You make telephone calls every day: you pick up the receiver, dial the number and talk. And your conversation partner cannot see you, and so you talk while you tidy up your office or peel your apple. Your conversation partner won’t notice a thing, or will he? Mistake! According to telephone trainers what our conversation partner thinks about us depends, in particular, on non-verbal communication.
Starting well is half the challenge
The start of a telephone conversation is extremely important because a positive first impression sets the correct tone. Your greeting must be short and fluent. The person telephoning you must quickly be given the opportunity to say something. Call your conversation partner by name, as this creates a bond. Also show that his/her problems are important for you. This is the basis for a good atmosphere and consequently a successful conversation – and this is not just over the telephone.
Listen to what the other person has to say
Listen properly and actively to the other person. Allow him/her to finish speaking and take notes if there are questions. Indicate that you really want to help by saying that you will personally make sure that the problem is resolved. Avoid words such as ‘perhaps’ and ‘probably’, as you want to come over as being more credible.
Your most important instrument – your voice
Your voice is extremely important, as it reflects your emotions. To use the correct tone, you can, for example, talk as you would with somebody sitting opposite you. Sit up straight in your seat and smile. Gestures can also help you – even if the other person at the other end of the line cannot see them.
Before you call somebody, you must be quite clear in your own mind what you want to achieve. Why are you telephoning this person? Do you want to make an agreement or negotiate something? What do you want to make known during the conversation? Make a list to avoid forgetting anything (names, deadlines, statistics).
Course Duration: 60 Days
Teaching Hours: 2 Hrs Daily (Monday to Saturday)