From Call Centres through New Business First Call to Negotiation – communicating effectively over the phone brings a lot of challenges. Therefore, whole teams and managers focus on memorising all details of their offer and then… shoot it with a rifle. This is a typical scenario when trainers of effective communication and sales from DM2 Agency start to work with the client. Lack of cues from body language and facial expression should not be excuses for unsuccessful communication over the phone.

Please take into account these 5 rules to improve your effectiveness while doing business and talking on the phone:

  1. Maintain a good posture and an open chest – it will help you to be more relaxed. Tension in your body is translated into your voice. A valuable tip from Ralph Lightman, DM2 Agency executive director: stand up and walk during the conversation; it will give you more energy, even though the other person cannot see you, but she/he can hear it.

  2. Smiling from the beginning to the end – it produces the best sounding voice and gives a better impression. 100% guarantee.

  3. Maintain a lower pitch – it is a special advice not only for women! It will help you keep control over stress or anger. And, more important, it will create the impression that you are managing the situation, that you are confident.

  4. Speak more slowly – it will give the other person a chance to process what you are saying without facial or body expressions. And because… move directly to the point 5.

  5. Always listen to the other side – listening will give you a straight pathway to your interlocutor’s values and beliefs. And knowing them and using in a proper way is utterly important to be effective not only over the phone.

Finally, learn from celebrities like broadcaster Sir Terry Wogan and Baroness Betty Boothroyd.

The former, visualises his ‘one listener’ and then directs his voice at this person while presenting a radio show. The latter one, the first female speaker of the House of Commons, consciously keeps the pitch of her voice low so she could be listened regardfully by others.

References including CIPD PM, April 2018; Baroness Betty Boothroyd by Chris McAndrew – CC licensing



About the Author:

DOROTA IWANKIEWICZ, FCIM | Senior Strategic/Marketing Professional | External&Internal Branding Specialist | CIPD & CILEx member Dorota combines 20 years of experience and constant development in the range of influencing people as a senior marketing/strategic professional and a managing director conducting manufacturer's projects. As a senior marketing professional: she accompanies DM2 Agency’s clients to achieve their defined goals, using knowledge and rich resources from neuromarketing, behaviourism, psycholinguistics. Dorota is the author of an educational programme about the art of persuasion, protected by the intellectual property law and implemented by the best Polish universities, and she is a co-leader of business workshops cooperating with the top law’s firm from City London. Her portfolio, gathered for many years, represents examples of effective marketing&PR campaigns eg. VISA, Mastercard, GSK, British America Tobacco, Geberit. She was a leader in European transitional programme (cooperation: Poland and UK) focused on training systems in order to develop employability, improving the labour market according to EU programme Europe 2020 growth and jobs strategy. Dorota is future-focused, inquisitive and open-minded; seeks out evolving and innovative ways to add an irresistible value to the clients/organisations. She consistently leads by example, acts with integrity, impartiality and independence, balancing individual, organisation and legal parameters. EXPERTISE: Leadership and Management | Communications strategy | Negotiations | Neuromarketing | Public Relations | Employer Branding | Employment Law | Psycholinguistics

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