Winning Communication Skills for Telephone, Conference Calls | TJ Walker | Skillshare

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Winning Communication Skills for Telephone, Conference Calls

teacher avatar TJ Walker, Public Speaking and Media Training Expert

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Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

27 Lessons (1h 22m)
    • 1. 0 Promo Winning Communication Skills for Telephone, Conference Calls

    • 2. 1 Quick Wins! Do THIS To Look and Sound Great on Skype Phone Calls

    • 3. 2 Never Confuse Personal Phone Use with Business Telephone Use Again

    • 4. 3 Why Your Phone is the Best Secret Business App Ever

    • 5. 4 Planning Your Successful Phone Environment

    • 6. 5 Final Preparation for Your Successful Phone Meetings

    • 7. 6 Making Sure Your Phone Passes Your Friend Test

    • 8. 7 Planning for Winning Conference Calls

    • 9. 8 Look Prime Time Ready for Your Video Calls

    • 10. 9 Placing Phone Calls Like the Consummate Professional

    • 11. 10 Always Knowing the Best Time to Call Clients and Prospects

    • 12. 11 Now You will Never Wake Up a Client in the Middle of the Night

    • 13. 12 Answering the Phone so Everybody Knows You are Ready for Business

    • 14. 13 No Such Thing As Answering The Phone Too Quickly These Days

    • 15. 14 Your Clients Will Never Think You are Screaming At Them Again

    • 16. 15 Knowing How to Sound Your Very Best Every Time

    • 17. 16 The Right Way to Put Someone On Hold

    • 18. 17 Making Sure They Only Hear the Magic of Your Voice

    • 19. 18 Being a Professional to Every Generation, Regardless of Your Own Preferences

    • 20. 19 Voicemail That Soothes, Not Angers

    • 21. 20 Best Voicemail Messages for Success

    • 22. 21 Take 1, Take 2, Take 3 Until You Get It Right

    • 23. 22 Never Be Busy for Clients and Bosses Again

    • 24. 23 Making Your Phone Disappear At the Perfect Moments

    • 25. 24 Tit for Tat and Text for Text

    • 26. 25 Better Than the Best Hollywood Goodbyes

    • 27. 26 Conclusion You Are Now a Master of the Telephone for Every Business Situation

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About This Class

Telephone skills in the workplace are essential for business success. Conference calls, client updates, Skype/Zoom video meetings, and even job interviews are all conducted through the help of telephones and smart phones. In a digital era filled with endless emails and social media posts, the live human voice remains a singular power.

Are you and members of your team using the telephone for maximum business success?

Do you have Baby Boomers in your organization who are afraid of Skype video and Apple FaceTime and are slow to text clients and customers who may be Millennials?

Do you have Millennials on your team who don't realize that Baby Boomers expect their calls answered and their voicemails returned?

This course is for anyone on your team who uses a telephone and for everyone who wants to increase their communications and business successes with customers, clients, prospects, colleagues, investors, and bosses.

What will students achieve or be able to do after taking this course?

  • Communicate effectively using the phone with clients, customers, colleagues and bosses
  • Avoid telephone blunders that strike others as rude and unprofessional
  • Speak effectively on business conference calls
  • Present confidently on Skype and FaceTime calls
  • Use the telephone effectively in all aspects of business life

Please note: this is a telephone communications skills course conducted by a real person who is speaking and demonstrating communication skills. If you are looking for a course with lots of animation, slides, special effects, slick edits, and robotic voices, this course is not for you.

Meet Your Teacher

Teacher Profile Image

TJ Walker

Public Speaking and Media Training Expert


TJ Walker is the founder of Media Training Worldwide and has been conducting public speaking training workshops and seminars since 1984. Walker has trained Presidents of countries, Prime Ministers, Nobel Peace Prize winners, Super Bowl winners, US Senators, Miss Universes and Members of Parliament .

Walker has more than 100,000 online course enrollments and more than 100,000 online students.

His book, "Secret to Foolproof Presentations" was a USA Today # 1 Bestseller, as well as a Wall Street Journal, and Business Week Bestseller.

Walker is also the author of "Media Training AZ" and "Media Training Success."

In 2009, Walker set the Guinness Book of World Records for Most Talk Radio Appearances ever in a 24 hour period.

Walker has also served as a forme... See full profile

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1. 0 Promo Winning Communication Skills for Telephone, Conference Calls: this. It's one of the most powerful business tools ever created. A simple telephone, although these days it's probably gonna look a lot more like this. A cell phone. Nothing is more intimate, and his powerful is the human voice. This allows us to communicate with people a lot more conveniently than driving across town or across the country or flying across the world. They can hear us right away, and it's so much more intimate than just another email. Unfortunately, nobody teaches us basic telephone etiquette in school, high school or college or graduate school. That's what this course is about. How you can use the telephone for maximum positive impact to help your business and help your career. I'm T. J. Walker. I'm a business communications trainer. I work with executives all over the world how to communicate more effectively. If you really wanna up your game and make sure you're using the telephone to maximum benefit for your career, go ahead and roll today 2. 1 Quick Wins! Do THIS To Look and Sound Great on Skype Phone Calls: your time is valuable, so I want to give you some quick wins when it comes to how to use your phone more effectively in business. For starters, if it's a really, really important coal, perhaps you're interviewing for a job. Perhaps you're trying to get the biggest new client for your business ever. You want to sound your absolute best. Here's a tip stand. When you're doing the phone call, you'll have more breath. You'll have more energy. You'll have a greater range in your voice and try to find a mere you can look at and actually smile. I realize that sounds cheesy, but when you smile, it comes out in your voice. You'll sound more upbeat. Mawr focused, more energetic, more excited to be there. That's what new employers want here. That's also what clients and client prospects want to hear. Another quick tip. If you're conducting a business call through face time video or Skype video, most the time people are holding a phone down like this. What happens is it shoots up your nose. The brightest thing on the screen is going to be the light above you. It's going to look horrible. Your face will be old, black and out. Here's the quick tip. Hold the phone a couple of inches above your eyes. Now it's a much more flattering angle on your face. The lighting will be better because you're not shooting the lights from the ceiling. A couple of quick tips. This course is going to be full of them, so get ready. By the time we're done, you're gonna be a real pro at using the cell phone and a regular phone in any kind of phone for every aspect of your career. 3. 2 Never Confuse Personal Phone Use with Business Telephone Use Again: So why is there a need for this course? People have been using phones their whole life these days. Five year olds use phones. What's the difference for business? Well, let me tell you, there's a huge difference between how you use a phone in business, your work life versus your personal life. There are a lot of things that are perfectly acceptable to dio with friends, family. But if you do it in a business situation, you will. Those clients, you will lose customers. You will lose promotions. So let's clearly define what we're talking about here. This is not how to call your best friend and say, Let's go to a party. This is about how to use the phone for business and really understanding the difference is what's appropriate. What is it? If you call your best friend and you don't leave a message, you know they're gonna see you call. Don't call you back, doesn't matter. But if a very important prospector client calls you and it goes to your cell phone and you then call back and you don't leave a message, they have no idea it's you. They may have had 10 or 20 other calls coming. They're not going to go through and see what number corresponds to what? So if they think you didn't return their call, they're going to think you don't care. You don't want their business. You don't want the job. So get clear cut Example. What can work? Calling your best friend or a family member can mean absolute career destruction if you do the same thing when it comes to how you use the phone in your business life. So these were the things we're gonna cover in this course of really learning this division . I'm not telling you. You have to use my system for every call on your personal you don't, and you don't have to use the techniques. I'm gonna advocate in every single situation in your business life. But when in doubt, I believe these are the basic principles that will help you the most and eliminate the chances that you've needlessly offended someone confused A client, customer, prospect, boss or co worker. These are the principles that will protect you the most and help you advance your message, your agenda, your business and your career. 4. 3 Why Your Phone is the Best Secret Business App Ever: we need to start off by recognizing the unique power of the phone and therefore the human voice. That's what the phone is good for, conveying the human voice and a lot of things that are distinct about that. When you call someone, it shows a certain level of importance. It's not just a quick email. It's not just a quick text. The phone is uniquely valuable for communicating things that are of extreme importance. I want this job. We want you to hire us. We're firing you. You've had a loved one who has died. I mean, nobody wants to get an email or a text saying, Will you marry May or your child has died or your father has died. It's considered too impersonal. That's the beauty of the telephone. It's much, much more personal. It's a way of putting a spotlight, Ah, message that you think is important. It's a way for other people to communicate important things to you, and that's why you're gonna pay attention and I'm gonna give you some techniques for really making sure it sticks with you. But it's also why you're going to use the phone to communicate important things. Think about your own work day. How many emails do you get in an average day, versus an average week? Now think about how many phone calls do you get. If you're like me or most people, you probably get, Ah, 100 emails, maybe 1000 emails for every phone call. What stands out more now you can say you don't like phone calls or it's annoying. But if you're trying to do a serious important part of business, get a new client. There's nothing like, Ah, phone call from a new client who says Yes, we want to work with you. Send over the contract much more powerful than just an email. So always be thinking about not just how to use the phone, but when it is appropriate. There are times when a simple email or text will be fine, but for important information, serious stuff, things critical to your business mission. Things critical to your most important customers. Clients prospects. Your bosses. That's when you can't meet in person. The phone is the next best thing 5. 4 Planning Your Successful Phone Environment: when you have an important phone call to make or you'll be receiving one, or if it's an important conference call, it's important to plan in advance. Plan out your environment to increase the odds that this is going to be an effective phone call. For starters, you need to eliminate distractions. Find a quiet place if you're talking Teoh, your most important client of your pitching, the most important prospect, and you're in a noisy pit oven office, and there are conference rooms that are quiet. The other end of the hallway will plan in advance and go down there before you make the call or before the call starts. With someone calling you You want as quiet and environment is possible now in some offices . Or if it's a home office, you may have music on that may relax you. It may be soothing. You may enjoy it. That's all wonderful. That's fantastic. Guess what nobody else cares about what you like for your work day. If you're calling someone or someone's calling you, all they care about is their message. Their idea. What's going on, their business, their life, they're part of the job. So eliminate distractions one reason you want a big quiet is if you have to talk over some loud noise. That's annoying to listen to when you're talking overall out noise. For example, while driving a car, you're flattening your voice out. You're making yourself monitor, and it kind of feels from the other end like they're being yelled at. Nobody likes someone yelling at your yelling because you need to hear yourself over traffic noise, other distractions. But to the person on the other end of the phone, all they know is you're yelling at them. They can, intellectually realised, well teaches in a noisy, straight or noisy restaurant. But emotionally and still, I'm yelling at them and it's not positive. Let's talk about driving. I understand we're all busy. We all have. Busy lives were also important. Well, multi task. Here's the thing. If you're trying to have an important phone call and you really want someone to pay attention, don't be driving. I understand there are times someone's trying to sell you a new aluminum, citing and you're not sure you're even interested. Yeah, you can tell that person to call you on your drive home. And if you're only giving halfway attention. It's not that big a deal. It's not going to affect your business because you're not the one selling aluminum siding. But when it comes to your business, what you're trying to sell, what you're trying to advance, what you're trying to promote with your vendors, customers, clients prospects. Investors eliminate the distractions because when you're driving there, several things that happened, there's the hum of the car. You can have the most fantastic electric Tesla. There's gonna be all the other sounds going by from other cars. Highway sounds honking, so that's distracting to the person on the other end. It's also distracting to you. The other problem is, your brain is seeing all this information. You have to pay attention or you will die. So you're giving much less attention to the person speaking to you. So I realize it's tempting. And if someone wants to start a conference call of five oclock and you'd like to be on the road then going home, the tendency is just just get in your car a minute early and take the call in the car. Don't do it when it's important. Stay away from driving. Stay away from noise. Try not to be outside. Hey, it's a beautiful, sunny day, one like Take it outside. The birds are singing. Well, that's the problem. The birds are singing. They're too many distractions also within your office. If you really, really are trying to focus on the person, get what they're talking about, be as responsive as possible. I'd go as far as turning off your computer. Do what I just did. I don't want to be distracted right now. I literally turned my phone off. I've got to use another phone, obviously, but from using an office phone, turn my cellphone off. That way, if I get texts from friends about what to do Saturday night, I'm not looking down at that while talking on another phone. It's not distracting the final thing, and so you're gonna hate me for this, But I'm gonna give you my best advice. You could do with it what you want. If you really want to plan your environment the right way for making phone calls, don't ever use the speakerphone. What are you talking about? T. J? We do all our conference calls, a speakerphone. How else are people getting hit Here's the problem with speaker phone. The microphone is going to clip certain words. Kant's become cans. There's confusion. It's harder for people to understand you. Number one. Number two. You have to project your voice. So you're kind of talking like this and you're projecting and you sound like the schoolteacher. It makes you kind of monotone flat. You can sound angry. It also tires you out. Frankly, it takes a lot more energy to project if you're talking to a speaker on a conference table three feet, four feet, in some cases 10 feet away, and it's just gonna really cut down on the audio quality. Frankly, nobody likes it when someone's talking on a speakerphone, whether it's a big fancy speaker phone system in an office or just the speakerphone on your cell phone again, there are exceptions. You're trying to learn how toe cook something and you're talking to a family member and you're in the kitchen. You need both hands. I understand it, I get it. But when you're talking to people on business, they don't like it because the audio quality's worse. It's harder to hear in the back of their mind, they're thinking Well, what's this person doing? Or they're still typing. Are they reading the newspaper where they need their hands? For many, many people interpreted, whether intellectually or just emotionally, as a sign of disrespect. If you're on the speakerphone now, it raises the question. What do you do? If there's five people in your office and everyone needs to hear well, use a free conference call system everyone condemn IOL in, and they can be on their phone in a different. Or you could even be on, ah, phone each person individually in the same room and hear it. Another option you can do is have it on speakerphone if there five of your colleagues will have to listen to a boss or a client or a colleague, But then, when someone in your room is speaking, pick up the receiver intel, because everyone in the room can still here. But the quality of the audio for the person on the other end will be vastly superior. Remember, most microphones in phones are built for maximum effectiveness. If you're just inch and 1/2 maybe two inches away when you're further away, it really distorts the audio quality. So plan your environment to increase your odds of effective communication before the phone call ever starts, whether you're sending a call, initiating one or receiving one. 6. 5 Final Preparation for Your Successful Phone Meetings: in addition to planning your environment in advance before important phone calls. Conference calls video conferences, it's important to plan everything else you might need because your client, your customer, your boss might be highly impatient. They don't wanna wait for you to go through a whole bunch of files or have to dig out something or get up and go to a file cabinet somewhere. They want it right now. So if you get any papers or documents you're going to be referring to during the phone, call the conference call the Skype have it all laid out on your desk. Additionally, there's nothing like a good old fashioned pad and pen for taking notes during these calls. And so you think, Well, you know T. J, you old guy. Look at that great here. Nobody uses pad and pen anymore. I'll just type. Here's the problem with typing. When people hear you typing, it's distracting. And there's a part of you part of them wondering, What's this person typing? Are they doing other business while they're talking to me? Are they chatting with friends on Facebook? Are they texting friends saying you can't leave this idiot? I'm talking on the phone. Now it's just distracting this way. Whether you have a headset or you're having to hold a phone, you've got one free hand, a pen, paper or pencil and take detailed notes. Anything else you need if you're gonna be showing slides through any form of a screen sharing using zooms got have everything ready? Respect? The time of the people you're speaking to in business doesn't matter if it's a coworker. Someone junior to you in another office respect their time. They will respect you. And it's going to ultimately benefit Suarez, boosting your own reputation. So plan. Get everything you need all together in advance of the call. 7. 6 Making Sure Your Phone Passes Your Friend Test: you need to know exactly how your technology works. I don't mean you literally have to open the back of the phone and figure out where every little electronic device connects. But you do need to know the basics of what the most effective way is to use your phone. My recommendation is call a friend. In this case, it could be a family member and ask them How do I sound and talk to it an inch away inch and 1/2 2 inches and on and give get feedback from them on what actually sounds the best, because every phone could be a little bit different. Your voice could be a little different. You need to know what is the best way to use your phone as faras the distance from the microphone. I can tell you right now the best way is not going to be two feet away with on speakerphone . We've already talked about that. I hope I've convinced you not to use speakerphone other than extreme situations, where you absolutely have to have both hands free. A couple of other things that are relatively modern problems with respect to phones, especially for those of you who get new cell phones frequently as ideo I had recently upgraded from one iPhone to the next went to the same company that always sold me the phone . I asked for a protective cover. I got the protective governor and all of a sudden I'm noticing about 1/3 of the people in speaking to are saying, huh What? They couldn't hear me. I kept on thinking it was because it was a new phone. I need an update. Will know The company that sold me the phone and sold me the protective cover sold me the wrong version of a cover. So it fit the right size. But it was for the previous edition, and the version they gave me covered one of the three microphones on the phone. So it was destroying the audio quality. I'm ashamed to say it took me a couple of months to finally figure this out Very important . When people tell you they're having trouble hearing you believe them, do whatever it takes to make sure you're coming across clear. That's why I recommend testing. That's why I recommend instantly trying to troubleshoot change things, make sure you don't have a cover that's obscuring one of the microphone. So this your first homework assignment call family friend colleague could be someone in the next cubicle and ask them to tell you to give you honest feedback. How does it sound to you? Sound muffled. Is there anything unclear? How is the volume really get feedback and there's any problem at all? Let's figure out the solution right now, so please don't just faster over to the next video. Take through seconds and call somebody and let's really get an assessment. Figure out close. You need to be to your phone and if there any other problems with the microphone on your phone or if there's anything covering it. 8. 7 Planning for Winning Conference Calls: a great way to connect with team members who live and work in different cities, different countries or clients. Spread out around the world is a conference call. Here's some tips on how to make the most out of your conference calls. Now we've already covered. Please don't use a speakerphone. You're gonna get tired of me saying that some fuel right in the reviews. You talked about not using speaker phones and yet people still do it. I want to give you some other tips. Realize a conference call is a business meeting, and it deserves the same amount of planning and respect of any other meeting. Too often, people just let's just hop on, have a conference call and chew it out. Yet they wouldn't ask people to drive across town and spent an hour meeting with no agenda . So the first item on your checklist should be Have an agenda. Know exactly what you want to come across with what you want to accomplish in any conference call. Have some structure to it. He'll come across much more effective. Also realize if other people are talking to you in other cities, they likely are going to be on a speakerphone because we can't control them if they're multiple people in the same room. Because of that, it's gonna be harder for you to hear. Sometimes two people will talk at once. They'll be crosstalk. It'll be much harder. So you've got to actively listen. And on the one hand, you don't want to interrupt. But you do want to interrupt quickly. If you did not hear something, if you didn't understand something, so what I would recommend is relatively loudly saying, Excuse me, I couldn't hear the last 20 seconds. The audio dropped out or I couldn't hear because of the cross talk. Could you please repeat you do it like that? It's not going to seem like rude interrupting, and people will actually appreciate the fact that you're trying to get the ideas conveyed and that you're trying to really understand them now. Sometimes conference calls can get long, and before you know it, you're checking email. I've done it before myself. You're checking Facebook. Don't do it, really focus. Listen carefully. Be thinking visualising what the person is talking about. Ask questions when there's a pause when there's a time you don't want to be interrupting people on the phone, whether it's a conference call or any other call. But when they've said something and you're thinking about it, it is appropriate to summarize, to paraphrase, to make sure you're getting it. Show them you're listening. Show them that your understanding. So you do periodically want. To paraphrase summarize, I also highly recommend taking detailed notes. We talked about that in the previous lecture. Take notes of any important phone call for business, whether it's a conference call or anything else. But here's something most people don't do but will make your conference call's much more effective. Not only take your notes, but then summarize the meeting from your perspective. Summarize what you think everyone is supposed to do after that and email it to all the participants. Whether that's your official job, whether anyone asked you to do that or not, everyone will be impressed. Bosses, colleagues, customers, clients. You know who else this helps? You were all human beings. We all forget things. So the sheer act of writing it down and then typing it, proofing it and then hitting send email will make all the key ideas from that conference call really sink in to you much more firmly. This will help. It's a little extra work, but not much, so please give it a try. 9. 8 Look Prime Time Ready for Your Video Calls: these days, a phone isn't just a phone. It's, Ah, modern many TV studio, which means you can make phone calls using video. There's FaceTime video there, Skype. There's all sorts of different applications. I'm not here to try to promote anyone brand, but I would. I do want you to do is to think about how you can come across your most effective way possible. When you are speaking to someone over the phone and you're using video, there's so much more information conveyed. When there is video, people can see your face. They can see whether you have bags under your eyes and look like you haven't slept. They can detect more about your emotional state, so it is much more powerful. I certainly prefer to speak to people through a life Skype video or WebEx so I can connect with him where I can see them. They can see me. You might not prefer that it might not be used that often in your corporate culture, your organization, your clients might not like it, but if you do have the opportunity, it's a very powerful tool. I mentioned in the very first video of this whole course a couple of tips about the angle again makes so many people look bad. And the reason they don't like video is they are afraid they're gonna look awful, stupid, bad. And if you hold your cell phone down here and shooting up your nose horrible lighting, it is gonna look that. So I want to give you some techniques. If you're going to use a cell phone or any mobile device for a video phone, ways of looking a lot better. For starters, have the phone a couple of inches above your eyes. Now you can even put this on a bookshelf and you're standing and you just walk a few feet away. Or, if you're sitting down, put it on a stack of books on your desk and aiming that way of all else fails. Just hold it like this. Yeah, your arm might get tired, but if it's only three minutes, big deal. Not suggesting you hold it like this for two hours. You wanna have more light in front of you than behind you. I'm not suggesting you take all day long and come up with some elaborate lighting grid. What I am suggesting is just look around your room, you're at your desk and there's a window behind you and it's a sunny day and you're holding the camera in front of you and the windows behind you. It's gonna look awful because the light is so bright coming from outdoors and your face is going to get all dark in that when I'd recommend just turn around, have the light from the window hitting your face and you're recording from the opposite direction in general, as long as you have mawr light on your face, more like going this whites that of coming from behind you. You'll look fine for any kind of telephone calls Skype Conference video conference with people that we're back to the whole issue of audio because if you're holding your phone like this, you're further away. In most cases using earbuds, the the microphone and headset that comes with, ah, lot of phones, older iPhones. The mic is pretty good on that, so you can just use that if you're going to be doing a lot of phone conferencing through video, I would recommend you dio what ideo again? I'm not selling any brand today, but I just use a simple love, Mike. I can plug it onto my shirt jacket tie. He's cost about 20 bucks from Amazon or any other electronic store, so you plug it in. It's much more of a professional looking mike. Professional sounding Mike will plug into a phone or whatever device you're using. You really want to take it up a notch. Now I do. There's more with my computer and iPad if I'm doing Skype, but I actually use an ear piece. That way, I don't have to use the earbuds from using an iPhone. This is just like what? A professional broadcaster uses this quicks onto the back and then goes around into my ear and you don't see it. So it looks very professional again, this constantly 20 bucks on Amazon in simple ear piece, and it's very effective. You could do it for phones. You can use it for iPads any other computer, so these were some of the basics you need to think about when it comes to using video phone calls. The other big problem for most people is because they're self conscious because they're nervous about who How am I gonna look? People freeze so if you have the best message. Well, thank you, sir. We would love to do business with you. We can do wonders for the marketing of company X Y Z. The message might be fine, but would you want to do business with that person? I don't think so, because I looked scared, stiff, bored and boring. So the biggest thing to remember when you're doing any kind of video telephone conferences you have to move to your face. You have to move your head, you need to move your body. And, yes, you even need to move your hands. Now your hands don't have to be visible to the person seeing you. It may be much tighter shot than how you're seeing me now, but the sheer fact that you're moving your hands means you're much more likely to be moving your body, your head, your face, your eyebrows and you'll look like a real human being. That's the key. It's not about being beautiful or perfect or glamorous. It's just about not looking like a scared, stiff frozen robot. That's what makes people scared. Afraid to do video also really keep in mind the professionalism of what's behind you I have . Here is what I do when I'm doing a Skype video conference. This is just a white power point slides on a TV screen. You don't have to be that fancy, But if you're on the road, if you're doing escape video conference call and you're at a conference in your hotel room . Don't show an unmade bed behind you is just distracted. Looks unprofessional, and sometimes it's simply a matter of sitting on the bed and you're now showing the wall behind you. No one can see the bed, so really, look at it. See how other people see you on this video call? Because if there's anything distracting, I've seen people doing even videos here on you. To me, where behind them, you see all kinds of liquor bottles and stuff. You think, Wow, I wonder what this person likes to party. All these distractions. It's okay to have a professional office, a lamp, photos, something like that. Books air fine if you're in a library, but just give it some thought, because human beings air easily distracted by any visual that's more interesting than looking at the face. Give it thought, and I think what you'll find is video conference calls can be the most effective form of using the phone of all once you get comfortable with it. 10. 9 Placing Phone Calls Like the Consummate Professional: Sunday near Can I speak to Sanjay? That's not how you make a phone call. Let's go over some basics now of when you were the one placing the call in a business setting. For starters, you need to sound pleasant. No one wants to deal with someone angry, grumpy, rushed. You might be having a bad day. Nobody else cares. So for starters, you need to have a pleasant tone of all. I don't mean Mr Happy Ha ha. Have a nice I don't mean anything fake cheesy, but just a pleasant tone of voice. And then you need to cover a few basics. You need to state your name, your organization. Why you're calling. Hi, my name is T. J. Walker with media training worldwide. I'm calling Jan to follow up on the request for a proposal she asked me about last week regarding media training for the organization. Is she available today? It takes less than 20 seconds, but I've covered the basics so I don't force the receptionist or some other administrative assistant or anyone else to go through. Well, who is this and why is your call? Why are you coming? I tell the person who you're with. I made it all simple, clear, and I'm sending a signal. I don't know who I'm talking to. It could be an intern. Could be the CEO of a company. I'm sending a signal that I'm a professional person, that I'm respectful of the people on the other end of the phone, and I like to be treated respectfully to, So it sounds obvious it sounds basic, but so few people do it. They just say, May I speak to so and so And it could be abrupt. Now, if you're calling and you're getting the person directly, if all you do is say it was Jane there and you're now talking to Jane, she may be thinking, Well, I don't recognize the number. Who is this? I could just say I'm busy. Not a good time. What you gonna do then? If you've stated exactly who you are? Maybe she was expecting your call. Didn't recognize the number. Maybe she's happy to speak to someone from your organization about this issue, even though she didn't know you were going to call. So state exactly who you are. Why you're calling where your front. Let's start off with the basics. I know it sounds obvious, but it's often not done 11. 10 Always Knowing the Best Time to Call Clients and Prospects: Hi, Samantha. This is T. J. Walker from Media Training Worldwide. Just following up on the email you sent earlier today asking for a proposal for presentation skills training. Is this a good time to speak now for five minutes or so? Ask the person If this is a good time, it's basic courtesy. It might not be a good time, but an hour from now might be ask. It's great information shows you're respectful. 12. 11 Now You will Never Wake Up a Client in the Middle of the Night: When you're placing calls to clients, prospects, colleagues, you need to be keenly aware of where they are in the world these days. Even one person Businesses are international. You can have clients from any country, any time zone in the world. You don't want to call someone. It goes to their cell phone and wakes them up with three in the morning, even though it's three in the afternoon in your office. So be aware. If you're not sure, they just go to Google and type in time in that city, it will tell you what time it is. Obviously, if some prospect calls leaves a message at seven in the morning, you don't know where they're calling from, and you can't call back until 10. No one's gonna really fault you for that if they haven't alerted us to where they are and you can't know for any other reason. But if it's an existing client, customer or prospect who tells you what city they're in or what country they're in, you need to be aware of time zones. You also need to be aware of their normal work week. Some of my clients in the Middle East they take off Friday and Saturday. So if I call beyond 8 a.m. my time Thursday morning, I've already hit their weekend, so that's being rude to them. So you need to be aware that other clients of might even in the Middle East, they have the same Saturday, Sunday days off that we have here in the United States. So don't assume it's something you can check in about two seconds on Wikipedia or Google, but the less you're returning, someone's call are calling in them for the first time, hitting them on the weekend the better. It's common sense on the one hand, but if you're not used to dealing with people people internationally, it's not quite so common. There also will talk about this in the voicemail section. Some cultural differences with respect to voicemail. There some cultures where it's not just the young people, it's people of any age. Just don't use voice mail. You might find it annoying. If you want to do work in that culture, you'll have to deal with it. You'll be better off sending an email, perhaps a text if you're calling, and you do like I do when you do a lot of calls through Skype. They're not going to see your number. Figure it out. So you got to figure out some other way of letting the note you called where you reached out to them because they won't see just by what pops up on the phone. 13. 12 Answering the Phone so Everybody Knows You are Ready for Business: Hello. What do you want? Obviously, that's not how you answer the phone. Now they're different customs and different organizations. What I think is the easiest for most people to do is just state their name. And the organization someone calls me doesn't matter what time of day or night, cause I do use my personal five different phone numbers. But I use my personal phone same as my office. When I have things forward into this and unless I see it's from a friend or family member, I'll just answer T. J Walker Media Training worldwide. This does a couple of things. If I just say T. J. Walker and someone went to my website and they didn't see my name anywhere, they just wanted to call and ask for proposal for media training, your public speaking training. If I just say T. J. Walker, they're gonna be confused. They're gonna wonder if they messed up. Did they dial someone wrong number? Do they bother someone by saying the organization? It makes it easy for the person calling me. So I do recommend you state your name and your organization. Now some people highly recommend How may I help you. I don't do that. It's not wrong if you want to. I don't think it's essential. The main thing is you want to sound pleasant. You may be in a tense conversation with another colleague. You may have just been fired. You may be in a bad mood. You may have a stomach ache. Nobody else cares. Ah, Prospect calling you doesn't care. Colleague on the other side of the planet doesn't care. They just want to talk to you now. So be pleasant. Put a pleasant tone of voice on. Not super fake fancies. Syrupy, but just a pleasant tone of voice. And that leads someone. Okay, I'm here for you. That's all it takes when you're answering the phone. 14. 13 No Such Thing As Answering The Phone Too Quickly These Days: try to answer your phone is quickly as possible for most people. If a phone call is going to, their cell phone is right there. It is pretty quick. Some people still like to let the phone ring a whole bunch to somehow like they're not too eager. I don't think you can really answer a phone too quickly. I don't think there's any negative vibes anyone's gonna pick up on that I would suggest to you. Many cell phone plans haven't option of how many rings it does before it goes to voicemail . You don't want to make someone have to call and go through 10 12 rings before it hits the voicemail. I would say after four rings. If you can't pick it up, let it go to voicemail. That's less time that you're taking on the person trying to call you just makes it a lot easier, so I would go ahead and put your setting on that. That's your homework assignment right now. Call your own phone. See how many rings it takes before your voicemail sets 15. 14 Your Clients Will Never Think You are Screaming At Them Again: What? Huh? I can't hear you. You're looking for what kind of and see how annoying that is. Here's the lesson. Don't answer your phone. If you're in a really noisy, loud place, restaurants could be noisy. Nightclubs could be noisy. Far better to see a phone calls coming in. Let it go to voicemail and then excuse yourself. Go outside. Go to a quiet place. Return the call five minutes later when it's quiet. This way, you can have a normal tone of voice. You may have a client prospect calling you its three in the afternoon For them, buddy, it's nine PM for you. You're it. You're off duty. It's nightclub your maybe having a good time, having a glass of wine or two. Don't show that side of your life, your reality to the client or prospect of that moment. Find a quiet place. Wait till you're in a quiet place before you take the call. You don't have to be shouting over music over background sound over the the loud clatter of people. If you're noisy restaurant, you want quiet when you're taking most the time. Of course, there could be exceptions where it's a client you're dealing with. It's a very intense crisis situation. You're going back and forth. They have to get a hold of you instantly. And you've already talked a dozen times a day. Yeah, maybe you pick up instantly no matter where you are. But otherwise you don't want to expose someone the first time talking to you, and they're hearing you shouting. It just does not make a good impression, Anil. So don't do that. Speed and good impressions. If you're out, everybody deserves to relax in their own way. But if you had a couple glasses of wine, you're a nice loud fund. Place my recommendation. Just don't take the cold. Return the call tomorrow because you may think you're perfectly fine. But if you have even, ah, 5% slur in your speech, that might make a permanent negative impression on a client customer or boss. So make sure that you're not doing anything to expose yourself to criticism when you're taking calls after hours 16. 15 Knowing How to Sound Your Very Best Every Time: So you have initiated the call. You're on the call. How do you really come across your best? I gave you a few tips earlier, and I want to reinforce those now, for starters, have a pleasant tone of voice. No one wants to talk to a grumpy person. Actually, smart. I know it sounds ridiculous and cheesy, but actually smiling when you're talking on the phone will help. You'll have a more pleasant tone, and don't ask me why. But somehow it works. And if you even look at a mirror of yourself smiling, you'll have a more pleasant tone. Standing. He'll sound better. You'll be able to breathe more fully. You'll be able to to gesture more. You'll be able to resonate MAWR, so standing when you talk can actually help. It's not essential, but if you want to give yourself that final 1% extra, it can be incredibly helpful. When you're talking to a client customer prospect. Don't ever make them feel rushed. I understand there may be times when you are rushed. You can always apologize and in a non rush way, say I apologize. I have to leave now to catch a plane to come See you for the meeting tomorrow. Give a reason, but otherwise let them talk. Don't rush. Also, don't hop right in. If you're talking to someone who is an existing client customer, prospector, boss and you already know them, it could be seen as too rude to abrupt. Have a little small talk as capture doing If it's a beautiful day where you are, say how beautiful it isn't asked how their days now if you since they're incredibly rushed , or there one of these people who always wants to get in and out and off the phone as quickly as possible. You can dispense with the small talk, but if you're not certain, it's better to just spend 30 seconds, 60 seconds on some pleasantries before hopping into the main purpose of your call. It's got to be proportional if it's really just one quick question from a colleague in the Cleveland office. Sure, call up, ask get it and get on. But if it is a client, a colleague, someone else you report to and you know you're in, have to talk to them for 10 minutes and you haven't talked in a few days. Will 30 seconds. 60 seconds. It's proportionate. It's only 1/10 of the 10 minute phone call, so try to have some small talk. Next. How are you coming across? And by that, um, doing mean, uh, that you're using a lot of fillers when you're uncomfortable. This comes out when you're talking to clients, prospects, bosses. When people are uncomfortable above their thinking, What do I say? And that's when the fillers, the oz, the thumbs, the earth, the you knows the SOS come out again and again and again my recommendation. Record yourself and listen to it. That's the homework assignment. I've been very light on homework in this course, so don't complain about the level of homework. But this is not the sort of class where it really helps to just do multiple choice tests and write a bunch of sentences. You need to hear yourself speaking on the phone, so the homework is. I need you to call somebody, have a conversation, get a second cell phone or use your laptop or iPad to record just your part of the conversation doesn't matter what the other person does, and I need you to really count your eyes. Your um, jurors the you knows and C are you coming across well beyond that, do you come across a somewhat interesting? Do you like the quality of your voice? Do you sound fully conversational, or do you sound like you're reading a script? Nobody wants to sound like, Ah, script reader, and nobody wants to listen to someone who sounds like they're reading a script. How many of us get phone calls? Sometimes daily from some sort of Tell a telemarketer and you can tell it takes less than a second to tell when someone's reading. We all have built into us this instinctive ability to detect on someone's reading to us on the phone. You don't want to sound like you're reading. And by the way, this applies to conference calls. Any kind of cool. I do not recommend you ever read on the phone to someone they could figure it out. They can hear it. Of course, there are exceptions if you are doing a quarterly conference call and you are the CFO for a publicly traded company and you have to read legal boilerplate or your lawyers say you're going to prison by all means, read. But realize at that moment you're not trying to really communicate. You're just checking a box for any other time when you're talking to someone and you've initiated the call, especially, you want to just talk. You want to be conversational. So I need you to record yourself having a conversation, ideally, work related with another colleague, perhaps a friend. A body appear unequal and just talk to them as if you were talking to a client recorded. Listen to it. Figure out what you like. What you don't like. That's the homework. Do it right now. 17. 16 The Right Way to Put Someone On Hold: Excuse me. One moment. I have a sick child. It's school and I'm just waiting on the call from the school. May put you on hold for one moment, please. That's how you should ask someone to be put on hold. Don't just hang on a minute. Oh, I got to take that. If you just say that what you're telling the client customer bosses. Hey, you're not really very important that anybody, even a tele markers were important than you. It's very insulting to someone. So my recommendation don't put people on hold. But if you have to ask and give them a reason If you do that, then you come across is very respectful, polite. It's much easier on their ego. They'll have a better perception of you, and they're not gonna think you're rude. 18. 17 Making Sure They Only Hear the Magic of Your Voice: Do you want to hear that? I don't think so. You're probably discussed it already. You're probably looking for the one star rating button right now. Why do I do that? I just want to point out to you when you're talking on the phone, don't eat. People can hear it. It strikes them. Is route. Have I ever been guilty? That? Yes, but I try not to. And I especially trying not to When I'm talking to clients, customers, prospects and other decision makers involved in my own business. Should I never do that? I should never do that. But we're all human beings. So if I'm talking to my spouse or something and it's dinner time and I'm traveling yeah, I might do that. Learn what's appropriate in business situations. So you don't want to be sending any noises that air getting gonna be confusing to the business person you're speaking to. So eating can be a problem drinking, slurping. You may think you're really quiet, but the sipping sound debut louder than you think. So that's why I'm drinking my tea in between takes of shooting this course for you. Not during the actual video other than to make a point there. Typing is another one. We've talked about that, but when you're typing, people can hear it in the back of their mind. They're thinking, Oh, she's handling email Now he's talking to friends on Facebook. Typing don't make noise is the only thing someone should here when they're speaking to you on the phone is your voice. 19. 18 Being a Professional to Every Generation, Regardless of Your Own Preferences: okay, have been holding off on this part of the course. Now I gotta let it all hang out here and be totally candid with you. There are, in fact, some generational issues when it comes to how the phone is used. Different people of different generations used the phone differently. I'm not here to advocate for anyone. Generate no one generations better than the other. It's just different. But here's the thing. If you are in business or running a business or employees in a business with very few exceptions, you're gonna try to appeal the people off. All sorts of generations have been a bigger organization. There may be people from 16 to 80 working in your organization. If you have any kind of a business, it could be manufacturing designer T shirts. Yeah, maybe most of your customers or 22 years old. But you might have some that there's 75 years old buying something for their grandchild. Why needlessly alienate any customer or any prospect? So I'm advocating that you essentially become multi lingual fluent in generation speak. When it comes to dealing with the telephone and different people are bad, a different things believe me. I know people my age and older people who were pitching and screaming for 10 years, refusing to use text. Well, if a client send you a text question, you should text back the answer. So that's the fault of people my age and older who were grumpy. Stick in the muds, not open to new things. That was a problem that hurt them in business communication. Because, let's face it, these days you could be 62 years old and have a 28 year old boss in some corporations, a 28 year old send you a text at three. PM They're gonna want a text answer response. If they're in another city, another location or maybe even down the hall. They don't necessarily want you to get up, walk all the way down there, send them a big memo or call them. They just want to text back. So, uh, I want you to realize I'm not here is just a grumpy old man criticizing the young ones. Old people can be very guilty of not adapting to new technology and new uses of the phone. A lot of older people could, so I don't want to do Skype video or Zoom because they're nervous about the fact that their hair's bone out and they got wrinkles and jowls. So every age group has certain blind spots. So now that I've gotten that over the way, let's talk about, Ah, big problem with a lot of young people in the workplace again. We talked to the very beginning of this course about the difference between private life, social life and business life. I know a lot of people. I have young nieces and nephews where if I were to call them, it would be considered just a ridiculous, absurd breach of etiquette, almost obnoxious. If I were to leave a voicemail message beyond the pale, it will not be listened to and it will not be returned. And we get along perfectly fine. We have fine relationship is just That's not how people of a certain generation 18 1920 like to communicate as their of course, their exceptions. And of course, I'm making some generalizations here, but I'm just trying to be helpful. There are certain people of certain generations where you just don't answer the phone. It's just not something you dio you see someone called, and that's kind of a reminder to send them attacks, or you're gonna bump into them later. But you just don't answer the call. Well, if you do that in business, you may be fine. If absolutely every single person you deal with every investor, every client, every customer is your age group to how often does that really happen? If you have clients, customers, colleagues, investors, other people calling you pick up the phone, answer it. If you're in a critically important meeting, obviously don't. But if you're not doing something wildly important that takes 100% of your attention, answer the phone. People hate it when they can never get hold of account. Representative Our ah, marketing director that's supposed to be in charge of their camp and they hate it. They absolutely can't stand it If there let's say, over 40 or a certain age, younger people may think no problem. I'll send a text. You have to realize everyone is different, and if you're dealing with a customer client prospect, they expect you to bend to them. If they're the ones writing a check, if they're the ones paying you in the form of being a customer, a client or a boss. They expect you to bend to them and really care the way you want to communicate. Sorry, if that sounds cynical, I just think that's human nature, and we have to reflect that. It's selfish for you to expect people to bend to your needs again if it's your company and you want to run it the way you want to, and you don't really care if you alienate people, then by all means don't change. But the first thing I really want to stress is you've got to answer the phone that leads us to the next topic. Voice mail and their generational issues here, too. But they're people who are guilty of all ages on bad voicemail etiquette that in the next lecture 20. 19 Voicemail That Soothes, Not Angers: we have to talk about your voicemail. Now again, I tried my hardest not to sound like a grumpy old man in this course, and I think I held off for the most part a little bit in the last lecture. But I really gotta let it all out here. Many of you, of all ages, have a huge, huge voicemail problem, and it is destroying your credibility. It is harming your career. Advancements. It is shutting down your pipeline of new prospects, customers. Let's start with some of the basics. Okay? You've gotta have a voicemail on your cell phone if you don't have. And it's pretty rare for people not to. But every once in a while I encourage I encounter it. You calling it just rings and rings and rings, and then it goes dead. I do understand. There are some cultures in the world where it's just not the norm. And there are even some religious cultural influences as to why that is so. I don't mean to sound culturally insensitive, and I appreciate that here, on you, to me we have students from 190 countries. I personally have students from 183 countries at the moment of this recording, and if you are in a culture where it's just not the norm to have voicemail, I understand. But I do want to give you a tip. If you want to deal with people from other cultures, you need a voice mail. If you want to deal with people who are used to having voicemail, you're making it a lot harder from the to do work with you to feel comfortable with you because you're wasting their time if I have to call you 10 times before I get you and I can't leave a voicemail and I can't send you a text because I'm calling you through Skype and it doesn't work that way, Yeah, I could use what's up. That's another way. But you're making life difficult. So if you want to increase the odds of communicating more effectively with customers, clients, prospects, bosses, my vases number, you're gonna have a voicemail. Number two. This is gonna sound obvious, but it's not. You have to actually check your voicemail again. It's very common in my experience for people say under 38. Just don't listen to voicemail. You may have the function that record are takes the audio recording and converts it detects and you read it. That's fine. I'm not saying you literally have to listen to it, although in many cases the transcription isn't that great, and it's not gonna capture sense of emergency or the emotional component if you listen. So I do actually recommend you listen to the voice mail from Clinton at every telemarketer , but on important client or a boss, you've got to actually listen to it, because if someone leaves you a voicemail and you don't listen to it, how do you respond? If you don't respond? That's a slap in the face. You're telling the customer client prospect. You're not important. I don't respect your time because I'm now going to make you tell me the thing a second time . If I just call you and say, Hey, what's up? Your client or customer prospect may have left you a detailed message about a specific problem they want you to solve, and if you don't listen to it, you're wasting their time. It's a big world out there. There are a lot of other vendors, consultants, people who do what you do. Nobody has to work on Lee with you. So if you make life difficult for people, they'll find someone who will make life easy. So by all means, you've got toe, listen to voicemails and respond to them in a timely manner. Absolutely critical. Okay, next issue with voicemail. You gotta have an actual message that's personalized if I call you and all I get is the generic message you have reached 212764 for nine off of. First of all, it takes a long time to hear all those numbers and the generic message. Number two, I'm now wondering, Did I call the right person now? I got a look at the number I I wrote down. And if that's on the phone and it's the same phone, it's difficult. I gotta wonder. Is this person still in business? If I'm calling someone who is what I think I was a highly successful Internet consultant or a real estate broker, and I get just a generic number like that, there's a part of me, and I'm not the only one who thinks this one is a part of me that thinks what they're afraid to put up their own name to have bill collectors chasing them. Are they criminal or they drug dealing? What are they hiding from? It just doesn't sound professional to get a random number. Now I know a lot of people not picking on the young kids anymore. I know people, my agent older, who are independent real estate brokers who are independent, the technology consultants. And they have that situation where it's just a random number. And guess what? They don't make much money. They are some of the least successful people and nice people friendly people, but they just don't care about their image. They don't care about their reputation, and they make it really hard for people to get a hold of them. So you need a message and the message shouldn't be cute. See, we don't need to hear your dog barking again. If this were 10 or 20 years ago and everyone had a clear differentiation between, here's my home number of my home voicemail. Oh, are the recorder that played it back on the tape and here's the office phone. It would be different. But today things have blended together people's work phones, personal phones. Cellphones. Typically, that's not one phone. It all filters into one phone through call forwarding. So you need something that isn't too cute. See, that isn't just personal If people are calling you and it's a business call again, mine is very simple. I'm t. J. Walker and I state the name of my company. Leave a message. I'll call you back. It's that simple. So here's my homework assignment for you. I want you to have a friend call your voicemail and then tell you what they think Ask for any kind of feedback where they like. What do they not like? Some people try to be so Kurt and cute and say you've called T. J. Walker. Why click? I mean, that's cute for about two seconds the first time you hear it. If the person is less than 23 years old after that, if you're calling the person many times, it becomes annoying. Now. Weather really, really big issue. And this is a great way to get yourself taken off the list of someone seen as a rising stars and advancer of someone that we shouldn't do business with. Its when your voicemail is full and I realize some of your saying that teacher, you're just so old. Nobody uses voice. But I'm here to tell you people his voicemail. Maybe not your friends. Maybe not the people you date. Maybe not people you socialize with. Maybe not the people you graduated from college within the last five years. But people do like to leave voicemails. They've taken all the time and trouble to find your name. Find your phone number, dial, letting it ring. Hearing your message, they now want to leave a voicemail. So if you've gone through all that effort, you've heard this big, long message. And then now you're ready to leave your message and you hear this recording The person's voice mail is full and cannot accept new messages. Ah, it is extraordinarily annoying. I guarantee you, your boss is not impressed. Your new client is not impressed because now they've done all that work. They have to hit and call. And they have accomplished absolutely nothing but wasting their time thanks to you. So now they got to decide. Do they want a tax? Well, believe it or not, not everybody makes every single phone call from a cell phone, and this will really shock some of you. But I know plenty of people over 60 don't have smartphones. They use flip phones, they're not using text. And if they need to get a hold of you and they're not near a computer because they can't send email or text or their phone there just out of luck Do you want to write off all those people? You might not want a part of your socialize with people over 60 but they still have money, and their money still works anyplace else. You want to spend it so I'm begging you. I have a voicemail. Check your voice mail, have a personalized voicemail that is professional. That states your name, your organization. Make sure you take it all the voicemails out after you've heard them. Delete it. So there is space for new messages and then return the call that somebody calls you Colback . Now here's the message. Told people. Somebody text you with a question. Text back to them. Do this and you will be in great shape. 21. 20 Best Voicemail Messages for Success: When you're leaving a voicemail, it's critically important. You do the following things. For starters, state your name, your organization and the purpose of your call. Speak a little bit slower than normal and articulate. Not in a big fake, phony way, but articulate a little more clearly than usual. Give your phone number once and then give it a second time, even a little bit slower. If you do that, you'll come across professional. You'll make it easy for people to get back to you and the person you're calling you. Anything knows you by heart, but they may know 10 other people with your name. So unless you have a really distinctive name, state your full name. I mean your first or your last name. At least you don't have to state your middle name. But stager first and last name the organization. Make it clear for them, and if it's any kind of a call where you're not certain the person's gonna want to call you back right away, perhaps a prospect dangles something interesting. I don't mean she's here, provide you. Call me if you want to get rich in the next 24. I'm not suggesting you do anything overtly manipulative and cheesy and filled with Holcomb . But if you can give them a taste of what you're calling about and why it might benefit them to call you back, you'll increase the odds that they call you back. A lot of people, they get a voicemail, they hang up. I thank you. Do not do that. Gets of you're watching this and say, My gosh, T. J is a really old grumpy man. I'm just trying to help you make more money and succeed in business. I understand there are a lot of you under I'll say about the age of 39 where you never, ever, ever, ever, ever leave voicemail with friends and family. Fine. I'm not trying to change you. But if you're calling a customer client a prospect, do not call and then leave a voicemail. It's highly irritating to a lot of people. They can't stand it they're thinking about. Is this a telemarketer? I'm wasting my time. Or is this something important we need to call back? Uh oh. What do I do? It creates all this anxiety. So if you're gonna call someone, leave a message that's what the technology is there. There is literally nothing bad that can happen to you if you leave a voicemail after you've called someone and it goes to voicemail, it just makes life easier for everyone. You don't have to do this constant game of phone tag of people trying to figure out why do we even start trying to contact each other? It will all be there in your initial voicemail message. So please, I'm begging you. Hall, Get the voice, man. Leave a message. You may think you're calling an office phone, but the office phone has been forwarded to someone's cell phone. And if they just see ah, couple of missed messages, it's annoying. And they're gonna wonder. Was this important? Is this crisis what's really happening? Why keep them in doubt? It's not necessary to do that at all. So please leave the voicemail message. It's simple. Easy. Technology has been around a long time. You cannot go wrong by doing that. 22. 21 Take 1, Take 2, Take 3 Until You Get It Right: final important voicemail tip. Many voicemail systems allow you to listen to it and redo it if you're not happy. Very few people ever follow up on that, But do it now. You don't want to spend 10 hours listening and redoing a simple message to your boss. Every day will eat up too much time. But if it is someone who doesn't know you where there's not a strong pre existing relationship, a client prospect, maybe a brand new client and you're not sure, maybe you had a bunch of Oz and arms hit The button that allows you to listen to the message and then hit the buttons is if you're not happy, hit this button and re recorded. Keep recording it and listening to it until you're comfortable with it. This alone should take some of the stress off. A lot of times people get nervous, and that's when the UN's come out. If you know in advance, it is voicemail. Then it takes all the pressure off. You could just read to it until you're happy with. Also, I should have mentioned this earlier, but it's critical so often these days. We're just assuming it's gonna be voicemail. We can actually get a human being that were often shocked to have an actual human being pick up. That's the best of all possible worlds. Don't say. Oh, I was hoping to get your voicemail used. The opportunity to be ready for the opportunity to say exactly what you wanted to say. Don't make them hang up. So you leave a voicemail That's awkward and frankly, weird. Don't do that. Okay, here's your homework. I need you to leave a voicemail on someone's phone and then call them up. Ask them to tell you what they think of your voicemail. Get some feedback. Get it Critique from someone else. Ideally, in your place of business of what they think of the message you leave on your voicemail. Please do that now. 23. 22 Never Be Busy for Clients and Bosses Again: another small issue. I don't encounter it very often, but it does come up. Call someone. You get a busy signal. Who in the world still has a busy signal? Now I do realize it costs sometimes a dollar tomb or, on average, cell phone plan to have a go right to voicemail. Spend the money. Look, if you're poor and it's your own personal phone for your personal time fun. You don't even have to have a phone. But we're talking about here what you're doing for business. And in this day and age, if a client a prospect of customers calling you and they get a busy signal, it sounds like you're out of business or your a restaurant that somebody started in 1955 and they're just, you know, they're in the kitchen all the time. They haven't figured anything out, so get rid of the busy signal. No one who calls you for business should ever have their time wasted by hearing and and and and 24. 23 Making Your Phone Disappear At the Perfect Moments: I haven't talked to you about one of the most powerful ways you could ever use your phone in business. One of the most powerful ways you can cement your reputation with your boss clients. Customers way. This phone can enhance your credibility dramatically. What's that secret? The off switch. What do I mean by that? Well, if you're any meeting, if you're in a face to face meeting with a client prospect customer, an important colleague, turn your phone off. It's insanely annoying. The people, if they're talking to you and your phone Oh, hang out. Women are gonna take this and they don't know what it iss. For all they know, you're just placing a bet with your bookie or something. So my recommendation, if you want to really send a signal to a client customer prospect that hey, you are important. Your time is important. Your business is important. My relationship to you and your organization is important. Turn your phone. I don't mean just on vibrate, because if it's vibrating and lights or flashing but not ringing, it's human nature. You're gonna look, they're gonna look, and there's a part of you that's gonna think is there a chance this is more important, probably isn't. But it's gonna take you away. It's going to send a signal to the person you're meeting with in person that they are not important. Well, guess what? Nobody likes to be told. They're not important, and they might not be that important. But you don't have to rub it in their face, so know how to turn your phone off. I would recommend you not put on that. So many people go into meetings these days and their cell phone is there, and worse is when they start playing with. That's the absolute worst. We've all been bored at meetings or conferences. It's one thing if you're a convention, there's a big keynote speaker and your in the dark and you're on the 18th row and the speakers not that interesting. Well, sure, you check email, you check the sports scores, but if you're in a meeting and someone's talking and you're on your phone, it's frankly about the Samos spitting on. You might not feel that way, but just realised other people do. Do you like it when someone spits on you? Do you like it when someone tells you your time. Your ideas are completely worthless. Now. We're not here to talk about family relations and whether teenagers or other family members or on their cell phones at dinner time. That's a different course. I'm not going there. I'm talking about just in business situations. You really are not using the full potential the power of your cell phone unless you know exactly how to not only turn it off, Put it away. In fact, really important meeting. Don't even take it in with you. I understand life is messy and complicated. There are exceptions, but you need to plan for the exceptions and lay the groundwork. So if you have a meeting with your boss But the most important client to your company is planning on calling you. They said I'll call you tomorrow morning. We gotta resolve this one issued only take two seconds. Then I would say to my boss, I have this out just because Mr Smithers is calling. It has one quick question, and I promised I'd be available to him. Your boss is going to realize that Smithers is the person paying everyone's bills because it's the most important client. Your boss isn't going to be offended and have it out and let the person know you could also have something that any fair minded person considers a very important personal issue that should take precedent. You could say, Excuse me, everyone. I don't mean to be rude but close Family members about to have a baby. I'm expecting a call from the hospital any time. It's the only call it would take. That's why my phone is out. No one is gonna be offended by that. Or if you have a family member who was in the hospital, said look, taking and have this out just because I might be getting a call from the hospital by fathers in intensive care. No one's going to be offended. But if you just have the phone out and you don't say why and you're kinda huh, yeah, huh, It's gonna cut against your credibility. You seem like someone who can't focus whose scattered who's just all over the place. That is not reputation that's going to enhance your career. So my recommendation. Any important meeting phone not just on vibrate, but off, preferably not visible. Ideally, it's not even in the same room with you. 25. 24 Tit for Tat and Text for Text: you heard me picking on the youngsters. Now I'll pick on the oldsters. If someone in business sends you a text with a simple question, text them back. You might not like texting. You might not have a phone where the keyboard works for you get a new phone. You want to be in business. You need to have a phone where you can type easily. Have you retired? All you want to do is talk to your grandkids, then use the flip phone from 1998. That's fine, But if you want to be serious about business and you want people to feel like you respect their time, you've got to make it easy for them, and you have to communicate the way they want to. You may be a 49 year old account manager, but your client is a 25 year old rep for a fashion company. They send you a text for a question. They don't want to get a phone call from you. They want you to text the answer back, so that's use of the phone. Use the phone the way your clients, customers and prospects want you to use it, communicate on their terms, not your terms. 26. 25 Better Than the Best Hollywood Goodbyes: We're quickly coming to the end of this course, and it's gonna be time to say goodbye. Speaking of which, have you noticed that more and more these days, a lot of people just hang up the phone. They don't say goodbye. Why is that? Well, it's because in the movies and TV shows you don't see people say goodbye because it doesn't advance the narrative. It takes valuable screen time. Film time doesn't add to the drum of a movie or the comedic effect of a sitcom. So if you're making a movie by all means, don't say goodbye. But for everything else in your business life, be polite. Thank the person for their time, and then when you say goodbye or by either way is fine. But don't just hang out. It's too abrupt. Nobody is going to be offended by quick, simple goodbye 27. 26 Conclusion You Are Now a Master of the Telephone for Every Business Situation: I want to thank you for joining me in this course on how to communicate effectively using the telephone in business. I hope you've gotten more than a handful of tips that will make you even more effective any time you have to communicate, talk, sending messages, calling people, organizing conference calls, receiving calls, making sure your voicemail is just right. And I want you to get to the point where you're confident in knowing that any time you have to communicate on the phone with the phone with voice mail that you're doing everything possible to increase your odds of success of strong communication and really building your reputation. Thanks so much. If you have any other questions, you can always post them right here in the discussion section of this course. Better yet, I'm pretty easy to find on the Internet. You can always just give me a call