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| Photo courtesy of Etsy.com |
How has the
telephone suffered such a brutal and untimely death?
When did we suddenly
abandon the phone call?
I’ll tell
you when.
It was
right around the time that texting became free - locally, nationally and
internationally.
Don’t get
me wrong: I can text with the best of them. I have 3 different language
keyboards installed on my cell phone, plus an extensive emoticon library. Because
you gotta have a LOT of cartoonish icons to express your true feelings and
moods since straight LOLs may not do the trick. Ha!
I feel,
however, that we have adopted texting (and before it, emailing) with such a
fervor that we have forgotten the importance of live voice-to-voice
communication as part of the effective communication mix. We all have cell phones now but rarely use
the actual PHONE part of it.
I have
often observed a glazed, deer-in-headlights stare from colleagues of a younger
generation when I ask them to make a call to a client or supplier. “Can’t I
just email them?” is usually the plea.
(Note: I’m
also struggling to get some of my suppliers to pick up the phone. Really, people? Do you want the business
or not?)
This is a crisis of communication.
Recently, a
female acquaintance sought input on a new dating relationship. She described
the problem to me like this:
I Facebook messaged him, and then he
messaged back. And then I asked him this question and sent a winky smiley. He
hasn’t replied. What do you think that means?! Should I text him again?
Why don’t
you just pick up the phone and call the dude? was my stupid question.
Yeah right! Call. How desperate do
you think I am?
Were we
always this shy and self-effacing, simply waiting for the appropriate tool to
come along and absolve us of the misery that verbal communication had forced
upon us?
Watch the harsh truth
of dating. A.K.A. “He’s never going to call you”, the infamous speech from He’s just not that into you:
Business etiquette
In
business, effective communication cannot be underestimated. The particular
vehicle of communication we choose to deliver a message is critical to it being
received effectively.
Because I
began my professional career just as the internet was emerging, telephone and
fax communication were still common. My first sales job involved making cold
calls to owners and buyers of retail stores. I can say from experience that
picking up the phone can be nerve-wracking. But, quite often it yields the best
outcome. When successful, orders arrived at the office by fax or courier.
I still
believe phone calls are an importantpart of business for relationship building and management. There are times
when it is better to callthan send an email.
Here are situations in which I still
reach for the receiver:
-
When
I need to “meet” someone new and a face-to-face is not possible
-
When
there is a “problem” or misunderstanding to resolve (and face-to-face is not
possible)
-
When
I need to ask for a favour (and a face-to-face is really not possible)
-
When
the person I’m contacting prefers not to use email or digital technologies
-
When
I communicate with my doctor or pharmacy (because they still use phone and fax
exclusively!)
Of course,
important decisions and details agreed to verbally can always be followed by a
confirmation email message.
Don’t
forget, though, that your voice can be your most valuable asset, negotiation
tool, bridge-builder, and relationship-nurturer. When you speak, speak clearly
and with authenticity, and don’t forget to smile when appropriate. Insincerity
can be easily detected through the phone.
And most
importantly, when someone else calls you, ANSWER your phone!
The bottom
line: When it comes to important announcements, big decisions, or difficult
topics, it’s best to communicate in person or at the very least, with live
voice. If you want to build a positive, meaningful relationship or resolve a
problem, put the emoticons aside and express yourself authentically.
Note: Video calls are naturally
encouraged as well, when and where technology permits them.
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