sales skills

3 Small Words That Inspire Conversation

By Mary Jane Copps | January 11, 2015

  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

Practice Makes … Anything Possible

By Mary Jane Copps | December 14, 2014

In each of my workshops someone inevitably comments that I make PhoneWork sound easy. That’s true … because I’ve been “practising” for 27 years. I’ve created well over 10,000 hours of phone conversations not only about my businesses, but about the work of others as well. Yet it bothers me … Read more

The Five “Why’s” of Leaving Messages

By Mary Jane Copps | September 29, 2013

“Ninety percent of all those who fail are not actually defeated. They simply quit.” Paul J. Meyer So pleased this quote landed in my inbox. While it certainly supports my thoughts on persistence last week, it also applies to this week’s topic – leaving messages. Over the past decade, and … Read more

There’s An Echo Out There

By Mary Jane Copps | June 9, 2013

On Wednesday May 29 I returned to my office from an afternoon workshop and immediately had to dash towards the ringing phone. “Mary Jane, speaking,” I said. “How can I help you?” The person at the other end spoke over me, so I didn’t get any of their information. “Hello,” … Read more

Vacation messages – It’s ugly out there!

By Mary Jane Copps | July 30, 2012

Is it the excitement of summer vacation – or any vacation – that causes people to suddenly become, well, thought-less? That’s my guess. I do empathize. There’s nothing like that last day of work before a holiday, the focus we have as we “tie up loose ends” and that moment … 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.)

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YourTango
What everyday activities make Gen Z anxious? Mary Jane weighs in on phone anxiety and why conversation skills still matter. Read more.
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.
This Hour Has 22 Minutes
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.

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