Association Executive - November/December 2007 - (Page 12)

Avoiding 6. Telephone Turmoil By Barton Goldsmith, PhD Remember that on the telephone, 87 percent of communication is tonal. Pay attention to attitude, inf lections, and pauses. If you are rushed, grouchy or disinterested, it will come through over the phone and could result in a misunderstanding or even lost business. M any arguments have started, and some business relationships have ended, because of a misunderstanding over the telephone. These days, between cordless phones, speakerphones, and the everubiquitous cell phone, some would say that most of our communication takes place over the airwaves. Use these tips to prevent a simple phone call from becoming a complicated business issue. 1. Visualize whomever you are speaking to. Seeing a person’s face in your mind’s eye will help keep you focused. 2. Speak from your heart. Even if you have to discuss something unpleasant, it will make difficult subjects much easier to deal with. Also, smile when you are talking to a team mate; he or she will feel it. 3. Quiet your critical mind. If a member, associate, or vender calls, he or she probably isn’t looking for criticism (or an excuse to give it). Find out what the person needs or wants before jumping to conclusions. 4. Use the name of the person you are speaking to when you are talking. It will make him or her listen better and it will help you create a better connection. Also, lower vocal ranges transmit better via telephone as does slower speech. Make conversations fun. Tell a joke, a funny story. If there is a problem, encourage your member or colleague to see the bright side of things, like your long-standing business relationship and great customer service. 7. Always keep your conversation appropriate. Just like that television commercial, you never know when you are on a speaker phone or conference call. 8. Never hang up on anyone—ever. It is like a slap in the face and can cause intense damage to any relationship. If you are upset with something just say so. Acting out in that way is very unbecoming behavior and is a sure-fire way to make more trouble than you need. 9. Do not argue on the phone. Too many damaging things can be said if you are angry and not looking at someone directly. If you save your discomfort until you are face to face, you may find that it was all a misunderstanding or miscommunication. 10. If you say you are going to call later, follow through. Expecting to hear from someone and not getting a call is annoying and can make the person unresponsive to your needs the next time around. It doesn’t take much to make telephone communication a positive experience. A little forethought and a desire to make the conversation as nice as possible are all that is required. The next time you are on the phone to share some news, get a question answered, make a sale or just to connect, see it as an opportunity to create a better business relationship. Barton Goldsmith, PhD, is a keynote speaker, business consultant and nationally syndicated author. He can be contacted through his website at www.bartongoldsmith.com or by phone at 818-879-9996. 5. 12 ASSOCIAT IO N EX EC U T IV E NOVEMBER/DECEMBER 2007 http://www.bartongoldsmith.com

Table of Contents Feed for the Digital Edition of Association Executive - November/December 2007

Assocation Executive - November/December 2007 Contents From the CEO The First 5 Slides: Unlocking the Story Buried in Your Presentation What Does That Mean? Pay Attention to Non-Verbal Cues Avoiding Telephone Turmoil Turning Your Blind Spot into an Asset Inside NYSAE Book Beat Save the Dates Member News Meeting in Calgary Meeting in Delaware Meeting in Chicago Meeting in Pennsylvania Index of Advertisers

Association Executive - November/December 2007

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