Telephone Communication Skills

Examples of good and bad telephone communication skills

by Joshua Uebergang

The telephone is a different medium to traditional face-to-face communication. What does this mean to you? Rules change and tips can be adapted from normal face-to-face communication to help you build your relationship.

What does not change is the fundamental human psychology within the two people at both ends of the phone line. Because of this, you will see how these golden rule of phone skills I am about to share with you can be adapted to your everyday conversations.

The absolute golden rule over the phone is you must ensure the person you are talking to over the phone is receptive to what you are saying. No matter what you say or how you say it will matter if the person is not receptive. If the person had his or her family taken away by little green Martians or a young child is howling louder than a wolf, the person will not be receptive to what you say. Your messages will go no further than out the other end of the phone and not reach the person’s mind.

It is a good habit to always ask upfront if the person has time to talk. After the greetings, simply say, “Do you have time to talk?” Saying this makes you courteous and unobtrusive on the person’s space. When we do not have the time to talk, the only thoughts we have in our mind are wondering “How long will it be until this damn person shuts up because I’ve got things to do!” When someone is rushing there is no room for them to love you.

The first type of this rule ensured the person is receptive at the start of the call and the second rule will make sure the person is receptive during the conversation. While talking on the phone, interruptions arise. Some can be undetectable to the other person yet others can be heard over the phone.

When you hear a baby howling, a door bell ring, or a loud bang for example, don’t ignore it! Say what sound you heard and ask if the person needs to attend it. The empathy you communicate through acknowledging potential interruptions will make the person see you in a more favourable light and ensure the person is tuned in to what you say.

Follow this golden rule of telephone communication skills and you’ll be on your to having better relationships.

Other Resources

WikiHow Phone Skills – http://www.wikihow.com/Category:Phone-Skills

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