Listening needs to be continuous.

Everyone knows listening is a critical skill for people who do business over the phone. What is important to remember is that listening needs to be continuous. We must listen attentively before, during and after we finish talking.

Before:
Listening before responding requires that we pay attention to the emotion we hear in the client’s voice as they begin to speak. Do they sound annoyed? (Maybe you have interrupted them at a busy time). Do they sound frustrated? (Perhaps, the product has not been delivered when promised, and a delay is costly). Do they sound friendly? (They are eager to talk to you). Listening to how the person sounds will help you to frame your responses in the appropriate manner.

During:
If you have sensed any emotion in the caller’s tone, you should begin your response with an acknowledgement or an alignment statement. For example, “It sounds like this delay has really created some problems.” OR “It sounds like I am interrupting. When might, be a better time for us to review this contract?” After your alignment statement, your response should be clearly stated. It should not be buried in too many words. Filler words should be eliminated.

After:
After you have finished talking, you should listen carefully to the person’s verbal and non-verbal comments. For example, if you hear sighing or any similar sounds or if the person interrupts, you should be aware that things are escalating. Your explanation may have been too technical or unclear. You need to re-explain using other words or analogies to facilitate understanding. On the other hand, if you hear, “um hum,” or “ok” the person is agreeing or at least, following your reasoning.

Listening attentively requires work. Just because you have two ears, you may not be a good listener. Customers have choices today, and when you are on the phone, there are no visual cues to suggest you care. They need to get a sense you are truly listening. If you listen before you speak, while you are speaking, and after you finish talking, you will make a positive impression.

Question: We’re interested in your reaction to this article.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

How to keep virtual meeting attendees from being distracted or multi-tasking.

Virtual meetings are a perfect storm. Since attendees know they are not seen, they are often tempted to do additional things. People check email and voice mail. Some even let the dog out or do laundry! If you are the host, multi-tasking attendees are not what you want. So how do you keep people engaged?

1. Sound energetic. Your voice is the best way to coral your listeners. If you sound enthusiastic, sincere or eager, listeners are more apt to stay attentive. On the other hand, you invite trouble with a monotone. A voice that is compelling has highs and lows or what is called vocal variety. Words are emphasized in each sentence so that people know what is important. To maximize the impact of your voice, pay attention to your posture, gestures and expression. Standing up, for example, starts to get the body in motion. Adding gestures and smiling will continue to magnify the energy.
2. Begin with a strong opening statement. People make instantaneous decisions. In those first few minutes, people decide whether your meeting is important. Begin by acknowledging the purpose of the meeting, why it is important, how they will benefit and what you need from them. This overview sets the stage. Choose your words carefully. Use strong nouns, verbs and adjectives. Without grabbing attention as you open, it is doubtful you will prevent people from doing other tasks.
3. Add personal stories, examples and analogies and even humor. As the host, it is your responsibility to keep people’s attention from start to finish. If you are boring or droning on about something, listeners will tune out. Make a business point stand out with a personal story. Help non-technical audiences understand by citing examples or using analogies. Add a touch of humor and you will be someone people will enjoy versus tolerate.
4. Ask meaningful questions. When you are the host, it is important to consider the quality of your questions. Remind yourself to ask at least one riveting or thought-provoking question for every key point. For example, questions that might stir a lot of discussion are “What are the risks that we need to avoid?” or “How will we measure success?” Try to get interaction from everyone. If you haven’t heard from a particular person, ask their opinion. “Jack, I haven’t heard how you feel. Would you mind sharing your thoughts?”
5. Make your listeners do things. The more active your listeners are, the more productive they will be. Utilize the available technology tools, such as chat, the annotation tools, the emoticons or the break out rooms.
6. Applaud ideas or expertise. When you start calling out people for their contributions, others will notice and want the same recognition. “Mary, I know you have a lot of experience in compliance issues. Can you share how best to proceed?” “Ralph, thank you for sharing what you learned from the beta tests you did with the Project Launch for Optima. Those results are priceless and will shortcut our efforts.”
7. Create simple, colorful slides. In a virtual meeting, slides take prominence. Keep your slides simple. Viewers should easily see the point. Slides should not make multiple points. They should advance your story. As you create your slides, make sure they are interesting and colorful. Be sure to add images, charts and graphs. Avoid excel charts. Try to synthesize your ideas.
8. Keep to the schedule. Begin and end on time. People go from meeting to meeting and resent when a speaker goes over-time. Allow ample time for questions.
9. Turn on your webcam. It will create an emotional connection with attendees and build credibility. While not everyone has a webcam, the host should encourage those who do to turn them on. It will keep them more attentive. If using a webcam, remember to look directly into to your camera.
10. Anticipate problems. In a perfect world, nothing will go wrong, but the odds are in the virtual world, problems will occur. It is a good idea to sign in as a guest with a second computer loaded with your slides at the ready. If for some reason, you are having a problem, you can move to the second computer and continue on without interruption.
11. Find an assistant. The last thing a speaker needs to do is multi-task. It is a lot easier if you appoint another person to handle all the technical issues, like assigning privileges or monitoring chat.
12. Have the right attitude. Be yourself and stay humble. Be prepared for dissension and don’t become defensive. Know where resistance will come from and how best to approach it.

We live in a global society, and virtual meetings are, more and more, the norm. As the host, you go to a lot of trouble to prepare. To ensure that people will stay attentive and not become distracted, be sure to utilize our suggested tips.

Question: What do you do to involve listeners who are easily distracted when you are hosting a web session? We’re interested in your reaction to this article.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

It’s the first few words out of your mouth that determine whether people will perceive you in a positive or negative manner.

A good portion of anyone’s day is spent on the telephone. Everyone wants to make a good impression, but it’s the first few words out of your mouth that determine whether people will perceive you in a positive or negative manner or whether they will trust and believe you. In fact, studies confirm that your impact over the phone is established within four-seven seconds through the tone of your voice.

If you had them from the “Hello,” it was undoubtedly because you sounded friendly, sincere or interested. If you made a bad impression, it was probably because your voice sounded flat or lifeless. Sometimes, after making or taking call after call, your voice becomes a monotone. When listeners hear this lack of energy, they often question why they should be excited by your idea or motivated to take action.

Many of us also speak quickly. Over the phone, it is very difficult for listeners to keep up, process information or take notes. It signals that you just want to get them off the phone or are in a hurry. Some may even feel that you are trying to “pull a fast one on them.”

People read a voice. If there are noticeable filler words, such as “um”,” ah,” and “you know,” listeners question the speaker’s competence or knowledge on a particular topic. You generate confusion. A confused mind never says “yes.” It is not so much what you say, but how you say it that makes a difference.

To enhance the tone of your voice, you must master the pause. A one or two second pause at strategic places will allow you to emphasize important points and ensure that your ideas are understood. It will help listeners to “hear” your sincerity and excitement right from the “get go.” You will sound like you enjoy what you are doing and increase the likelihood of them wanting to talk to you.

Tone of voice is critical. A pleasant voice makes people want to do business with you. It creates a connection. Make sure you have your listeners at the “Hello.”

Ask your question and learn from the pros. Impact Communications is ready to offer suggestions and insights to help solve your communication issue. Plus visitors to our web site, some who are expert communicators, will offer their thoughts as well.

We’re interested in your reaction to this article. You may comment on this article, share your concerns or ask questions about incorporating stories into your presentations.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

How do you defend yourself against this mad, out of control caller?

Picture that you have answered the phone and the caller begins with a raised voice. Without any seeming provocation, the person on the other end of the line starts making threatening statements and even swearing.

How do you defend yourself against this mad, out of control caller? Should you just hang-up and hope that someone other than you gets to deal with the individual next time? A common sense approach, coupled with TLC and good listening skills, typically works. Someone who is angry IS capable of behaving calmly and rationally.

It is important to understand why a person begins a conversation with such an aggressive stance. Often, it is because he or she has waited in cue for an enormously long time, or something your company has done has greatly inconvenienced them or cost them money. For example, maybe because the wrong product was shipped, sub-contractors on a construction site couldn’t begin but had to be paid anyway. If you put yourself in the disruptive caller’s shoes, you can be more empathetic and focused on resolving the upsetting issue. Without trying to understand the individual’s behavior, you risk matching their bad conduct with statements such as, “Don’t take it out on me” or “You need to calm down.”

Let the angry caller ventilate without interruption. When someone is upset, they need to get it out. Then, when it is appropriate to jump in, console the caller with statements like, “I understand,” “That’s terrible,” or “It must be so frustrating.” If you take a moment to pause and collect your own thoughts, you will respond more tactfully and less defensively or emotionally.

When you ask for information, explain why you need it. “May I have your policy number so I can review what is covered?” “Can I have your purchase order so I can see what happened and who took the order?” Remember to ask simple, very direct questions. “When you tried to start it, what happened?” “When did they say you would receive shipment?” People who are emotionally charged have difficulty processing complex information so keep your explanations short and simple also.

As angry callers share information, demonstrate that you are listening. “Okay.” “Yes.” “I see.” Be sure to clarify anything you don’t understand. Take notes so you can be accurate and verify what you hear or are sensing. Do not become distracted by others around you or try to do two things at once. This will only inflame the angry caller. The more attentive you are, the more open callers will be to what you have to say.

To resolve the issue, be sure to ask the customer what he or she would like to see happen. Do not make assumptions. We may think the person is looking for remuneration, but maybe reassurance that it won’t happen again is all that is necessary. Try to be as flexible as you can about deadlines or shipping costs. Use pro-active language. “We will definitely get this out immediately. I will personally walk this re-order over to shipping to make sure there are no glitches.” Get agreement before disconnecting.

If an issue cannot be resolved quickly, promise to update the caller on the progress and be true to your word. If you involve a third party, make sure not to abandon the caller and make sure the third party is updated before the call is transferred. The individual will notice.

Customers have choices today. Their loyalty depends on how you treat them in challenging situations. While there is no magic solution to out of control customers, a common sense approach, coupled with TLC and good listening skills, is definitely your best bet.

Ask your question and learn from the pros. Impact Communications is ready to offer suggestions and insights to help solve your communication issue. Plus visitors to our web site, some who are expert communicators, will offer their thoughts as well.

We’re interested in hearing about your experiences with mad callers. What have been some of your situations with aggressive callers and how have you resolved them?

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

Voicemail messages received in a positive manner

Most of us are forced to leave voicemail messages constantly. In today’s business world, it is almost a rarity to speak to a live person. When we go to the trouble of leaving a voice message, our expectation is that we will receive a “call back.” The vexing part is that this is often not the case. We frequently are left in limbo. When we don’t receive a call back, we are forced to leave a second or maybe even a third message. As a result, important business decisions may be delayed. To insure that your voicemail messages receive a quick response, pay attention to some key principles.

Make it short. When you leave anyone a voice message, be succinct. People listen to voicemails between or while doing other activities- such as catching a plane, eating lunch, or reviewing materials for another meeting. The shorter the message, the more likely people are to get it! Ideally, your voice message should be between 30-45 seconds. If the message is a long message, it is better suited for a “live conversation” or an e-mail. A series of instructions for the recipient are not likely to be followed.

Make it easy for the listener to get back to you. It is very annoying to have to replay an entire message to capture the name and phone number of the caller. Make it easy for your listener by announcing your name, company and telephone number as you begin and end your message.

Be organized. Know exactly what you want to say and be prepared that the person won’t be available. People hate when the caller seems to ramble about non-important information.

Be clear about what you want. A mistake that many people make when leaving a voicemail is that they bury their message. If you want a call back, be specific about when and why it is important. If you need the information by 5 p.m. today so that you can confirm with the customer, be sure to state it. Never leave anything to chance. Never say something vague like, “Give me a call back.”

Motivate your listeners. When you leave a voicemail, be sure to include three key ingredients:

Number One: State how urgent you feel the matter is.

Number Two: What action step you want the listener to take regarding the message, and

Number Three: Tell why it would be of benefit to the listener or the organization to respond quickly. So often, we overlook stating the benefits for returning the call. The listener receives many calls throughout his/her day. If you state how this can help him, the account or the organization, you increase the likelihood of a response.

Do not leave multiple messages. If there are several problems you need solved by the recipient of your voicemail, only deal with one problem per voicemail message. If there is another question or problem, send a second message. If you leave multiple messages in a single voicemail, it is likely that the recipient will only respond to one of them. Typically, it is the first or last one the person hears. Out of respect for your listener, tell your listener that a second message will follow concerning another issue.

Use good communications skills. Pause often between your statements. A two-second pause between your points will make them stand out. If you speak too quickly, the listener has to replay the message in order to pick out the salient information. Often, instead of replaying the message, the listener opts to save it. When a message is saved, the chances of it being replayed are considerably lessened. Pausing also allows you to be perceived as friendlier and more confident. Finally, be cautious of connecting one thought to another with a “connector.” Make sure your sentences come to definite ends.

People receive many voicemail messages throughout the course of their day. They often feel like they are in voicemail hell. With careful planning and good communication skills, our voicemail messages will be received in a positive manner. We will motivate people to take action and return our calls.

Ask your question and learn from the pros. Impact Communications is ready to offer suggestions and insights to help solve your communication issue. Plus visitors to our web site, some who are expert communicators, will offer their thoughts as well.

We’re interested in reading about your experiences with voicemail. What have been some of your situations where calls have not been returned and how did you resolve the situation?

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

What kind of listener are you?

Approximately eighty percent of our waking hours is spent listening. You would think, by the sheer fact that so much of our time is devoted to listening, we would be fantastic at it, real superstars. The reality is not very many of us are good at listening because of the way we listen. There are three levels of listening: passive, judgmental and active. The one that takes the most work is active listening, and, often, it is least used. Consider the following levels of listening and assess which modality you routinely use and whether it gets the results you want.

Passive Listening

This is the kind of listening we do when we are multi-tasking. For example, it is the kind of listening a teenager son might do while simultaneously working on math homework and listening to television. If you ask if he has feed the dog, he may respond, “Yeah” without really processing what you have said.

Listening passively at home is one thing, but listening passively to our customers, our boss or our co-workers can cause serious problems. Not only does it show disrespect, but it suggests that what you are doing takes precedence over what they are saying. People who don’t feel valued get angry. People on the phone will know you are passively listening, when they hear the click of your computer keys, when you ask them the same question more than once or when you respond incorrectly. Being a passive listener is risky.

Judgemental Listening

People who are judgmental listeners constantly assess or evaluate while they listen. They determine if what is being said is right or wrong, fair or unfair. Once they make a judgment, they want their position known. They appear to others as more interested in promoting their own point of view, rather than understanding someone else’s. Judgmental listeners look for openings in the conversation to take the floor or put down the other person’s argument. In a work environment, judgment listeners make others uncomfortable because they are seen as attacking or combative. There is always a winner and a loser in a judgmental listening scenario. Conversations are never a win-win.

Active Listening

In active listening, the listener puts himself in the other person’s shoes and tries to see what the other person sees. The listener tries to understand before responding. There is no judgment. The person who actively listens confirms their understanding before responding with statements such as, “If I hear you correctly, you are concerned with whether you can get your money back if you return the product opened. Is that correct?” This verification or acknowledgement statement helps to align with the other person and makes this type of listening the most effective. If there is an error in communication, it is corrected before any further misunderstanding occurs.

Active listening takes work. It is the most difficult of the three. It requires setting aside our agenda to understand the other person’s view point or feeling. However, the payoff is worth the effort.

Most people chose to listen in one mode more so than in another. By being empathetic and non judgmental, you validate a person’s worth and make the other person see you in a positive light. If active listening is not your usual mode, try to practice it until it becomes second nature for you. Your dialogues with others will improve dramatically, particularly when you are on the phone.

Ask your question and learn from the pros. Impact Communications is ready to offer suggestions and insights to help solve your communication issue. Plus visitors to our web site, some who are expert communicators, will offer their thoughts as well.

We’re interested in your reaction to this article. You may comment on this article by sharing your questions about being a passive listener, judgmental listener or active listener.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

Your voice affects how people perceive you.

Fact: Your voice affects how people perceive you over the phone.

Fact: If there is any inconsistency between your words and your tone of voice, 85 percent of the time, listeners will trust what they hear in the tone of your voice, instead of your actual words.

Fact: Trust and credibility is gained or lost within seven seconds over the phone.

Your voice is critical to your success when doing business over the phone. To establish trust and leave a positive impression, your voice must consistently sound upbeat, warm, under control and clear.

Upbeat: A voice sounds upbeat when there is inflection or vocal variety. In any one sentence, some words and phrases are emphasized – the voice goes up and down. Others might describe an upbeat voice as melodious. A monotone voice is never perceived as upbeat.

Warm: A warm voice is a voice that sounds friendly. It is a voice that makes others conclude you like your job. It sounds friendly often because the speaker is smiling. When you say, “How can I help you,” people believe you are sincere, rather than eager to get them off the phone.

Under Control: People feel you are in control when you take your time and aren’t rushing. Your voice does not have a lot of filler words, “Ummms, aaahs and you knows.” It sounds confident and sure.

Clear: A voice that is clear is easy to understand. The listener is able to keep up because sentences come to definite ends and words are articulated well. The voice does not fade.

Very few of us are born with pristine voices. If we want to have impact over the phone, we must remember, our words alone won’t do it. We must take care to insure that our voice sounds upbeat, warm, under control and clear at all times. It is our best persuasive tool.

Ask your question and learn from the pros. Impact Communications is ready to offer suggestions and insights to help solve your communication issue. Plus visitors to our web site, some who are expert communicators, will offer their thoughts as well.

We’re interested in your reaction to this article. You may comment on this article by sharing your concerns or questions about your voice and how you believe your voice may be helping or hurting your career.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

Instead of face-to-face meetings, many of us facilitate teleconferences or meetings over the phone. Without seeing people’s responses to our points, teleconferences can prove to be challenging. To be successful, one has to think of being the host of his or her own radio show and do what disc jockeys or newscasters do.

Think of the people that you tune into on your drive to work. Maybe it is Howard Stern, Rush Limbaugh or Casey Kasem or maybe it is Dick Biondi, Larry Lujack or a local disc jockey in your hometown. What makes these people have “staying power” is that they have a strong voice, good on-air personality and the ability to make people visualize the news. They also have strong opinions that they share freely.

Do you have to have a “God-like” voice to be effective in a teleconference? The answer is “no.” However, a voice that is monotone will not hold people’s interest. Listeners will tire quickly and change “channels” on you, even if they are forced to stay-tuned. Radio announcers with wonderful voices, people like Paul Harvey, Walter Winchell and Lowell Thomas, are still remembered because of the emphasis they gave to particular points. They knew the value of the “pause.” With pausing, the richness and resonance of their voice came through loud and clear. The points they wanted to emphasize got punctuated. What often happens in a teleconference is the host reads from a script. Points become garbled and ideas are missed because the voice doesn’t hold interest or the speaker is talking too quickly. In any one sentence, listeners should know what the key idea is. Thoughts should not blend together, and listeners should have enough time to digest them.

Good radio announcers have great personalities. People like Wofman Jack and Dan, the Man, Levitan, were easy to enjoy because they let their personality come through loud and clear. They joked and talked about themselves from time to time. They weaved in stories about their week-ends or vacations, their wives or girlfriends. You should also let your true self shine and have some fun with your listeners. Your listeners want to know the kind of person you are. They will enjoy you more and remember what you said. You will also feel more relaxed.

Radio announcers, particularly news and sports commentators, make people visualize what is happening. They use verbs and nouns that conjure up an image. Ronald Reagan was a sports commentator in his early years for several baseball teams at one time. While being in Kansas, he simultaneously announced the ball game in Chicago just by reading what was happening from the wires. The fans tuning in were not aware that he wasn’t in the broadcaster stand watching the game. He made the description of the strike or hit so visual that they assumed he was physically present. As you think about how you describe a process or feature in your next webinar or teleconference, choose your words very carefully. Use descriptive language. It is essential.

Finally, radio announcers with a huge fan base often are very opinionated. We know how Rush Limbaugh thinks. We know how Howard Stern feels. If you are the subject matter expert let your listeners know how you feel about the product, idea or service. If you think something is terrific or revolutionary, be sure to share your views. If you are someone people trust, your opinion will often be embraced.

Teleconferences are here to stay. More often than not, work teams are global and customers are scattered around the world. It is not practical or financially feasible to bring people together face-to-face. Thus, people will be using their phones or computers for updates or education. It is critical that you be a memorable host of your own radio show.

Ask your question and learn from the pros. Impact Communications is ready to offer suggestions and insights to help solve your communication issue. Plus visitors to our web site, some who are expert communicators, will offer their thoughts as well.

We’re interested in your reaction to this article. You may comment on this article, share your concerns or ask questions about being the host of a teleconference.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

Franklin Delano Roosevelt once said, “When you get to the end of your rope, tie a knot and hang on.” It sounds like sage advice. However, many people working in customer support will point out that they have been doing that for quite a while. They wonder how much longer they can hang on.

Doing jobs once done by four other people or facing abusive and demanding customers on a daily basis does take a toll. In fact, when long time Jet Blue flight attendant, Steven Slater, had enough with an uncooperative traveler, he announced he quit over the loud speaker, grabbed a cold beer, opened the plane’s escape hatch and made a dramatic exit. Rather than allowing your direct reports to have a meltdown like Slater, here are some suggestions for managers and supervisors given the current economic crisis.

So what are those things?

1. Be visible. Walk the floors and be out there with your employees. Don’t hole up in your office doing paper work. Accessibility is critical. It will demonstrate solidarity, that you are one of them.
2. Connect with your team. Get to know your direct reports on a personal level. Inquire about their families, weekends or vacations. Share who you are. Don’t be afraid to tell them about your personal interests. The more they know you, the more they won’t want to disappoint.
3. Show your people you care. Applaud their extra efforts. Let them know what you like about what they are doing. Bring in doughnuts or pizza. Have campaigns with small prizes for performance. A free lunch and a public acknowledgement go a long way with even the most demoralized employee.
4. Ask for feedback. Find out what is or isn’t working about processes or procedures. Take the valid suggestions to senior management. Actively try to fix what is within your realm.
5. Provide training. One of the most annoying parts of anyone’s job is feeling insecure about how to do something or who to approach when there are issues. With the appropriate training, employees will feel confident that they can tackle any job. Find out what people feel would help them improve the way they do their jobs. Some training can be done through “lunch and learns” or e-learning, but others need to be hands on. The investment you make in your people will pay off tenfold.
6. Communicate often. Some bosses or managers say nothing about potential changes. By not talking about these impending changes, the rumor mill takes over. It is easier to accept reality than it is to fantasize about what might happen.
7. Be honest. Have integrity. Do not lie. When there are company changes, tell people what you can share and nothing more. Do not make promises you cannot keep or mislead people. People will appreciate your truthfulness.

Today’s work force feels unbelievable pressure. They are holding on by a thread. As managers and supervisors, you need to proactively support your team in any way that you can.

Ask your question and learn from the pros. Impact Communications is ready to offer suggestions and insights to help solve your communication issue. Plus visitors to our web site, some who are expert communicators, will offer their thoughts as well.

We’re interested in hearing from managers and supervisors. who oversee employees working in customer support, and how you have dealt with your employees have gotten to the end of their rope.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

Business professional today are busy – really busy. They have a million things to do before they end their day. The last thing they want is to be interrupted with a call from a sales person trying to sell their latest product or service. Inside Sales people need to remember that customers don’t buy stuff; they buy value, especially in today’s troubled economy. If you are a sales person and have a quota to meet, what should you do?

• Do your homework. Don’t pick up the phone without researching the customers you plan to call for the day. In fact, if at all possible, do this prep work the day before so you are ready first thing in the morning. Review your own internal notes on the customer. Know what has changed in their industry or in their particular environment. For example, is the customer coming out of bankruptcy, consolidating newly acquired companies, or expanding into the Asian Pacific? If your company subscribes to any business subscriptions, such as Hoovers, be sure to check out what the service has to say about the accounts you will be calling. Know their new products or services, their competition. Become a subject matter expert.
• Once you identify a potential problem, determine if you have a solution that addresses the issue? If you don’t, move on to the next customer on your list. Customers will remember if you push a solution that isn’t really appropriate or if you over-promise. Your solution should address the customer’s key concerns.
• Know your purpose. Is the purpose of the call to close business or is the purpose to set an appointment with an outside salesperson? Being clear on your goal will help you to accomplish it.
• Plan what you will say. Never shoot from the hip. Think strategically. How will you open the call in a way that grabs the customer’s attention and makes the customer quickly conclude that he or she needs to listen to you? What is your hook?
• Ask strategic questions. In order to keep the customer engaged, you will have to ask questions. However, customers don’t have time to educate you. They expect you to have done your homework. You need to think of three dynamite questions to pose that will really get the customer thinking. With good questions, you position yourself as a trusted advisor or someone who is watching out for their best interests.
• Link your solution to their problem. It may seem obvious to you that your product is a good solution. However, customers don’t always see it. Be sure you can link your solution to their problem in simple, clear terms. Don’t bury your ideas. Being concise will definitely work to your advantage. Know when to be silent.
• Be clear about how you can add value? Can you save the customer time, money, or resources? Can you install quickly? Do you already know the customer’s business because of prior solutions? Do you offer local responders if there is a problem? Can you guarantee? It is important that you know the value you can offer that others can’t.

Our customers are much more savvy today and looking for value. If you can demonstrate that you have a solution that solves a key issue, they will welcome your call. If you try to sell them stuff, they won’t!

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

Customer service organizations spend thousands of dollars each year on training. The hope is to improve skill sets, increase productivity, close more business or create customer loyalty. While typically there is a “bump” in improvement after any class, over time, the effect of the training seems to diminish. So what is the answer to making training stick?

First, participants need to know that management is expecting them to improve. At the conclusion of each class, they should create an action plan of the things they want to improve and how they will do it. Action plans should be realistic and tied to specific time frames. For example, a participant might say, “I want to improve the tone of my voice. I will practice by pausing more for inflection and will also tape myself two times a day for a month. I will get feedback from my supervisor who will listen in on my calls at the end of the month.”

Participants should share their action plans with their managers within one week after the training. This will reinforce the idea that the person will be held accountable for improvement. The supervisor or manager should offer suggestions or ask questions as appropriate. If a face to face meeting isn’t possible due to location, the individual should e-mail the action plan and review it with his or her manager over the phone. Ideally, improvement in the identified areas should become part of the individual’s performance review.

Managers and leads then need to become observant coaches. If the rep or sales person is making progress, he or she should be applauded. If the person has forgotten a skill, the supervisor must be ready to offer suggestions. This may require the supervisory team to participate in the same training as their representatives. A class on how to coach might also be appropriate.

Lastly, team meetings are another good way of discussing and reinforcing the concepts from a class. People can practice by role playing, etc.

Through training, people improve and exceed customer expectations. To make training stick, individuals must be held accountable and managers must coach.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

Everyone knows listening is a critical skill for people who do business over the phone. What is important to remember is that listening needs to be continuous. We must listen attentively before, during and after we finish talking.

Before:
Listening before responding requires that we pay attention to the emotion we hear in the client’s voice as they begin to speak. Do they sound annoyed? (Maybe you have interrupted them at a busy time). Do they sound frustrated? (Perhaps, the product has not been delivered when promised, and a delay is costly). Do they sound friendly? (They are eager to talk to you). Listening to how the person sounds will help you to frame your responses in the appropriate manner.

During:
If you have sensed any emotion in the caller’s tone, you should begin your response with an acknowledgement or an alignment statement. For example, “It sounds like this delay has really created some problems.” OR “It sounds like I am interrupting. When might, be a better time for us to review this contract?” After your alignment statement, your response should be clearly stated. It should not be buried in too many words. Filler words should be eliminated.

After:
After you have finished talking, you should listen carefully to the person’s verbal and non-verbal comments. For example, if you hear sighing or any similar sounds or if the person interrupts, you should be aware that things are escalating. Your explanation may have been too technical or unclear. You need to re-explain using other words or analogies to facilitate understanding. On the other hand, if you hear, “um hum,” or “ok” the person is agreeing or at least, following your reasoning.

Listening attentively requires work. Just because you have two ears, you may not be a good listener. Customers have choices today, and when you are on the phone, there are no visual cues to suggest you care. They need to get a sense you are truly listening. If you listen before you speak, while you are speaking, and after you finish talking, you will make a positive impression.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.