Receptionists and PAs are selected for their superior listening skills, positive, upbeat and helpful attitudes. But they are not the only ones who communicate with clients, suppliers and staff on the telephone. All staff who have access to this powerful tool need proper


training, so says Michélle MacKenzie A


A telephone may not commonly be considered a lethal weapon. Yet in just 15 seconds a company employee could utilise this instrument to murder the credibility and professional image of your company. This is how long it takes to answer the ‘phone, and make a lasting impression on a caller. To a customer, the voice on the other end of the phone IS the company, not the expensive advertising campaign, the sophisticated website or huge PR department. A company’s reputation is only as good as the person handling the call.


Use the apparatus properly Successful use of the telephone in a business environment calls for a good understanding of it as a communication channel. Since most telephone communication still lacks the visual element present in face-to-face communication, hearing remains the principal conveyor of meaning. For this reason, effective telephone use requires greater attention to speaking clearly and listening attentively than talking to someone in the same room. Even if the person you are talking to cannot see you, they will be able to hear that you are sitting up straight, with your chin lifted, and your mouth no more than 5cm from the mouthpiece. Your voice will sound clear and confident, because you are better equipped to control your breathing this way. Of course you will also sound way better if you don’t wear your tongue ring, surf the ‘net, chew gum or drink your coffee whilst on the ‘phone too!


Manage first impressions We don’t ever get a second chance


to make a first impression - particularly on the telephone. In the business world our success is determined not so much


by what we do, as much as by how we do it. The way in which we communicate should be characterised by sensitivity and good manners, based on mutual respect. So, before you pick up that phone, take a deep breath and focus on cultivating a positive attitude towards your caller (no matter how you happen to be feeling!) Display friendliness, be enthusiastic and open minded. When you develop a personal interest in the individual at the other end of the line, you build rapport with your caller. Being willing to communicate in the caller’s own language, and being able to listen and help will meet the personal and practical needs of the person on the other end of the line. It also paints a great picture of your company.


We don’t ever get a second chance to make a first impression - particularly on the telephone.


Set the tone Create affinity with your caller by


smiling, since this will make your voice sound engaging and warm. A friendly, helpful tone indicates your willingness to answer questions.


Clear and audible enunciation


ensures the clarity of your message. When you vary your speech rate; remembering to pause and ensuring that you emphasise important information, listener comprehension is increased. Talking at a lower pitch, with the correct pronunciation, acts as your confidence index.


Control the call Take charge of a call from the outset by choosing your words carefully and


ensuring that the way you deliver them supports your meaning. Avoid making use of jargon and slang. Greet the caller warmly and and deliberately use


professionally,


positive phraseology. This encourages speakers to communicate more effectively. Be sure to react appropriately, and


take care to repeat or clarify important information. Effective communication only takes place when the listener understands the message in the same way as the speaker meant for it to be understood. Take care not to overload callers with


too much information, but keep them informed when you place them on hold or transfer their call. Reinforce any action to be taken after the call, before ending on a positive note and confidently.


Building rapport In order to get the best out of telephone communication, a comfortable,


create non-judgemental


atmosphere, where the other person feels that you have taken the time to listen because you want to be of assistance. You can build rapport by:


• •


• Sounding interested Listening attentively and reacting


appropriately • Dropping your voice slightly Not letting your attention wander


Despite the networking capabilities


provided by landlines and cell phones in the business environment, their ability to develop a company’s reputation remain only as effective as the person on the other end of the ‘phone!


Michélle MacKenzie is a training consultant for options in training. Contact her at (011) 887-8885 or michelle@optionsit.co.za


careersuccess • issue 1 9


Special Feature


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