The rules of communication on the phone: let’s understand in general terms

13. Peculiarities and rules of telephone communication

Modern business life is impossible to imagine without the phone. In the course of business communication you constantly have to use the phone. A telephone conversation is often the first step towards forming a partnership. On the phone you can do a lot: to negotiate, give orders, set out a request, etc. Thanks to telephone conversations the speed of solving many questions and problems increases a lot, there is no need to send letters, telegrams or travel to another institution or the city to clarify the circumstances of a case.

A telephone conversation has some advantages:

1) compared to business correspondence, it provides a continuous two-way exchange of information regardless of distance;

2) unlike face-to-face contact, when the interlocutor perceives his image directly, telephone conversation allows creating a certain image which the interlocutor perceives as a real face, and as a result of the influence of this image on the interlocutor, one can get the desired result of business telecommunication. A clear advantage of telephone communication is that the person does not see you and you are able to influence his imagination, i.e. to create a ghost image. You as if slightly deceive the interlocutor, imposing on him the most appropriate image for the topic and purpose of the conversation, thereby causing him the necessary reaction for you.

It is necessary to keep in mind that business telephone contacts always have only one of two goals:

1) to get the necessary information from the interlocutor;

2) to give the interlocutor information and, having provoked a reaction, to provoke his subsequent reactions and actions.

Consequently, it is necessary to clearly define the priority goal of the contact and create an image that will facilitate the rapid achievement of the goal. This means that it is important to accentuate the key points (words, phrases, blocks of information) which can arouse the interest of the interlocutor.

A business call should be carefully prepared just as for a business meeting. Poor preparation, the inability to highlight the main point, to present your thoughts clearly, concisely, concisely and competently can lead to significant losses of time or even the intended partner. Therefore it is necessary to remember the following rules of effective telephone communication:

1) one of the main rules of telephone contact is the appropriateness of the chosen image, character of speech, vocabulary for the situation in which the telephone contact takes place. They should fully serve to achieve the desired result;

2) it is very important to start a conversation without coercion. In order to relieve the tension arising from the call (a call is always an emotional disturbance), at the beginning of the conversation it is always recommended after greeting to name yourself (even if you expect to be recognized by your voice), to say the purpose of the call, to ask, using the words “please” and “be kind”, to invite the right person who is really able to interest in the proposal and information, asking whether the person you are talking to can now give you attention. If they call you, you should listen carefully to the introduction and try to understand at once the reason, the ultimate purpose of the call;

3) business conversation on the phone should be short, polite and only on the essence. The art of conducting telephone conversations is to briefly communicate everything that should be and get an answer. Use only complete, logically complete sentences. Speak only in clear and common words. If you are calling, it is you who should arouse the interest in the subject and in yourself as the person you are talking to. And even if at the end of the conversation was not achieved the desired effect for you, still the conversation should be formed so that to form the interest and the need to continue the communication;

4) the basis of a successful business telephone conversation is competence, tactfulness, goodwill, mastery of the techniques of the conversation, the desire to quickly and effectively solve the problem or help in solving it. It is important that the official, business telephone conversation was conducted in a calm, polite tone and evoked positive emotions. Having a friendly tone is more important than using nice words and putting them in the right order. During a business telephone conversation, create an atmosphere of mutual trust. Use predominantly positive and affirming language (“yes”, “of course”), and less often language with little doubt (“probably”, “maybe”). Try not to use negative attitudes – “no”, “we can’t”, “we won’t”;

5) try to form positive emotions, since the effectiveness of business telephone communication depends on the emotional state of the person, his mood. During a conversation you should be able to interest the interlocutor in your business. This can be done by such means as voice, tone, timbre, intonation. According to psychologists, tone, intonation can carry up to 40% of information. You just need to pay attention to these “little things” during a phone conversation. Try to speak evenly, to restrain your emotions, do not try to interrupt the interlocutor. If your interlocutor has a tendency to argue, makes harsh unfair accusations, his tone sounds conceit, then be patient and do not answer him in the same way. If possible, put the conversation on a calm tone, partially acknowledge his rightness, try to understand the motives for his behavior;

6) it is necessary to remember that the phone aggravates the defects of speech, fast or slow pronunciation of words impedes perception, given that excessive emotionality creates the preconditions for the speech vagueness. Especially watch the pronunciation of numbers, proper names, consonants. If in a conversation there are the names of cities, towns, proper names, surnames and the like, which are poorly perceived by ear, they should be pronounced in syllables or even transferred to the letters;

7) it is important to remember that a source of tension between the parties can be satiety of communication. Therefore, during a conversation it is necessary to observe a measure. Otherwise, the meaning of communication may be lost and a conflict may arise. Signs of communication satiety: the emergence and increase of unreasonable dissatisfaction with the partner, irritability, resentment, etc. It is necessary to leave contact with the partner in time to keep business relations. In addition, conducting long telephone conversations, you can get a reputation as a bore or a chatterbox. Such a reputation will undermine interest in you and your business proposals. And restoring your “good name” is much harder than making that first business contact;

8) calling a business partner or a colleague on the home phone for an official conversation can be justified only for a serious reason, no matter to whom you call: a boss or a subordinate. A well-mannered person will not call after 10 p.m., if there is no urgent need for it or if there is no prior consent to this call.

Business phone etiquette has a range of remarks to correct communication.

– Can you hear me?

– Could you repeat that?

– I’m sorry, I can’t hear you very well.

– I’m sorry, I didn’t hear what you said, etc.

As analysis shows, in a telephone conversation 30-40% take repetition of words, phrases, unnecessary pauses and extra words. Therefore, in preparation for the phone conversations necessary in advance to pick up all the materials, documents, to have on hand the necessary phone numbers, addresses of organizations or necessary persons, calendar, pen, paper, etc. Try to answer the following questions:

1) what is your main goal for the upcoming phone call;

2) whether you can do without this conversation at all;

3) whether the companion is ready to discuss the proposed topic;

4) whether you are confident in a successful outcome of the conversation;

5) what questions you should ask;

6) what questions the interlocutor can ask you;

7) what outcome of the negotiations will suit you (or not);

8) what techniques of influence on the interlocutor you can use during the conversation;

9) how you will behave if your interlocutor

a) strongly object, change to an elevated tone;

b) will not react to your arguments;

c) will show distrust to your words, information.

You should determine exactly what the purpose of the call is, what the content of the conversation should be, and your tactics for conducting it. Make a plan of the conversation, write down the questions you want to solve or the information (data) you want to get, think about the order of the questions. Clearly formulate them, so that your interlocutor could not interpret them ambiguously. Try to interest the interlocutor with your first sentence. Keep in mind the dates and numbers of documents, official materials relevant to the conversation, try to predict the counter arguments of the interlocutor and his answers to him. If you discuss several questions, then consistently finish the discussion of one question and move on to the next.

With the help of standard phrases, try to separate one question from another. For example:

– So, on this question, are we agreed?!

– May I take it that we have reached an agreement on this issue?

– As I understand you (on this issue), can we count on your support?

The conversation on each topic should end with a question that requires an unambiguous answer.

If a phone call comes in, it’s wise to pick up the phone on every call, because you never know in advance which call will bring you a profitable contract or valuable information.

It’s best to pick up the phone after the first call. If you have a visitor, say “Excuse me” to the person you’re calling, then pick up the phone. It is recommended that you pick up the phone, without waiting, during the time between the end of the first call and the beginning of the fourth call.

Sometimes you may not hear well on the phone, but that doesn’t mean you have to raise your voice. The idea that if I can’t hear well, I can’t hear well either, so I have to talk louder is a mistake. That’s why if you don’t raise your voice, ask the person you are calling to speak louder, and ask him or her how he or she hears you.

In business communication you should give up neutral responses like “Yes”, “Hello”, “I’m listening” and replace them with informative ones. On picking up the phone, you should immediately name your institution (or, on the internal phone, your structural subdivision: department, editorial office, accounting department, etc.) and your last name.

Thus, when answering the phone, you should always introduce yourself, thus creating an atmosphere of trust – better understanding of the interlocutor. People want to know who they’re talking to. Find a benevolent formula that you like (how you would like to be answered).

Don’t let your negative emotions escape. Your interlocutor is unlikely to care that you had an unpleasant conversation a few minutes before, or that you just got up on the wrong side of the bed.

If your interlocutor makes a complaint over the phone, don’t say, “It’s not my fault,” “I don’t do that,” etc. If you say so, it can have a negative impact on the reputation of your organization and will not help the client in solving his problems. So let him or her talk all the way through, tell him or her you understand, and if you are at fault, apologize; write down his or her name and phone number, order number or other details. If you promised to call him back, do so as soon as possible, even if you were unable to resolve the problem by the deadline.

There are expressions that should be avoided in telephone conversations so that you do not get a misleading impression of your firm. These include, but are not limited to, the following.

1. “I don’t know.” No other answer can undermine the credibility of your organization so quickly and thoroughly. Above all, your job is to know – that’s why you are in your position. And if you are unable to give an answer to your interlocutor, it is better to say, “Good question… Let me clarify it for you.”

2. “We won’t be able to do that.” Instead of refusing “from the doorstep,” suggest, for example, that you wait until you understand how you can be of service and try to find an alternative solution. It is always advisable to focus first on what you can do rather than the reverse.

3. “You must…” Serious mistake. No one owes you anything. The wording should be much softer: “It makes sense for you to…” or “The best thing would be…”

4. “No” uttered at the beginning of a sentence unwittingly makes the path to a positive solution more difficult. Each phrase containing a disagreement with the interlocutor should be carefully considered.

When the time comes to end the telephone conversation and say goodbye, the following rule is followed: the one who started the conversation first, i.e. the one who called, should end it. The person called should not be impatient and in every way “wrap up” the conversation. This is bad form. You begin to say goodbye, and the person speaking to you may not have learned everything or understood everything.

Saying goodbye to the interlocutor, thank him again, if he congratulated you on something or said good information. If you consider it necessary, assure the interlocutor that you are always welcome to call and meet him personally, or simply say goodbye and wish him all the best.

The importance of the phone is great. When used effectively, it becomes a critical component of the image. It is on the reception that will be given to a potential partner on the other end of the line, on how the preliminary conversation took shape, depends largely on whether it will be the last. A person’s ability to conduct a telephone conversation ultimately determines its reputation, as well as the firm it represents.

This text is an introductory excerpt.

Continued on LitRes

Read also

19. peculiarities of nonverbal communication

19 – Peculiarities of non-verbal communication When communicating, we not only listen to verbal information, but also look into each other’s eyes, perceive the timbre of voice, intonation, facial expressions, gestures. Words give us logical information, and gestures, facial expressions, voice give us this information.

22. National features of business communication

22. National peculiarities of business communication International business communication involves the need to understand and take into account the characteristics and distinctive behavior of peoples, representatives of different countries.In recent years, many businesses and organizations

Preparing a phone call

Preparing a phone call You are very lucky. You are about to see a list of questions that is as banal as it gets. What it says is so trivial that even your humble mentor often forgets about it. When preparing a phone call, it is imperative that we

Effective telecommunications in recruitment: features of telephone interviewing

Effective Telecommunications in Recruitment: Peculiarities of Telephone Interviewing Interpersonal communication occurs through three main channels: verbal, audio, and visual. In face-to-face contact, the verbal component of communication is about 10%, the audio component is up to 30%.

Types of job interviews, their features and rules of behavior during them.

Types of job interviews, their characteristics and rules of behavior during them Let’s review the main types of job interviews so you can think about your behavior in those situations that may arise, as well as the answers to the most common questions.Let’s start with

Rules of communication for the office

Communication Rules for the Office Once you’ve gotten your emotions in order and created a work-appropriate mood, a new concern comes to the fore: how to interact with jaded coworkers and a nervous boss? After all, it takes a lot to make a career.

Communication Tactics

It would be wonderful if the client as soon as he enters the store or the office would rush to the goods he likes, listen to our explanations about the model, ask a couple of leading questions and pay the check or sign the contract without delay.

34. COMMUNICATION AND ITS PECULIARITIES. MANNERS OF COMMUNICATIVE COMMUNICATION

34. COMMUNICATION AND ITS PECULIARITIES. Manners of COMMUNICATIVE COMMUNICATION Communication is: 1) the transmission of information (ideas, images, evaluations, attitudes) from person to person; 2) the interaction by which information is transmitted and received; the process of transmitting and receiving information; 3)

Peculiarities of behavior in business communication situations

Peculiarities of behavior in business communication situations

Topics for communication

Topics for communication In business etiquette it is very important to know what it is not customary to ask about, what topics should not be raised if you are just colleagues. Sometimes situations arise where people ask silly and incorrect questions. For example, about your salary. Don’t answer curtly.

Phone etiquette

Phone etiquette One of the components of business etiquette is considered to be phone etiquette. Nowadays the development of almost any business is impossible without telephone sales. Therefore, if you follow the simple rules of telephone conversations and communicate on the phone, you’ll be able to find the answers to your questions on the phone.

9.3 Styles of communication

9.3 Communication styles Communication style is a generalized indicator of psycho-type activity. Basing on this and without going deep into theory, let us indicate which psychotypes belong to this or that style. Passionate – (EF)(Politician – ESFR, Enthusiast – ESFJ, Initiator – ENFP, Mentor –

Basic rules and requirements of a phone call

The telephone call is one of the tools of business communication. In addition, the features of communication over the phone cause a number of common mistakes that reduce the effectiveness of the business contact, and impose additional requirements on its participants.

The main requirements of the culture of telephone communication are brevity (conciseness), clarity and distinctness, not only in thoughts, but also in their presentation. The conversation should be held without long pauses, unnecessary words, turns and emotions.

Your interlocutor speaking to you on the phone cannot assess what you are wearing, nor your facial expressions, nor the interior of the room where you are, nor other non-verbal aspects that help to judge the nature of communication. However, there are nonverbal stimuli that can be manipulated in telephone communication, these include: the moment chosen for the pause and its duration of silence, the intonation expressing enthusiasm and agreement. John Huger identified the most important principles of phone ethics as follows:

  • If the place you are calling to does not know you, it is appropriate on the part of the secretary to ask you to introduce yourself and find out what the reason (question) you are calling is. You should identify yourself and briefly state the reason for your call.
  • If you call the person who asked you to call back and he/she isn’t there or can’t come over, ask him/her to tell him/her that you called. Then you should call again or tell them when and where you can be reached.
  • When the conversation is going to be long, schedule it at a time when you can be sure that your conversation partner has enough time to talk.
  • Never talk with your mouth full on the phone with a business person, or at all.
  • If the phone rings, and you’re on the other line at the same time, you should try to finish the first conversation, and then talk extensively with the other person you’re talking to. Usually you have to ask the other person what the subject of the call is and who to call.

There are other rules for talking on the phone:

  • When answering the phone, be sure to give your name, title and the organization you represent;
  • Keep your voice short and clear so you can be heard and understood;
  • Listen carefully and try not to interrupt what is being said, don’t interrupt in the middle of a sentence, and don’t be impatient with the person you’re talking to;
  • Have at hand everything you need to write down important information.

The following are the most common mistakes in telephone conversations:

  • Blurring the conversation chain;
  • Deviating from the main topic and affecting the negotiation;
  • Failing to establish the most favorable time for the call;
  • An aggressive call without an apology, not prepared in advance;
  • Lack of proper intonation of speech;
  • Too fast pace of conversation (the interlocutor can be sure that you are in a hurry);
  • Monologue instead of dialogue, lack of feedback;
  • Absence of final conclusions.

The effectiveness of business telephone communication depends on the emotional state of the person, his mood.

Voice, tone, timbre, intonation to an attentive listener says a lot. According to psychologists, the tone, intonation can carry up to 40% of information.

You only need to pay attention to these “little things” during a phone conversation. Try to speak evenly, to restrain your emotions, do not try to interrupt the speech of the interlocutor.

If your interlocutor shows a tendency to argue, makes harsh unfair accusations, his tone sounds conceit, then be patient and do not answer him in the same way. If possible, put the conversation on a calm tone, partially admit his rightness, try to understand the motives for his behavior. Try to make your arguments short and clear. Your arguments should be correct in substance and competently presented in form. In a conversation, try to avoid expressions like: “go”, “good”, “okay”, “bye”, etc. In a telephone conversation it’s also better not to use specific, professional expressions that you might not understand.

Remember that the phone aggravates the speech deficiencies; fast or slow pronunciation of words makes it difficult to understand. Especially watch the pronunciation of numbers, proper names, consonants. If there are names of cities, towns, proper names, surnames, etc. that are hard to hear, they should be pronounced syllabically or even spelled.

Before calling someone, remember: prolonged exposure to telephone calls has a negative effect on the nervous system (so try to take the receiver off as soon as you hear the call), unnecessary telephone conversations disturb the working rhythm, prevent the solution of complex issues that require deep analysis, discussion in quiet conditions, i.e. they prevent those who are nearby to work.

A home phone call to a business partner, a co-worker for an official conversation can be justified only for a serious reason, no matter to whom you call – the boss or a subordinate. A well-bred person will not call after 10 p.m., if there is no urgent need for it or there is no prior consent to this call.

As analysis shows, in a telephone conversation 30-40% of repetition of words, phrases, unnecessary pauses and extra words. Therefore, the telephone conversation should be carefully prepared: in advance to pick up all the materials, documents, to have on hand the necessary phone numbers, addresses of organizations or necessary persons, calendar, pen, paper, etc.

Before you decide to dial the number, you should determine exactly the purpose of the conversation and your tactics for conducting it. Make a plan for the conversation, write down the questions you want to solve or the information (data) you want to receive, and think about the order in which you want to ask the questions. Clearly formulate them, so that your interlocutor could not interpret them ambiguously. Try to interest the interlocutor with your first sentence. Keep in mind the dates and numbers of documents, official materials relevant to the conversation, try to predict the counter arguments of the interlocutor and his answers to him. If you discuss several questions, then consistently finish the discussion of one question and move on to the next. With the help of standard phrases, try to separate one question from another.

The conversation on each topic should end with a question that requires an unambiguous answer.

When preparing for a business conversation on the phone, try to answer the following questions for yourself:

1) what is your main goal for the upcoming phone call;

2) whether you can do without this conversation at all;

3) whether the companion is ready to discuss the proposed topic;

4) whether you are confident in a successful outcome of the conversation;

5) what questions you should ask;

6) what questions the interlocutor can ask you;

7) what outcome of the negotiations will suit (or will not suit) you, him;

8) what techniques of influence on the interlocutor you can use during the conversation;

9) how you will behave if your interlocutor

  • strongly object, change to an elevated tone;
  • does not respond to your arguments;
  • Will show distrust to your words, information.

To prepare for a business call, especially long distance and international, it is better to prepare a special form in which the future conversation recorded with the projected responses.

At the end of the business call spend 3-5 minutes analyzing the content and style of the conversation. Analyze your impressions. Find vulnerabilities in the conversation. Try to understand the reason for your mistakes.

Leave a Comment