December 5, 2017 
On the Phone with a "C"
What is a "C"?  Conscientious
Conversations - Formal
 
  Your Caller is a "C" if...  
Conversation
Serious greeting, often referencing the completion of a business agreement

Example
"Mr. Clark, this is Joseph Smith in Shipping. You had requested to be notified when your machinery arrived. We just unloaded it on dock 8."
Pace
Cautious and postpone making decisions until they have researched at least 3 credible sources.

Example
"I can't analyze these documents until I receive the test results from the other 3 regions."
Tone
Authoritative when discussing information. 

Example
"The process you are recommending has been attempted 7 times. It has failed 7 times. It does not meet the industry minimum requirements."
Power Clues
Use facts, statistics and analysis to justify their conclusions. They are data-driven.

Example
"Mrs. Bay, yes - the analysis I emailed you shows the trends over the last six months. This data does support your objective of expanding the marketplace."
  When on the Phone with an "C" 
Approach
Be detailed. Stay focused on business purpose of the phone call. Request their expertise.

Example
"I'm considering purchasing 3 computers for our department. I have emailed you the specs and 3 competitive quotes. I would like to schedule an appointment for next week to discuss what other factors I should include."

Word Choice
Stay formal, specific and technically accurate. Be aware that "C"s are typically wordsmiths. Choose your words carefully and keep in mind that they interpret your words quite literally. 
  
Example
"Initially, our hiring calculations were based on 3 offices and, to date, we have 5, with plans to open another office by the end of the year. I think a reassessment within two weeks should occur so that we are adequately staffed."
Pace 
Make a conscious decision to state a fact or ask a specific question. Then pause and let them have time to think. Do not interrupt or rush.

Example
"If we do not adequately evaluate the faulty process, how will we know the ratio error?"
 
Provide
Structure your phone call so that it has a beginning, middle and end. Execute according to your plan and don't jump around.

Example
"Yes, I will examine the issue, investigate and produce a report by end of next week. However, to effectively research the issue, I will need to query a number of people in the department. Please let them know why I will be asking for all of their documentation for the last 5 years related to Sun Energy. This will help to ensure the report is comprehensive and accurate and done on schedule." 
 
 
Bonus Tip 
The phone is an instrument of communication to respond to specific requests in an accurate and complete manner.  



  Attention HR/Trainers Only

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