A recent Twitter conversation with Janet MacDonald of @mycampusgps has reminded me of a question I frequently get asked, and how the answer relates directly to providing teenagers with the support and confidence they need to talk on the phone.
I often get asked, “Why the phone?”
For years, I’ve attributed this to what I learned in my first business – phone skills that created steady cash flow and allowed others on my team to be successful salespeople. But then I realized the interview skills I learned as a journalist are also integral to my phone communication skills. And even before that, my life-saving job in university as a receptionist in a real estate office remains the foundation of much of my phone communication philosophy.
In fact, my “love” of the phone goes back a loooong way. In my childhood home there was a black rotary wall phone that was constantly in use. From infant to teenager I was audience to conversations that filled the house with laughter, contained empathy and information, motivated volunteers, organized community activities, and continually built relationships with friends and family.
This gift of example from my parents is definitely the foundation of both my joy and skill when it comes to talking on the phone. So … does this work with today’s teenagers?
My now 12-year-old granddaughter seems to provide proof. When she was 9, she called and left a detailed message on my voice mail … selling magazine subscriptions. While her phone pitch didn’t follow The Phone Lady preferred format, there was no denying she had excellent communication skills, tremendous comfort on the phone, and an ability to share information with great clarity.
Before you jump to the conclusion that this is about genes – it isn’t. I am blessed with a granddaughter by my oldest stepdaughter – no blood ties at all. However, what I know to be true is that since Naja was born, she has been audience to great phone communication. Since her mother was a teenager, she and I have talked on the phone almost everyday. In fact, both of Naja’s parents, who’ve had the opportunity to live in many different places around the world, are committed to staying in touch with family and friends … on the phone.
Which leads me to this thought: It’s not solely because of technology that young people are without phone communication skills. It’s also because their parents and other adult influencers have stopped talking on the phone, stopped providing the example. Think about this in your own life. What are you showing the children around you? How to text or how to talk? How to respond to email or how to have a conversation?
And setting an example doesn’t only apply to the young people in your life, it relates to your staff, as well. Are you expecting others to pick up the phone and talk while you sit and tap on a keyboard?
Anyone – and perhaps everyone – is intimidated when faced with doing something they don’t experience or observe.
If the abundance of training requests The Phone Lady receives each day is any indication, the ability to pick up the phone and communicate clearly is a skill that remains important and valuable in the business world. Will that be the case 10 years from now? I don’t know. It’s possible we’ll tap a device on our chest like in Star Trek and a hologram of the person we want to talk to will appear before us. But right now, today, and for at least the next 10 years, being able to communicate on the phone will be an admired and sought after skill.
Are you setting a good example? Do share your thoughts and experiences in our comment section below.
P.S. I’m delighted to discover – and share – that Your Teen magazine has published several articles on phone communication for teenagers.
Where’s The Phone Lady?
January 23 – Essential Phone Communication Skills, BDC Newfoundland, Tele-Training Session
January 25 – Job Search Phone Skills, OWL, Halifax, NS
January 25 – Welcoming New Customers, Wilsons Security, Halifax, NS
January 30 – Phone Skills for Job Search and On The Job, YWCA, Halifax, NS
January 31 – Essential Phone Skills for Fundraisers, Association of Professional Fundraisers, Halifax, NS
January 31 – Phone Skills that Build Relationship, Investors Group (PEI), Tele-training Session
February 6 – Customer Service Excellence, Heritage Gas, Halifax
February 13 – Customer Service Excellence, Eassons Transport, Tele-training Session
February 14 – Customer Service Excellence, Eassons Transport, Tele-training Session
February 14 – Creating Consistent Revenue, CEED, Halifax, NS
February 15 – Phone Skills that Build Relationship, Investors Group (PEI), Tele-training Session