Do’s and Don’ts of Effective Telephonic Skills

Introduction

“Technology gives us the facilities that lessen the barriers of time and distance - the telegraph and cable, the telephone, radio and the rest.”

Emily Greene Balch

The root of acquiring effective communication skills is through the possession of strong communication skills. Electronic communication through lines is basically termed telephone conversations. One can easily communicate by being far away by just dialing the number on the dial pad. It was Graham Bell who invented this device in 1876 in order to ease the people. The term “telephone” arises from two Greek words, ‘far’ and ‘sound’. 

Ancient days incorporated a single kind of telephone device where, now, in the modern era, there are lump sum varieties of telephones available in the market with different shapes and sizes. Nowadays people use this ancient invention as a showcase in their house by having a customized shape and size for portrayal purposes. Since it is an effective communication tool, the demand for the telephone is rising with time. 

Essential Telephone skills

“You should not be a slave to your telephone. The technology is there to serve you, not the other way round. “

Martin Cooper

Incorporating a talent for effective telephonic skills is easy. There are certain things to be remembered while having an effective telephonic conversation. It is a great skill to attract business deals, talk to our dear ones, inquiry purpose etcetera. It is important to be acquainted with few essential telephonic skills. Firstly, talk in a tone that portrays positivity and optimism. Avoid talking in a pessimistic way and be clear in delivering your message over the phone call.

In case of business deals, controlling conversations is important. Set a target or a goal before talking over the call. Depending upon the way you talk, the business deal can take a good shape or just be a closure. Words said, right before the call just ends, are usually remembered, therefore, your last impression shall be immaculate to move further in the call process and this can only happen if you hang up in a proper way.

Quite possible, there can be a situation where you have to handle tough questions. However, in that case, act smart and stay cool while answering. Human mind cannot know all answers, therefore talk in a way that it leaves a good impression. During a sales call or a business call, avoid talking in noisy areas, instead keep a room free to commence a good talk. Barriers in communication usually disturb the clients and frustrates him. In return, the client is not so willing to do a deal.

Also, it is advised to leave a voicemail, if you are not able to attend a call. This action gives a feeling of responsibility and lets the caller know that his effort has not gone in vain. Understand, acknowledgment is important. One must also imbibe the concept of teleconferencing in the company. It is certainly a way of exchanging messages and involving a number of people through telephone communication systems. It is a different concept than videoconferencing as it involves the aspect of audio only. 

Things to avoid

“The telephone is the greatest nuisance among conveniences and the greatest convenience among nuisances.”

Robert Staughton Lynd

Being on the phone constantly is a daily life activity and countenance to this effort of making calls goes unrealized as it is such a familiar concept. However, there are things to keep in mind before starting a conversation on the phone. Indeed, the concept of speakerphone is used in desperate times, it is still advised to avoid using speakerphones as it lowers the sound quality, and the voice is heard from a certain distance which might not sound pleasing to the one hearing it.

The voice of chewing a gum can cause irritability to the one who is on the receiving end. Companies should ban chewing gums for the employees in the organizations as it does not give a good impression at all. Thirdly, be prone to fewer distractions, and make calls in a room that is noise-free. Focus on the conversation happening on the phone rather than get distracted by the surroundings. Renowned business organizations incorporate a scripted conversation for a few minimal seconds to prove their validity and authenticity. This in turn gives a professional outlook, therefore avoid using varied voices and keep one consistent voice, making it instant or scripted.

It is also advised to not whisper during a call, conducting a telephonic conversation is not an offence that requires any kind of hideous talent. Whispering over the call can lead to unpleasant conversations. Naturally raising your voice or raising a point in conversations is appreciated, whereas unnecessarily raising your voice gives a rude impression and makes the other person feel too low. However, best deals are done by keeping balance in your tone.

Picking or answering the call anonymously can be a turn off. Therefore, follow a chronological series of gestures while answering the call as it helps in building the relations and keep a healthy relation. Last but not the least, try not to hang up the call instantly or accidentally, your unintentional mistake can prove to be a blunder in someone's eyes.

Conclusion 

Withstanding all the facts, conversation in a natural way is the best. Keeping a balance with the pace and tone helps in effective deliverance and receiving of the message. Using telephones that have features like proper sound quality and High-performance microphones, it is a plus in making good deals. Providing best customer service is the only way to reach the hearts of the people as satisfying customers for any business is not a child’s play.  The importance of telephone skills will evolve with time and eventually has become an essential element in our life.

Reference Links

1. Emily Greene Balch Quotes. (n.d.). BrainyQuote. [online] Available at: https://www.brainyquote.com/quotes/emily_greene_balch_323810.
2. BrainyQuote. (n.d.). Martin Cooper Quotes. [online] Available at: https://www.brainyquote.com/quotes/martin_cooper_1047461
3. Kumbhar, V. (2018). Maha Govt allows inspection of files under RTI , here are some guidelines for officers and citizens. [online] India, Maharashtra, vijay kumbhar, News, Governance, RTI, Transparency, Civic Issues, Real Estate. Available at: https://vijaykumbhar.blogspot.com/2018/12
4. www.goodreads.com. (n.d.). A quote by Robert Staughton Lynd. [online] Available at: https://www.goodreads.com/quotes/291959-the-telephone-is-the-greatest-nuisance-among-conveniences-the-greatest
5. Gandi News. (n.d.). 11 tips to help you manage the crisis for your small business. [online] Available at: https://news.gandi.net/en/2020/09/11-tips-to-help-you-manage-the-crisis-for-your-small-business.