Your Public Best - Lillian Brown [96]
When you talk to someone on the telephone, there is only your voice to express the real you. The listener will judge you and form a mental picture of your age, physical characteristics, personality, and abilities from your voice alone. On the phone, do strangers warm to you, or are they alienated?
I once witnessed a seminar on telephone selling techniques that dealt only with content and never once mentioned the qualities of a good speaking voice. The trainers of the seminar seemed to be telling the attendees that sales pitches and so forth are the only elements that sell merchandise. Experts, however, will tell you that a pleasant, well-modulated speaking voice itself is a very effective sales tool. At the very minimum, it may keep the listener on the phone a beat or so longer.
Try recording your telephone conversation. On playback, you may be amazed at what you hear. Remember that the telephone is an amplifying device that distorts the human voice and can enhance any undesirable qualities, which is similar to what a microphone does to the voice.
Analyze your voice and decide what is good and what you can change. Also, check your posture. Are you sitting at a desk all hunched over with arms braced in such a way that you cannot get air into your lungs? Do you slouch back in your chair with legs crossed—immobilizing your breathing?
You should use the same good posture that is habitual for effective broadcasting. That is, dig the heels into the floor, lift the diaphragm out of your belt, and fill the lungs with air. Let the telephone ring one more time, open your throat, and position your vocal apparatus “at the ready.” Then, the first words you say will come out the way you intended. If you say your name or the name of your company, be sure it can be understood. Are you frequently asked to repeat or spell your own name? Note the clear, unobtrusive pronunciation of many persons at the phone company directory assistance service.
Call your own company to see what kind of an impression your receptionist or secretary is making on the public. What kind of a voice do you want your clients to hear? Contrast a cold, curt, unobliging telephone manner with a warm, obliging one. The diction must be clear and understandable, the consonants accurately voiced and pronounced. And it should go without saying that a staff person who answers the phone frequently should never, ever chew gum. Such little things make a big difference.
Your voice can transmit anger, illness, happiness, impatience, or enthusiasm. Young people in responsible positions are at a disadvantage when their voices are immature, yet they must inspire trust and confidence and authority. Even if you are a normal-size adult, have you ever had a caller ask to speak to your mother because your voice is tiny, high, or thin? A short, scrawny person may have a big baritone voice. In nature, big animals of the same species with big voices often become more dominant.
Quickening the pace of your conversation shows tension; slowing the pace is sensual. Learn to say what you mean directly and simply. Do not ramble on endlessly. Say what you want to say with conviction and meaning.
It is important to keep promises, appointments, and agreements. Your caller is constantly evaluating your sincerity, dependability, and emotion. Regard your telephone conversations as just as important and vital as a face-to-face meeting. Use that time on the telephone as an opportunity to practice your vocal skills. (Once again, see the chapter called “Your Voice.”)
Answering Machines
Most people hate answering machines, yet they can be a great convenience. To some people, the outgoing message may be nearly as important as a personal secretary. Record that message with care. First, throw away the suggested copy written in the instruction book, and write something original of your own that sets the right tone for you. Make