November 28, 2017 
On the Phone with an "S"
What is an "S"?  Steady
Conversations - Friendly
  Your Caller is an "S" if...  
Conversation
Starts with a warm, neutral, personal greeting.

Example
"Terry, it's great to hear from you. How is your family?"
Pace
Consistent, structured, reflective

Example
"I appreciate you taking the time each Tuesday to review progress on our project."
Tone
Sincere, soft-spoken, respectful

Example
"Sam, missed you at the staff meeting...is everything OK?"

Power Clues
They do more listening than speaking and focus on helping others. Initially non-committal. They make decisions after first conferring with others.

Example
"I'll need to consult with Chris Jones before I can make that decision."
  When on the Phone with an "S" 
Approach
Be organized, methodical, and provide explanations.

Example
"I would like to discuss the top 3 priorities for our team meeting to make sure I am on the right course. First is timeline, then staffing, then resources".
Word Choice
Be courteous and considerate of their time.
  
Example
"Is this a good time to talk, Joe? I could use 15 minutes of your time to review the numbers I sent you last week."
Pace 
Stay calm. Allow time for them to process information. Don't push decisions.

Example
"I am emailing you two proposals to consider. Can you get back to me by the end of the week with your recommendations?"
 
Bonus Tip 
The phone is a tool for building personal relationships.



  Attention HR/Trainers Only

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