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.
teamwork
Effective conversations rely on confident words. I often get asked, “How did you become The Phone Lady?” I’ll tell the story about a colleague and friend of mine, Sean McDermott, who insisted (back in 2004) that I needed to teach people how to improve their phone conversations. I resisted, but … Read more
What do others take away from their conversations with us? Part of the work I’ve done the past 20 years has involved auditing other people’s conversations. I’ve listened carefully to sales calls, customer service requests and receptionist greetings. The purpose is to provide skills and ideas to improve these interactions … Read more
Clarity delivers confidence. Ambiguity breeds confusion. Think for a moment about the following statements, which we’ve all heard more than once in our lifetime: “We’ll try to get to it this week,” “Your work is generally fine, “We’ll be in touch,” or two of my favourites, “I’m just calling to … Read more
Listening is not hearing words; it’s giving someone your full attention. One key finding from our 2026 Real-Time Business Conversation Index is that organizations place enormous value on real-time conversations. Yet many struggle to conduct them effectively. This has me constantly asking, “Why?” One obvious answer relates to the most … Read more
Our cherished relationships often started with small talk. Summer’s here and with it there will be lineups for concerts and ice cream, barbeques with people we may not know, and possibly delays at an airport. These are all perfect places to engage in small talk with a stranger. And before … Read more
While confidence is not a prerequisite for having conversations, it is essential for continually creating better conversations. One of the most common barriers to effective real-time conversations isn’t a lack of knowledge; it’s a lack of confidence. For over a decade now, we’ve spent the majority of our time composing … Read more
In our 2026 Real-Time Business Conversation Index, one respondent shared this insight: “Colleagues have difficulty with tough conversations. I often see my colleagues take things too personally rather than focus on the facts and possible outcomes. As professionals and senior leaders, we need to lead by example and ensure we take … Read more
In our 2026 Real-Time Business Conversation Index, one respondent shared this insight: “Colleagues have difficulty with tough conversations. I often see my colleagues take things too personally rather than focus on the facts and possible outcomes. As professionals and senior leaders, we need to lead by example and ensure we take … Read more
In our 2026 Real-Time Business Conversation Index, one respondent shared this insight: “Colleagues have difficulty with tough conversations. I often see my colleagues take things too personally rather than focus on the facts and possible outcomes. As professionals and senior leaders, we need to lead by example and ensure we take … Read more
In our 2026 Real-Time Business Conversation Index, one respondent shared this insight: “Colleagues have difficulty with tough conversations. I often see my colleagues take things too personally rather than focus on the facts and possible outcomes. As professionals and senior leaders, we need to lead by example and ensure we take … Read more
In our 2026 Real-Time Business Conversation Index, one respondent shared this insight: “Colleagues have difficulty with tough conversations. I often see my colleagues take things too personally rather than focus on the facts and possible outcomes. As professionals and senior leaders, we need to lead by example and ensure we … Read more
In our 2026 Real-Time Business Conversation Index, one respondent shared this insight: “Colleagues have difficulty with tough conversations. I often see my colleagues take things too personally rather than focus on the facts and possible outcomes. As professionals and senior leaders, we need to lead by example and ensure we … Read more
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.)
Remember party lines? Switchboards? Yellow Pages? The traditional telephone is almost gone, but its cultural impact deserves a ringing endorsement. Mary Jane weighs in.
A fresh phone hell in the office: Younger workers who don’t say hello when they answer a call need to know it’s a problem. Mary Jane weighs in on generational phone challenges - read here.
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.