"Communicating by Phone" - Carilion

Communicating by Phone Communicating over the phone has become one of life’s necessities. Whether you’re at home or work, on a cell phone or a land line, you’re always going to have to communicate by phone with friends, family members, coworkers, and clients. Given this, knowing how to communicate effectively by phone can reduce moments of miscommunication, promote professionalism, and keep your life in order. Being Put on Hold There are times when you’ll have to put callers on hold. How you handle asking someone to wait over the phone can ease an uncomfortable moment on a call: Always ask for permission before you put someone on hold and wait for the caller to respond. If you have several callers on hold, make note of who called first and address them in order and by name. If it will be a lengthy wait, apologize and offer to ring the callers back at a better time. The Angry Call Every now and then, you’ll have to deal with an angry caller. Here are some steps to help you manage a difficult exchange: Give the caller an opportunity to talk. Angry callers want to express their anger and they want you to hear what they have to say and take their issues seriously. Listen for the signs that anger is coming, especially tension in the voice, increased speaking volume, or complaints. Don’t take any hostility personally. The caller is frustrated with the situation, not you, and it will only make the exchange more hostile to think the situation is about you. If you find that more and more angry calls are linked to specific issues, take steps to correct those issues or pass them on to someone that can. Voice Mail When you leave a voice mail message, be sure to speak slowly and clearly, but be as brief as possible. If you want to be called back, you need to give the recipient as much information as possible. Leave your name, company, and department Announce the reason for your call Make a specific request for action or a response Any information valuable to the recipient A deadline that might need to be met Your area code, number, and office extension The best time to reach you during the workday