Subtleties of business communication by phone

The art of business communication is an important aspect of negotiation and for many years does not lose its relevance. The intensity of business communications through the telephone increases from year to year. And with the development of mobile communications, it is becoming one of the main ways to communicate. To make phone conversations it is important to know the details and rules of business communication.

The telephone in the modern world plays an important role, because with its help we communicate with our relatives, friends, colleagues, management and business partners.

So, during a conversation with a certain circle of people, a person applies the appropriate mode of communication and, for example, will never engage in dialogue with his boss, as with a close friend. In this situation, a more official type of communication is used.

Business etiquette should also be used by employees who conduct public opinion polls, receive calls from customers, or negotiate by telephone. Often, it is successful telephone conversations become the key to good business relationships. And even the image of a company can entirely depend on the ability of employees to conduct intelligent dialogues by telephone.

Currently, most calls are made via mobile devices. Using this communication tool, you must follow some rules.

• Always turn off the phone or set it to vibrate mode at a business meeting with a client, in a movie theater, at a seminar.
• A mobile device is more susceptible to sound than a landline phone. Therefore, in a situation where, being in a public place, it is necessary to conduct a personal conversation without outside intervention, you can simply speak quietly and the other person will hear you.

• Do not put too loud call to the phone. He can scare others.
• Try to speak briefly. In the presence of third parties, the conversation should not last longer than 30 seconds, otherwise there is a risk to look impolite in front of a person. In case there are valid reasons for a telephone conversation, for example, a relative's illness or a large transaction, then you should notify those present about the situation.
• Avoid telephone conversations during a business lunch. If there is an urgent need to answer the call, then you should leave the table and speak in a less crowded place.

Ethical standards in communication by telephone are important for the effective work of the company. The culture of telephone conversations is a special kind of business communication. Knowledge of the rules of etiquette will help strengthen business ties and increase the profitability of the organization.

• It is necessary to greet the person with whom there will be a telephone conversation. Phrases related to the time of day (“Good morning”, “Good afternoon” or “Good evening”) are most suitable for this.
• During a business call, it is important to monitor your own intonation. In order not to push the interlocutor, you need to speak politely and calmly, avoiding unnecessary emotions.

• After the greeting, it is recommended to introduce yourself and give your name, position and organization.
• If you call a person, you should always clarify whether it is convenient for him to speak at the moment.
• According to ethical standards, you need to pick up the phone after the second or third call.
• During the conversation you should not smoke, eat food or drinks.
• If the caller is interested in another employee of the organization, then the conversation should be redirected to him or turn on the waiting function.
• In a situation when you have the wrong number, you need, without asking unnecessary questions, to apologize to the interlocutor and say goodbye immediately.
• Never call early in the morning, during the lunch break, or before the end of the working day.
• The secretary or assistant can make or answer calls instead of the manager.

• You can call a partner’s or a client’s personal number only if he has given you his contacts. But on weekends and holidays such calls are prohibited.
• There are cases that the conversation is interrupted due to poor communication. In this situation, the one who called first must call back.
• Do not delay the conversation. A long conversation can bore the interlocutor and cause resentment. If communication is delayed, and the purpose of the conversation is not achieved, then the client can call back the next day or arrange a personal meeting.
• After the end of the conversation, it is recommended to thank the interlocutor and politely say goodbye to him, after asking if he had any questions. This simple action will make the conversation complete and encourages further collaboration.

To telephone conversation should carefully prepare and perform a number of specific actions. Let us consider in more detail the main points.

• The interlocutor should be called only after a clear conversation plan has been drawn up. In order to exclude minor details, you can make a graphic or schematic outline.
• Write down the important questions you need to remember to ask during the negotiation process.
• Prepare documents that may be needed in the process of communication (correspondence, reports, contracts).

• Check with the interlocutor in advance a convenient period of time to make a call.
• To record the information received, prepare a notebook or diary.
• Find out the general list of people who will participate in the conversation to contact them by name and patronymic.
• Before you dial the number, try to tune in a positive way, then your emotional state, of course, should cause the location of the interlocutor.
• Making a telephone conversation, consider the security of communications in the office, because valuable information may fall into the hands of competitors.

There are also points that should be excluded and not allowed in the upcoming telephone conversation.

• No need to discuss business matters with an unfamiliar or random person. It is better to schedule a personal meeting.
• It is not recommended to require a decision from a person who does not have the authority to do so or believes otherwise. He can give consent by phone, although he will be an opponent of this decision.
• It is not necessary to voice requests, if there is no certainty that the interlocutor agrees with you and wants to help.

The role of the phone in business communication is twofold. Very often, it distracts from urgent tasks performed during the day, but at the same time it speeds up the solution of many tasks. That is why it is necessary to learn the principles of telephone conversations that contribute to its more efficient use.

It is very important to have a business communication technique for employees whose specific work is in telephone conversations with potential customers. Many companies try to make contact with the caller from the first words to make him a real customer.

Firms compete using different ways to attract customers. An important stage in the promotion of services is telephone sales, and therefore managers must conduct dialogue with customers correctly and tactfully, otherwise profitable contracts will go to competitors.

The tips below will help you achieve success in business communication over the phone.

• It is recommended to make calls to a person who has provided you with a useful service. Words of thanks are very important for future collaboration.
• Always smile while chatting. Your smile and optimism will certainly feel the subscriber.
• In the process of negotiation, try to predict the course of thoughts of the interlocutor.
• Never pronounce profanity or colloquial language. This is contrary to the culture of communication.
• Use expressions and terms that will be understood by the caller.
• Do not cover the handset while talking in parallel with anyone. Thus disrespect for the interlocutor.
• Explain your position confidently and accurately, because accuracy is the politeness of kings.

• Negotiations are important to conduct quickly, answering questions asked without delay and intricate sentences. A pause can be justified only in the case when a specialist is busy searching for documentation necessary for negotiations. If the pause was delayed, then the person has the full right to interrupt communication.
• In moments of telephone, real or virtual communication, you must be extremely polite. Shouting and talking in a raised voice are considered a violation of ethics.
• Say goodbye to the interlocutor correctly, as the skillful completion of the conversation is no less significant than the main part of the dialogue. You can give the opportunity to the other person to hang up first. Thereby you end the conversation on a friendly wave.

Of course, for successful communication by phone you need to have good diction. To make your speech expressive and your voice pleasant, use the lessons from the following video.