Make the Connection: Improve Your Communication at Work and at Home

60. Speak Slowly, Clearly When Leaving a Message

out by 10:00 a.m. Can we catch up later over a cup of coffee?” Your objective is to communicate to Jane that while work comes first,being social is still important.It’s all about balance. • Consider what happens if you aren’t up-front with Jane. She’s telling you about her weekend while you’re half listening and getting angry with her for keeping you from getting the Jones memo done on time. You’re saying things like “uh-ha” and doing the occasional obligatory head nodding, but there is no connection. What’s worse is the Jones memo will suffer and later on you’ll blame Jane and be angry at yourself for not handling the situation more effectively. • Let’s talk telephones. You are in the middle of composing the Jones report while the phone keeps ringing. Why not try putting your phone on “do not disturb.” The other option is to more effectively use Caller ID. Unless it is absolutely critical that you take that call right then, don’t take the call. Just get the message and call back when you are in a clearer frame of mind. • And what about electronic interruptions? E-mails constantly pouring into your mailbox. Rarely is it a matter that needs to be addressed immediately. Therefore, once again prioritize what needs to be done and don’t get caught up in the desire to always have an empty electronic in-box. As we all know, the messages will still be there tomorrow. Chapter 60 SPEAK SLOWLY, CLEARLY WHEN LEA VING A MESSAGE Acouple weeks ago, I got a telephone message from a producer at a radio station requesting an interview regarding a column I had written . The problem was, as I listened to the recording, I couldn’t make out the name of the producer. I must have played the tape ten times. The only At Work 125 thing I could make out was that her name sounded like “three-fifty.” In fact, I had a colleague listen to the tape and she said it sounded like “three-fifty.”I don’t want to embarrass the producer by actually publishing her name, but I assure you it wasn’t “three-fifty.” My point is, it is amazing how many people don’t know how to communicate effectively over the telephone. They either talk too fast, gargle their words, or speak so softly that you can’t even hear them. Another ineffective circumstance is when someone calls me for business or, worse yet, a personal call, on speakerphone. Why can’t they talk to me through the receiver? These are just some of the communication faux pas people make over the telephone. Consider the following tips next time you are on the phone for business or pleasure: 1. It is always a good idea to ask people if it is okay for you to speak to them on speakerphone. Next, tell them who else is in the room. Also, when trying to negotiate or finalize an important business deal, never, and I mean never, do it over the speakerphone. It sends the wrong message. 2. When it comes to leaving voice messages, speak in a clear fashion. Slow down your rate of speech and actually think about what you want to say before you say it. In addition, keep your phone messages short and to the point. 3. It is also important to use simple, easy to understand English when leaving a message. Don’t introduce any technical or complicated names of programs or services that will be unfamiliar to the receiver. 4. Another tool that helps me is to jot down a few bullet points on a Post-it Note before I place a business call. This serves as an outline and a reminder during a phone conversation as to the purpose of my call. 5. When in a phone conversation, be an attentive and active listener . Just as in face-to-face conversation, no one likes to be interrupted while they are talking. 6. Great listening isn’t solely about being silent.Great telephone communicators ask good, open-ended follow-ups such as “tell me more” or “do you have an example of that?” 126 MAKE THE CONNECTION 7. When you place your business calls is also critical. The best times I found are between 9 and 11:30 a.m. and between...