| One of the things that most impacts people's | | | | paper at your desk. Stop what you are doing and pay |
| productivity is not being able to focus on completing | | | | attention, or tell the caller you'll call back later if it's not a |
| one task at a time - we are so overloaded with tasks | | | | convenient time.Relax. Speak as though the caller is |
| and interruptions that it requires great discipline to avoid | | | | sitting across the table from you and speak in your |
| spending the entire day responding to other people's | | | | usual face-to-face conversational style, rather than in a |
| agendas. Telephone calls, both making and receiving | | | | special 'telephone voice'.Smile. It is a proven fact that a |
| them, are one of the greatest disruptions to the flow | | | | smile can be 'heard' on the other end of the phone. |
| of the day and to our ability to concentrate on the task | | | | Your callers will appreciate your friendly |
| at hand. And the use of mobile phones, while a great | | | | approach.Stand up. Especially if it's an important call or |
| asset to our business and personal lives, requires a | | | | one you are nervous about, stand up. When you do, it |
| whole new set of communication skills as well as | | | | allows more air to circulate through your lungs, your |
| business and social etiquette. By managing how and | | | | voice will sound more relaxed and maintain an even |
| when we make and receive calls we can not only | | | | tone which can also give you an 'air of authority'.Keep |
| make better use of our time but make a better | | | | it short. You'd be surprised how much time is wasted |
| impression on the person at the other end of the line, | | | | on the phone. There's nothing wrong with politely |
| too.Outgoing CallsMake a time. Allocate a specific time | | | | managing the conversation, get straight to the point, for |
| or times to make your outgoing calls, including return | | | | example: "Hi Bob, what can I do for you |
| calls to people who have left messages for you. This | | | | today?"Thanks for calling. Always end by thanking |
| way you won't disrupt yourself mid-task to make a call | | | | your caller for calling.Mobile callsLeave a message. |
| you just remembered you need to make - simply | | | | Provide message bank for your callers. There's nothing |
| make a note of it and call during the allocated times. | | | | more frustrating than trying to contact someone who |
| You'll also be better able to focus on the conversation | | | | does not have the courtesy to provide the facility to |
| and the needs of the person you are calling when you | | | | leave a message when they are unavailable. In your |
| are focused on the call, rather than trying to fit it in | | | | recorded message let callers know when they can |
| while you're concentrating on something else.Think | | | | expect to hear from you, for example: "Please leave a |
| before you speak. Think about the call before you | | | | message and I will return your call within 24 hours". |
| make it - know the reasons why you are calling and | | | | Taylor make your messages according to your travel |
| what you want to come out of the conversation. Also, | | | | plans or holidays to notify callers when you will be |
| think about the timing from the point of view of the | | | | returning.If you call a mobile phone are diverted to |
| person you are calling - consider whether you are | | | | message bank - leave a message. The person you |
| calling them at a time when you know they'll be trying | | | | are trying to reach may only be available to check |
| to get out the door, or when they're likely to be busiest | | | | their messages and return calls at a certain time, if you |
| in their own business, and schedule your calls at | | | | don't leave a message they won't be able to call or |
| appropriate times.Clear your desk. Clear everything | | | | SMS you and you'll become frustrated at not being |
| from your desk that does not relate to the person you | | | | able to contact them.Clear your messages. Clear your |
| are calling to avoid becoming distracted or tempted to | | | | message bank regularly and make return calls or send |
| do two things at once. Make sure you have any | | | | SMSs to people who have left messages for you |
| previous correspondence or materials that you'll need | | | | within an appropriate period of time.Turn if off. There |
| to refer to on hand.Identify yourself. Unless you are | | | | must be a lot of people who don't realise that mobile |
| absolutely certain that the person answering your call | | | | phones have 'off' buttons! Switching off your mobile at |
| will know who you are and where you are from, | | | | certain times is a demonstration of courtesy and |
| identify yourself clearly at the beginning of the | | | | respect for the people you are with or the place you |
| conversation. If you are contacting the person for the | | | | are in. In meetings and seminars, at meals, in church, at |
| first time it can also be useful to give them a context - | | | | the theatre, movies or other public places - turn it off. |
| it will save both of you any embarrassment and allow | | | | Your callers will be able to leave you a message and |
| the person you are calling to focus on what it is you | | | | you can return the call at a more appropriate time.Do it |
| are saying, rather than wondering who you are, for | | | | in the lift. Get into the habit of turning your phone to |
| example: "Good morning Simone, this is Neen James | | | | silent mode or switching off your phone in the lift on |
| from Neen James Communications calling; you might | | | | your way to a meeting, and switching it back on to |
| recall we met at Jennifer's book launch last | | | | check your messages in the lift on the way out of the |
| week?"When you say 'this is' before stating your | | | | meeting. This simple ritual will save you the |
| name it alerts your caller that you are about to say | | | | embarrassment of your phone ringing during an |
| your name which makes it easier for them to take | | | | important meeting. If you are expecting a call that you |
| note, especially if they don't know you. Take the time | | | | absolutely must take, explain that you are waiting for |
| to enunciate clearly - there's nothing worse than when | | | | the call and may need to be excused when it comes |
| someone speaks too quickly or mumbles and you | | | | through. Switch your phone to silent and discretely exit |
| have to ask again, 'Sorry, who's speaking?'Is this a | | | | the room to take the call when it comes.Keep it short. |
| good time? Another essential phone call opener is to | | | | Many people are uncomfortable with lengthy mobile |
| enquire whether you are calling at a convenient time. | | | | phone conversations for a number of reasons - health, |
| Many people will answer the phone at even the most | | | | privacy and cost among them - so keep it short and |
| inconvenient times, which usually results in their feeling | | | | to the point.Can you talk right now? If you are making |
| annoyed at you! So ask: "Good morning Simone, this is | | | | the call, acknowledge that the person you are calling |
| Neen James from Neen James Communications | | | | could be with other people, on the bus, train or driving, |
| calling; you might recall we met at Jennifer's book | | | | or somewhere where they can't hear you properly or |
| launch last week? I thought I'd give you a call to further | | | | speak loudly - always ask: "Can you talk right now?" |
| discuss that project we were talking about - is now a | | | | before launching into your conversation.Consider the |
| convenient time for you?"Leave a detailed message. If | | | | time. Be considerate about time and, unless there is |
| you don't get through to the person you are calling, | | | | good reason, don't contact people on their mobile |
| leave a detailed message - whether by voicemail or | | | | number outside of business hours.Who else is there? If |
| with the person who does answer the phone. Make | | | | you answer a call while you're in your car, let the caller |
| sure you include the time and date you called, a brief | | | | know you're driving. If you are on speakerphone and |
| mention of what you are calling about and how and | | | | there's a passenger with you, let your caller know |
| when they can contact you. If you are going to be | | | | who's with you to avoid any embarrassing situations |
| difficult to catch or have scheduled some time during | | | | and ensure confidentiality.First things first. Always be |
| which you won't be taking phone calls yourself, by | | | | professional and considerate. If you decide to take |
| leaving a contact time you can avoid a frustrating | | | | calls when you are with other people, excuse yourself |
| game of 'phone tag'.Incoming CallsAnswer? Decide | | | | and leave the room but remember the people you are |
| whether to answer the call or to let it go through to | | | | with may feel less important than your caller. Use |
| voicemail. This is not about avoiding people but about | | | | message bank, silent mode or just switch it off until |
| ensuring that you don't answer a call (if you don't have | | | | you are available again.Hang up and lock up. We've all |
| to) when you know you're not able to give your full | | | | heard horror stories of mobile phones not properly |
| attention to the caller. If you're in the middle of | | | | hung up or keypads not locked and the last number |
| something and you don't wish to be interrupted, it's | | | | called being accidentally dialed - the person |
| more polite to allow the caller to leave you a message | | | | inadvertently called is privy to your conversation |
| and make a return call when the timing is | | | | without you being aware that they are on the line. |
| better.Introduce yourself. Answer the call by introducing | | | | Ensure your phone is hung up properly and use the |
| yourself clearly: "Good morning, Neen James | | | | keypad lock facility to avoid potential disasters!Neen is |
| Communicaitons, this is Neen James speaking", this | | | | a Global Productivity Expert: by looking at how they |
| identifies you and your business to your caller.Pay | | | | spend their time and energy - and where they focus |
| attention. If you've decided to answer the call, and then | | | | their attention - Neen helps people to rocket-charge |
| decided to carry on with the conversation rather than | | | | their productivity and performance. A dynamic |
| asking to return the call at a more convenient time - do | | | | speaker, author and corporate trainer, Neen |
| your caller the courtesy of paying attention. Disinterest | | | | demonstrates how boosting your productivity can help |
| or lack of attention can very easily be heard in your | | | | you achieve amazing things. With her unique voice, |
| voice - as can the typing that you continue to do while | | | | sense of fun and uncommon common-sense, Neen |
| making all the right 'aha' sounds and the shuffling of | | | | delivers a powerful lesson in productivity. |