What everyday activities make Gen Z anxious? Mary Jane weighs in on phone anxiety and why conversation skills still matter. Read more.
Posts
It’s not a surprise that the thought of “cold calls” sends chills through most people. There really should be a better name for them – like information calls or marketing calls or calls of introduction. I’m a BIG believer in these calls – know them to be essential to the … Read more
Last week someone complained to me about a customer service experience they had with one of the big telephone companies. The woman who served them had a very bad cold and kept coughing right in their ear. Very irritating, they said. If you have the flexibility to stay off the … Read more
Here’s question that arrived this week: I recently phoned a Halifax real estate agent on a listing of his I had seen while driving in a neighbourhood I’ve had an interest in for awhile. I was shocked at how rude and uninterested he was in my phone call. Admittedly the … Read more
Telephone communication demands that you choose your words carefully, thoughtfully. Since they are not reinforced (or contradicted) by your body language, their impact is immediate and long-lasting. You want to always use words that will inspire two things – listening and dialogue. The word “just” is not inspirational. In fact … Read more
When I started my first company, at the tender and overly self-confident age of 28, one small word got in the way of my increasing revenue consistently. That word was “just”. I used it in my telephone conversations, like most people do, to be polite, to imply I would take … Read more
We have all been victims of the “fast talker” – the person who leaves their phone number in our voicemail so quickly we must “Press 1 to repeat this message” over and over. It is annoying! Avoid irritating others by learning how to leave your phone number at the speed … Read more
The question below cites time delays but there are many other ways telephone communication can be difficult. Sore throats and colds, surprise visitors to your office, calling into a marketplace where your accent is unfamiliar, and the sounds of infants or children in the background are all disruptive. In my … Read more
It is no exaggeration to say that the telephone has given me a fabulous life (I’ll tell you more in later posts) which is why I’ve been completely surprised to discover that many business people (approximately 80%) suffer from “phone phobia”. Entrepreneurs, salespeople, administrators (to name a few) agonize over … Read more
There’s no ”cookie cutter” answer to this question, but here’s a few guidelines. It’s important to treat voicemail as receptionist or executive assistant in order to “make things happen”. If you are returning the call of a known business contact and need to confirm the date and location of a … Read more
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To celebrate 20 years of The Phone Lady, we're revisiting what truly makes communication meaningful. Every second week, we'll share a bit of wisdom to remind us that small shifts in how we speak, listen, and connect make a big difference. (You'll also receive access to our Exclusive Resources, including 4 ebooks.)
I've spent 20 years teaching people to communicate. Phone anxiety has never been worse. I see it most often among younger employees entering the workforce, and the issue is more complicated than it seems. Find out more.
Remember party lines? Switchboards? Yellow Pages? The traditional telephone is almost gone, but its cultural impact deserves a ringing endorsement. Mary Jane weighs in.
Bosses and employees are wrestling over whether voice calls have a place in the hybrid era. The Wall Street Journal recently spoke to Mary Jane. Find out more here.
22 Minutes correspondent Brandon Hackett figures out which end is up on this thing called a telephone, with help from The Phone Lady. Watch Telephone Lessons for Millennials.