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Experts in business communication will tell you that next to public speaking,
making a phone call strikes fear in the hearts of even the most seasoned
executives. They call this phenomenon "telephone reluctance."
To overcome this phobia, we've assembled a list of telephone tips. Review
these points, plan your calls, practice what you are going to say, and
start dialing.
- 1.Say "hello"
and acknowledge (and note) the name of person you are speaking with.
- 2.Tell why you
are calling and who you wish to speak with. If you are conducting a
follow up call, quickly describe previous communications.
- 3.Assess the status
of your candidacy, confirming your fax or mailed documents were received,
and, focus on identifying appropriate next steps.
- 4.Request an appointment
for a job or informational interview. Be assertive about this, if the
person you are speaking with cannot schedule one, request suggestions
for next steps, additional resources or referrals.
- 5.Thank the person
you are speaking with and confirm spelling of all names, mailing and
email addresses, phone and fax numbers.
- And Don't Forget...
Never be impolite, impatient or pushy. You can always call back if you
don't get the information or results you expect.
- Stay focused and
know what you want before you call. Goal-oriented conversations get
the best results. Be realistic about what can be achieved with each
call. Whenever possible, ask to see or speak with someone "who
can tell me about entry-level options."
- Always write,
email or fax thank you-notes.
- What if I get
an answering machine?
Don't be shy; always leave a message. Ask for "confirmation that
you received my resume and cover letter," or for "information
about the position recently posted on the Internet."
Leave your name and number.
- How do I develop
a conversation outline?
Use the above list to develop a "conversation outline," but
don't try to memorize a script. Below is a basic sample. Create your
own and don't wait until it is perfect to give it a try. The more phone
calls you make, the more natural you will become and the easier calls
will be to make.
- Conversation Steps
- 1.Say "hello"
and acknowledge (and note) the name of person you are speaking with.
"Hello, my name is .... And, your name please?"
- 2.Tell why you
are calling and who you wish to speak with. If you are conducting a
follow up call, quickly describe previous communications.
"I am calling about the marketing assistant position and I would
like to speak with the director of marketing, please."
- or:
"I saw on the Internet that your firm offers wonderful entry-level
sales options. Is there a specific person who could tell me more about
these positions? Good. That person's name, phone and fax number is?
Does he/she have email?"
- 3.Assess status
of your candidacy, confirming whether your fax or mailed documents were
received, and focus on identifying appropriate next steps. Be assertive
about this -- request an appointment for a job or informational interview.
If the person you are speaking with cannot schedule one, request suggestions
for next steps, additional resources or referrals.
"I emailed a resume to ... of your human resources office. Can
I speak with Mr./Ms. ...? I would like to confirm that the resume was
received and clarify next steps. Ask to see the appropriate person,
"I'd like to schedule an appointment with Mr./Ms. ..."
- 4.Request an appointment
for an employent interview or information conversation. If the person
you are speaking with cannot schedule one, request suggestions for next
steps, additional resources or for a referral.
- "Yes, I understand
that decisions regarding formal interviews won't be made for a few weeks.
In the meantime could you refer me to someone who is in a sales position?
I would like to informally learn about what it is like and ask questions
about their experiences. Who would you suggest I speak with?"
- 5.Thank the person
you are speaking with and confirm spelling of all names, mailing and
email addresses, phone and fax numbers.
- "Thank you
so much. You have been very helpful. If I have additional questions
would it be appropriate to call you again? Again,
Mr./Ms. .... is the best person to contact and their phone and fax number
is... Is that correct?"
- Create additional
outlines and rehearse with friends and family. Let
common sense be your guide, but start now!
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