Many of us wince at the sound of a ringing phone, wondering what problems or extra work is on the other end of the line. The phone is often regarded ad an intrusion, an interruption to our already very lives.

But the telephone needn’t be such an enemy; at the heart of many people’s dislike of the medium is an inability to make the most of it.

When we talk to people face-to-face, communication is greatly assisted by our gestures and body language. When we use telephone we have instead to rely on only two elements; words and tone of voice. Consequently, we have to concentrate on the other person’s speech, and we have to make sure that our language and delivery convey the right message.

Successful telephone communication demands the deployment of listening skills discussed earlier. In order to aid concentration, take notes. Good listening also involves communicating to the caller that you are indeed listening. It is helpful to use responses like ‘I see’ and ‘yes’. Concentrate on what is being said – and don’t interrupt.

Words are the tools of a manager’s trait, and you should use them carefully. Make sure the words you use convey a general helpfulness. If necessary make notes before making a call.

One good way to make sure you sound right is to smile while you are talking. Smiling relaxes the vocal cords and has a dramatic effect on the voice, instantly making you sound more friendly and helpful.

Activity

Can you think of any other tactics you could use while making and taking telephone calls in order to create a good impression?