High-Achieving Women's Blogazine

Proper telephone etiquette is more important than ever in today’s business environment. Proper phone techniques can make or break business deals or  personal relationships.  When talking with people face to face, there are natural and logical times to end a conversation.  On the telephone, however, we don’t have the visual cues that play a major role in how to end a conversation which is why we struggle for a smooth exit over the phone.

So here is what you can do to have a smooth transition.  You want the other party to feel that the conversation has come to a natural conclusion.  Plan ahead and make time for this transition.  It’s important to never hesitate.  Hesitation creates awkwardness and discomfort for both parties. Don’t forget to be professional, pleasant and friendly as you conclude a conversation. 

A great way to end the conversation is to summarize the call and focus on the conclusion by going over key points or steps that must be taken.  Reiterate each person’s responsibilities and always let the other person hang up first.

Also don’t forget to end the call on a positive note by thanking the other person for their time and express an interest in speaking with them again (if appropriate). If not, just let them know you appreciated speaking them and then end the call. A gracious good bye leaves the door open for further communication and in this day of mergers, acquisitions, partnership and joint ventures you never know with who you will be doing business with in the future, so burning any bridges (or telephone lines) would be unwise. Remember, in this global marketplace, some of the most powerful business relationships have been between people who have never seen each other, but because of a positive phone conversation, they have built a lasting professional or business relationship.

Did you know that most Americans speak at a rate of 180 words per minute and listen at a rate of 600 words per minute?  It’s easy to understand why our minds get bored waiting for someone to make a point. You can keep your mind focused on what someone says by doing the following:

• Take notes – this necessitates a slower listening speed and allow you to concentrate on what the person is saying.
• Ask questions – this is an effective technique for slowing the listening speed.  When combined with taking notes, it allows you to ask relevant questions which greatly enhance your ability to communicate effectively.
• Provide continual feedback – it means summarizing or paraphrasing key points the person made and it will trigger you to reference your notes.

Good listening skills involve not only hearing, but understanding, assimilating and giving feedback.  The common pitfalls of poor listeners are:

• Impatience
• Mental distractions
• Trying to do two things at once
• Making assumptions

In the Corporate world, good listening skills make workers more productive. The ability to listen carefully will allow you to better understand assignments and what is expected of you while building rapport with co-workers, your boss and clients. Here are 3 tips to be a better listener:

1. Exercise your listening muscles. Challenge yourself by listening to difficult material and by learning the meaning to new words. A steady diet of easy listening will not prepare you for difficult listening situations.
2. Focus on main points and key ideas. The best listeners focus on ideas rather than just the facts and details.
3. Follow the “Golden Rule.” Treat others the way you want to be treated. Ask, “How would I want others to listen to me?” That’s the way to be a good listener.

I hope that these points will help you become a better listener.  Good listening skills lead to better communication skills which are the stepping stone to effective leadership skills.

Hello Markerters: Did You Know That…….  One of the best ways to get the word out about your company is to collect testimonials from your customers.  You can do this by sending them a short follow-up questionnaire whereby they can write their comments or you can call them on the phone.  Be sure to ask their permission to use their comments in your marketing materials. Keep your testimonials with you so that you can show a potential prospect at the appropriate time.  Collecting testimonials is also a good way to do some on-the-spot marketing research.  You will be surprised with the amount of information you can get through this feed-back process and it provides the means  for you to keep in touch with your customer base.  Here is a great lead-in “just calling for a ‘testimonial update’ — this is a great way to stay connected with your clients.    Today’s Listening/Comunication Tip: Stay Focused — Focus on the main points that your client or prospect is talking about. It’s ok to ask questions to clarify what you thought you heard.

Greetings Fellow Markerters! Here is my list of marketing tips for today: 1. Don’t just network – begin to build relationships – send e-mails and stay in touch. 2. Make sure your ad answers every client/customer #1 question: What’s in it for me? 3. Give a gift of small token to your best customers (remember them during holidays and their birthday). 4. Personalize your fax cover sheet – make life easy by adding for example “To order, sign here and fax back.” 5. Communicate with your customers even when you are not trying to sell them something (great way to build     relationships).    Hey Markerters —- Send me your comments – so I can expand this list!