Business communication by phone

In our progressive age, communicative interaction occupies a dominant position. Most of the difficult questions and problems can be solved through telephone conversations. Thanks to communication through this means of communication, people are able to conclude the most advantageous agreement or, in the case of a 'wrong scenario', completely lose an important client. That is why every literate man is obliged to master the basics of telephone etiquette. What is business communication by phone, and how to conduct it correctly is the topic of our today's article.

Any of us should learn how to negotiate correctly, since the person conducting the conversation has no way to see the opponent and his actions. Bending a potential client in your direction so that he does not have the desire to hang up in the first minutes of the conversation takes a lot of effort. The reputation of a person and the organization he represents depends on the ability to conduct telephone conversations.

The reputation of a person and the company he represents depends on the ability to conduct telephone conversations.

Preparing for the upcoming conversation

Before a serious phone call, you should carefully prepare for it as follows:

1. Tune in morally.
2. Formulate, and it is better to write down the goal, plan and main questions of the upcoming conversation on paper, which will always lie before you during the negotiations.
3. Be sure to prepare all materials that may be useful during telephone conversations.
4. You need to distance yourself from negativity and personal problems even before starting a conversation, since the voice can betray an aggressive attitude, which the client often takes personally.
5. Time for negotiations must be chosen so that it is convenient for both you and the interlocutor. If you are planning a call to a business partner, try to negotiate a convenient time with him in advance.

Fundamentals of Business Phone Communication

When making a call, first of all, it is worth introducing yourself and letting you know for what purpose you are calling. In this case, you must choose a friendly tone. A telephone conversation should take place without long pauses, it should be energetic and concise.

In business communication, try to maintain a friendly tone.

You cannot exert psychological pressure in the negotiation process, since in this case it is unlikely that you will be able to win the favor of a potential client in this way. Try not to ask the wrong questions. In the event that a telephone call is international or long-distance, you must ensure that it lasts no more than six minutes. All business proposals and requirements must be supported by arguments. Questions should be answered truthfully and concisely. It is better to outline the conversation plan on paper in advance.

At the end of the conversation, be sure to say again all the agreements that you came to during the conversation. Since you initiated the call, the end of the conversation should also come from you, except when the interlocutor is older in position.

When at the end of the negotiations you give a promise to call back, try not to delay it and make a second call within 24 hours. Be sure to keep in mind that you cannot dial partners to your home number.

In a situation when, having called, you do not find your partner at the workplace, specify the convenient time to call him back, and do not ask where he is now. From the point of view of business ethics, this is incorrect.

How to behave if they call you

How to behave if they call you

Follow these rules of business etiquette:

• Try to pick up the phone after the third ring at the most.
• When answering from the workplace, you must greet the person, announce the name of the company, and then introduce yourself.
• If the caller does not introduce himself, politely ask him to give his name. For example, phrases would be appropriate here: 'I would like to know who I am talking to', 'Could you introduce yourself?' or 'Excuse me, how can I contact you?'.
• You should answer the questions of the interlocutor as quickly as possible, look for phone numbers that can be useful during negotiations.
• If you get a call during lunchtime, ask someone else to answer so you don't answer with a full mouth.
• The caller will have to end the conversation, if the initiative comes from you, the act will look unethical.

What mistakes are made during a telephone conversation

Numerous studies that have been conducted among business people have indicated that about 56% of calls are made without welcome phrases. Explaining the reason for not saying greetings, the businessmen said that it goes without saying, and they also can't say hello many times during the day. It is important to remember here that there is nothing in speech communication, which goes without saying, and therefore each phrase must be voiced.

In no case should you interrupt the interlocutor halfway through the conversation – give him the opportunity to express the thought to the end. It is necessary to pronounce words clearly, as well as to monitor the tone of speech and its volume. A pause should be observed between questions to give the interlocutor the right to answer.

Try not to give vent to negative emotions.

Negative emotions should not be given free rein, as this can offend the business partner.

What is not recommended when calling your company

• Do not pick up the phone for a very long time.
• At the beginning of a conversation, you cannot pronounce the words: 'say', 'yes', 'hello'. Unless it's an old friend of yours.
• Have several conversations at the same time.
• Leave your phone unattended even for a few minutes.
• Use scraps of paper for notes, which are easy to lose later.
• Hand over the phone to colleagues many times.

If you speak with an accent, try to pronounce the phrases as clearly as possible. Never put your hand on the receiver to comment on the conversation with colleagues, as the interlocutor can hear everything. This will put you in an awkward situation.

In the case when the interlocutor voices a complaint to you, you cannot tell him that this mistake is not yours, or this issue is not in your competence. Such a response can negatively affect the organization's reputation and will not help in solving problems. If it is your fault, be sure to apologize and try to fix the problem as quickly as possible.

It is not recommended to have several phone calls at once

There are some phrases to avoid:

• 'I dont know'.
• “We can't work it out.”
• 'You must'.
• 'I'll be back in a second.'

It is better to replace these answers with neutral ones, which will be more loyal and will not spoil the company's reputation. When you are not able to give an exact answer, it is better to say that you will try to clarify the information and call back. Use phrases like this:

• “I will clarify the information and call you back immediately.”
• “We will try to resolve the issue.”

By maintaining a culture of business communication on the phone, you will be able to prove yourself from the best side and confirm the positive image of the company in which you work.