How can you sound more confident and credible on the phone?

1 Prepare and practice

Before you make or take a phone call, make sure you have a clear purpose and a plan. Write down the main points you want to cover, the questions you want to ask or answer, and the outcome you want to achieve. If possible, rehearse your opening and closing statements, as well as your responses to common scenarios or objections. Practicing will help you avoid filler words, stuttering, or rambling, and make you sound more confident and concise.

2 Smile and be positive

Even though the person on the other end of the phone can't see you, they can sense your mood and attitude through your tone of voice. Smiling while you talk can make your voice sound more friendly, warm, and enthusiastic, and convey a positive impression. Also, use polite and courteous language, such as "please", "thank you", "I appreciate", and "I apologize". Avoid negative words, such as "no", "can't", "won't", or "problem", and instead use positive alternatives, such as "yes", "can", "will", or "solution".

3 Listen and show interest

One of the most important aspects of phone etiquette is listening actively and attentively to the person you are talking to. This shows that you respect them and care about what they have to say. To demonstrate your interest, use verbal and non-verbal cues, such as "uh-huh", "I see", "I understand", or nodding your head. You can also ask open-ended questions, paraphrase what they said, or summarize the main points to confirm your understanding and clarify any doubts.

4 Speak clearly and confidently

Another key factor that affects your confidence and credibility on the phone is how you speak. You want to use a clear, confident, and professional voice that is easy to understand and pleasant to listen to. To achieve this, pay attention to your volume, speed, pitch, and pronunciation. Speak loud enough to be heard, but not too loud to sound aggressive. Speak at a moderate pace, not too fast to sound nervous or too slow to sound bored. Vary your pitch to avoid sounding monotonous or robotic. Pronounce your words correctly and avoid slang, jargon, or acronyms that may confuse your listener.

5 Be respectful and polite

Phone etiquette also involves being respectful and polite to the person you are talking to, as well as to anyone else who may be affected by your phone call. For example, if you are calling someone, make sure you introduce yourself and state the reason for your call. Ask them if it is a good time to talk or if they prefer to reschedule. If you are receiving a call, greet the caller and identify yourself and your company or department. If you need to put them on hold, ask for their permission and explain why. If you need to transfer them, inform them who you are transferring them to and why. If you need to end the call, thank them for their time and confirm the next steps or follow-up actions.

6 Follow up and follow through

The last tip to improve your phone etiquette and sound more confident and credible on the phone is to follow up and follow through on your phone conversations. This means that you should send a summary email or a thank-you note after your phone call, reiterating the main points, agreements, or action items. You should also keep your promises and deliver on your commitments, such as sending additional information, providing feedback, or resolving issues. Following up and following through will show that you are reliable, professional, and respectful, and will enhance your reputation and relationship with your phone contacts.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?