Receiving a Telephone Call

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More people worry about receiving a telephone call more than making one, and it is obvious why they feel this way.  Little time to prepare, a sudden demand upon their English skills, other demands upon their time at that moment etc.

This Podcast follows on from ‘Staying in Control’ podcast on making telephone calls and will give guidance on how to approach a received call whilst remaining professional and effective. Telephone survival phrases are commonly taught, but unfortunately what is not taught, is how to remain effective and professional even while using them. This podcast addresses this terrible defect.

I am often surprised when I speak to clients about which particular professional skill they find most nerve racking.  Usually I think they are going to say presenting or negotiating, and often they do.  However, the vast majority of people who work in companies are not often asked to negotiate or to do a presentation for the company, but almost everyone is asked to make telephone calls.  And like I said with the ‘Staying in Control’ podcast of a few months back, where I looked at how to make a telephone call, I am surprised at the lack of training that is given on this particular business skill.

One of the reasons why there is a lack of training is because employers believe that you can make a telephone call.  And of course you can, because in your private life you are able to make a telephone call.  But like many private life skills telephoning, e-mailing, bringing those skills into the professional world causes some difficulties.  So when my clients say to me Mark, receiving a telephone call is something which I really don’t like, they hear their telephone ring, they see the number coming up and it’s a foreign number, they know they are going to be asked to speak in English and they have a great deal of fear about this.

So that’s why I want to address this particular issue today and I have three points.

 

Why Receiving Calls is Thought to be more Difficult

  • Not in Control
    • Partly a Mindset because the Structure is similar.
    • The Same Person You Spoke to Yesterday
    • Survival Expressions
  • What Are The survival Expressions
    • “Sorry John, but may I call you back in 30 mins”
    • “Could You Send me an Email and I Will Reply This Afternoon?”
  • Respect Your Commitment or next time the Caller will Refuse !
    • ‘Please could you speak a little slower, thank you’

 

The Five Stages ‘You are in Control’

  • Greet and then Identifying Yourself
    • Good morning. This is Mark Olding
  • Caller asks to Speak to you or to Someone Else
    • Yes, hello.
    • I am afraid he is not here at the moment, could I help?
  • Start with Small Talk
    • How are you?
    • KNOW THY PEOPLE = know what to ask.
  • Caller Explains the Purpose of the Call
    • I am calling about the presentation
    • Could you tell me what you thought of it?
  • End the Call hopefully with Action Points
    • So I will organise the meeting for tomorrow
    • Thanks. Goodbye

 

The Transition from Small Talk to Business

  • Start with Small Talk
  • How are you?
  • KNOW THY PEOPLE = know what to ask.

So, how may I help you?

  • Caller explains the Purpose of the Call
  • I am calling about the presentation
  • Could you tell me what you thought of it?

 

 

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