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Hi my name is Niharika and welcome to our new lesson. How many times have you spoken to someone over the phone and thought that ‘;oh my god, this person is so unprofessional or so uninterested’. Well I’m sure many of times, isn’t it? Now make sure that others are not talking the same about you. Right? You think that phone skills are not important? You think it’s pretty easy to talk over the phone? Well let me tell you that effective phone skills are extremely important because it maintains a level of confidence with the other person that you are talking to. Well of course you are invisible to that person, isn’t it? So like a simple nod or a simple grin would not help, right? So it is essential to have these effective communication skills so that you speak right and people enjoy talking to you. So I’m gonna help you with couple of ways that would help you to talk right over the phone.
So the first trick that I have for you is, mention your name when you answer the call. Now it can be really disorienting for the caller if he doesn’t know whom he’s talking to, so it’s important for you to mention your name. And also make sure you have a nice happy friendly tone when you answer the call. Now this doesn’t mean that you overdo it, don’t sound really excited ‘oh hello, how are you?’ ok, that would be too much. Just have a nice friendly tone so that the person feels positive about talking to you. And this would get the conversation started off well.
The second trick that I have for you is speak clearly. Now it’s important for you to pronounce your words well. Of course please do avoid mumbling or talking too fast or gushing, ok? This will not help the caller to understand what you are saying. So it’s important for you to pronounce your words correctly. Also, there’s a possibility for the caller that maybe must be hard on hearing, or maybe doesn’t understand the language really well, so make sure you talk a little slowly, ok? And also raise your voice so that you’re a little more audible for the caller. Now raising your voice doesn’t mean you start screaming, ok? Just raise it a little so that you are audible enough. Right?
The third one that I have for you is use your words right. Now it doesn’t make sense if you are talking to your boss or talking to your grandmother and you use the teen language or you use slangs like you would go ‘hey what’s up, are you having fun, a hardcore fun?’ doesn’t make any sense, does it? Your boss or your grandmamma would think you are completely retarded. So make sure you use the right language the right words. If you are talking to someone professionally, please use the respectful and professional words. Right? You cannot end up using these slangs. So use your words right that fits the listener.
The forth one that I have for you is listen actively. Now what’s the point of having a conversation if you are not listening to the person, right? Well, if you are not listening to the person and you are not trying to understand what he’s saying, what are you gonna answer him? So it is important for you to listen carefully, understand, so that you can answer appropriately. Also, make sure that you acknowledge, let not the caller feel that he’s talking to a wall. Always acknowledge whenever you are listening to the person, right? To the caller, ok? And also please do not interrupt, interrupting people can be really really rude at times. So avoid interrupting too.
The fifth one that I have for you is use descriptive languages. Now of course, if you have to explain something to the caller, you need to brush up on your communication skills, isn’t it? So please do that, so that it helps the caller to understand what you are talking. For example, if you have to describe something, use, make use of examples, because you are invisible to him, right? So hand gestures would not work. So try giving examples, examples of some shape, some colors etc. imagine, this is the best way, imagine that you are on a radio, and you are the one talking and people are listening to you. That would kind of encourage you to sound a little more interesting, isn’t it? Like the way we listen to the radio, we can’t see the person who’s talking, but we really enjoy what they talk because the way they describe, the way they talk, is super fun, isn’t it? So that’s what you need to follow to, try to be a little more descriptive so that the caller understands and enjoys talking to you.
And the last one that I have for you is always keep pen and paper handy. Now there are times that you might just forget, you would get tongue-tied and you don’t know what to talk to the person, so it’s always best to keep a prompt sheet in front of you. Or you might also forget what the caller talk to you about, so it’s important for you to just note down things, that would help you to remember. Right? So if you follow all these ways, trust me people would love talking to you, and you would never have a hard time communicating with people over the phone. Right? Now that brings me to the end of this lesson, hope this lesson is useful for you to speak effectively and professionally over the phone.
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A video about how to speak effectively over phone.
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