When communicating face-to-face, non verbal cues such as facial expressions or body language serve an important function of providing instantaneous visual feedback to the speaker. This feedback allows the speaker to gauge how the audience is processing what is being spoken to them. For example, a nod communicates acknowledgment or agreement, while a slight tilt of the head signals curiosity or questioning, whereas crossed arms convey disagreement. These non verbal cues allow both individuals or parties engaged in a conversation to act and react accordingly to each other, in order to keep the communication effective.
Unfortunately, a significant amount of communicating at work must happen over the phone, where the exchange of non verbal feedback becomes no longer available. And consequently, keeping your communication effective and efficient can become a challenge. If you are speaking to a co-worker with whom you already have a well-established work relationship, it may not be as much of a concern. But what about situations where you are speaking to a client for the first time, or you are trying to impress the manager? How about phone interviews for a new job? These are cases when you want to make sure that your communication skills shine through. Given the disadvantage that comes with speaking over the phone, here are four practical tips to keep your communication smooth and effective:
1. Think through the discussion/conversation before you start
Effective communication starts before you pick up the telephone. Make sure you have your main thoughts organized and prepare how you will articulate them. While you are at it, try to think of key words or phrases that will emphasize the messages you want to communicate. You can also think through the possible ways in which the listener may respond and where the conversation may go. This will allow you to respond back promptly with thoughtful replies. If there are specific details involved in the conversation, make sure to have them ready. And lastly, feel free to prepare notes and use them as cheat sheets.
2. Use topic sentences
One challenge in communicating over the phone is not knowing how much information is going to be communicated each time someone speaks. In some bad cases, it can turn listening into a test of patience. One effective way to keep your listener from tuning out or interrupting you impatiently is to use ‘topic sentences’ before your ‘paragraphs.’ By starting out with good topic sentences that outline the explanations and details that will follow, you are mentally alerting your listener to prepare for what they are about to hear. Not only do topic sentences serve an important role of being the ‘road signs’ throughout the conversation, but also keep your audience alert and engaged in their listening. If you know you have multiple points you want to make, make sure you state them too.
Here are some examples: “Alex, that is a great point. I have two thoughts in response to what you just said.” Or, “Jane, great question. I think this project will have three phases.”
See how starting your speech with sentences like these prepares the listener to to track with you point by point? And for you as a speaker, it keeps the communicating focused and organized.
3. Solicit frequent feedback
What do you do when you don’t get your automatic feedback such as a nod or a head shake? You ask for it. Make sure that your listener is tracking with you by asking them questions such as “does that make sense?” or “what do you think?” Again, it keeps your listener engaged, and it also provides appropriate breaks throughout the conversation for each party to process and internalize what has been shared. It is important to solicit for this kind of feedback, because it’s all you have to use as a basis of appropriate responses and reactions. Think of it as your speedometer while driving, allowing you to know how to adjust your speed to keep it in line with the speed limit and the traffic.
4. Listen
Communication is a two way street of both speaking and listening, and contrary to what many people may think, both aspects require equal amounts of active participation. Good listening starts with leaving room for your audience to speak and respond. Be patient. Don’t interrupt, even if you think of something very important to say. Listen for key sentences and phrases. Be engaged and take notes on specific details so you don’t forget. Whenever possible, provide mini feedback such as ‘right’ or ‘yes, I agree’ to let the speaker know that you are tracking. And when it is your turn to speak again, briefly summarize his or her point before jumping into yours. The speaker will appreciate your ability and willingness to listen, and reciprocate the same way when it is your turn to speak.
How are you doing?
How are your communication skills over the phone? Are you aware of the ways in which you approach your phone conversations differently from face-to-face talks? Keep these four tips in mind next time you grab the telephone at work, and take note of how you can continue to hone your communication skills.
