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Pivotal Points
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Your Telephone Speaking Voice
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They say you can't judge a book by its
cover but how many of us make judgments about people just based
on their telephone speaking voice? People form opinions and make
judgments about us in the first 60 seconds they see us. People
also make judgments about us based on the way we sound on the
telephone.
Because people cannot "see" us over the telephone they will
form these opinions based not only what we say, but also on
"how" we say it. In fact the message we communicate over the
telephone is based on two qualities; (1) "What" we say (Verbal)
and (2) "How" we say it. Several studies have indicated that as
much as 87% of the opinions people form about us, when speaking
to us on the telephone, are based on the tone of our voice. Only
13% is based on the actual words we use. We all do this. People
can "hear" our personality and mannerisms through the tone of
our voice.
We live in a world of answering machines and "voice mail".
This is especially true in the business world. How many of us
find ourselves playing "telephone tag" with each other. By the
time you actually speak with the person you were trying to
contact you've left 2 or 3 messages. In those short message
exchanges, the party on the other line has already formed an
opinion about you based solely on your speaking voice. In order
that people form a good image about you here are some tips,
which can help your spoken image.
Tips when "Answering" the telephone call:
- Answer the telephone by the third ring - Answer
the telephone or make sure your answering machine picks up
the telephone by the third or fourth ring. Do not let the
telephone ring and ring. Many of us say how we "hate"
speaking into these answering machines, but at the same time
we also hate not having the option of leaving a message.
- Make sure your greeting is professional - Make
sure your greeting is short but very professional. Write
down and practice your greeting several times before you
actually record your greeting. Play it back and listen to
your own speaking voice. Is your message too fast? Is it too
slow? Make sure your greeting sounds professional and clear.
Give the caller clear instructions what to do when leaving
their message.
- Be prepared before you answer the telephone -
Have a pad of paper and pencil ready when you answer your
telephone. Be prepared to be an "active" listener and take
notes when someone calls. Especially write down the person's
name that has called so you can use their name during your
conversation with them. People "love" to hear their name.
- Be an "active" listener - Take notes as you
speak. Let the people know you are taking notes and this
will signal them not to speak too fast. Ask for the correct
spelling of their name. Don't assume their name is spelled
the same as others. It may have a unique spelling.
- Return telephone calls promptly! - To me, this is
the most professional telephone habit people should possess.
Be that person who DOES return telephone calls. Many people
DO NOT return telephone calls! I have left numerous messages
with people and companies whom DO NOT return telephone
calls. Quite often I have received a call from someone
asking to order one of my products and I spend days, even
weeks trying to contact them. I always try and return
telephone calls within 4 hours, regardless of where I am in.
People who know me know that I am prompt in returning
telephone calls.
- Check Your Messages Frequently - If you are out
of your office often as I am, check your messages several
times a day. People may be looking to contact you quickly.
It's not unusual for me to receive calls from newspapers or
magazines looking for information on a story. They are
usually on a deadline and are looking for "quick" turn
around. In my case, being a professional speaker, the call I
receive may be a speaker's bureau that is looking to check
my availability for a client today! If I do not return the
telephone call promptly, I may have lost that speaking
engagement and that potential client.
Tips when "Leaving" a telephone message:
- Do not speak too fast! - Slow down when you are
leaving a message, especially if you have an accent. I
receive many messages where I cannot even understand what
the person is saying. Even worse, I cannot write fast enough
and I find myself replaying the message several times to
record the entire message.
- Pronounce your name clearly - Announce your name
slowly and clearly, especially if your name is not a common
name. Spell your name slowly if necessary. Allow people to
get the correct spelling of your name.
- Slow down when saying your telephone number -
This is the biggest complaint I have when people leave their
telephone number. People state their telephone numbers TOO
FAST! Say the numbers slowly and place a "pause" somewhere
in the sequence of providing your number. People will
appreciate this, especially me!
- Give your company name, your title & why you are
calling - Describe to the person, in a few short
sentences who you are, which company you are with and why
you are calling. If you are requesting information, leave a
detailed but brief message.
- Let them know when to call you back - Leave a
date, time, and preferred telephone number for people. They
can't return your telephone call if you don't leave your
telephone number. Providing them with the preferred time to
call back makes it much easier for them.
- Always sound professional - Remember what I
indicated in the beginning of this article. People DO judge
you by the tone of your voice and what you say. If you come
across sounding unprofessional in your message, they may not
return your telephone call. Also, do not leave very
long-winded messages or they will stop listening.
Lenny Laskowski is an international professional speaker
and the author of the book, No Sweat Presentations -
The Painless Way to Successful Speaking and several
other publications. Lenny's products can be purchased "on-line"
from this website at:
http://www.ljlseminars.com/catalog.htm. Lenny is also
available for hire to speak to your organization, college or
association. Lenny also provides in-house seminars and
workshops. Why not contact Lenny today for your next function or
event. You can reach Lenny at 1-800-606-4855 or E-mail him at:
Sales@LJLSeminars.com.
You can also write to us at: 106 Schoolhouse Road, Newington,
CT. 06111-4002, USA.
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