| I have recently received several questions that relate | | | | of all, they seem distracted. When I answer, it usually |
| to telecommunications. These questions are not only | | | | takes them a few minutes to start their spiel. Then |
| geared toward the unwanted and bothersome phone | | | | when they do start speaking, it is in a monotone, too |
| calls we receive from telecommunicators trying to sell | | | | quickly with no pauses or pacing (probably because |
| us something - although we can certainly learn what | | | | they don't want us to get a chance to say, "no"). They |
| not to do from them - but also are concerned with | | | | are prepared with a written speech which is delivered |
| how we can present effectively and powerfully over | | | | poorly. This leads me to my next point. |
| the telephone. | | | | It is important, as always, to be well prepared. The |
| Telephone impressions are as important as in-person | | | | more prepared you are for any presentation, the more |
| impressions. the first impression we make over the | | | | smoothly it will progress and the more professional you |
| telephone will be lasting and will set the tone for the | | | | will appear. Before you record a message on your |
| present and/or any upcoming interaction we will have | | | | answering device, take the time to consider the |
| with that person. Opportunities abound. We may be | | | | impression you are trying to make. When I receive a |
| recording our own answering device message, leaving | | | | canned message - especially one that comes with the |
| a voice mail message on someone else's device, | | | | answering system, right away I form the picture of |
| speaking to an assistant, answering a call, making an | | | | someone rather unimaginative. |
| order, asking a question or trying to establish a | | | | How do you want the caller to react? For a business, I |
| relationship with a potential client, What kind of | | | | don't suggest (and this has happened to me) that you |
| impression are you making? | | | | have your five or six-year old leave a cute, giggly |
| Remember that the person on the other end of the | | | | message or record a joke or wild music, etc. But, I do |
| phone can't see you, so your voice, pacing, and words | | | | suggest adding some personality to your recording. |
| are all important. Therefore, it is imperative that you | | | | Take the time to review what you have recorded and |
| practice your telephone voice and tone as carefully as | | | | then call yourself from somewhere else to hear what |
| you would practice a speech in front of an audience. | | | | you sound like. My message usually gets a "WOW!" |
| Use vocal variety, with tonal inflection. Add enthusiasm | | | | and an answer, because one of the phrases I use is |
| to your voice. Pace your words and speak clearly. | | | | that "I am excellent at returning phone calls, so leave |
| And, people can hear a smile, so be sure to act and | | | | an interesting message, and I will get back to you as |
| smile as if you were speaking face to face, eyeball to | | | | soon as possible." And, I do, which to me is |
| eyeball. | | | | telecommunications' etiquette. |
| This is where we can learn from those unfortunate | | | | Treat all your telephone exchanges with care. You will |
| people who are employed by telecommunications | | | | make a lasting impression to be proud of. |
| firms and have to make calls to the unsuspecting. First | | | | |