The telephone is the most important and most commonly used instrument for communicating with persons who are not present in the same place as the speaker. In the last ten years, telephone service has expanded a great deal to reach rural areas and also to include a number of small cities and towns in the local circuit from large cities. The instrument too, has developed rapidly to provide more and more facilities. The cost of using the telephone has also been reduced.
Since a large amount of business communication takes place by telephone, it is necessary to pay attention to one’s telephone skills. Very often, the first contact with a new customer is by telephone; strangers who call or receive a call from an organization form the first impression of the organization by the manner and style of the speaker. Making a good impression within the few minutes that a call lasts requires some practice and skill.
Your voice is all you have got to make the telephone conversation effective and lively. When you talk to someone face-to-face, how much of your message is conveyed just, Studies have shown that only 7 percent is conveyed by the words you use. Another 38 percent is conveyed by the tone of voice. The remaining 55 percent is conveyed by body language. And that is missing in a telephone call. You have to make up the missing 55 percent by using your voice.
How is that to be done? Clarity of speech is of great importance. Clear articulation and correct pronunciation are necessary. But it is not advisable to try to put on an artificial or borrowed accent. English is spoken all over the world, in varying accents; it is sufficient to pronounce correctly and clearly. Speed of speaking can affect clarity to some extent. Average speaking speed is about 150 words a minute; talking very fast not only affects clarity, but may also give the impression of being in a hurry; very slow talkers give the impression of being dull.
A high-pitched voice is unpleasant and may be perceived as uncultured; on the other hand, an extremely low pitch can sound mechanical. People who have a loud voice appear to be brash and overbearing; very soft speakers cannot be heard clearly, and may seem shy. You need to find the right speed, pitch and volume that makes you sound clear and easy to follow.
Tone is the expressiveness of the voice. It carries 38% of the load of communication; you have to make it count. A great deal of tone depends on the speaker’s attitude and state of mind. Cheerful /sad, respectful / impertinent, interested / bored, energetic / tired, sincere / false; these are some of the words we use to describe tone of voice. The person who hears the voice is affected by its tone, and so is his/her attitude to the speaker. Hence it is necessary to learn to use the voice effectively.
Can gestures be made to count for anything in a telephone conversation? Can a smile be heard? Yes, it can; if you smile while you are speaking, there is a different, friendlier sound to the voice; and it influences your own frame of mind. If your normal gestures make you feel more effective when you speak on the phone, use them.