From time to time, in a workshop or in conversation, people will challenge me on what I believe to be true about today's telephone etiquette. "That's not what I was taught," they'll say. Or, "I've been doing it the same way for years, and it works for me." I struggle in these moments; I want to explain to them why they should consider making a chan...

... Tone of voice that is, the sound that gives words their direction and intention. In order to understand each other, it's essential that we hear, recognize and respond to tone of voice. Yet we often squander the opportunity, choosing instead to click and send. Know that I'm a big fan of email and even embrace the conveniences of texting. I st...

When you are on the phone with customers and prospects you need to be generous. That's how you'll build relationships.      ...

One of the most important skills needed for excellent phone communication is the ability to inspire conversation. Whether you are on the phone with a client, prospect or your sister who lives in Australia, you want to create a “flow” of thoughts, ideas and information. “If we enter into conversation with generosity, we give others the oppo...

Happy New Year everyone! I’m entering 2015 (Year 9 as The Phone Lady!) with great excitement. Phone communication is changing so rapidly and I know this year will bring a wealth of new experiences to share with you. In fact, here’s the first one, an article sent to me by Scott Fasken on Coca Cola disconnecting their voicemail … not because...