Following my blog of yesterday, where I
said that I would bring comments and stories about miscommunication
in our everyday life, I will begin with one instance of telephone
miscommunication.
Among some telephone messages I got
just recently there was one from one of the hospitals we are having
to deal with on a health issue my husband is going through at this
time.
That particular voice message was very
badly executed by the caller. She was a nurse who called regarding
some treatments that needed to be done every day. My husband had
told the nurses doing the treatment that he would be away for one
week, so they would not be expecting him until he returned.
Well when I got the message on my
telephone voice mail, the caller spoke in such rapid fire mode that I
could not get her name nor the full telephone number – sounds
familiar? I'm sure this has happened to you too because I see it all
the time.. either by voice message or live telephone conversation. I
often have to tell the caller to speak slower... and I mean often.
I get very disturbed that people don't
know how to make phone calls and process phone conversation. Many
don't even know how to place a phone call.
Here are some etiquette tips to begin
with:
1._If you make a phone call, firstly,
identify yourself. Don't assume they have your ID on their phone.
i.e.: “Hi (name) it's (name)... (if you call from an organization,
state that as well”.
2._If you are making the call, be in
control. Know why you are calling and tell the person the reason.
3._Get to the point and keep the small
talk for after the reason of your call and let the person control
that part to a certain point – unless of course you're calling to
have a personal chat. Keep control of the conversation and close the
conversation when appropriate. Don't assume the person you're calling
is in a position to talk, clarify that if you have too, i.e.: “Do
you have a minute?”
This is especially important if the
person you're calling is in business and has a home office.
4._If you have to leave a message on
the voice mail:
a._identify yourself as above.
b._speak slowly, clearly and briefly.
c._leave your name and phone number
where to call
d._repeat your name and phone number
again before completing your call.
During the process of conversation,
speak slowly, pausing after each subject matter to get a response
from the listener, and then resume... if the response requires an
answer, stay in control of picking up where your were interrupted...
There is yet much more to learning how to
handle telephone call where there are many types within personal and
business and you can read more about that in my book “Contextual
Communication, Organization and Training” available through Amazon.
Successfully Yours,
Diane
