Earlier this week I received a phone call from a friend and colleague. We are always both very busy and we usually acknowledge this with quick, graceful phone calls that respect each other’s hectic schedules.
But this call arrived moments after I finished a difficult project, when I was enjoying a few moments of relief. In other words, I wasn’t rushed when I answered his call.
He spoke in his usual cheerful, busy tone so we focused on the specific reasons for the call, dealt with them quickly and began to “wrap up”, summarizing the conversation and moving towards “goodbye”.
Then suddenly he asked me a BIG question. It was both personal and professional, totally in keeping with our relationship. I was delighted he asked and … because I wasn’t rushed, I started to give the BIG answer, an answer that was an invitation to a more in-depth conversation.
He couldn’t receive my answer. His response told me that he didn’’t even hear my answer – that he’d already moved on to the next item on his ever-present “to do” list.
We ended the call, but I wasn’t happy. It felt as if the question was disingenuous (which, based on our relationship, I know it wasn’t) and it felt rude, like a slammed door.
So why did it happen?
Well, I have to admit that I’ve done this myself although it has taken several days of thought to realize it. And now that I’ve experienced it so clearly, I’m going to work hard to not let it happen again.
Here’s the scenario:
You are speaking on the phone to someone with whom you have a close relationship. You are really, really busy – they are not as busy. You move through the conversation and you can “hear” that they are open to conversation, to catching up, to having a more leisurely chat.
But you can’t do it. In the next 20 minutes you are hoping to complete X, Y and hopefully Z.
But you also don’t want to offend your friend by your busyness.
So you send them a signal. You ask them a BIG question, that let’s them know you do care, are interested, want to talk to them.
And then … you don’t listen to the answer because X, Y and hopefully Z are still waiting to be done. So you reply to their answer with something standard and non-committal like “Well that’s good to hear.” – and you end the call.
While this makes sense to you at the time, it doesn’t translate at all at the other end of the phone line. In fact it feels really, really bad. Definitely a behaviour we should all watch out for as we continue to juggle busy schedules while staying in touch with family and friends.
One more tidbit to share this week – prompted by my friend Linda Daley at Daley Progress www.daleyprogress.com, who celebrated publishing her 50th newsletter this week.
The Phone Lady is 7 clients away from having served 250 clients. I think that is so … cool! To celebrate, I’d like to honour that 250th client in some way. How should I do this?
Happy dialing everyone!
THE PHONE LADY NEWS & EVENTS
June 5 – Halifax – Phone Fear to Phone Fabulous – Centre for Entrepreneurship Education and Development (CEED)
Whether it’s leveraging supplies, coordinating marketing initiatives or following up on a sales lead, the telephone is often the fastest, cheapest and most effective tool at hand to get the job done. Why is it then that it is also one of the most avoided tools in business? Not feeling confident in your ability to effectively communicate by phone can very quickly create a negative impact on your business’ bottom line. Avoid this impact and overcome your phone fear by empowering yourself with the knowledge that you need to turn your telephone into one of your company’s key competitive advantages. Learn more details and register here: http://www.ceed.ca/index.php?id=4&m=6&y=2013&d=5
June 7 – Halifax – Powerful Conversations – Editors Association of Canada
Discover your unique “phone personality” and learn how to be a more effective communicator on the telephone. This workshop will sharpen your existing skills and teach you new ways to use the phone to build relationships and get things done. More details available here: http://www.editors.ca/content/pre-conference-workshops
June 26 – Halifax – Grow Your Business
10 am until noon
This monthly prospecting practice, in conjunction with The Hub Halifax – 1673 Barrington Street, brings together like-minded entrepreneurs who want to perfect their telephone skills. To register click here http://www.thephonelady.ca/rsvp/ Call me at 902-404-3290 or email me for more details.
June 28 – Halifax – Telephone Etiquette – Teamwork Cooperative/The WorkBridge
This workshop is designed for those looking for employment or wanting to improve their current skills: 1 to 4 pm. http://teamworkbridge.org/workshops/specialty-workshops/