I’m not keen on making telephone calls but I do appreciate that a telephone call can be more personal and get me the information I need quicker than by sending an email or fax.
If you find making telephone calls stressful then you’re not alone. Research suggests that around 25% of managers are ‘shy callers’. However, you can avoid much of this stress by planning and practising your calls before-hand.
Before the Telephone Call
First you need to understand the purpose of the call. Confusion is often caused because one person is not quite sure what the other person’s message is. And when you become anxious or worried it is easy to forget something. So before telephoning:
1. Make a note of what you want to achieve. Also note down the main points and facts you need to give.
2. Know the answers to these questions: Why? Who? Where? When? What? How?
3. Have any correspondence, files etc ready in case you need to refer to them. Having accurate information handy saves time and gives a good impression to the listener.
4. Have a plain piece of paper and a pen ready for making notes.
5. Know the name of the person you want to speak to or the name of an alternative if they are not available.
6. Dial the number carefully so you do not get the wrong country or city!
During the Telephone Call
1. Give a greeting, your name and organisation, and the name of the person you want to speak to.
2. Wait patiently and repeat (1) if you are put through to somebody else.
3. If you are cut off, ring again.
4. Keep the call short. Most calls can achieve their purpose in less than a minute.
5. State the subject/query clearly and let the listener know immediately what you want. Refer to your notes if necessary.
6. Pause occasionally to get feedback on whether you are being understood.
7. Spell out names and addresses and repeat any numbers.
8. Take notes.
9. Summarise the main points at the end and confirm any action or appointments that you have agreed.
10. If you are leaving a message, help the person to get it right. If necessary, get the name and extension number of the person you are speaking to.
11. As the caller, you decide when the call ends. But use your judgement.
After the Telephone Call
1. Put any action dates in your diary immediately.
2. Write a date by any notes you made and file them.
3. Pass on the results of the call to the relevant person.
Hopefully now you’ll feel more confident about making telephone calls. And, remember, the more telephone calls you make the more your confidence will grow.
