Make a great impression on the phone

You never get a second chance to make a great first impression.

A telephone call is often the first encounter between two people, especially in job interviews, sales or office meetings for staff working in different locations.

The first 10 to 15 seconds of that phone call can make or break your chances of getting the outcome you desire.

CRITICISM
Regardless of how smart, experienced, or well-educated you may be, callers form critical opinions based primarily on the combination of your words and voice tone.

Because they cannot see you over the telephone, the impact of your voice conveys the crux of your message and creates a lasting impression with them.

Around the world, the number of on-phone or on-internet business meetings has surpassed face-to-face meetings.

More business is conducted over digital communication channels than on face- to-face meetings.

BUSINESS
Also, more and more job interviews and business meetings are conducted by phone because it’s easier, faster, and cheaper for everyone involved.

These calls do not have to be for big business.

Even small informal businesses need to win the confidence of customers, suppliers and business colleagues by sounding good on phone.

In that case, we all need to put our best foot forward in those meetings.

We need to sound confident and prepared. If the meetings have video options, we need to look the part.

TIPS
There are a number of techniques you can use to make a good on-phone impression:

Use a relaxed, friendly tone when making your call.

Show the other person some excitement, so they can understand that you’re there for them.

At the same time, don’t rush it. Speak slowly so you can make yourself understood, but keep your tone relatively high.

Also, remember that the earpiece in most phones is usually not as loud as we’d like it to be.

BEHAVIOUR
Your mother must have mentioned this to you and I shall repeat it.

Never eat or chew gum while on the phone. There is nothing more annoying to listen to like lip-smacks as your caller chews.

If you are on “speaker” phone, the sound is amplified, thereby producing horrible sounds.

It can be irritating to the listener and embarrassing to the caller. Also, be a good listener. Try not to interrupt or cut the other party off.

UPRIGHT
Stand up while you are talking on the phone, if possible. Don’t slouch in your chair.

If you’re too relaxed, that’s going to come over the phone. Stand up, fiddle with something, scribble on a whiteboard, do anything to keep you alert, but not distracted from the call.

If you are speaking to a group that you know, it helps if you have their picture in front of you so that as you speak, you can see the faces of the people you are talking to.

POSITIVITY
Smile when on the phone. This sounds like a no brainer but very important.

Smiling makes our voices sound warmer when the words come out, so you can be sure that positivity will be conveyed over the phone.

If you can’t bring yourself to smile without inspiration, keep a photo of a loved one on your desk, or anything that pleases your eye.

Avoid distractions when you are on the phone. Most people get distracted when they are on online meetings.

DISTRACTED

They have divided attention as they drift to other things.

Because listeners cannot see you, it’s tempting to covertly catch up on other tasks while attempting to carry on a telephone meeting.

Not only are you likely to miss critical points in the conversation, the listeners can hear awkward pauses and a tone of distraction in your voice.

Every phone call is an opportunity to make an impression.

The next call you make or receive, make it count. You don’t have a second chance to make a first impression.

The writer is an informatics specialist. [email protected]. @samwambugu2