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How can you speak more clearly and concisely on the phone?

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Phone etiquette is not only about being polite and respectful, but also about being clear and concise. When you communicate on the phone, you have to rely on your voice and words to convey your message, without the help of body language or visual cues. This means you have to avoid ambiguity, confusion, and unnecessary details that can waste time and frustrate your listener. Here are some tips on how to speak more clearly and concisely on the phone.

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1 Know your purpose

Before you make or answer a phone call, have a clear idea of what you want to achieve and what information you need to share or obtain. This will help you structure your conversation and avoid going off-topic or rambling. You can also prepare some notes or bullet points to remind you of the key points you want to cover, but don't read from a script or sound too rehearsed.

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Erin Archibald

Recent Graduate from University of Glasgow / Hospitality Team Leader
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Actively Listen Don't be too quick to fill the silence after a question. Pause and think out your answer before you speak to allow yourself time to digest the question and answer to the best of your ability. Depending on the nature of the phone call you could also prepare bullet point answers beforehand to aid your answers

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2 Use simple and precise language

Avoid using jargon, slang, acronyms, or technical terms that your listener may not understand or may misinterpret. Instead, use simple and precise words that convey your meaning clearly and directly. If you have to use a specific term, explain what it means or give an example. Also, avoid using filler words, such as "um", "like", or "you know", that can make you sound unsure or unprofessional.

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3 Speak slowly and loudly

One of the most common causes of miscommunication on the phone is speaking too fast or too softly. When you speak too fast, you risk skipping or slurring words, making it hard for your listener to follow or comprehend. When you speak too softly, you risk being drowned out by background noise or making your listener strain to hear you. To avoid these problems, speak slowly and loudly enough for your listener to hear you clearly, but not too loudly that you sound aggressive or rude.

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4 Repeat and confirm

Another way to ensure clarity and conciseness on the phone is to repeat and confirm the important information or instructions that you or your listener have given or received. For example, if you are making an appointment, repeat the date, time, and location, and ask your listener to confirm them. If you are giving instructions, ask your listener to repeat them back to you. This will help you avoid misunderstandings, errors, or omissions.

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Gianna Sorrentino

Employee Discipline Investigator for New York City Housing Preservation and Development
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Don't assume you will remember everything when the call is over. Take some brief notes, such as addresses, names, or extensions. Don't feel bad about asking someone to repeat themselves.

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5 Summarize and end

At the end of your phone conversation, summarize the main points and actions that you and your listener have agreed on or need to take. This will help you reinforce your message and show your listener that you have been attentive and respectful. Then, thank your listener for their time and cooperation, and end the call politely and professionally.

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6 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?

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Robyn Hawtin

--
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Something that I think is key and sometimes forgotten. The importance of a smile! It’s so simple but a smile can be heard on the phone. Give it a go, can you tell the difference?

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How can you speak more clearly and concisely on the phone?

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1 Know your purpose

2 Use simple and precise language

3 Speak slowly and loudly

4 Repeat and confirm

5 Summarize and end

6 Here’s what else to consider

Phone Etiquette

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