Communication - Telephones & Telephone Tag

COMMUNICATION


TELEPHONES AND TELEPHONE TAG


The greatest myth of communication is the belief that it exists.

Paraphrase people’s comments to be sure you understand.

Use the echo technique : Repeat a person’s last few words as a question.

Don’t ask questions that can be answered with a yes or no. Ask open-ended questions that require a thoughtful response.

A lack of clear, complete communication is a major time-waster. It may take a little more time, but it will save for more time than it takes. In the words of an old paradox; Why is it that you never have time to do it right, but you always have time to do it over ?

Make sure your body language is consistent with your verbal message.

Restate your thoughts in several ways to help others understand better.

Keep track of the details in your requests and conversations with others.


TELEPHONES

Analyze your phone calls to determine who should answer you telephone. The higher the organization level, the greater the risk that answering your own phone, is a timewaster.

Develop a plan for screening, delegating, and consolidating calls.

Train people to answer your telephone effectively.
-. Consider what to say,
-. How to say it,
-. Which questions to ask,
-. How to refer callers,
-. And how to take complete messages.

Have your Secretary or Assistant look up answers for your return calls.

Get through the small talk as quickly as possible. Get right to the point and stay there.

Bring calls to a prompt close. Be firm, but don’t be rude.

Tell people who call you when you prefer to receive calls or when you are most likely to be in.

Smile when you are talking on the telephone. You will convey a more positive image and get better result in less time.

Stand up when you answer your telephone and you will spend less time on your calls.

Plan your calls. Have information at hand. Make an agenda. Organize yourself before you call. Be prepared to talk. Unplanned calls take 57 percent more time.

Group outgoing calls for greater efficiency.

Tell long-winded callers that you have another call, appointment, or emergency. As a last resort, to get rid of long-winded callers, hang up …. while you are talking.

Schedule conference calls.

Record your telephone conversations. Listen to yourself and look for ways to improve.

Realize that an increasing number of people don’t return calls to anyone. Go ahead and leave a message, but don’t expect to return call. Call again.

If you’re on the phone constantly, try using a lightweight telephone headset. Advantages: hands free, no neck pain, easy to take notes, easy to move around, no echo for the caller.

Don’t pick up someone else’s phone just to be a nice guy.

About half of all business calls convey one-way information. Use fax or E-mails instead.

Use the speaker phone when you’re on hold so you can do other things while waiting. But pick up the receiver as soon as the other person comes on the line.


TELEPHONE TAG

Telephone tag can’t be eliminated, but it can be minimized.

Ask people you call frequently when they prefer to receive calls or when they are most likely to be in. Call at those times whenever possible.

Rather than leaving a message, you may want to call again.

If you must leave a message, make sure it is very complete. The better the message, the better your chances of getting a callback and response.

To get through more often, call in the early morning, call after hours, call during lunch, ask the secretary for a direct number, and ask about preferred call time.