How to effectively improve telephone communication skills? Everyone who enters the workplace will communicate with others by telephone. The success of communication depends on whether you have the skills of telephone communication. The following is how to effectively improve telephone communication skills.
How to effectively improve telephone communication skills 1 First of all, you must make a draft before making a phone call.
The significance of writing a good draft is to clarify the purpose of telephone communication, what kind of reaction the other party will have and how to deal with it. Of course, if you are experienced in the workplace or have strong adaptability, you don't have to memorize. In telephone communication, once the other party stops and gets stuck, it is usually difficult to achieve the expected effect.
For a simple example, a local customer wants to visit at home, and the superior leader asks you to confirm the time of the other party's visit. If you think it is really as simple as confirming the time, you will leave yourself a lot of trouble.
First of all, the purpose of this kind of telephone communication is not only to confirm the time, but how to make the customer complete the visit smoothly. Confirmation time is only part of it. If the other person comes by car, he will probably ask how to park on the phone. If you take the bus, it will ask which station is more convenient. Every call you make represents the image of the company, and making a draft will help you complete the telephone communication more effectively.
Second, don't call during the break.
Why did he answer your phone during the break? All telephone communication should be completed during working hours as far as possible, and no phone calls should be made during breaks, especially at noon. I seldom make phone calls during my lunch break unless there is an emergency. Many companies have the habit of taking a lunch break, even if the other party is not taking a lunch break, it may be eating lunch. In either case, it is a very bad environment for telephone communication.
Third, try to complete the telephone communication within five minutes.
Speaking in the workplace pays attention to efficiency. The longer the call time, the lower the efficiency. In short, everyone's time is precious, and the other party has a lot of things to do. If you want to waste your time, people may not want to. Therefore, try to be concise and express your demands correctly.
Fourth, the first sound is very important.
The standard first call should be: "Hello, this is xx from xx Company". Your voice is not unique. Don't let everyone know it's you as soon as they hear it. Anyway, the other party will ask, why not sign up at the beginning? After you talk a lot, the other person asks who you are. What you said earlier is tantamount to nothing.
Five, keep a happy mood
No one wants to accept negative energy, and everyone wants to work with people who are positive and sunny. If you are in a bad mood, please put your thoughts right before you call or answer the phone. After all, the telephone only relies on voice communication, and your bad mood will be transmitted to the other end through the telephone line. Even if you have normal demands, the other party will give you a discount.
Sixth, there must be a clear time limit.
When we express our demands on the phone, we may not always get a response from the other party. There will always be various reasons or emergencies, and there must be a clear time limit. If we can't meet our requirements immediately, when can we meet them? On the one hand, it gives the other party a sense of urgency, on the other hand, it also leaves a basis for us to track the progress.
Seven, make records.
It's better to remember if you don't write well *, and you should keep records of telephone communication, especially those that need to be followed up. After a long time, or when you are busy, you may not remember the content of the original telephone communication. Taking notes is a good habit.
Eight, politely hang up the phone.
It's rather impolite to hang up after you finish. When you finish the conversation, politely say "goodbye" or "that's it", which will show your self-restraint.
How to effectively improve the skills of telephone communication II. How to make a good impression on the phone?
Needless to say, the first five points, let's talk about the sixth point, which may also be a concern of many people, that is, how to leave a good impression on each other by phone! Here are some effective methods mentioned in the book:
As speakers, we can do the following things:
When you are on the phone, the other party can't see you, so you can use as much body language as you want.
Pay attention to what you say and what the other person says.
Express positive emotions with facial expressions. If you smile, your voice will smile.
Just relax。 Relax your muscles and breathe gently. The tightness of the body will be directly transmitted to the voice, leaving a bad impression on you.
Don't use technical terms (company jargon or technical terms), the other party may not understand.
Avoid cliches that are not what they seem. For example: "It's not that I don't respect you", "Between you and me", "To make a long story short" and so on.
Remember, your voice will rise involuntarily when you lie, especially when you are on the phone.
Call each other by "you", "you" or each other's name from time to time.
Turn some body language (nodding and questioning expressions) into practical words: "Yes", "Of course" and "I don't seem to understand the last point. Can you ... "
As listeners, we can do this:
Don't be absent-minded and don't answer the phone when you are doing other things. Put all your energy into "listening".
Try to eliminate external interference and turn a blind eye to people, things and things around you.
Internal interference should also be eliminated, and as soon as distractions appear, you should immediately pull yourself back.
Listen and take notes to keep yourself focused and alert. Write down your reaction and important information.
Control your emotions, which will affect your listening.
Make a "sound" from time to time to let the other person know that you are still listening. You can say this:
Say "understand", "well" and "really?" wait for
-Repeat the last sentence just said by the other person (but be careful, it will be annoying if it is too frequent)
This means that you understand what the other person means (for example, you think ...)
If you don't understand the meaning of the other party, or want the other party to explain in detail, you can start with the following statement:
-You said that. ...
-You mentioned it. ...
-You said it before ...
-You described it. ...
After retelling what the other person said, you can ask the following questions:
-Who?
-What?
-Where is it?
-When?
-Why?
-How?
This will give you a chance to get more detailed information.
In addition, there are some psychological skills that can help you achieve good telephone communication:
When you think you have heard some clues according to the other person's personality, feelings and mood, trust your intuition.
Relax and let your thoughts come naturally. Natural impressions are often the most in line with the facts.
Pay attention to all kinds of clues that can reveal each other's psychological state, such as hesitation and self-mockery.
"Respond" to your impression and check its correctness, for example, "So you think ..."
Use "expected feedback" to guide the conversation, that is, imagine how the other party will react to what you have to say, and then decide how to express it to achieve the desired result.
Why did you answer the complainant's phone?
We sometimes become someone else's emotional trash can, such as customer service, or your good friend wants to talk to you, so how should we answer such a call? The Bible of Communication gives excellent advice, which the author summarizes as 7 "remember" and 6 "don't".
Seven remember:
1, always offer help, don't wait for the other person to speak.
2. Always introduce yourself first and then ask the other person's name to make the whole conversation more intimate.
Always let the other person lose his temper and don't interrupt.
4. Always repeat each other's complaints in your own words to show that you take them seriously.
Always ask the other party to deal with all the complaints first, and then start to deal with them one by one.
6. Always show your understanding to the other party, but don't exaggerate. For example, "I can understand how disturbing this situation is."
7. Always sum up what help you can provide at the end and make sure the other party agrees. If you have any questions in the future, take the initiative to call the customer back, and don't risk provoking the customer twice.
Six "don't":
1, don't argue with each other when they are still angry.
2. Don't suggest or agree to a solution or take responsibility until you get all the information.
Don't make excuses, and don't try to win each other's sympathy. Don't blame the fault on a third party (the supplier has a problem) or special circumstances (everyone has a bad cold). This is your problem, not the customer's problem.
Don't take the customer's complaint as an attack on you personally. Stay objective and don't be provoked.
Don't imply that only the other party is dissatisfied, because the survey results show that only one in seven dissatisfied customers will call to complain.
6. Don't promise what you can't do within your authority. If necessary, discuss with the supervisor first, and then call the customer back.
Telephone communication is so important in modern business life, and bad telephone habits are so common, because each of us occasionally makes mistakes. However, few books on business communication will discuss telephone skills in more than one or two paragraphs. Therefore, the purpose of this chapter is to explain in detail how to communicate efficiently by telephone, so as to reduce all kinds of "losses".
How to effectively improve telephone communication skills 3 1 and keep smiling?
Speaking with a smile, the voice will also convey a very pleasant feeling, which will naturally become more affinity in the customer's ears, so that every phone can maintain the best texture and help you enter the other party's time and space.
2. The volume and speed should be coordinated.
When people meet, there will be a so-called "magnetic field". On the phone, of course, there is also a telephone magnetic field. Once the magnetic fields of business people and customers match, the conversation will be much smoother.
In order to understand the other party's telephone magnetic field, it is suggested to use moderate volume and speech speed at the beginning of the conversation, and then adjust your volume and speech speed after recognizing the other party's characteristics, so that customers feel that you are in step with him.
3. Identify the caller's image and enhance interaction.
From the tone of the other party, we can simply distinguish the image of the caller. People who speak fast are visual, people who speak moderately are auditory, and people who speak slowly are sensory. Business people can give each other "appropriate suggestions" after distinguishing the appearance.
4. That won't take up too much time. Explain it briefly.
"Can you wait for me for two minutes? In order to make the other party willing to continue this call, the most common method I use is to ask the other party to give me two minutes, and when the average person hears two minutes, the idea of "it's only two minutes anyway, just listen and watch" usually appears.
Actually, do you really only speak for two minutes? It depends on personal skill!
5. Tone and intonation should be consistent.
On the phone, the opening remarks are usually pronounced in Mandarin, but if the other party's response is Taiwanese, I will immediately switch to Taiwanese to talk to the other party. Sometimes alternating between China and Taiwan is also a way to close the distance between the two sides. The main purpose is to "stand in the same magnetic field with the other side".
6. Make good use of telephone opening remarks
A good opening speech can make the other person willing to talk to the business people more, so besides "delaying for two minutes", what to say next becomes very important. How to know each other's thoughts better? Ask: "What do you think of the recently launched investment products?" Open questions like this.