Psychology and Psychiatry

Phone conversation

Phone conversation in the age of progressive development of innovative technologies, it occupies almost a leading position in the used means of communicative interaction. Many serious problems or controversial issues are resolved through telephone interaction. With the help of telephone communication, you can conclude a profitable business agreement or permanently lose a serious client. That is why the acquisition of knowledge at least the basics of telephone etiquette is considered quite important today.

Proper communication through telephony needs to be learned. After all, the interviewer does not have the opportunity to see the speaker, and, consequently, the opportunity to contemplate the actions of the opponent is also not available. As a result, it is required to invest significantly more work in order to persuade a potential client either to convince something that even in the first second of the conversation he did not want to hang up, or to study the etiquette of telephone conversation. Today, the “good name” of not only the “negotiator”, but also the overall reputation of the organization often depends on the ability to talk and the ways of communicative interaction using telephony. Knowledge and practice of telephone etiquette form an enviable image of an organization in the business world, and guarantees the success of its enterprises.

Business communication by phone

The solution of various tasks and problematic issues of a production nature, the establishment of business contacts, the conclusion of transactions, the discussion of contracts or conditions of a company is called business communication. Business communications, in principle, are specific in themselves, therefore, business communication by telephone is a very complex and multi-faceted action, on which, often, the image and reputation of the entire company depends. Therefore, it is necessary to prepare for business communication by phone.

When communicating by phone with potential customers, it is necessary to clearly understand and take into account the company's desires and goals pursued by a person. If the need for a telephone business conversation is known in advance, then it is necessary to sketch out a small conversation plan, think over all possible variations of its course and ways to solve hypothetical problems. In accordance with the business telephone etiquette, the time of the conversation should be suitable not only for the representative of the company, but first of all, directly for the client. It is impossible to allow situations in which the interlocutor should distract from more important actions. Wrong timing of business communication over the phone can be a significant obstacle in establishing the right contact.

The culture of business communication by phone does not provide for the combination of direct communication with other occupations. Therefore, if there is a business conversation, it is necessary to postpone all other matters. Needless lengthy conversations are considered unacceptable.

Business communication by phone should not last more than five minutes. In addition, during the conversation on the phone should forget about facial expressions and gestures. Here they are not helpers.
Features of communication by phone consist in following to a number below the presented rules. Telephone business communication in most cases involves advance thorough preparation. Before taking time from the interlocutor, it is necessary to clearly understand the purpose of the conversation, determine its key directions and think over the content.

Psychologists have long established the fact that there is nothing more pleasant for humans than the sound of their own name. Therefore, during a telephone conversation, you always need to know the names of the communication partner or, at the beginning of the conversation, inquire about how best to contact him. In addition, you must remember all the dates, the cost of products, conditions, discounts, promotions and other information of production orientation. As mentioned above, in time business communication should not take more than five minutes, and preferably four. In addition, during the conversation should be replaced with a neutral greeting more informative. For example, you can start a dialogue with the presentation of the company and yourself.
Business communication on the phone should be carried out smoothly, avoiding raising voice or emotional outbursts. You can not interrupt the speaker. You should also practice active listening, so that the interlocutor knows that they are concentrating on him.

It is recommended to study and use in the conversation the methods of working with objections, if there is a likelihood of disagreement in the course of communication.

In a telephone conversation, almost half of the information is transmitted through timbre, intonation, tone of voice, used pauses.

After the completion of the conversation, it is necessary to analyze the style of its reference and content. It should be determined whether there were any errors in the conversation, to understand the impressions left after the conversation.

Etiquette of communication by phone helps save time, improve the quality of conversations and reduce the percentage of unsuccessful negotiations with customers.

Rules of communication by phone

Telephone communication, as well as other types of interaction, is characterized by certain techniques and rules of conducting a conversation, the knowledge of which can help. In cases where, by the nature of the professional activity, the telephone turns into a “right hand” for an employee, you can make an ally out of him by studying the rules of a telephone conversation.

A business phone culture should be a natural demeanor. A fundamental part of any telephone communication is advance preparation for it. Therefore, the conversation needs to be thought out almost to the phrases not only from the “negotiator”, but also to work out possible objections of the interlocutor. In other words, you should create a brief script of the intended conversation, which includes: plan, general content, successful phrases and various speech modules. Such a script should lie before the eyes in the course of communication.

If the conversation involves familiarizing the client with information about current discounts, services, rates, conditions, etc., then you should always keep all the necessary documents at hand. Since the interlocutor can ask questions and not receive an answer to one of them, he may have a general unfavorable opinion about the company. In addition, the client card should also be on hand, if there is one. In the absence of such a card, you should start it.

After the completion of the general part of the conversation, it is necessary to summarize. It should, using pauses, clearly repeat key information. For example, if an employee reports to a client about a seminar that the company plans to conduct, it is necessary to repeat the topic, venue, time.

Rules of communication on the phone should be the natural style of the conversation. To complete the conversation should be positive. When building a conversation, it is necessary to understand that the main impression lies in the two signals that the interlocutor's brain receives at the beginning of the conversation and at the end. That is, the integrity of impressions defines in the narrow sense a greeting and a final phrase. Therefore, they should be thought out depending on the feelings that are planned to cause the client.

The rate of speech always depends solely on the opponent. If the interlocutor speaks too quickly, you should increase the pace of his own speech, and vice versa. By adjusting to the client, the negotiator thus creates the most comfortable conditions for him that the client will certainly appreciate.

Communication with the client by phone

The basis of the communicative culture is the generally accepted moral precepts for communication, which are inseparably linked with the recognition of the value and individuality of each person.

It is from the first general impression that the outcome of the conversation will depend, and whether the hypothetical customer will acquire the service or the product or not. The effectiveness of business communications through telephony, in the first turn, depends on the emotional mood of the interlocutor and his well-being at a particular moment. This should always be considered when communicating with the client by phone.

Features of communication with the client when he calls the company. Often, customers call their own companies in two cases: there is a problem or there is a need for information. And in that and in another case, in order not to lose the client, one should try to satisfy his needs to the maximum. So, picking up the phone, you must, first of all, say hello, call the company and introduce yourself. This should be done unobtrusively and clearly, so that the caller could make out every word. The next step will be to find out how to contact the client and what is the essence of the problem issue. At this stage, you should listen carefully to the interlocutor, it is better to take notes during the conversation so that you do not miss anything. Otherwise, the client may decide that he is not respected, and his question is treated superficially.

After the interviewee has described the problem, you should ask clarifying questions. As often clients themselves may not give an account of what exactly they are interested in or what the problem is. Therefore, it is necessary to concentrate the conversation on the result (that is, what the interlocutor ultimately wants). Now, having all the necessary information related to customer requests, you should make him a profitable offer. Then you can arrange a meeting if it is necessary. The final stage of communication with the client on the phone is a brief summary of the conversation. In other words, you should clearly repeat all points of agreement with the client. The main thing is not to blunder. After all, this is the basic information taken from the dialogue with the client.