Tag Archives: phone

Are You Afraid of Phoning?

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Have you ever had the chance to call someone, but you didn’t? Maybe you sent an email instead, or maybe you said to yourself “Oh, I don’t need to call, he/she knows what I am thinking.” It is strange but true, many people, not just ESL students and immigrants, have a fear of phoning (in English).

It is easy for me to tell you “don’t be shy” but I realize that every time you speak to someone in English, you feel you are being judged in proficiency, and even in intelligence. I have been working with non-native English speakers since 1994 and I can also tell you that when I was teaching at a teacher’s college in rural China (Tongren, Guizhou) from 1998-2000 I also felt people were judging my intelligence by how I spoke Chinese to them.

However I took a lesson from the Spanish speakers of the world – they are never shy to try to speak English! Yes I know the Spanish alphabet and language are closer to English than some others, especially Asian languages, but I want to make a short point here – don’t be shy! That’s right, the more you try, the further you progress. There is no sense waiting until your English is ‘perfect’ because you are only hurting yourself. So the next time you have an opportunity to call someone, just try. Here are some quick tips to help:

1 – prepare unknown vocabulary ahead of time so that you can not only speak more precise words but you can listen more effectively.  Learn ISV – industry-specific vocabulary – to help.  For example, before calling to order a pizza, study the online menu or brochure to make sure you know the meaning and proper pronunciation of the main parts of the conversation, like delivery, fees, toppings etc.

2 – ask the other speaker to speak slowly if you are not catching everything right away.  

3 – Ask the speaker to speak up if their volume is hard to hear. 

4 – remember are all human and there are millions of people calling everyday who are not native speakers, so you are not the only one!  🙂 

Is a Fear of Phoning Killing Relationships?

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A couple weekends ago I was involved in a training course in downtown Toronto and had to be at a particular hotel for the event both Saturday and Sunday slightly before 9am. Saturday morning I left my home late and decided to take a taxi, to ensure I was not late for the event (first impression management 101 – don’t be late!). I got a very nice cab driver, originally from Ethiopia, and we had a pleasant talk along the way. Like a good businessman he asked if I was going to need a taxi for Sunday’s trip downtown, to which I replied yes. So we agreed that he would pick me up in front of my home at 8:30am, and that he would call me so that I would know when he had arrived. I gave him my business card which has my address and phone numbers (including cell) on it and we left with a handshake, smile and a solid plan.

The next morning it was 8:40 am and I still had not received his call. Not at my residence and not on my cell. I decided to go to the street to see if he was there. He was not. So I had no choice but to walk a bit to the main intersection and catch a new cab. I did so, and as I was getting into a new cab at 8:43am I thought I saw out of the corner of my eye the cab from yesterday, whizzing down my street, I suppose looking for me.

I got in my new cab and arrived on time downtown. All the time I wondered why he didn’t just simply call me, at home or on my cell, just to tell me he was on his way, or that he would be 5 minutes late. I would have waited for an extra five, even though he should have been prompt, as he knew I had a deadline.

The fact is many people have a fear of calling. Whether you are an immigrant or visitor not sure of your English proficiency, or a native speaker who somehow feels embarrassed, many of us do not call when we should.

I have talked to many ESL students and immigrants here in Toronto over the years, and it is really interesting to ask them a simple question – have you ever ordered a pizza by yourself? The answer is quite often no. Interesting when we know they have the English ability and vocabulary, but they lack confidence in their communications.

In my coaching and training we deal with the issue of how and when to call and how to make it appropriate for the situation. Hopefully when we recognize that a business or personal relationship can be damaged or even lost over a simple phone call or lack thereof, it will help us get over that feeling that it could be embarrassing, and make us realize that a quick phone call, like to tell someone that you will be late, can really go a long way in showing respect and empathy for others. This improves how others view you and in turn, how they treat you.

Quick Tip Rules for Professional Phone Duties

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Through my experience working in Customer Service for a global company, plus working with SMEs (including my own) since 2000, and as a current customer service trainer, I have come to rely on a few “golden rules” of telephone management. I hope you find these useful for your business, job, internship, or when you are dealing with a CSR in your personal business, or even just ordering a pizza! Good phone skills are useful anytime.

1) Use polite words and intonation e.g. please, thank you. Yes it can get over-used here in Canada, but nevertheless, it helps set the tone of the conversation from confrontational to friendly. Politeness gets you further than shouting, regardless of what you have heard. Nobody likes a bully, and we are always going to assist a polite person first, rather than a raging bull!

2) Be sincere. Be believable and trustworthy. Faking it with just polite words but having a sour tone in your voice won’t fool anybody. They need to feel that you truly care, and are trying to do a good job, help them out or deal with their problem. You can’t fake it, so be sincere. Control your emotions.

3) Never demand anything or order anyone to do something. Always ask. Do you like being pushed around or subjugated? So why do it to others? For example, instead of saying “I need to talk to Mr. Roberts now” you should say “Is Mr. Roberts available? I would really like to speak to him.”

4) Be professional and diplomatic. Be “P.C”. That stands for “politically correct” which basically means not using offensive or judgmental language. This rule may not be as obvious to those from a uni-lingual and/or uni-cultural country. In Canada, you never know what the person on the other end of the telephone line looks like, what religion they may have, what ethnic background they or their family or spouse is (since not everyone’s’ accent will tell you) etc. Don’t take a chance on offending someone and embarrassing you and your company. Pretend that every phone call is recorded. These days, most are!

5) Remember that with angry customers or staff, it really is nothing personal. How could it be? They don’t know you! You are a “filter” for your company. You should problem-solve with the person, not just “pass the buck”. We all hate it when we tell our story to a person and then they transfer us to a new person, then again and again. No wonder some people get angry! So stop the passing and deal with the problem at its core level. Take some conflict management training if possible, or buy a helpful book on such techniques, especially if you know that your job will routinely deal with complaints.

6) Always be aware that you are a reflection of your company. As a new employee you should read your company profile, mission statement, values, policies etc. so that you are always aligned with the desired corporate image. It is important to note that customer loyalty is based on personal treatment and relationship, not the price, product or history. One bad experience from a CSR (Customer Service Rep) having a bad day can kill a longtime faithfulness to your company.