The old saying “You only have one chance to make a great first impression” still holds true when that first impression is made by telephone. Making a great first impression is something you are conscious of when meeting face to face. You think about your posture, facial expressions, clothing, gestures and engagement. But how do these elements come into play when that first impression is made in a telephone conversation? If I’ve peaked your curiosity keep reading for some telephone etiquette tips.
Dr Albert Mehrabian analyzed the messages people send and placed them in three categories:
- vocal and
Only a small percentage of the brain processes verbal communication. This conclusion was supported by Dr Mehrabian who broke down the components of a message as follows:
- 7% of a message is verbal
- 38% of a message is vocal and
- 55% of a messages is nonverbal
When meeting someone for the first time via the telephone, you must pay attention to the words you are using and the sound of your voice. These are the components upon which your first impression by telephone will be made.
Here is the video containing some telephone etiquette tips.
Here are Six Telephone Etiquette Tips
- Introduction: At the beginning of your call, be sure to identify yourself to the other party. Include the appropriate detail such as first and last name, your work position, and any other important details. Your intention is to immediately have the other person have an understanding with whom they are speaking. It will help them create a mental image.
- Tone: The tone of your voice is not what you say, but how you say it. As such it incorporates many components. The words you use and the order in which they are said; the rhythm of your voice and the pace at which you speak. By saying the “right” words you will be able to project a positive image. Using the rhythm of your voice you can draw attention to the important points of what you are saying. By speaking at the correct pace you will not sound nervous or bored, but confident.
- Volume: Be careful with the volume of your voice, because it can have both positive and negative connotations. While a loud voice can be associated with self-confidence, it can also sound aggressive. A soft voice can sound shy and be associated with a lack of self-confidence. But a soft voice can also sound trustworthy. You need to control the volume of your voice based upon the circumstances being discussed. You should always speak clearly and eliminate any slang from your conversation.
- Posture/Facial Expressions: While both of these are important in face to face meetings, they can assist you in your telephone conversation as well. Maintaining good posture supports your breathing and can assist with the tone and volume of your voice. Speaking with a smile on your face also acts to lighten the tone of your voice.
- Practice: By practicing what you will say in your initial telephone conversation you will sound more professional and minimize hesitations in your conversation.
- Proper Ending: Always conclude your call by saying “good-bye.”
In summary, if you want to project a positive image over the telephone, you must say the right words, speak at an appropriate volume, speak at the correct pace and maintain an appropriate speaking style. Following these tips will help you create a great first impression by telephone.
I hope you found these telephone etiquette tips helpful. If you are interested in learning how you can create your own profitable online business, click on the icon below. You will be able to register to receive my complimentary training videos identifying how you can create your digital lifestyle.