Osceola ReVIEW - February 2009 - (Page 14) Communications News By Gwen Dukes, Director of Communications COMMUNICATION SKILLS ARE A KEY ELEMENT IN BUSINESS SUCCESS Every time the phone rings, your business is on the line, and how calls are handled will be a great determinant in your level of success. While teleconferencing and interfacing have become bywords in this high-tech world, a smile still works wonders. Your smile travels over the telephone wire and so does your attitude and energy. Try this little experiment: Without smiling, say out loud: “Good morning, this is Jack Brown speaking,” or, “Good morning, this is Jack Brown.” Now, say exactly the same thing and smile when you say it. It does sound different, doesn’t it? Personally, before I ever answer the phone, I glance at the clock or my watch and smile as I answer the call because the telephone is the most image-sensitive tool there is. If you are tired, irritated, in a hurry, inattentive, bored, breathless or half asleep, your caller will definitely get the message. Here are some helpful points to consider: • It’s not about you. very often, a caller will start talking when you answer, as though you are supposed to know who it is. Identify yourself as a courtesy to the person who called. • Return calls even if it is difficult at times. It is not the callers’ fault you have had a bad day, are on vacation, have a full schedule, are in a meeting that seemed to last forever, have a plane to catch or have a sick child at home. • You may look great, very professional, but how do you sound? Do you bark your name like a drill sergeant? Do you answer with your first and last name after your initial greeting? You should. • Be a good communicator. Have you ever listened to your voice? Does your voicemail message sound the way you would like to sound? A good communicator does not speak in monotone. Slang such as “catch you later,” “so long” or any number of professional utterances are strictly taboo. • Your basic voicemail message should never say you are away from your desk or on another line. Instead, be honest: “You have reached the voice mail of Captain Kirk.” You might then continue with, “Please leave your message, your phone number and the best time to reach you. Thank you.” • When you are the caller and leave a message, always • • • • • • say your number twice. Invariably one digit garbled or deleted will frustrate the person called. Even if you think the person you called knows your number, leave it anyway. It is very important for you to leave the time of day when you can be reached. This avoids telephone tag. When the response is received, the caller will have the information you need ready for you. Your recorded message should not be cute or cool. Please, no background music, spiritual bells or chimes and no jokes. Never leave a religious message on a business phone and avoid clichés such as, “Have a nice day.” If you are out of the office, record a voicemail message that announces the date you will be available. Don’t hang up on business. Always let the other person hang up first. No commercials, please. Your caller merely wants to leave a message. Offer another line to hear about your company. If another person answers your phone in your absence, think about how the message comes across. If you are “not in yet,” what message does that send? The fact that your day began with a 6 a.m. meeting is of no concern to the caller. The damage to your image has been done. Finally, think before you speak, even to a recording. Prepare your message in advance when making a call. You will get to the point and state your reasons for calling very successfully, and you will sound professional, with excellent communication skills. ■ President Sean Ferguson President-Elect Jose Alvarez Vice-President Veronica Malolos Secretary Andrey Bustamante Treasurer Len Goffredo Past President Hope Andrews Directors Rajia Ackley Riva Alexander Renee Clark David Courtney David DeLoach Kim Goodwin Kemp Howland John Iannone Richard Knapp Denise Sacks Tim Weisheyer Legal Counsel Danny Villazon 14 Osceola ReVIEW February 2009
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