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Matt Stigliano
January 19, 2009 at 9:47 am
Missy – I recently had an experience where someone called my phone, started rapid fire asking questions and got me a bit flustered. I was in the middle of something when they called and it threw me off completely. I got a little squirrely and the questions coming at me one after the other didn’t help. In the middle of it all, I took a deep breath and tried to change the tide of the conversation by slowing down and communicating (instead of being interrogated). Suddenly the conversation changed, the person on the phone settled down, and all started to move in the right direction.
Good advice for anyone. Stop, wait a moment, rethink, and continue with a new attitude/tone of voice/line of questioning/vibe. It will work wonders.
Elaine Reese
January 19, 2009 at 4:58 pm
TRUE, TRUE, TRUE! I always try to take a second to change my face muscles to a smile. Makes such a difference to voice tone. Likewise, if it’s one of those darn lead generating calls, I frown! 🙂
Karen Goodman
January 20, 2009 at 9:00 pm
Years ago I worked for a short while as a receptionist, and was trained to stop and smile before answering the phone. It really does make a difference in the tone that comes across.
Thomas Johnson
January 20, 2009 at 9:15 pm
When you have to hammer the phones, hang a mirror in front of yourself and smile. Goofy but it works!
Lola Audu
January 22, 2009 at 2:21 pm
Missy, this is so important. When you can’t see who you’re talking to, the non-verbal elements of communication are transmitted through less tangible elements like tone and inflection. Many of us don’t realise how important these ‘little’ things can be during a conversation or negotiation.
Paula Henry
January 22, 2009 at 3:39 pm
Missy – My children have said the same thing to me. Even my husband! We have to be prepared for business when we answer the phone and how we prepare can make a difference in the outcome. A big smile and pleasant disposition is usually a big win!
Ken Brand
January 23, 2009 at 7:23 am
You and Og Mandino are on the same page:
“I seek constantly 2 improve my manners & graces, for they R the sugar to which all are attracted.” – Og Mandino
Rock ON Missy and friends.