15.4 Telephone and Voicemail
The simplest form of audio-only conversation—i.e., talk stripped of all nonverbals—is a telephone call. A phone call is advantageous whenever you need the live volley of conversation with someone to sort out details in a timely manner, but are too distant from them physically to do it in person. Some make the mistake of choosing written channels like email or text, drawing out the communication process over hours or days, to discuss matters that would take mere seconds or minutes by phone. As long as you don’t need details permanently recorded in writing, the phone is an expedient channel to discuss details for any busy professional.
Though you’ve probably talked on the phone countless times throughout your life, you may not yet have had the chance to do so professionally where the expectations for competence are much higher than in social or family contexts—so much so that some executives hire professional voice coaches to help them increase their effectiveness in phone communication. The importance of audio communication in business and industry has increased with the availability of conference calls, voice over internet protocol (VoIP), voice-activated electronic menus, and voice-to-text dictation software available on most smartphones. It is important to improve your telephone skills in an age where many prefer to text rather than call.
When you lack the nonverbal context of your conversation partner being able to see how you say what you say, take pains to ensure that your voice accurately communicates your message. Without nonverbals, your choice of words and how you say them, including spacing or pausing, pace, rhythm, articulation, and pronunciation are more relevant than when you communicate in person. Consider these five points:
- Speak slowly and articulate your words clearly. You don’t have to slow down your normal pattern of speech much, but each word needs time and space to be understood or else the listener may hear words running together, losing meaning and creating opportunities for misunderstanding. For instance, numbers such as “18” may sound like “80” and vice versa if you’re speaking too quickly and have an accent, which could lead to disaster if you’re, say, discussing price in a six-figure real estate deal.
- Use vivid terms to create interest and communicate descriptions. Communicating on the phone or producing an audio recording lacks an interpersonal context with the accompanying nonverbal messages. Unless you use vivid language and crisp, clear descriptions, your audience will be left to sort it out for themselves. They may create mental images that don’t reflect your intended meanings and lead to miscommunication.
- Be specific. Don’t assume that they will catch your specific information the first time. Repeat as necessary, especially addresses and phone numbers.
- Show consideration for others by keeping your phone conversations private. Avoid calls in a crowded elevator, for instance.
- Silence cell phones and other devices when in a meeting or eating with colleagues. Recall Simon Sinek’s explanation for why this is important (Crossman, 2016, 12:00 – 13:05).
As the response from the receiver to the sender, feedback is also an essential element of phone conversations. Taking turns in the conversation can sometimes be awkward when you can’t see when your conversation partner is about to speak. With time and practice, each “speaker’s own natural, comfortable, expressive repertoire will surface”
(Mayer, 1980, p. 21).
Leaving and Receiving Voicemail
When you phone someone but are sent to voicemail because they don’t pick up, switching to monologue mode means that you can only get as far as the preview stage of the conversation structure outlined above. You’d still open by saying hello, your full name, and company. The limit on how much recording time you have (30 seconds? 60?—you may not know) and absence of feedback from the listener, however, means that you can really only say what the call is about in concise, clear terms. A long, rambling voice mail message may be cut off and you may not even know it. In addition, it increases the possibility for misunderstandings as you are not present to clarify based on your listener’s responses. Anything that needs discussion must be saved for the actual conversation, especially anything of a sensitive nature. Recording confidential information is potentially dangerous to you and others.
Add your contact information, even if you think the person already knows your phone number, and say it twice slowly so that the listener has additional time to get a pen and paper if they’re still looking for them the first time you say it. Imagining you were writing down your phone number. As you recite, it will help you deliver it at a listener-friendly speed. Precise pronunciation is crucial because “60” and “16” or “90” and “19” may sound the same if the rate of speech is quick or if the speaker has a strong accent.
Be prepared to receive voicemail by recording a professional-sounding call-back message that begins after about 4-5 rings. When you receive a voicemail, return the call as soon as possible. The 24-hour rule of email doesn’t apply with voicemail because the person who called you chose this channel deliberately expecting to discuss something with you “live” in a timely manner. With so many channels available, using the phone implies a sense of urgency.
