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.
conversation skills
Every phone call has the potential to startle us and when this happens the most effective words can be difficult to find. For Heather Clarkson of the Employment Solutions Society this occurs “when people don’t follow through with what they were supposed to do, when they do not behave professionally toward you,” … Read more
With some frequency, people ask me, “What is today’s phone etiquette?” I always hesitate to answer. Maybe the word ‘etiquette’ makes me stumble. It comes from the Old French estiquette, meaning label or ticket, and refers to a tradition from the 1700s of small cards with written instructions on how to … Read more
Conversation is how we continually increase our sales, retain our customers and reveal opportunities. It is the key to exceeding expectations and creating consistent business growth, yet many of us have developed the habit of avoiding conversation. We default to text communication where we can edit our words, respond at … Read more
It was Sunday morning and I was enjoying a radio interview – a seasoned political journalist speaking with a high-profile guest. The topic interested me; I wanted to understand the guest’s thoughts and opinions. Unfortunately, the journalist stopped listening, and the conversation tumbled along without energy or the initial promise … Read more
One of the items on my wish list has been to talk to high school students about phone skills, and my wish came true this past week. I met with seventeen Grade 10 students at South Colchester Academy. It occurred to me that these young people could teach me as … Read more
She was one of the last arrivals to the workshop and ended up sitting in the front row. In the crowded space, I could almost reach out and touch her. For 90 minutes I was aware of her furrowed brow and how, when others laughed at my jokes, she remained … Read more
Recently stuck in Halifax traffic, I was able to give my full attention to a radio interview. What I heard was a clear reminder of two words that, when put together, clearly announce our bias and can sound extremely confrontational. What are these two words and what might we say … Read more
“The music is not in the notes, but in the silence between them.” Debussy In a recent workshop, a participant wanted to know more about dealing with silence on the phone. It can be a challenge for many of us, yet it is an essential part of many conversations. Here are four reasons … Read more
At a recent workshop, I was asked for advice on a challenge I’ve never encountered. While I certainly have some thoughts and suggestions, I’ve decided to share this challenge with you. Have you also experienced this challenge? Please share your ideas and feedback in the comments section below. Two people … Read more
On August 31, Edmonton’s MacEwan University revealed it had sent payments for long-time vendor Clark Builders to a bogus bank account in Montreal. The payments, later transferred to a Hong Kong bank, totalled $11.8 million. How does this happen and why did no one pick up the phone? Staff of … Read more
One thing I tell everyone: “If you want to get better on the phone, use the phone more often and learn from each conversation.” How did that cold call make you feel? What were your reactions during that customer service experience? There’s something to be learned from every interaction, including a … Read more
Assumptions are – and always have been – vital to our survival. Since ancient times we have made assumptions that have kept us alive, while hunting for food, exploring new territories … and building businesses. But they can also be harmful, especially to our businesses and especially when we “assume … Read more
In the past two weeks, I’ve made some big mistakes. If I was the only one affected by these errors, I could quietly and humbly accept them as necessary reminders that I’m far from perfect and, hopefully, learn a lesson or two. But my clients were impacted (yikes!). In speaking with … Read more
Communicating effectively on the phone is a skill and, as with any skill, improvement comes with practice and honest critique. What’s great about the phone is you can be your own best coach by recording a few of your calls, listening carefully, and making changes based on what you hear. … Read more
“People hearing without listening.” Simon & Garfunkel, The Sound of Silence This is something we all do – every day. We hear the people around us speaking – family members, co-workers, customers, prospects – but we don’t really listen to what they are saying. Why do we do this? The … Read more
One of the most important skills needed for excellent phone communication is the ability to inspire conversation. Whether you are on the phone with a client, prospect or your sister who lives in Australia, you want to create a flow of thoughts, ideas and information. “If we enter into … Read more
This quote has been following me around the past few weeks: “I like good, strong words that mean something.” Louisa May Alcott This is such a great truth in my life. I have understood the power of words, both spoken and written, since I was a very little girl. My … 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
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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.)
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.