One of the best ways to improve communication with others (on the phone, in writing and in person) is to focus on them. In other words, as I’ve shared in previous posts … It’s Not About You!
Using the word “comfortable” on the phone helps you make it about them.
Business telephone conversations are usually headed to an “ask” of some kind. Think about your asks. Do you most often call to: Book time for a meeting? Get permission to send along detailed information? Get permission to send a contract for signature? Confirm a cheque or form will be sent to you by a certain date? Get agreement on a follow up conversation?
No matter what your ask, it still needs to be about the other person’s wishes, schedule, abilities. Otherwise you may receive a very direct “No, can’t do that.” And then where are you?
“Can we organize a meeting for next week; Thursday at 10 am?”
It’s certainly possible they’ll simply say “yes” and that’s great when it happens. But it’s also possible they’ll say “no” and … you’ve got nothing. You haven’t learning anything and you still don’t have the meeting. You can keep flipping through your calendar suggesting dates and times, but that’s awkward. So instead try:
“Can we organize a meeting for next week? Would Thursday at 10 am be comfortable for you?”
Can you hear the difference? The ask is transformed into something about them, what will work best for them.
The power here is that the word “comfortable” means “things that are easy and pleasant”. Consider what we associate it with – comfortable chair, comfort food, comfortable shoes, comfortable clothes. We all like things that make us feel comfortable, so when we hear the word, we feel taken care of, we feel relaxed.
And in this moment, conversation will take place. Which, regardless of your ask, is what you wanted anyway, right? The other person will respond not only with “yes” or “no”, but they’ll tell you what makes them comfortable – and why. In other words, if they are comfortable with having a meeting but the date you’ve suggested doesn’t work for them, they’ll say something like:
“Sure but how about next Monday at 3 pm.”
The word comfortable let’s others know you are interested in them and encourages them to tell you the truth about their schedule, their interest level, their ability to act.
And that saves everybody time and money!
I’d love to hear and share your thoughts, so don’t hesitate to comment on this post. And please let me know if there’s a word or phrase you’d like me to feature here. Also, come back next week when I’ll introduce you to the power of “or.”
Want to learn more from me about effective telephone communication? Here’s some options:
Thursday January 17 – Dartmouth
Top Ten Phone Skills
A luncheon with the Greater Burnside Business Association. Get details and register here: http://www.greaterburnside.com/businessassociationevents
Three Thursday Evenings (January 24 to February 7) at NSCC , Institute of Technology Campus, Halifax
PhoneWork: The Art (and Science) of Effective Telephone Communication
From telephone interviews to conference calls, from customer service to market research, from booking appointments to closing sales, the telephone is an essential business tool. Using it effectively requires specific listening, interviewing and speaking skills. Regardless if you are a business owner, an employee, or someone looking for a new job, this course provides you with everything you need to banish phone fear and become phone fabulous!
Perhaps you know someone (maybe a young person just starting their career or looking for employment) who would benefit from this course? All the information, including registration, is here: http://www.nscc.ca/learning_programs/coned/Course.aspx?I=690
Wednesday January 30, 10 am until noon, Halifax
Grow Your Business
A monthly prospecting practice in conjuction with The Hub Halifax – 1673 Barrington Street. To register click here http://www.thephonelady.ca/rsvp/ Call me at 902-404-3290 or email me for more details.
Wednesday March 13, 9 am to 4 pm, Halifax
Exceed Your Quota: Get More Appointments – Close More Sales!
Peter Skakum of Tangent Strategies joins me for this powerful full-day workshop at Ashburn Golf Club. We’ll show you how to confirm more meetings and leave those meetings with new customers and new orders. Download the course description, learn more details and register here: http://www.thephonelady.ca/registration/