can be one of the most difficult skills to attain especially when it takes place in another language.
When one of the key ingredients of successful communication that of, body language is removed, telephoning is often something that many of us dread!!
Since the arrival of mobile phones, we can be in contact anywhere and at any time. Companies expect the Art of the Telephone to be used on a daily basis. It is essential therefore to know how to interact with others using the phone correctly.
We at TheTelephone Marketing and Training Company can a look at some ways to build confidence and improve your telephone communications.
Structured communication is important. Plan what you are going to say. This helps to feeling more confident and prepared to tackle any problems. Primarily be sure of the objective of your call, what is your goal. Is it to establish a communication, make an appointment or get information? Have a check list written down so that you can refer to it
Moving on, prepare a script to attain what you are trying to achieve. This will help in keeping the focus on your objective. You may also check that the grammar/phrasing is correct. Then practice before making the call.
Also think of where the conversation may go. Make your check list for the details you require. If needing to make an appointment have available dates ready at hand and timings. You will also need to get address details and locations, maybe need to check what parking facilities there are.
What sort of information will you need to produce or supply. What will you do if the person is not available for a meeting?
Think of the questions you might be asked and how you will react to them. Positive responses will give you confidence and give confidence to the person you are calling.
Now let’s make a call. Check your notes, script and dial. Smile and that will make you sound confident and positive.
Always address the person by name and say it several times during the conversation. Everybody likes to hear their own name, it makes them feel important.
It’s a good idea to start the conversation with a little small talk, particularly if you already know the person.
Refer to your notes and get down to business. State the reason for calling and listen carefully to the replies.
Be ready with a pen and paper to take notes. Be sure to get the information correctly and ask them to repeat anything you are unsure of.
Don’t be afraid to ask the caller to slow down and speak more slowly.
Knowing how to end a call is just as important as starting the call.
Remember to summarize the key points, using your notes for reference. “