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How to talk effectively on the phone

Having effective audio-only conference calls is more nuanced than you may think. 📶

For two years now I have worked over 50% remotely* as a consultant. Before that, my job depended on collaborating with engineers who I only ever knew by voice.

* The other part of my current job is traveling to clients, in case you're curious.

I do a lot of phone call meetings, and Skype or Webex with just audio. There's been a lot of time to reflect on what's contributed to smooth, successful calls.

Here's what I think helps.

Smile 🙂

This is the easiest one. Try to smile while you're on the phone. Even if it's totally fake.

You might be like, "Randy - nobody can see me on the phone. DUH."

But you sound different on the phone when you smile. You sound agreeable, friendly, like you're put-together.

I've gotten quarterly peer reviews from people I only interact with on the phone that substantiate this. Try it.

adult yellow Labrador retriever smiling
Photo credit - Jonathan Daniels / Unsplash

Have mute handy

If there's more than one other person on the call, I will use speaker phone and mute myself aggressively.

This is for numerous reasons.

  • You don't have to worry about sending unwanted noise.
    • You can laugh to yourself or breath heavily or whatever.
    • There often could be background noise you can't anticipate also. Doorbells, dogs barking, etc.
  • The added blink of time it takes you to unmute yourself helps stop you from ever being reactionary.
    • It helps with the next two tips as a result, too.

To mute and unmute yourself in a timely manner, you'll need to have the button handy. I don't use a headset or other peripheral so this means speakerphone.

When your phone's right up against your head, it takes a lot longer to move it away, light up the screen, and unmute. You lose what people are saying in that time too.

In the future I may get a headset. But I'm also a big fan of those tabletop phone units like below.

TODO image

We'll see.

Keep calm

I've gotten feedback from conference calls with tough clients that I sounded unflappable and super calm. But inside I was super nervous.

Start: story tangent

One client I worked with briefly was notorious for being difficult. I was scheduled to lead a "readout call" which would have their security and development teams for this application on the line.

Basically, my work in application security creates work for developers. My team spends a week or two "hacking" their software, then delivers a report of our findings that's organized by severity.

Most clients will mandate that their developers fix anything above a certain severity threshold. So it's in developers' interest to scrutinize our findings, and try to get severity ratings knocked down.

It's in the security team's interest too... They'll report to their bosses what we found. The more findings and more severity, the more it sounds like they dropped the ball.

TODO

End: story tangent

TODO

Wait your turn

TODO

Dial early when possible

TODO

woman holding silver iPhone 6
Photo credit - William Iven / Unsplash

Move around

TODO

TODO "Motion creates emotion" quote from Boiler Room

Scripts or outlines

Depending on the type of call lined up, and how much free time precedes it, I might write a script beforehand.

A perfect situation for this is "stand-up" meetings or other times when you're reporting out project progress.

Now, writing a script doesn't necessarily mean read off a script. The idea is to have you think through exactly what you want to say beforehand. Status reports are important because you're claiming credit for your work. If the client, your boss, or whoever doesn't know you did something, you might as well have not done it.

So by writing a script, you at least think through what to say.

If you want to read it, that's fine too. The trick is to not sound too robotic/mechanical.

Control the speed of your voice (slow!), throw some pauses or a very limited number of uh's in. Or come up with synonyms for some of the words in your script on-the-fly for a similar effect. This all helps combat that "rehearsed" sound.

Find another job

Some of these tips won't apply if you work at a savage, ruthless place like certain banks' cybersecurity departments. The first tip for example. 🌝

There are companies where everyone just screams and schemes all day. I've never worked in an IT department like that but close friends have.

Find a less stressful job! Email me if you need a referral.

myemailaddress

Closing

As in, the conclusion of this post, not the finish line of a sale.

Other people have been at the phone game much longer than me. Others actually sell over the phone, which has got to be harder. Like the Boiler Room crew.

I'm not calling myself a world expert on voice communications but know I've gotten better over time. Hopefully this post has given you something you can use.

Anyway, until the next post, I'll be on mute.