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.
inspire conversation
Several years ago, while working with a very enthusiastic group of salespeople in Toronto, something totally unexpected happened. We were all together in a beautiful classroom space in the city’s financial district. All the latest technology was available. The coordinator was charming and funny, the food throughout the day was … Read more
Most of us completely ignore the tone of our voice. Of course, we realize when our anger, or sarcasm, or impatience has had an impact on others. But on a day-to-day, moment-to-moment basis, we remain ignorant about how our tone is impacting our conversations. And the startling truth is … … Read more
Our tone of voice is something we tend to take for granted. We often ignore it completely. And we have a tendency to deny its impact – how it can welcome and motivate others, or shut down and silence them. In fact, every time we speak to someone, our tone … Read more
Nuance is definitely one of the most difficult skills of storyfinding. It requires us to be completely present in our conversations and intently listening, not only to words and sentences but to everything around those words and sentences. Next, we have to respond to what we hear, and this demands … Read more
Nuance is such an elegant, fancy word. It conjures up images of ballet and opera, poetry and classical music. And we might associate it with the work of great actors too, like Elizabeth Moss or Meryl Streep. Nuance is certainly connected with all these things. And it plays an important … Read more
“Curiosity is the engine of achievement.” Sir Ken Robinson Allowing curiosity to guide our conversations is the first step of storyfinding. With both prospects and customers, curiosity helps us clarify and deliver on expectations, reveal additional ways to serve and work together, and continually build on the all-important elements of … Read more
It happens to all of us. We finish a conversation with a client and feel, well, unaccomplished. Perhaps the next steps aren’t clearly agreed upon. Or important items are completely forgotten and another conversation needs to be booked. It doesn’t have to be this way. There’s a very simple way … Read more
“Communication is not saying something; communication is being heard.” – Frances Hesselbein We’ve all had the experience of speaking to someone and, much to our surprise and/or frustration, they don’t hear us at all. Even in a quiet setting, when we’ve chosen our words carefully, they seem to go missing … Read more
One of the most important “tricks” to effective telephone communication lies in acknowledging this simple fact: every phone call is an interruption. While this was true when I began my career on the phone (1987), people still had “space” in their day. They could, and would, find time to listen … Read more
In my 14 years as The Phone Lady, I’ve often been asked, “Why the phone, Mary Jane? How is it that you’ve ended up championing the phone?” Most often I’ve given a quick and easy answer. The phone has been part of every job throughout my working life, from being … Read more
My husband tells a funny – and embarrassing – story about me and my tendency to say “no”. In our early years together he would often call me at work with an invitation to go somewhere or do something. He’d be all enthused about a concert or dinner invitation or … Read more
Great conversations require both active listening and thoughtful response. In public settings, such as networking events, awards dinners, even a crowded pub or restaurant, I often fail at this task. Why? Well, it’s about distraction. The word “distraction” first appeared in the 15th century and comes from the Latin distractionem … Read more
“By failing to prepare, you are preparing to fail.” Benjamin Franklin A variation of this quote is likely familiar to most of us. And most of us understand that preparation is an important and essential part of success. But … there are times when preparation prevents us from doing our … 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.