One of the most prevalent and common modes of interaction is via a telephone or cellular phone system.
Today the telephone is preferred over letters as you get an instant response to your query or proposal.
With a telephone call you are guaranteed that the recipient of the information has received the information unlike cases where you have to hope that information will indeed arrive on time.

For the vast majority of businesses the telephone is still the first line of contact between customer and business.
It is still a good tool for fast and instant communication.
In an age where time is at a premium, where instant decisions are essential, it makes sense to remember the importance of using this brilliant piece of communication equipment effectively.

If we accept that the telephone is the first line of communication in business-to-business transactions, and that it is important to speak directly to another person, we must also accept the importance of having a good telephone manner and sounding welcoming to the person who telephones us.

Here are some tips for effective telephone skills:

• Smile

  An effective way of using the telephone is to smile as you speak.
  This may sound corny, but it actually works very well: the person at the other end will pick up on your good mood.
  Try saying a phrase smiling, then saying it when you are serious.
  The words will sound completely different.

• Plan your calls
  Take pen and paper and jot down your thoughts on paper.
  That way you never miss the important things you are calling about.
  Get to the point fast but remember that the personal elements of communication are as important as the facts and figures.

• Listen actively
  Listening is an active, not a passive, process.
  Concentrate completely on the speaker.

• Keep an open mind
  The trap that many people fall into is to allow their own beliefs and perceptions to interfere with what they’re hearing.

• Make notes
  Taking notes is very important.
  It obviously means that you have a record of what’s being said.
  It also tells the person who’s speaking that you regard what they say to be important.

• Voice
  Because effective use of the telephone is based so much on the voice, the intonation of the voice can make a dramatic difference to the way the person at the other end receives the words.
  So use your voice well.
  Vary the pitch and the speed at which you speak.
  Do you really sound welcoming?
  Do you sound as though you are pleased to hear the other person’s voice?
  Without facial contact, it is important to convey your enthusiasm in the way in which you use your voice.

• Headset
  A good way to stay concentrated with the conversation partner is by using a headset.
  Your hands are free to take notes and you sound more natural.

• Repeat and ask questions
  Occasionally, and politely, clarify what the other person just said.
  It helps check your level of understanding.
  It also tells the other person that you’re deeply interested in what they’re saying.
  The technique called paraphrasing, means taking chunks of what’s been said and repeating it back.
  You are summarizing facts and figures.
  Asking questions is also an excellent way of taking control over the conversation and to stimulate the speaker.

• Be patient
  Don’t interrupt or jump in with an answer or solution.
  Giving feedback to show that you are still there and listening.

• Listen to tone
  We are all fairly good at picking up on a person’s tone of voice and most of us realize that the tone will ultimately decide the meaning of the words.
  The point is, you will believe their tone of voice before you believe the words they’ve used.
  More often the tone can be very subtle, so you need to listen closely to pick up on a meaning.
  Many people don’t pick up on what people really mean and often give an inappropriate response.
  Develop skills to ensure an understanding of what people are really saying.

• There is no multitasking
  Having a telephone conversation is more than enough to handle. Don't do something else like answering emails.
  Humans are not good at multitasking.
  Focus on the other person and remain with him/her.

• Be aware of your body language
  Even though the other person can't see your body language it will influence the way you come across.
  A smile can be felt on the phone.
  It sounds silly but a smile can hide a thousand hurts.
  Showing the world that you have problems will not bring a solution to you.
  Be positive and upbeat.
  Who knows; your problem could be solved in that one call you are receiving.

• Positive attitude
  Attend to calls with a positive attitude.
  Of course everyone has times in life when they have pressing personal issues.
  Realize that your personal issues having nothing to do with the customers and other stakeholders you are handling.
  You have to look past what you are facing and smile.
  In one sentence you can communicate a lot.

• Consider the time zones
  Remember that there are time zones when you are making international calls.
  Some people redirect calls to their cellular and you don't want to give them a call during the night.

• Practice, practice, practice
  It’s like any other skill, the more you practice the better you’ll become.
  Commit to practicing your telephone skills.