Phone Skills Still Important for Business Success - Part II
Phone Skills Still Important for Business Success - Part II
The principle is simple: When you communicate naturally you may be naturally conflictive with others. Since your pace and priority may differ from the other person, you can run into roadblocks as you play the roles of “sender” and “receiver” on the phone. This information is helpful in two major ways as you learn to:
· Adapt and flex your own style when you find yourself “guilty” of any of the less-than-effective communication techniques that follow.
· Adapt and flex to the other person’s style when s/he is determined to keep on communicating naturally with little regard to how it affects the outcome.
How to Recognize Dominant People on the Telephone
Their blunt, confident, decisive, direct, impatient and take-charge style leads them to:
· Choose time/date/place to meet.
· Think and speak quickly.
· Dislike interruptions, yet interrupt frequently.
· Get right to the point, may bypass “hello”.
· Have a clear purpose in mind ahead of time and speak in bullet style.
· Speak authoritatively and powerfully.
How to Respond to “Ds” on the Telephone
· Be clear and succinct.
· Be immune to their brusqueness.
· Don’t give details, unless asked.
· End the conversation when they appear to quit responding; undoubtedly, their attention span has waned.
· Plug your remarks into their goals.
· Summarize, summarize, summarize.
How to Recognize Influencing People on the Telephone
Their enthusiastic, optimistic, energetic style leads them to:
· Begin with an upbeat “hello”.
· Hold side conversations with another person in office/at home while talking on phone; may have radio and/or TV on, too.
· Show wide range of emotions through rate, pitch, tone, rhythm, inflection.
· Speak faster and faster as excitement mounts.
· Talk about weather, the weekend, vacations, whatever - before getting down to business.
How to Respond to high “Is” on the Telephone
· Ask them to repeat if they speak too quickly during an outburst.
· End the conversation - even if they called you.
· Respond quickly when given a chance to speak.
· Set a timer beforehand.
· Try to get in more than “hello”.
· If a business call, keep steering them back to topic at hand.
How to Recognize Steady People on the Telephone
Their amicable, cooperative, harmonious tendencies may lead them to:
· Begin with a warm “hello”.
· Convey a calm, friendly environment.
· Listen well.
· Personify good customer service.
· Speak slowly and carefully.
· Think before speaking; be comfortable with long pauses.
How to Respond to “Ss” on the Telephone
· Be amicable and sincere.
· Don’t demand or push.
· Ask about their family.
· End the conversation if you are the caller.
· Provide information slowly, methodically.
· Refrain from unloading on them; they will listen politely until you’re done.
· Don’t finish their sentences, even when they take a while to convey their thoughts.
How to Recognize Conscientious People on the Telephone
Their cautious, precise and reserved qualities may lead them to:
· Begin formally: “Good morning, Ms. Bjorseth. This is Jean Doe. I am returning your call from Friday.”
· Critique and analyze what you have said before responding; be comfortable with long, silent periods.
· Give you facts rather than opinions.
· “Observe” your tone and words to get the meaning.
How to Respond to “Cs” on the Telephone
· Allow them time to analyze, and refrain from filling the silence.
· Avoid small talk.
· Don't ask personal questions, and keep your personal affairs to yourself.
· Have facts in order before you call.
· Use their titles - Dr., Mr., Ms. - unless well acquainted.
People respond much better when spoken with in their style, even if it makes you more uncomfortable in the short run. You can return to your natural style when you hang up. Your desire to return to your natural style, in fact, can speed up the call and save you time. When you are talking with Influencing people, you will likely have to expend extra effort to speed up the call! Like that famous bunny, they can go on and on and on.
Phone Skills Still Important for Business Success Part II - To learn more about this author, visit Lillian D. Bjorseth's Website.
Like this article? Share it with your friends
In addition to the professional phone image I discussed in Part I, it is also vital to be able to read people over the phone to increase your chances for personal and business success. Using the leading-edge DISC (Dominant, Influencing, Steady and Conscientious) communication styles, I’ll help you recognize the other person’s natural communication style so you know how to respond. It works even better when both of you are cognizant of each other’s style.
The principle is simple: When you communicate naturally you may be naturally conflictive with others. Since your pace and priority may differ from the other person, you can run into roadblocks as you play the roles of “sender” and “receiver” on the phone. This information is helpful in two major ways as you learn to:
· Adapt and flex your own style when you find yourself “guilty” of any of the less-than-effective communication techniques that follow.
· Adapt and flex to the other person’s style when s/he is determined to keep on communicating naturally with little regard to how it affects the outcome.
How to Recognize Dominant People on the Telephone
Their blunt, confident, decisive, direct, impatient and take-charge style leads them to:
· Choose time/date/place to meet.
· Think and speak quickly.
· Dislike interruptions, yet interrupt frequently.
· Get right to the point, may bypass “hello”.
· Have a clear purpose in mind ahead of time and speak in bullet style.
· Speak authoritatively and powerfully.
How to Respond to “Ds” on the Telephone
· Be clear and succinct.
· Be immune to their brusqueness.
· Don’t give details, unless asked.
· End the conversation when they appear to quit responding; undoubtedly, their attention span has waned.
· Plug your remarks into their goals.
· Summarize, summarize, summarize.
How to Recognize Influencing People on the Telephone
Their enthusiastic, optimistic, energetic style leads them to:
· Begin with an upbeat “hello”.
· Hold side conversations with another person in office/at home while talking on phone; may have radio and/or TV on, too.
· Show wide range of emotions through rate, pitch, tone, rhythm, inflection.
· Speak faster and faster as excitement mounts.
· Talk about weather, the weekend, vacations, whatever - before getting down to business.
How to Respond to high “Is” on the Telephone
· Ask them to repeat if they speak too quickly during an outburst.
· End the conversation - even if they called you.
· Respond quickly when given a chance to speak.
· Set a timer beforehand.
· Try to get in more than “hello”.
· If a business call, keep steering them back to topic at hand.
How to Recognize Steady People on the Telephone
Their amicable, cooperative, harmonious tendencies may lead them to:
· Begin with a warm “hello”.
· Convey a calm, friendly environment.
· Listen well.
· Personify good customer service.
· Speak slowly and carefully.
· Think before speaking; be comfortable with long pauses.
How to Respond to “Ss” on the Telephone
· Be amicable and sincere.
· Don’t demand or push.
· Ask about their family.
· End the conversation if you are the caller.
· Provide information slowly, methodically.
· Refrain from unloading on them; they will listen politely until you’re done.
· Don’t finish their sentences, even when they take a while to convey their thoughts.
How to Recognize Conscientious People on the Telephone
Their cautious, precise and reserved qualities may lead them to:
· Begin formally: “Good morning, Ms. Bjorseth. This is Jean Doe. I am returning your call from Friday.”
· Critique and analyze what you have said before responding; be comfortable with long, silent periods.
· Give you facts rather than opinions.
· “Observe” your tone and words to get the meaning.
How to Respond to “Cs” on the Telephone
· Allow them time to analyze, and refrain from filling the silence.
· Avoid small talk.
· Don't ask personal questions, and keep your personal affairs to yourself.
· Have facts in order before you call.
· Use their titles - Dr., Mr., Ms. - unless well acquainted.
People respond much better when spoken with in their style, even if it makes you more uncomfortable in the short run. You can return to your natural style when you hang up. Your desire to return to your natural style, in fact, can speed up the call and save you time. When you are talking with Influencing people, you will likely have to expend extra effort to speed up the call! Like that famous bunny, they can go on and on and on.
Phone Skills Still Important for Business Success Part II - To learn more about this author, visit Lillian D. Bjorseth's Website.
Like this article? Share it with your friends
 | |
 |
No article feedback found. |
| |
Leave Your Feedback |
 | |
| |||
Anne BarrAnne Barr has over 26 years experience in sales and marketing, six years as a franchisee. She has assisted over 367 business owners and purchasers to achieve their goals in career change, transition and exit strategy. She holds the designation of Certified Franchise Executive from the International Franchise Association, Certified Business Intermediary from the International Business Brokers Association and Board Certified Broker from the Texas Association of Business Brokers. Anne is active in professional organizations, networking groups and volunteers for non-profit entities. As owner/operator of four successful businesses, Anne has proven people skills and enjoys helping clients find the right "fit" in business ownership. Visit www.FranchiseOpportunitySpecialist.com for more information about me and my company. - Visit Anne Barr's Website |
|||
Dianne CramptonDianne Crampton is an executive leadership coach, team culture consultant, author and president of TIGERS Success Series, Inc. Dianne has been helping CEO's and Executives connect their employees to their core values and goals for over 20 years using the trademarked TIGERS team culture process, which stands for trust, interdependence, genuineness, empathy, risk and success. To download a free white paper on behaviors that build strong teams and behaviors that will predictably tear them down go here. Dianne's contribution to the 2010 Pfeiffer Consulting Journal (an imprint of John Wiley and Sons Publishers) entitled TIGERS Hearted Teams is available in November 2009. Her new book TIGERS Among Us: 5 Winning Business Team Cultures And Why, Three Creeks Publishing will release in March 2010. To receive publishing discounts, subscribe to the free TigerTracks Newsletter here. - Visit Dianne Crampton's Website |
|||
Cheryl MatthynssensCheryl is a life skills coach, licensed Chemical Dependency Counselor and a 20 year entrepreneur. Cheryl's dedication to achieving a life of balance led to her expanding her teaching from the simple managing of life's daily challenges to adding financial well being as well. A direct marketer with DrinkACT, she is gaining ground in the online community with her concepts of making sure business owners, entreprenuers and employees have well rounded life styles. She opened up a small affiliate site - The Balance Guide- to help others find resources for mental and emotional well being. Visit Cheryl's blog to see more of the diversity beyond business she has began offering online at www.thebalanceguide.blogspot.com - Visit Cheryl Matthynssens's Website |
|||
John AlexanderJohn has taught keyword research and SEO skills to small groups of business owners and Webmasters from over 80 different countries world wide since 2002. John is also the Director of Search Engine Academy ; Co-director of Training at Search Engine Workshops offering live, SEO Workshops with his partner SEO educator Robin Nobles, author of the very first comprehensive online search engine marketing courses at SEO Training Online and the SEO Workshop Resource Center. I look forward to hearing from you! - Visit John Alexander's Website |
|||
David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
|||
Leanne Hoagland-SmithAre your sales where you want them to be? Will you be one of the few who achieves sales or business success or one of the many who have failed to change? Are you tired of being told you are like everyone else? Then you may find my first book on sales of interest. Be the Red Jacket in the Sea of Gray Suits, The Keys to Unlocking Sales available at Amazon or at http://www.processspecialist.com/red-jacket.htm. This book is a reflection of my no-nonsense approach to improving sales to overall business results. If you are truly committed to making sustainable changes, then I can help you secure a positive return on your investment because I focus on executable solutions not telling you the problems you already know you have. From training to corporate (group) coaching to executive one on one coaching, my approach is to assess, create awareness, build a goal driven action plan and then execute. The bottom line question is "Not do you or your employees know it, but do you or they want to do it?" Please call for a free strategy session at 219.759.5601. - Visit Leanne Hoagland-Smith's Website |
|||
John BrennanJohn Brennan Ed.D. Dr. Brennan is President of Interpersonal Development, LLC, a training and development firm. Interpersonal Development has provided sales training and coaching to more than 3,000 sales reps from over 100 companies. A native of Australia, Dr. Brennan received his doctorate from the University of Rochester. His dissertation researched the effectiveness of Behavioral Modeling Technology in training people in interpersonal skills. While he has spent most of his career designing or delivering training, he was also a Vice-President of Sales of a training and development franchise with operations in 25 markets. Dr. Brennan has designed and delivered sales training in North America, Asia, Europe, Australia and the Middle East. He has been a guest speaker at numerous national and regional professional conferences. When Microsoft wanted Best Practices articles on sales for their web site, they called Dr. Brennan. The results are at http://office.microsoft.com/en-us/FX011387391033.aspx His firm’s clients have included Volvo, The Prudential, Merrill Lynch, Eastman Kodak, Gannett, Equifax Europe, the Economist Group and countless small businesses. - Visit John Brennan's Website |
|||
Linda RichardsonLinda Richardson is the Founder and Executive Chairwoman of Richardson, a global sales training and performance improvement company. As a recognized leader in the industry, she has won the coveted Stevie Award for Lifetime Achievement in Sales Excellence and she was identified by Training Industry, Inc. as one of the “Top 20 Most Influential Training Professionals.” Ms. Richardson is credited with the movement to Consultative Selling and is the author of ten books on selling and sales management, including Sales Coaching — Making the Great Leap from Sales Manager to Sales Coach, and Stop Telling, Start Selling. She teaches sales and management at the Wharton Graduate School of the University of Pennsylvania and the Wharton Executive Development Center. Linda is a frequent speaker at industry and client conferences, has been published extensively in industry and training journals, and has been featured in numerous publications, including The Wall Street Journal, Forbes, Nation’s Business, Selling Power, Success, and The Conference Board Magazine. Learn more about Richardson's sales training and performance improvement solutions at http://www.richardson.com web - Visit Linda Richardson's Website |
|||
|
To learn more about the Evan Elite Author Program please contact us. | |||
 | |
|  |
Subscribe to Lillian's articles
 | |
|
|  |
 | |
|
| |
 | |||||||
|
 | ||
|
||
 |
||
 |
||
|
| ||
 |
| Have you written articles that would be of value to entrepreneurs? Become an expert on our site by publishing them! Expose yourself to a wide audience, drive more traffic to your website and get more sales! Click Here for details. |
|
|
 |
| Modeling the Masters: Learn the true secrets behind Walt Disney's business success factors & grow your company! Video produced by Phanta Media |
|
|
 |
"Learn straight from Evan how you can Make a Full Time Income (And More) from a Website"
Click Here To Learn More |
|
|
|
|
Get advice & tips from famous business owners, new articles by entrepreneur experts, my latest website updates, & special sneak peaks at what's to come!
|
|
|
 Different QuickBooks Versions Success & Happiness Pump Up Your Calendar Articles Drive Traffic Definitions of Success |
|
 | ||
 |
Top 50 Political Blogs
Top Political Blogs of 2009 | |
 |
Choose A PR Topic
Press Release Builder | |
| ||
 | ||||
| ||||
|
| ||||
| ||||
|
|
|
|
|
||||||||||||
|
Email us your ideas on how to make our website more valuable! Thank you Sharon from Toronto Salsa Lessons / Classes for your suggestions to make the newsletter look like the website and profile younger entrepreneurs like Jennifer Lopez and Sean Combs!
|
|
|
