The Beauty of Picking up the Phone

Natasha Eddy - Professional Telephone Techniques. 

In a world of emails, texts, WhatsApp messages, and video chat, the art of speaking confidently on the phone is fading.

Gone are the days of dialling 123 for the time, 100 when you had forgotten a friend’s number or rustling through your purse to make sure you had enough change for the phone box! Today, with so many communication tools at our disposal that make it quick and easy for us to connect through a few clicks and the holding of buttons, it’s no surprise we are losing the art of conversation.  

For your business and even personal life, communication is key, and sometimes it takes more than just a text or an email.

Phone calls provide a personal touch that text messages and emails cannot. The tone and sound of a voice can clearly and quickly convey emotion, urgency and clarity. They also allow for straightforward and speedy decision-making without the hassle of waiting not so patiently for a reply. Speaking aloud to one another enables us to exchange ideas, share thoughts and understand each other’s well-being, which can only lead to stronger business and personal relationships.   

The pandemic allowed us to sit behind our screens more than ever before – locked away without any physical contact. And today, we still feel the effects of that, a society that studies, works and socialises online; we have yet to go back to the way things used to be – fully face to face. Everything can be done online now – from ordering food to booking doctors’ appointments to even gaming with friends without exchanging a single word.

This has led to a phenomenon known as ‘phone phobia’ or ‘telephobia’ - the fear and anxiety associated with making or receiving phone calls. Recent research indicates that 60% of Gen Z “dread” receiving phone calls. While another study points out that “young adults (18 to 34) never answer the phone – respondents say they ignore the ringing, respond via text, or search the number online if they don’t recognise it.”

So here are the Guild of Lettings we have decided to introduce a brand new course to tackle this rising issue - Revisit the Skill of Telephone Techniques, mastering the basic skills in Telephone Etiquette.

This course will focus on:- Building confidence, understanding telephobia, call handling, telephone skills and customer service.

First impressions are important in business, so every phone call opens doors to new opportunities, builds strong relationships and boosts your confidence in and outside the office.  

And with that in mind, here’s a mantra for today - "Everyone believes in the freedom of speech, so let's use our voices to connect."