Telephone communication

Communication means have changed dramatically over the years, with the introduction of modern telecommunications such as faxes and email, but still the most widely used communication tool is the telephone. The telephone is a very powerful tool, especially when used within a business environment and many people underestimate its importance and more importantly, the importance of the person using it.

When a potential client phones a company, their first impression of that company is created by the person who answers the phone. In order to ensure that the caller develops a positive image within their mind, the person answering the call must be efficient, confident and capable of inspiring confidence in the caller. It is a very big responsibility but by examining existing skills and practising new ones this challenge can be met, and the standards maintained. Telephone communication is a routine, but important, component of every practice.

As with any form of communication, when speaking on the telephone, there are certain elements which will affect the ease with which you communicate and also the understanding of the message that you are trying to get across. Comparing the use of the telephone to such methods as letter writing or face to face meetings, it is easy to see that the telephone has a lot of limitations. There is no written word to read, therefore retention of what you have said is difficult. There is no body language, just your voice to make that important impression. Using the voice correctly involves paying special attention to three areas. These are.

1. Speed
2. Clarity
3. Tone

1. Speed

Speaking too fast automatically creates barriers, and confusion. The caller will find it difficult to grasp what you are trying to say. When making outgoing calls you are prepared and [hopefully] know what the call is about. The person at the other end of the line was probably not expecting the call and almost certainly was involved in something completely unrelated at the time.When answering calls, slow down, think before you answer any queries or questions.

2. Clarity

Avoid mumbling. Speak clearly and distinctly but avoid compensating for this by shouting.

3. Tone

Speed and Clarity may be fine but this means nothing without a positive tone. No matter how bad your mood is, don't let it show in your voice. Sound friendly and cheerful, even if it is killing you.

Listen!

Another important communication skill essential while on the telephone is listening. Listening to customers is perhaps one of the most important things that anybody can do. Ask questions and then step back. Try not to prompt too much. Allow them to have their say.