MatchBridge

Making the Call | The Importance of Phone Skills

Understanding telephone etiquette is one of the more underestimated professional skills. Despite the growing popularity of electronic communications, one should never disregard the importance of a solid phone call. MatchBridge recommends remembering the three C’s.

Be clear. Why you are calling? Are you setting up an appointment? Checking up on the status of your application? Rescheduling due to an unforeseen circumstance? Think of why you are calling and be prepared to get this message across. Rehearse ahead of time so that you don’t forget anything and that you can communicate clearly when you need to.

Be confident. Studies show that 87% of the listener’s first impression will be based on your tone alone. This is yet another reason to rehearse ahead of time. If you have the content of your call ready beforehand, you will sound more confident when you deliver your message. You will know why you are calling and what you require. Preparation is the keystone to expressing confidence.

Be concise. Get your message out in as few words as possible. Remember the four W’s: who, what, when, and where. This is especially important if you are leaving a message. For example, if you are leaving a message to check on the status of your application with an employer remember to state who you are, ask what the status of your application is, let them know when you submitted your application, and where they can call to get a hold of you.

Lastly, if you are looking for a job, remember to make sure your voice mail greeting message is professional and brief. Answer unknown numbers politely and only when you are available to talk, just in case it is an employer. Otherwise, allow the call to go to voice mail and call back during regular business hours.
Keep these tips in mind and always practice your calls before you make them. Adequate preparation is frequently the key to success and first impressions go a long way whether they are in-person or over the phone.