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.
More important then telling our clients and prospects about ourselves, our services or our products, is our ability to learn about them, their challenges, goals and successes. This we accomplish through the art of conversation. And it is through conversation that we build strong relationships.
There are many ways to inspire conversation and I’ll share all of them with you in future posts, but this week I offer you one simple phrase. Keep it with you as you walk through the next few days and try it out from time to time. Use it on the phone, around the boardroom table, with your family and friends. Be present to what happens, to what you hear and learn.
The phrase? Tell me more. That’s it – so simple and compact. Tell me more about how you work with outside trainers. Tell me more about your staffing needs. Tell me more about how you analyze big data. Tell me more about your marketing efforts. Tell me more about your current financial plan. Tell me more about your dream home.
I began using this phrase as a journalist many years ago. I hear it used regularly by our country’s best broadcast journalists, and Shelagh Rogers recently spoke about her first encounter with it at The Walrus Talks: The Art of Conversation (where you can scroll down to hear Shelagh’s talk at the bottom of the page).
Tell me more.
Shelagh Rogers calls it a “muscular phase … an open-ended interview tool” and in my experience it never fails to inspire conversation.
Where’s The Phone Lady?
Monday Sept 25 – Customer Service Excellence, Willow Esthetics Boutique, Halifax
Monday Sept 25 – Telephone Excellence, TD Private Wealth Management, Tele-training
Monday Sept 25 – Fundraising Phone Skills, Saint Mary’s Alumni & Development, Halifax
Tuesday Sept 26 – The Role of the Phone in Today’s Business Environment, CloudKettle, Halifax
Thursday Sept 28 – Answer More Calls, Live Webinar with Call Hero
Thursday Sept 28 – Essential Skills for Booking Demos, MotionHall, Tele-training
Monday Oct 2 – Phone Skills for StartUps, Propel ICT, Fredericton, NB
Tuesday Oct 10 – Telephone Excellence, TD Private Wealth Management, Tele-training
Wednesday Oct 4 – Phone Skills for Startups, Propel ICT, Halifax
Friday Oct 6 – Phone Skills for Startups, Propel ICT, St. John’s, NL
Wednesday Oct 11 – Phone Fear to Phone Fabulous, CEED, Halifax
Tuesday Oct 17 – Telephone Excellence, Canadian Credit Union Association, National Virtual Conference
Tuesday Oct 24 – Celebrating Small Business with Halifax Public Libraries at the Central Library: Top 10 Ways to Use Conversation to Build Trust, 6 to 8 pm, Halifax
Thursday Oct 26 – Phone Fear to Phone Fabulous, CBDC Bluewater, Porters Lake
Monday Oct 30 – Phone Skills for the 21st Century, Canadian Mortgage Brokers Association, Atlantic Chapter, Halifax