Telephone etiquette or basic rules of behavior during a telephone conversation: list, phrases. How to properly introduce yourself over the phone when making an outgoing call to a company, office, or home call? How to answer phone calls correctly in the office and at home? Not sl

Many residents of megacities prefer to exchange information by telephone, and interference or lack of sound can become a serious obstacle to communication. The most common complaints about the quality of communication are echoes or the fact that during a conversation it is difficult to hear the interlocutor. Recommendations from specialists will help you understand the reasons why you can’t hear the caller on your phone and contact a technician in time for repairs.

You can’t hear your interlocutor on the phone well or at all

It’s hard to find a person who hasn’t at least once found himself in a situation where you can’t hear your interlocutor on the phone. Sometimes this is the result of a misunderstanding when the caller accidentally pressed the microphone mute button or turned the volume down to minimum. However, more often the voice on the phone is not heard for other reasons related to the breakdown of certain parts. First, check your audio settings. If everything is in order, call back to any other number: perhaps the interlocutor cannot be heard due to problems with his smartphone.

Echo when talking on a mobile phone

Sometimes smartphone owners complain about the echo on the phone: when talking, they hear not only the interlocutor, but also themselves. The repetition of phrases may be more or less clear, but in any case it interferes with the conversation and is very annoying. Should you immediately take your phone for repair if you hear an echo? Experts believe that this is not at all necessary. First, you need to observe how often and under what circumstances you begin to hear your own voice when calling.

It is worth considering the need to contact a specialist if you have recently dropped your device on a hard surface or hit it hard on the edge of a table or other object. You should also be wary if the problem occurs constantly or you very often hear an echo while talking on the phone.

Possible causes of device malfunction

Service center employees know many possible reasons why you may not be able to hear your interlocutor on the phone or an echo may appear.

Most often, poor hearing or complete absence of sound is caused by:

• clogging of sound passages with dust;
• burning of the speaker coil;
• wire break in the coil;
• broken loop contact;
• problems with the microcircuit responsible for sound.

In all these cases, it is necessary to disassemble the smartphone and clean it, repair or replace individual parts. At the service center, selecting spare parts for a specific phone model will not be difficult, because the technicians have established contacts with suppliers. In some cases, instead of repairing, you can replace individual parts on the board, but the effect may be short-lived.

Cell phone echo occurs for two reasons. In the first case, the cellular operator’s equipment is to blame; in the second, the problem lies in the device itself. If the seal between the speaker and the corresponding hole in the housing is broken, sound may enter the microphone. Sometimes the appearance of an echo is caused by the use of a case that does not fit tightly to the body. The resulting air cushion transmits the sound signal to the microphone, and you hear your voice.

If there is interference, it is recommended to temporarily remove the case and try to make a call without it. If the echo disappears, it is enough to purchase a new case to replace the worn one. Is the problem still there? Then the technician should disassemble the case and reassemble it, checking for leaks. Installing a thin layer of sealant often helps.

What to do if you have difficulty hearing or echo on your phone

Many people are interested in the question of how to remove echo from their phone. In some cases, you will have to contact a technician, and in others, you will have to contact your cellular operator. If you encounter a problem like this, first determine the cause. Try making a call from a SIM card of another operator or calling a city landline. If the problem goes away, there is most likely nothing wrong with your smartphone. It’s not the mobile phone’s fault if the echo only appears during conversations in certain areas of the city. If the reason is the operator, you can contact him with a complaint about poor communication quality in a certain area.

If your location does not affect audibility, but the echo still becomes an obstacle when talking on a mobile phone, take the device to a service center. It will be easier for professionals to determine the cause of the breakdown and eliminate extraneous noise.

Phone repair - speaker is faulty

In most cases, the interlocutor cannot hear you because the speaker of your mobile phone is broken. It is most convenient to repair phone speakers at a service center: independent attempts can lead to new malfunctions, in addition, it is very difficult to find the necessary spare parts for your model. If you need to repair your phone's speakers, the price of the repairman's work (taking into account the cost of spare parts) will not be too high. Therefore, you should not endure the inconveniences associated with poor communication quality: in a good workshop, the malfunction can be fixed on the same day of your call.

In the modern world, the telephone has become such a common means of communication that many people do not even think about whether they are using it correctly for business communication. Phone call is a method of communication that allows you to resolve many issues as quickly as possible, without requiring a personal meeting between the interlocutors. Proper use of the telephone allows you to achieve a favorable microclimate both between employees within the company and in negotiations with clients. From this article you will learn how to communicate with a client on the phone, what are the rules for business negotiations over the phone and how to achieve maximum efficiency from the very first call to the company.

1. Greeting the interlocutor

So, the long-awaited phone call came. There is no need to immediately rush to the phone, as this may create the impression that there is nothing else to do at the company other than answer calls. It is customary to wait 2-3 rings, but you shouldn’t delay answering either, otherwise the caller will start to get nervous and the effectiveness of the upcoming communication will sharply decrease.

When you pick up the phone, you need to greet the interlocutor. Many organizations use this greeting scheme:

Depending on the time the call comes in, they say: “Good morning!”, “Good afternoon!”, “Good evening!”;
- next, pronounce the name of the organization;
- and then introduce themselves, saying their name (sometimes also their position).

This type of beginning of a telephone conversation helps the caller get maximum information in just a few seconds. A person hearing such a greeting will feel more comfortable, which will affect the effectiveness of the conversation. It is always a pleasure to deal with competent and educated people. From a psychological point of view, such a greeting scheme allows the interlocutor to get comfortable and feel psychologically safe.

2. While talking, smile

The interlocutor cannot see what you are doing, so the slightest irritation or hostility will be immediately felt by ear. When communicating on the phone, almost 90% of the information a person perceives is due to the intonation with which you conduct the conversation. The remaining 10% convey the meaning of the conversation directly in words.

When speaking, do not take a reclining position on a chair, this will immediately affect the timbre of your voice. By doing so, you will only aggravate the situation by showing your disrespect and indifference to the caller. With a smile and interest in your voice, you will not only endear yourself to your interlocutor, but also create a favorable impression of your entire company as a whole.

3. Respect your interlocutor

If a long conversation is expected, ask if the person is comfortable talking now. If necessary, offer to reschedule the conversation for a more convenient time. Communicating on the phone is a kind of stress for some people, since he does not see the second participant in the conversation and cannot accurately assess his attitude towards himself. He only focuses on your voice and intonation.

4. Don't be distracted by extraneous topics

During a business conversation, do not jump to abstract topics. Leave questions about the weather, the war in Iraq, and the solar eclipse for conversations with your friends and family. State your thoughts briefly and to the point. By doing this you show your interlocutor your professionalism and business spirit.

5. Typical phrases.

Don't use phrases like: “Is it bothering you...”, “It’s okay if I disturb you...”, “Wait a minute!”. With such phrases, you provoke your interlocutor to really start to get nervous and worried. Try to explain to the person why he must wait some time before you can give him an answer to his question. After that, politely thank them for waiting and continue the conversation.

6. Ask clarifying questions

After listening carefully to the client, do not hesitate to ask clarifying questions. You must make sure that you understand your interlocutor correctly. It is a mistake to think that by asking again, a person shows his incompetence and unprofessionalism. On the contrary, by asking counter questions, you let the person know that you listened to him carefully and do not want to miss important details.

7. Don't interrupt your interlocutor

Even if you are sure that your interlocutor has become distracted from the topic and started taking the conversation in the wrong direction, do not interrupt him under any circumstances. Let the person finish, and then politely remind him of the essence of your conversation.

8. Don't put the phone on the table while talking

If you need to interrupt a conversation, the best way to do this is to use the special “Hold” or “Mute” function. Now almost every telephone is equipped with such buttons. This is necessary in order not to confuse the caller with extraneous conversations. In addition, he may hear unnecessary information that he should not know.

When using the hold function when talking on the phone, it is worth remembering that it should take less than one minute. If you know in advance that you need more time to resolve the issue, for example, go to the next office or make a parallel call, it would be best to offer to reschedule the conversation. Politely explain to the person that you will contact him as soon as you receive the information you need.

9. Don't hang up immediately

If your company receives a call from someone who needs to contact a specific employee, but that employee is not at work, do not hang up immediately. Report that the person he is interested in is currently absent. Be sure to offer your help. You may be able to help resolve a number of issues. But when a client categorically refuses your help, ask him to leave contact information or information that you can pass on to your colleague when he returns.

10. Don't switch to parallel calls

While talking on the phone, do not be distracted by other calls. First you need to end the current conversation, and only then move on to the next one. Jumping from one call to another will only show your disorganization and inability to prioritize.

11. Don't do other things

Many people think that if the interlocutor does not see them, then they can combine several things at the same time. For example, drinking coffee or finishing a sandwich. This is unacceptable and will definitely be noticed by your interlocutor. The sounds of chewing food or sipping a cigarette are always clearly audible during a telephone conversation, and it is extremely unpleasant to listen to.

12. Say goodbye to your interlocutor

Most people, when finishing a telephone conversation, simply hang up without saying goodbye. This is absolutely inappropriate, especially during business communication over the phone. Before ending the conversation, ask if there is anything else you can do to help. And only after a negative answer, hang up and say: “Goodbye!” It is important that the conversation ends on a positive note.

Telephone etiquette rules not taken out of thin air. This is the result of numerous psychological studies, practical experience and analysis of many telephone conversations.

70% of business communications are carried out over the phone, which means that the success of the entire business depends on compliance with the rules of business telephone communication etiquette. Of course, interlocutors are different. The best thing to do in any situation is to maintain your own style as a polite person who is armed with the rules of etiquette for any occasion.

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Personnel Management

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Business Etiquette

• Business Etiquette
• Positions of the interlocutors at the negotiating table

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Telephone etiquette: rules and regulations

Let's consider the norms of telephone etiquette, which are followed today by progressive companies that care about their image. If you strive to look like a professional in the eyes of your partners and clients, then compliance with the laws set out below is simply mandatory for you.

The norm is to observe telephone etiquette by every employee of the organization who:

answers incoming calls;

makes telephone calls on behalf of the company;

to which the client's call can be forwarded.

1. Watch the intonation of your voice

When communicating, people convey information to each other using three channels: “body language” (55%), intonation (38%) and words (7%). On the phone, we also convey to the interlocutor the meaning of our message using several channels, only in this In this case, the law of information transfer looks different. Firstly, “sign language” seems to disappear, since the interlocutor does not see us, and the remaining two channels (intonation and words) of information transmission divide 100% of the meaning of our message as follows:

• Intonation - 86%;
• Words - 14%.

Your voice conveys information to your interlocutor about what kind of person you are. With your voice you not only influence perception, but often also create the mood of your interlocutor. When communicating on the phone, smile, be full of energy and enthusiasm. A smile and a positive attitude are heard in the intonation.

Don't slump in your chair or put your feet on the table while talking on the phone. When a person lies or half-sits, the angle of the diaphragm changes and the timbre of his voice changes. Therefore, the interlocutor, even without seeing you, will “hear” that you are lying down. And this is unacceptable, because the voice of a person in this position seems disinterested and complete indifference.

2. Greet the caller

If you pick up the phone while answering an outside call, then immediately say hello to the person who called. The greeting, of course, changes depending on the time of day, it could be “Good morning (good afternoon or good evening).”

By greeting the caller, you show that his call is important to you and you are glad to see him (if this is not the case, then he should not know about it).

Don’t be like the “telephone dinosaurs” who, when they pick up the phone, say:

3. Introduce yourself over the phone

After greeting the caller, introduce yourself and name your organization. When receiving external calls, two approaches are used, the so-called “minimum” and “maximum”:

Minimum approach: Greeting + name of the organization. This is what it sounds like: “Good afternoon, publishing house “Fortochka!”

“Maximum” approach: “minimum” + the name of the person who answered the phone. This is what it sounds like: “Good afternoon, Fortochka publishing house, Marina is listening!”

Which approach to choose and use is up to you to decide. Following any of these will show callers that you and your organization are professionals.

I remember I once called one company, and they answered: “Hello.” I ask: “Tell me, is this company ABC?”, and the answer is: “Who are you?” I say: “Maybe I’m your potential client,” to which they assured me: “Our clients know us!”... and hung up.

4. Answer incoming calls after the 2nd, maximum after the 3rd ring

This is one of the laws that telephone operators, company secretaries, hotline workers and other “telephone” personnel are literally “trained” to implement. And that's why.

If we pick up the phone after the first call, then the person who called gets the impression that we have nothing to do, and we were bored waiting for someone to finally call us.

Don't pick up the phone after the first ring; the few seconds you have left will allow you to take your mind off what you were doing and focus on the phone call.

If you allow the phone to ring 4, 5 or more times, then, firstly, the caller will begin to get nervous (it has been proven that people very quickly lose patience while waiting for an answer on the phone), and secondly, he will form a very “definite” opinion about our interest in him and in clients in general. Subsequently, he will no longer believe in our ability to quickly respond to his needs and problems.

5. When you call, do not say “are you concerned about...” or “are you concerned about...”

This is something like a national disease. I suspect that this comes from an excessive desire to appear polite and from a lack of self-confidence. By telling a person that you are disturbing (bothering) him, you are forming in him a certain - undesirable - attitude towards himself and his call.

You are forcing him to be wary, and you yourself are asking him to treat your call as an unwanted distraction from business. Why create trouble for yourself and tell your interlocutor, “I disturbed you, disturbed your comfort and now I will pester you with my questions”?

Just say: “Good morning (Hello), Marina (Marina Shestakova) from the publishing house “Fortochka” is calling you.

6. When you call, ask if the client can speak with you.

Each person has his own to-do list, scheduled appointments, meetings, etc. In other words, when we called him, the likelihood that we pulled him away from his work is very high. This is especially true for calls to a mobile phone; our interlocutor can be anywhere and be busy with anything.

After introducing yourself, do not get straight to the point, first ask if the interlocutor can talk to you. By asking this question, we show the interlocutor that we are well-mannered and that we value his time. Thus, we position ourselves as a professional in his eyes and inspire respect for ourselves.

Introduce yourself + ask about the opportunity to spend time + state the purpose of the call.

Introduce yourself + state the purpose of the call + ask about the opportunity to spend time.

7. Get to the point of your call as quickly as possible.

After introducing yourself and asking for time to chat, don't waste time with pointless rhetoric and pointless questions like:

So, how do you like this heat in the city?

What do you think about our Prime Minister's statement today?

Did you see on the news yesterday...?

Have you heard the latest news about Iraq?

When communicating on the phone, business people tend to be brief and stay on topic. Don't annoy them by talking about this and that, tell them the purpose of your call and start a business conversation.

It is worth adding that the exception to this rule is when communicating by phone with clients with whom over the years of working together you have developed warm, friendly or even friendly relations.

8. Using the “hold” function

Almost every phone has a “hold” function, but it is designated differently, depending on the manufacturer of the device.

This function allows, if necessary, to “suspend” the interlocutor on the line without disconnecting the connection. It is used every time during a conversation you need to put down the phone and isolate the interlocutor from what is happening in your room (from conversations, discussions, jokes, anecdotes of your colleagues). For example, in order to:

go to the next office for the information necessary for the interlocutor;

print the required document;

call the right person on the phone;

check something with a colleague.

By pressing the corresponding button on your phone and activating “hold”, you do not give the other person the opportunity to hear what is happening in your room. If the telephone set is connected to a telephone exchange, then during the “hold” it plays the programmed melody to your interlocutor.

There are several rules related to placing and removing an interlocutor from “hold”:

When setting up, ask if the interlocutor can wait, and explain the reason for the need to wait.

For example: “Can you wait because I need to contact accounting to answer your question?”

When withdrawing, thank the interlocutor for waiting. This step helps to dissipate the tension and nervousness that arises in anyone who is expecting. We also show the person that he is important to us and we are grateful to him for not hanging up.

If you know you'll have to wait more than one minute, don't put it on hold. Tell him that you will call him back after clarifying the information he is interested in. When waiting on the phone, even one minute seems like several, don’t give your interlocutor an extra reason to be nervous and angry.

9. If you ask a person who is absent

Do not “cut off” the caller by simply stating the fact that the person he needs is at the exhibition (on vacation, will return at the end of the week) and do not immediately hang up.

After reporting the absence of the right person, make two attempts to keep the caller. Offer your help. For example: “Is there anything I can help you with?” or, “Can someone else help you?”

If the person who called does not agree to the help offered, then ask to leave a message.

It sounds like this:

What should I tell (the absent colleague)? Who called?

Let me leave (an absent colleague) a message saying you called. Introduce youreself.

10. When ending a conversation, say goodbye to your interlocutor

Notice how many people, when finishing a conversation, simply hang up without even saying goodbye.

How many times has this happened to me: you call an organization and ask the person who answers the phone a question, for example: “Tell me, are you working on Saturday?” The answer is “Yes” or “No”, and the conversation ends. One day I finally called back and asked: “Why are you hanging up, I still have a question for you?” The answer was simply brilliant: “We need to speak faster!”

In a situation similar to the one described above, before saying goodbye to the caller, ask: “Can I answer any more questions?”, and only after receiving a negative answer, end the conversation. Before hanging up, say goodbye to the person, tell him everything just a simple: “Goodbye.”

11. Adapt to the speed of your interlocutor’s speech

If a person speaks slowly, this indicates that his thinking process proceeds at the same speed. This means that he carefully evaluates every word he hears and pronounces and carefully weighs the information received before making a final decision. When communicating with such people, slow down the pace of your speech slightly. Don't fool yourself into thinking that the faster you speak, the faster your interlocutors will think. Quite the contrary, if they cannot keep up with the pace of your speech, they will lose the train of your thoughts and become completely confused.

A person who speaks quickly or very quickly grasps thoughts on the fly and makes decisions without much thought, perhaps even hastily. He is irritated by slowness and leisure, he is impatient and craves action. Speed ​​up your speech when talking to these people.

Change the pace of your speech, just don’t cross the line beyond which a parody begins.

12. Do not chew, drink or smoke while talking on the phone.

If you think that by performing the actions listed above, you will hide them from your telephone interlocutor, then you are mistaken. Many times I have spoken with people who thought they had disguised chewing or smoking without even realizing how unpleasant it sounded over the phone.

One day I called a client, from whose answer it became clear to me that he was chewing. I tell him: “Bon appetit,” and he answers me: “Did you hear that?”

Put your chewing gum (cutlet, cigarette) aside.

13. Don’t apologize to your interlocutor for taking up his time.

This recommendation also applies to meetings. If you think that you have distracted your interlocutor from important matters or that you have taken away his valuable time, then do not tell him about it out loud. Having said “sorry, our meeting (conversation) has been delayed, I probably took your time,” you yourself will lead him to think that:

he lost his time communicating with you;

your time is worthless;

you are not confident in yourself;

you feel guilty.

Instead of apologizing, you can thank the other person:

Thank you for finding the opportunity to meet (talk) with me.

I understand how busy you are, thank you for the time allocated for our meeting.

You show that you value him and his time, but you don't make yourself look like a "guilty supplicant."

14. Using a speakerphone (speakerphone)

Do not use speakerphone unless absolutely necessary and without warning and consent of the interlocutor. With today's technology, the client will hear the difference between communicating with you through a handset and using a “speakerphone.” Hearing that you are talking to him using a speakerphone, the client will almost immediately feel discomfort and become wary. In addition, he will draw two conclusions:

Someone is listening to us.

15. Communication with secretaries

If your job involves making calls to organizations, this means that you periodically communicate with the secretaries of these organizations. Today, secretarial positions are occupied by educated and qualified people who are the “face of the company” and optimize the work of their superiors. Their opinions are listened to and they are valued quite highly as “frontline workers.”

Don't insult, humiliate or underestimate them. These people often have a lot of power. They can become either your supporters or enemies, it all depends on you. Show them respect and deference, and they will return the favor.

Treat them the same way you treat your clients. Secretaries are also your clients, they influence the opinion of their management about you, your company and your product. If desired, they can present your call (fax, letter) as “another prank of an annoying idiot from a stupid company.” They can make sure that your letters, faxes and emails "do not reach" the recipient. Considering this...

Build relationships with them. It doesn’t matter whether you do this with bouquets, chocolates or through your respectful attitude. Remember one thing: by winning the secretary's favor, you gain a supporter in the client's organization. In addition, no one knows which direction and in which company this person will become a manager tomorrow.

How to speak on the phone correctly during business communication.

• Business communication cannot be imagined without telephone conversations. Partners, officials, clients clarify most of the issues using the phone. The same situation applies to business contacts.
• How can you use the capabilities of telephone communication effectively and competently, so that you don’t waste precious time in vain and increase your business contacts? Knowledge of telephone etiquette will help create the image of a person who knows the specifics of his work in a business environment.

Telephone etiquette or basic rules of behavior during telephone conversations: list

If your line of work calls on behalf of a company or organization that receives incoming calls or forwards customer calls to other persons, then you definitely need to familiarize yourself with the basic rules of telephone etiquette. This will help you establish yourself in a professional environment as a competent specialist, as well as among clients.

The norms of telephone etiquette dictate their terms to modern companies that systematically take care of their reputation. Knowing telephone etiquette is one of them.

Which of the company employees should know by heart and put into practice the rules of telephone etiquette:

• someone who receives incoming calls
• someone who, by occupation, calls on behalf of an organization
• who receives customer calls forwarded to him

What does it mean to adhere to the rules of telephone etiquette:

• When talking on the phone, it is important to maintain an even intonation of your own voice and not give free rein to your emotions. Since during a telephone conversation one of the three channels that allow people to communicate is activated (they include “body language,” intonation and words), the interlocutor, deprived of one of the channels, begins to perceive the meaning of the message in a somewhat abbreviated form.
• The meaning of what was said over the phone is conveyed as follows: the absence of “gesture language” leads to the fact that the remaining two channels (intonation and words) account for 100% of the meaning of what was said, more precisely, 86% is allocated to intonation, and only 14% to words.
• The interlocutor's voice conveys the emotional tone of the message. The interlocutor forms his own impression of who called him. Therefore, by communicating any information to your interlocutor over the phone, you can not only influence the initial perception of it, but you can also create the mood of your interlocutor.

Try to convey your energy and enthusiasm with your intonation.

• A smile during telephone conversations is also necessary. You should not think that, deprived of the opportunity to see you, the interlocutor will be able to pick up the confidential notes and positive attitude you need in the absence of a smile. Try to convey your enthusiasm through intonation.
• When talking on the phone, do not lie back on your chair, do not stretch your legs on the table. In a semi-lying or semi-sitting position, the angle of the diaphragm shifts, which changes the timbre of the voice. At the other end of the line they will definitely guess that at this moment you are lying down. The only thing you can convey to a client or employee of another organization with a phone call in this manner is your disinterest and complete indifference.
• When answering a phone call, do not forget to greet the caller. However, for different times of the day, use the appropriate greeting: “Good morning! Good afternoon Good evening!".
• By greeting the person who dialed your organization's phone number, you show how important this call is to you and that the conversation brings you joy, regardless of what information you hear. But even if your personal attitude towards the person from whom you need to find out some information over the phone has a negative connotation, then those on the other end of the line should not guess about it.

Don't let your emotions run wild during a phone conversation

There is a category of people who, when picking up the phone, invariably and without any intonation say “Hello!”, “Yes!”, “Listen!”, “Company (name)!”, “At the machine!” You should not be like such “telephone dinosaurs”, because after such a “greeting” the caller is unlikely to express a desire to continue the conversation. Most likely, he will also dryly provide the necessary information and end the conversation.

A telephone conversation after the greeting includes the name of the organization. When receiving external calls, do not forget to fully name the company or institution where you work.

There are two options for official greetings, which are carried out over the telephone:

Option 1: with a minimal approach.

The person receiving the call greets the caller and names the organization. An example of such a greeting: “Good evening! Editorial board of the magazine "Rocket".

Option 2: with the maximum approach.

This option includes a greeting, the name of the organization, and the name of the person answering the call. An example of such a greeting: “Good morning! The editors of the magazine “Raketa”, Nadezhda Viktorovna is listening!”

Whichever option you like best, use it. Both options help make the person answering the phone seem professional. The caller will have the same opinion regarding the organization.

Answer an incoming call after the 2nd or 3rd ring

• One of the main laws of business telephone communication is that you need to answer an incoming call after the 2nd or 3rd ring. “Telephone” personnel whose duties include answering telephone calls (telephone operators, company secretaries, hotline workers) learn this rule as the most important thing.
• Why is it not recommended to pick up the phone after the first call? Everything is explained very simply: the caller may think that the employee of the organization was bored before, not knowing what to do, while waiting for the next call. In the few seconds that you have before the second or third call, you will be distracted from what you were doing before and completely focus on the incoming call.
• Answering incoming calls after the 4th or even 5th call is not recommended for the simple reason that the caller may lose patience while waiting for an answer on the phone. For this short period Over time, the caller will have time to form a “definite” opinion regarding the company’s interest in clients and the ability to quickly respond to their needs and problems.

It is not recommended to answer incoming messages after the 4th or even 5th call

Who should introduce themselves first over the phone?

• After dialing the phone number you need, do not repeat the mistakes of those who begin the conversation with the phrase: “You are being bothered by (name of organization)” or “You are being bothered about an issue.” This is how insecure people or those who want to appear polite start a telephone conversation. Why are these phrases unsuccessful? If you “disturb (bother)” the person on the other end of the line, then from the first minutes of the conversation he will develop a negative attitude towards the caller and the call itself.
• This will automatically cause a feeling of anxiety, and you are thereby giving yourself a reason to treat your call as unwanted, which only distracts you from important matters.
• Do not create uncomfortable moments for yourself and the interlocutor with phrases that sound like “I have to disturb you and disturb your comfort because I need to clarify some issues.”

What phrase to start a conversation with? Say hello and introduce yourself. For example, it might sound like this: “Good afternoon! Gennady Pavlovich is calling you from the printing house.”

Who should introduce themselves first over the phone?

Video: Business telephone etiquette

How to properly introduce yourself over the phone when making an outgoing call to a company, office, or home call?

• When making an outgoing call, be sure to ask if your interlocutor can talk to you. After all, he can have his own to-do list or plan meetings and meetings. Most likely, before picking up the phone he was busy with something and you tore him away from this activity. Keep this in mind when making a call to a mobile phone.
• After you've introduced yourself, don't immediately jump into the question that prompted you to call him. Find out whether the interlocutor has time to listen to you and only if the answer is positive, move on to business. This way you will show that you value his time and position yourself in the eyes of your interlocutor as a professional. This cannot but inspire respect for you and the organization you represent.

Option 1: First of all, introduce yourself. After this, ask the other person if he has time to listen to you, while stating the purpose of the call.

Option 2: Introduce yourself, state the purpose of the call, and only after that ask if the interlocutor will be able to devote time to you.

How to greet a client over the phone during a business conversation?

If you are not the initiator of the conversation:

• “Leonardo Art Center, good evening, administrator Olga, I’m listening to you.”
• If you think this phrase is too long, then you can limit yourself to an abbreviated greeting: “Leonardo Art Center, good evening!”
• Very often you can hear this greeting: “Hello!” However, it is permissible to say hello in this way during a personal meeting, but in business communication such free phrases are unacceptable.

If you are the initiator of the call:

Introduce yourself, name your organization or company and ask if your interlocutor has time to

Video: Correctly introduce yourself to the client over the phone

How to use the phone correctly: telephone etiquette phrases

The key to proper business communication over the phone is the following phrases:

• If it's not hard for you
• Thank you for your time
• Do you have time to wait for an answer? Will I need to contact Purchasing?
• I will clarify this information and call you back.
• Thank you for making time in your schedule for this conversation.
• Thank you for finding time for our conversation, despite your busy schedule.

The following questions will help you clarify the information:

• Can you hear me okay?
• Sorry, I didn't hear. Please repeat.

Phone etiquette phrases

How to end a business call correctly?

End the conversation with a standard question that requires a clear answer:

• So, have we agreed on this issue?
• May I take it that we have reached agreement on this issue?
• As I understand you (in this matter), we can count on your support?

How to answer phone calls correctly in the office and at home?

Video: How to answer a phone call?

» Business communication by phone

© David Lewis

Effective communication on the phone.
Secrets of telephone communication.

It took the telephone a hundred years to develop into the largest and most complex network ever created by man. Today there are more than 700 million telephones in the world. Despite the extraordinary complexity of the system, it is extremely simple to use. Often it is this simplicity that creates barriers to telephone communication, hiding the need to learn how to use the phone correctly. However, your efforts will be rewarded handsomely. Knowing how to communicate on the phone will help reduce stress in the workplace, improve your work efficiency, and give you an edge in an extremely competitive business environment.

In fact, everything is simple, says American psychologist David Lewis. The secret to successful telephone communication is to control:

• With your emotions.
• The nature of the call.

Control over emotions Many people have a fear of telephone communication. As physical stress increases, you begin to lose concentration and your ability to communicate effectively decreases. Excessive tension in the muscles of the face, neck and shoulders changes the sound of your voice. A tense man appears old, irritable and stubborn to the interlocutor, while a tense woman appears emotional and unpredictable. Before dialing, relieve tension by relaxing mentally and physically. Here are a few exercises that will help you do this quickly and quietly, without leaving your desk.

• Tighten your muscles. Clench your fists, curl your toes, suck in your stomach, and take a deep breath. Hold your breath and slowly count to five.
• Exhale slowly. Relax your whole body. Drop your shoulders, unclench your fingers and relax in your chair.
• Take another deep breath. Hold your breath for five seconds. While inhaling, make sure that your teeth are not clenched.
• Breathe calmly for the next five seconds. Feel how calm and relaxation permeate your entire body.
• Finally, calm your nerves by imagining that you are lying on golden, sun-warmed sand on the shore of a clear, blue ocean. Hold this image in your mind for a few seconds.

How to overcome your fear of a microphone One of the things that makes it difficult for people to communicate on the phone is fear of the microphone. Even the most resourceful and savvy men and women in everyday life can become speechless when asked to speak on a live radio or television program. The telephone can have exactly the same effect on a person. This fear can be overcome if you do not try to talk to handset. Instead, imagine that the person you are calling is sitting across from you and address them directly. Imagine how your interlocutor reacts to your words: how he smiles at jokes and beams with pleasure upon hearing a compliment. If you know what your interlocutor looks like, then mentally drawing his image is not difficult. The following technique helps some people: they put a photograph in front of them and talk to it. When talking on the phone with a stranger, try to imagine his appearance from his voice. If the voice is deep and sonorous, then the interlocutor most likely has an impressive physique. Light and hesitant intonations probably indicate a fragile and slightly shy person. When communicating on the phone, use exactly the same body language as you would when communicating in person. If gesticulation and rich facial expressions are the norm for you, do not abandon them during a telephone conversation. When feelings are reflected on your face, your voice becomes freer, more confident and natural.

Control over the nature of your calls

If you have an important conversation ahead of you and cannot avoid it, if possible, call yourself, and do not wait for the moment when they call you. This gives you a psychological advantage over your interlocutor. There are three reasons for this:

• You decide to take up your interlocutor’s time, and he gives in to your desire. By answering the call, the person allows himself, at least temporarily, to submit to you.
• You have the ability to choose how to start a conversation, and you have a better chance of steering the conversation in the right direction.
• By calling your interlocutor yourself, you can, without causing offense, end the conversation after you have conveyed your message.

Have a clear idea of ​​what you are going to say

Before you pick up the phone, you should have a clear idea of ​​what you want to achieve with this call. Ask yourself, “What is the purpose of my conversation with this person?” If you want to make an appointment and expect a possible refusal, keep a few reasonable times and dates in mind. Question: “Friday the 23rd at ten o’clock - is that okay with you?” - you force the interlocutor to wonder whether he will be free at this time, instead of doubting the need to meet with you.

Postpone the call until you have finalized your message.

Delay, which usually results in a pointless waste of time, can save your reputation in the following cases:

• When you are very angry or upset about something. By delaying the call, you give yourself time to calm down so you can communicate your thoughts clearly, calmly, and effectively.
• When you feel too tired to communicate successfully. Put the call on hold and rest to have a better conversation.
• When it is important for you to verify the accuracy of the facts, for example, if you are going to complain about something. If you think through all the details before calling, you will reduce the likelihood that you will get into trouble or be confused by the other person.

Make your phone message more authoritative

This requires standing rather than sitting during a phone conversation, which will literally increase your sense of power over the other person and sharpen your mind. When we stand, all systems of our body come into a state of combat readiness - both physically and mentally.

Change ears to change interpretation

If talking on the phone requires you to analyze complex facts and figures, as well as logically and objectively evaluate information, try to hold the receiver close to right ear. Sounds entering this ear are transmitted to the left hemisphere of the brain slightly faster than those entering the right hemisphere. This happens because the speed of impulses passing through the auditory canals leading to the opposite hemisphere is slightly higher. Or, scientifically speaking, contralateral inhibition of nerve fibers is weaker than ipsilateral. Because the left hemisphere of the brain is responsible for analysis and logical processing of information in most people, it is often better suited for assessing the truth of ambiguous information during telephone communication. Right-handed people can do this without much effort if they don't have to write something down at the same time. If an incoming message is better assessed on an intuitive level, for example, when trying to determine the emotional state of the interlocutor, try holding the phone to left wow. This means that sounds will reach the right hemisphere of the brain a little earlier than the left. Since the right hemisphere of most people is responsible for imagination and intuition, this may increase your sensitivity to unexpressed signals.

Difficult calls

There are those phone conversations we dread most - when people call us and when we need to make a call ourselves. Here is a special technique that will allow you to cope with the most unpleasant telephone conversations you have ever had to deal with. But first, here are five basic rules , which can be used to guide you through all types of unpleasant phone calls. There's no way to make them pleasant, but these practical tips will make your life a little easier.

1. If possible, take the initiative and make the calls yourself. This way you can prepare for the conversation without being caught off guard.
2. Get straight to the point. Never try to mitigate the problem by going around sharp corners. Start the conversation like this: “The reason for my call is...” and then get to the point.
3. If you are caught off guard, never respond immediately. Apologize and call back after you've thought about your response.
4. Check your understanding of the outcome of the conversation. Before hanging up, review what action you expect. This is important because when communicating on the phone, we tend to hear - especially under the slightest stress - what we expect, and not what was actually said.

Also, at appropriate times, reiterate the key points of your position. These repetitions should by no means be considered a waste of time - on the contrary, they save us from an even more useless waste of energy. When communicating on the phone, always remember the threefold rule:

The rule of repeating three times during telephone communication

1. First, tell the other person exactly what you are going to say.
2. Then tell him what you are going to tell him.
3. Then tell him exactly what you told him.

And then maybe you will be heard.

Here are a few types of calls that are usually unpleasant to make.

Debt collection from an important client

The secret to success in such a conversation is tactful firmness. In such cases, there is no point in beating around the bush or pretending that you are calling just to inquire about his or her health. Such a beginning not only sounds false, but also sets the wrong tone for the entire conversation. The best tactics are to be matter-of-fact and direct. If asking people for money makes you uncomfortable, it may be a good idea to write down the main points of your message. It is especially important to be precise when presenting facts, when indicating the account or order number, date, etc. If you know from experience in communicating with a client that he is an unsurpassed master of financial balancing act and uses any excuse to delay payment until the very last minute, rehearse your reaction to the other person's possible tactics, so as not to make a mistake from the very beginning. If, for example, he uses the classic excuse: “The bank account is already paid,” which is considered one of the three most common forms of lies, it is best to accept this explanation, leaving you have the opportunity to demand the debt again when the money, according to your calculations, should already arrive. A good response might be: “Could you tell me exactly when the payment was sent so we don’t miss it?” This phrase requires more precision from the interlocutor. When answering: “A couple of days ago,” say that if the money does not arrive tomorrow, then you will assume that it did not reach the addressee and returned to the sender, and you have the right to expect a new check to be issued .Summary:

• Plan such conversations carefully, anticipating possible delaying payment tactics.
• Mentally rehearse the call.
• Remain polite when speaking on the phone, but be persistent.

Listening to justified complaints

Stay calm and do not give in to provocations, no matter how aggressive the interlocutor may be. Losing your temper will only increase his rage to the point where no rational dialogue is possible. Moreover, you will lose the client even if his complaints are ultimately satisfied. Let the interlocutor blow off steam by responding with neutral phrases like “I understand.” ”, “Yes, of course”, etc. Never allow yourself to be intimidated and do not immediately start apologizing. Get all the information you can to get as close to reality as possible and assess the scope and validity of the complaint. Dig deeper by asking open-ended questions, for example: “What other difficulties have you encountered?” “Couldn’t customer service have solved your problem in a different way?” ?If you don't have the information you need to effectively respond to a question or complaint right away, ask the other person for their phone number and tell them you'll call them back as soon as you understand the situation. Don't occupy the phone line by looking through files, consulting with colleagues or searching for information on the computer. Waiting further irritates the other person. Even if you are able to give an immediate answer, sometimes it is useful to tell the client that you will call him back. Not only will this give him time to cool down, but it will also give you an advantage since this time you will be making the call. Psychologically, the client will feel indebted to you because you have already done something for him. If you are wrong, admit your fault, and then politely and sincerely apologize - without humiliating yourself or making your organization look bad. Say, that you will do everything in your power to improve the situation. State your name, give your telephone number and offer to contact you directly if any difficulties arise. Establishing a friendly relationship will not only make it safe to complain, but will also allow your company to gain a satisfied customer who may place new orders in the future. In fact, if handled skillfully, a complaint can be turned into a sales opportunity. Summary:

• Be polite, but don't humiliate yourself when you apologize.
• Find out all the facts before choosing a course of action.
• Call the client back. This tactic will put you in an advantageous position.

Making claims

Before you dial the number, determine for yourself what you want to achieve with this call: a refund, replacement of defective goods, better service, or something else. Check the facts carefully. Before you call, make sure you have all the evidence to support your point of view. A phone call is better than a letter. People are much more willing to respond to a complaint made to them personally, and, in addition, even a short conversation can be more informative than the longest letter. If you are fooled by all sorts of excuses, use the “stuck gramophone record” tactic. This means that you will repeat your demands over and over again with polite persistence until you achieve their satisfaction. Like a record that has stuck, the phrase must be pronounced with the same intonation every time. There should be no “metal” or “poison” in the tone of your voice. Try not to get personal or lose your composure. Be polite but firm. Always talk to your boss. The higher you go, the faster your complaint will be dealt with. Summary:

• Plan your call carefully. Check the facts and set a clear goal.
• Be polite and don't get personal.
• Talk to the highest-ranking manager possible.

How to convince your boss that he's wrong without sacrificing your career

Scheduling this call depends on the personality of your boss, as well as the relationship you have established. Some bosses prefer a businesslike approach and will respect you for being direct and frank. In such cases, the conversation can be as open as you wish. Stay calm, show persistence and self-confidence. This can be achieved if you have done your homework, are absolutely sure of the facts, and are prepared to face any possible objections. If your boss is likely to fly into a rage at the slightest hint that he is wrong, you should pursue a more subtle and cunning strategy. The first step is to convince your boss that he is the one who came up with the plan you are advocating. How to achieve this goal depends on how different your proposals are. If your points of view have several points in common, start by emphasizing the similarities on these key points and praising his suggestions. When you get to a point where you think your boss is wrong, try saying something like: “Frankly, I didn’t really understand.” this moment. I guess your strategy is...” and then present your proposals. After the phrase “Because this will allow us to...” describe the benefits that will come from accepting the idea or the difficulties you will face by rejecting it. If the boss has any insight, he will immediately see the weak point in his plan and will gladly accept your suggestions as his own intentions. An honest boss will even admit that you are right and that his original approach was wrong. Summary:

• Determine exactly why and what exactly your boss is doing wrong.
• You must be firm on the facts before you challenge your boss.
• If your boss can't stand it when he's wrong, try to convince him that your ideas are his own.

Refusing a supplier with whom you have a close relationship

Most people want to be liked by others, and so we don't like to communicate something unpleasant or upsetting. But if the supplier, even after a clear warning, continues to deceive you, you may have to choose one of two things: say goodbye to him or to say goodbye to your business. Here, as with any important call, preliminary preparation is of great importance. Perhaps, to relieve stress, it is worth rehearsing a conversation with one of your colleagues. Call your colleague and play out the situation with him, predicting the possible reaction of the supplier based on knowledge of his character. The colleague imitates the most likely reaction of the interlocutor, giving you the opportunity to polish your answers. No need for long introductions - get straight to the point. You should say something like this: “I usually send a letter in these cases, but given the close relationship we have developed over the past couple of years, I felt it would be better to tell you this in person. We're going to cancel your services because...” and then list your grievances. If you don't want to engage in a lengthy discussion, use the "broken record" tactic of simply repeating the basic facts again and again, without allowing yourself to get sidetracked. Before you make the call, determine which of the three possible goals you are going to achieve:

1. Get rid of it forever.
2. Give him a final warning, but be willing to give him another chance.
3. Give a “warning shot” to his positions in the hope of improving quality or meeting deadlines.

The most dangerous trap: start with point 1 and end with point 3. The supplier will further strengthen his opinion that you are a spineless person. Summary:

• Know what you want to achieve.
• Rehearse the call with a colleague, role-playing it.
• Use the “broken gramophone record” tactic to avoid being drawn into a discussion on secondary issues.

Debt collection

Fear of refusal prevents many people from claiming their rights, and this fully applies to the legal demand for debt repayment. For such conversations, the telephone is the ideal medium. In this case, the conversation is quite personal, which reduces the likelihood of refusal compared to a letter, but at the same time is not associated with such stress as a face-to-face conversation. First you need to find out whether the person you are calling can order debt repayment. There is no point in talking, for example, with a secretary if only the head of the sales department is authorized to return your money. Therefore, you need to start the conversation by finding out who in this organization is responsible for these issues. If you are dealing with a large company, then it is likely that there will be an employee who, on duty, does just that. Once you have connected with the right person, ask him to state his name. This will allow for a more trusting and friendly conversation. Explain that you are calling about a debt collection, and make sure that the person on the other end has the authority to solve your problem. Calmly and clearly explain the reason for your call. You should have all the necessary facts and figures at hand, such as delivery date, order number, etc. Your ability to answer such questions quickly and accurately will go a long way toward increasing the other person's respect for you. If you are seeking repayment of a debt, be clear about this from the outset and do not allow yourself to be swayed by offers of compromise. When faced with a refusal, continue to insist for a while, and then ask the interlocutor to connect you with his boss. Any agreement must be confirmed by letter or fax immediately after the call. Summary:

• Make sure that the interlocutor has enough authority to repay the debt.
• Explain your question precisely and punctually.
• Never lose your composure, even when faced with initial rejection.

Cold calling to establish business contacts

Most people do not like “cold” calls (i.e. unprepared, without prior agreement). But if you're used to rejection, this can be a very effective way to start new business. The first step is to connect with the person you need, which often means overcoming the secretary's resistance. The secretary may require you to indicate what business you are calling about. There are two tried and true ways to overcome this barrier. The first way is: “My name is..., I am a partner (or someone else). I'm calling about your company's upcoming financial report and I need to speak urgently with... Kindly put me through to him." The second method is shorter, but usually more effective: "I'm calling from afar. Please connect me with...” Once connected to the right person, you have no more than 15 seconds to pique the prospect's interest. Therefore, it is important to grab the other person's attention from the very first word. Tried and true methods include asking questions of interest, for example: “Is your company interested in an additional profit of $10,000 per month?” - or references to other people: “I'm calling you on the advice of Bill Jones. He feels like you could benefit from our suggestions." Alternatively, you can make an offer that the other person simply can't refuse: "I'd like to tell you about a method that can increase your profits by 75 percent. It is already used by most multinational companies." Summary:

• Don't choose a time of day when the person you want is especially busy.
• Be prepared for secretaries and assistants to try to interfere with you.
• Use an attention-grabbing first phrase. The longer you chat, the better your chances of closing the sale or getting an appointment.

Selling ideas

As noted above, people only pay attention to messages that they believe offer something positive for them personally. To sell an idea to a colleague, you first need to see what it looks like from his point of view. Next, you should determine which approach is most likely to cause the colleague to see personal benefit in your proposal, for example, the opportunity to make a good impression on the boss with your work efficiency, reduce time spent on routine work, increase sales, etc. Describe it clearly and with inspiration. these benefits. To convince your interlocutor, you yourself must exude conviction. Choose the time to call carefully; Avoid moments when you know for sure that a colleague is extremely busy. Summary:

• Look at your proposal through the eyes of your interlocutor.
• Present your idea in such a way that the interlocutor immediately sees his personal benefit in it.
• Show enthusiasm. If your tone lacks conviction, you will never be able to convince others.

Criticism of an enthusiastic but inattentive subordinate

Use the PIN (Positive-Interest-Negative) technique to maintain the other person's enthusiasm while correcting their mistakes.

Start by noting and praising everything. Positive aspects his or her activities. This will force the interlocutor to listen more carefully to your words. If you start with criticism, he will quickly stop listening to you. Then point out Interesting aspects his approach to the problem. This will help him see how he can improve his work. These neutral remarks, inserted after praise, bring him down to earth without leading to a weakening of attention. And only after completing the first two stages should one consider Negative aspects activities of your employee. However, this should be done in a constructive manner, explaining in detail how and why the error occurred and what can be done to avoid it happening again in the future. If possible, call immediately after the event, as the sooner successes are assessed and errors noted, the more likely it is that that your call will have the desired impact. Summary:

• Call as early as possible.
• Start by appreciating the positives.
• When pointing out mistakes, offer practical tips for improving your work. Advice should be specific, not general.

Reception of complaints

Never take complaints about your company personally. If the caller is aggressive, try to remain calm. Just listen, occasionally throwing in vague interjections like “um” and “uh,” until the other person’s anger subsides. It is no use trying to argue with an angry person or interrupt his flow of words - even when he is wrong. Much of his anger will disappear if you listen to him sympathetically. Listening can transform you from an enemy to a friend. Just as in a face-to-face conversation, you must ensure that the caller has all of their complaints before addressing any of them. This will prevent the other person from saying something new when you already feel that the problem has been resolved. Never use terms like “problem” or “complaint,” which only increase the other person’s irritation. Instead, use expressions like “this situation” or “this approach.” Restate the complaint in your own words. This clarifies key points and helps to get rid of the emotional aspect that the interlocutor brings. Never try to reassure the caller with promises that you are unable to fulfill. If you are not sure which path to take, promise the other person to call you back later when you have a complete picture of the current situation. In this case, you must definitely call back. Summary:

• Stay calm even if you are being yelled at.
• Listen carefully and sympathetically. This may turn you into a friend.
• Never make promises that you cannot keep. This makes the original mistake worse.

“Chat” with an answering machine

Some people refuse to speak to the machine, while others suddenly become speechless upon hearing the distinctive signal. Perhaps this is exactly how you feel. You should never waste time by hanging up or leaving a message that doesn't contain at least some of what you wanted to say. Here are some practical tips for communicating with any answering machine:

• Ignore the fact that your voice is being recorded on tape. Imagine that there is a person on the other end of the line.
• State the date and time of your call. This will reduce the likelihood that your call will be missed.
• Speak more slowly than usual so that your message can be easily understood the first time the tape is played. People get annoyed when they have to rewind a tape to listen to an unclear message a second or third time.
• Repeat last names, addresses or telephone numbers. They are sometimes difficult to understand the first time.
• Keep your message short.

1. Be sure to start a business call with a greeting: good morning, good afternoon, etc. This is not only polite, it gives the other person time to figure out who you are and focus on the possible purpose of your call.

If they call you, don't forget that the person waiting for you to pick up the phone is distracted - even if it continues for three rings (the answer threshold set by many organizations). As a result, he often cannot concentrate during the first few seconds of a conversation. If you immediately say the name of your organization, the subscriber may not catch it and will be embarrassed to ask again. This leads to a waste of time - his and yours - and this situation is easy to avoid. After saying hello, state your organization and/or phone number so that the subscriber can make sure that he has gotten to the right place. The error is detected immediately, and this allows you to avoid wasting time. Finally, by identifying yourself, you establish a positive relationship with the interlocutor from the very beginning. At the same time, both your organization and you yourself seem more welcoming and friendly to him. Never ask a stranger: “How are you?” It sounds fake. Never tell your interlocutor: “You don’t know me.” This indicates a lack of self-confidence.2. Choose your business calls carefully. The worst times are early in the morning or late in the evening. Be sure to ask: “Do you have a minute for a short conversation or should I call you back at another time?” Offer a time to talk if the person cannot talk to you at the moment: “Will 10 o’clock suit you?”3. Using the VIZD method, make sure that you are being listened to. This acronym consists of the initial letters of the key elements of a successful call. IN. Attention. You must force the interlocutor to concentrate and listen to your words so as not to become a victim of his absent-mindedness. AND. Interest. To keep the other person's attention, your message must take into account the interest factor. AND. Wish. Your words should awaken desire in the interlocutor. D. Action. Your message should end with a clearly defined action plan.4. Be sure to call your interlocutor by name. If you have just met, try to make his name imprinted in your memory. This can be achieved by repeating it to yourself several times, and using it often. Remember that people are most interested in themselves! American researchers analyzed 500 phone calls and found that the pronoun “I” appeared in them more than 4,000 times! At the end of the conversation, write down the name of the interlocutor, as well as other information about him obtained during the conversation, for example, the names and ages of his children. Keep these records carefully. They will help you establish an even warmer relationship on subsequent calls.5. Smile during a phone conversation. Smiling not only helps convey your enthusiasm to the other person, but also fuels your energy. Smiling helps the brain produce chemical compounds that increase feelings of self-confidence and optimism.6. Be sure to make “thank you” calls in cases where you have received some kind of service. They are very useful for future cooperation. The faster your reaction, the more effective such calls are.7. Try to imagine the way your interlocutor thinks. This is not an easy task, but there are ways to make it easier.

• Don't try to make an objective analysis based on the other person's voice. For the left hemisphere of the brain, which is responsible for logic, there are too many unknown quantities in this situation. Instead, listen to your intuitive right brain. Relax while listening to the other person and allow impressions and sensations to form in your brain. Such natural impressions can be surprisingly accurate.
• A high rate of speech (if the content is quite meaningful) indicates above average intelligence.
• Hesitation, stuttering, and pauses often indicate anxiety or indecisiveness.
• Depending on the content, underlining certain phrases can indicate corresponding subconscious likes and dislikes.
• Based on the style of the interlocutor, try to determine what type of personality you are talking to: a “manager”, “mother”, “mechanic” or “motivator”.

The “manager” should explain how your suggestions will contribute to his success or make it easier to achieve his goals. Convince the mother of the value of your proposals by emphasizing how they will benefit people. When talking to the “mechanic,” use facts and figures, and the message to the “motivator” should be as entertaining as possible.8. Encourage cooperation by saying, “Do you agree?” This will allow you:

• Evoke a positive reaction from your interlocutor to your message.
• Engage him in conversation any time you need feedback on how your ideas are being received or when you want to emphasize key points in your message.
• Gently nudge him toward accepting your point of view by answering your question positively. This answer is most likely because people tend to take the easiest path. Only a very stubborn person can answer such a friendly question in the negative. And the more affirmative answers you hear during the conversation, the higher the chances that your proposals will be accepted.
• Achieve agreement at the final stage of the conversation. If you have already used this phase several times, repeating it will increase the likelihood that the more serious request will also be fulfilled.

In some cases, people like this phrase so much that they even copy the intonation and voice of the person who says it.9. Never answer the phone while you are eating, drinking, or talking to someone else. Never cover the telephone receiver with your hand to address the person standing next to you. This reveals your extreme lack of professionalism.10. Be sure to say goodbye to your interlocutor: the ability to effectively end a telephone conversation is no less important than the ability to convey your thoughts to the listener. A conversation that goes on for too long can cause embarrassment, boredom, or irritation in the other person. To properly end a conversation, use the Politeness-Firmness-Completion technique: Be polite. If you are dealing with a stranger, include their name in your last sentence. If you want your interlocutor to remember certain facts, repeat them immediately after saying goodbye. Be firm. Don't allow yourself to be drawn into an irrelevant discussion. If it’s difficult for you to do this, just to be on the safe side, have a few plausible excuses on hand, for example: “I’m sorry, my name is on another phone.” Usually - if your tone is friendly - the interlocutor will understand the hint that it is time to say goodbye. End the conversation. Just be sure to let the other person hang up first. If you do this, the conversation will end on a psychologically not very friendly note.

David Lewis. HOW TO GET YOUR MESSAGE ACROSS, 1996