Every mode of communication has advantages and disadvantages. For example, email works well with communicating about routine or detailed information. However, it is very ineffective for discussing complex issues or personal problems. Continue reading to learn why proper communication techniques are vital when making a phone call.
The Advantages of Telephone Calls
Telephones have definite advantages. For example, they are quick, easy to use and universally available. In fact, there are almost as many cell phone users as there are people on the planet. Phones are relatively inexpensive and elicit an immediate response. Therefore, they encourage direct and interactive communication. As a result, people are better able to establish rapport and develop relationships through the phone. However, there are certain disadvantages of using a telephone.
The Disadvantages of Telephone Calls
Telephones can cause miscommunications because of misunderstandings, poor call quality and lack of face-to-face interaction. This is because the listener must rely on the speakers tone and intonation in order to analyze the subtext of the conversation. Keep in mind that people mostly rely on facial cues and body language to interpret dialogue and meaning. As a result, listeners can often misread the speakers’ intention or emotional state. A person’s emotional state can be very clearly communicated through the phone. Therefore, someone who is tired or busy will sound less than enthusiastic. Often times, phone calls interrupt an employee who is already concentrating and multitasking. However, the speaker will immediately begin an in-depth conversation about a topic or task without giving the listener a chance to gather their thoughts. Consequently, more and more employees view the phone as an unwanted interrupted to their already busy schedule.
How to Have a Great Phone Conversation
Before every phone call, the caller should take a second to think about why the call is taking place, what the ultimate goal is and how to best convey their message. The caller should use familiar language, avoid slang and focus on being clear and concise. They should also ask the listener if they are free and prepared to talk. Avoid having long winded conversations and sharing personal information over the phone. Bear in mind that you never know who else is listening or if you will be on speaker phone. Finally, before you make the call, smile and think positively. Call centers normally train their employees to think happy thoughts and be positive in order to sound enthusiastic. As a result, the customer service rep will naturally begin to feel happier. Be sure to train employees to state the purpose of their call, develop and professional greeting and express gratitude.
Clearly, employees who are bored or unenthusiastic will turn away customers and probably deliver poor quality customer service. Proper phone communication is a must because listeners cannot use body language to interpret the sound of the callers’ emotions and mental state.