Welcome to this issue of "Dr. T's Timely Tips" by Dr. Tony Alessandra. Please send your feedback to info@alessandra.com!
You can tell a person's personality just by paying attention to how s/he communicates on the phone. For many people, using the Platinum Rule to determine a person's behavior style is easy in face-to-face interactions. Most people use their physical self, especially their unspoken body language, to convey their personality style, so when you have all the elements of the interaction you can identify their style. So what do you do on the phone, when you cannot see a person's body language? Rest assured that everyone's personality is just as identifiable on the phone as it is in person, you just need to know what to look for. |
RELATORS
Indirect and Open
"How are you?" or "I'm glad to hear from you again," are typical Steady Relater greetings. Like those telephone company TV commercials, their warmth can seem to transcend the limitations of the phone lines. Although they prefer more personal interactions with people, they will also settle for indirect contact -- especially if the person is pleasant and non-threatening. They project this people orientation by phone and like to build a personal, first-name relationship with callers. Even if they do not know you, they may say, "You don't have to be formal. Just call me Alice." They may project a desire to know you personally or provide you with good service.
They communicate with steady, even vocal intonations to convey friendliness, comfort, and a sense of relaxation. Relaters tend to be naturals at listening to others' ideas and feelings, whether on the phone or in person. They tend to be interested in the blow-by-blow, point-by-point description of what you did yesterday or the sequential pattern of how to complete a certain task. You are probably talking to a Relater if you notice slower than average speech patterns, more moments of listening than of speaking, and references to actual, real-life experiences regarding either products or mutual acquaintances.
"I'll look it up for you"
Steady Relaters tend to express themselves in a rather tentative manner in both their face-to-face and telephone conversations. "I'll need to consult Mrs. Adams before I can make that decision," or, "I'm not sure we can do that, but I'll get back to you as soon as I find out." As in other aspects of their lives, they often defer to the more human, proven way things have always been done. They typically feel more comfortable making decisions based on conferring with others rather than by themselves. "What do you think?", "How do you feel?", and "What do you recommend?" are all common questions this type may ask.
|
SOCIALIZERS
Direct and Open
"What's up?" or "What's happening?" are usual Interacting Socializer opening lines. They are sometimes so animated that their gestures can be transmitted via the phone lines. How? By their varied, emotional vocal inflections/intonations and their colorful choice of words that may tend toward exaggeration. "Really? That's fantastic!" or, "You have to be kidding me!" The telephone can be a favorite toy that enables them to both prolong conversations and recharge themselves, especially when no one else is physically around. "I just called because I'm bored." You may also detect background noise when you speak to individuals of this type. They sometimes put on the TV or radio just for the sound, visual stimulation, and activity.
On the phone, Socializers speak rapidly and emotively. "I feel that if we go through with this plan, the community will resent us as anti-environmentalists," or, "I feel that I've contributed enough to this organization over the years to allow me to talk about this." Other styles may more naturally use thinking words, instead.
Say it with feeling
Typically, you will notice a wide range of vocal inflection and intonation and a tendency to want to know your reaction. "Do you feel that way, too?" They liven up conversations with personal anecdotes and may keep you on the phone longer than you had anticipated. If you need to extricate yourself from an extended monologue, try something like, "Well, Don, it's been great talking with you. I'm really looking forward to our appointment on Monday!" If you say it with feeling, the Socializer may already eagerly anticipate your meeting.
|
THINKERS
Indirect and Guarded
"Good afternoon, Mr. Lomis. This is Jonathan Williams. You asked me to call back Monday morning." Formal greetings are one tip-off that you may be dealing with a Cautious Thinker. Time-conscious individuals of this type often get to a task just when they say they will. Monday morning it is!
"May I speak with Mr. Holmes or Dr. Brothers?"
Thinkers prefer brief, to-the-point telephone calls. Although they may not tell you, call them Mister or Ms. or Doctor or whatever their titles happen to be. Thinkers sometimes view jumping into a first-name basis as invasion of privacy, so they deal with others on a more formal basis. If you think they are talking about to Sherlock Holmes or Dr. Joyce Brothers, chances are you have contacted a Thinker.
Careful and correct
Like Relaters, Thinkers tend to express themselves in a rather tentative manner. "I'll check on that and let you know tomorrow." Alternatively, they may want to provide you with information so you can form your own conclusions. "I have a copy of the Governor's report in my files. If I send it to you, perhaps you can find what you're looking for." Both these approaches satisfy Cautious Thinkers' need for caution and correctness. They simply may not want to be misquoted or, possibly, involved in the first place.
|
DIRECTORS
Direct and Guarded
When speaking on the phone to a Dominant Director, treat her the same way as in a person-to-person contact. Think of the ABC's: Keep it abridged, brief, and concise. Prepare your delivery with the bottom line in mind: "The trend in your industry is toward computer-generated graphics. The research we have conducted with other typesetters in your area indicates increased profits of 20 to 30% over two years. I'd like to meet with you for 10 minutes to show you the numbers and see if this concept interests you."
They waste no time
It is not unusual for a Director to call someone and, without saying hello, launch right into the conversation. "You've got to be kidding; the shipment from Hong Kong will kill us . . . by the way, this is Jack." When other people cannot keep up with their speed, they may view them as incompetent.
On the telephone, determine whether the person sends power signals. Dominant Directors want to pick the time and place to meet. They often speak in a sort of shorthand -- concisely and pointedly -- and sound cool, confident, and demanding. When Director Dennis phones, he actually says, "Sue? Dennis? Tony!" Talking to him is like speaking to a human telegram. He reduces the concept of brief and to-the-point to another dimension. As commanding speakers who tend not to listen to others, they naturally want to direct the conversation toward their goals. Under stress, they can become defensive and aggressive, attacking others personally to show who is in control. They dislike using touchy-feely, emotional terms and prefer sensible thinking terminology. "I think we'll implement this plan tomorrow," or, "I think this discussion is over."
|
Here's to more personal insight,
www.alessandra.com
|
 "Are you making a winning impression with the telephone?"
The telephone. It has become such an integral part of our lives. It sits on our desk. It follows us home from work. It wakes up with us in the morning. It even goes with us on vacation (sadly).
Wherever we are, there it is...and yet, we probably know less about using the telephone than we know about using our computers or any other New Age technology.
That is because the telephone is more than just a technology. It is a form of communication - it is the bridge we use to connect with customers, employees, spouses, and friends everyday, from anywhere.
Let that bridge collapse due to poor communication skills, poor phone etiquette, or a less than pleasant telephone manner... and it could mean angry customers, a blown job prospect, resentful friends, and thousands in lost sales - especially if you're an entrepreneur with a young business.
The bottom-line?
Knowing how to communicate via the telephone is an essential business and personal development skill - much like public speaking, writing, or networking. Once you master this skill, you will feel less anxious, less self-conscious, and more capable of getting the result you want from the people in your work and life. You will create as powerful a first impression on the phone as you would in person, wearing a $5,000 Armani suit.
My 8-page Telephone Skills eReport is a concise overview of the most essential components of an effective telephone manner. You will be able to read the report quickly, and apply your newly learned telephone skills right away - immediately leading to increased success for your career and your company.
Topics covered include:
* Creating a powerful first impression when you answer the phone
* Maintaining a positive attitude while on the phone
* Avoiding the most common telephone mistakes
* Creating and sustaining the loyalty of your customers through the phone
You will learn in 12 minutes how to speak confidently, effectively, and persuasively on the phone...and how to communicate warmth and passion to the person on the other end.
One warning though: After reading this report, you may experience an increase in the amount of incoming business and personal calls due to your wonderful telephone personality. So much for your weekends.
Please click here to purchase my Telephone Skills PDF eReport for $7.97.
|
Share these ideas
with others at work and in your personal life. Being a mentor and helping others
is one of the most rewarding things you will ever do. They may get their own
free subscription by going to
http://www.alessandra.com/abouttony/timely_tips_signup.asp
See the people, products and
programs Dr. Tony Recommends at
http://www.DrTonyRecommends.com
Dr. Tony's Platinum Rule
Products -
http://alessandra.com/products/prrsproducts.asp
About Dr. Tony -
http://alessandra.com/abouttony/index.asp
Dr. Tony's Speeches -
http://alessandra.com/speakpresent/index.asp
Dr. Tony's Speech Rave Reviews
-
http://alessandra.com/ravereviews/index.asp
For Meeting Planners -
http://alessandra.com/meetingplanners/index.asp
For Speaker's Bureaus -
http://alessandra.com/speakersbureau/index.asp
Dr. Tony's eBooks -
http://alessandra.com/products/ebooks.asp
Dr. Tony's Client List -
http://alessandra.com/clients/index.asp
Dr. Tony's mp3 Products -
http://alessandra.com/products/mp3products.asp
Dr. Tony's Sales Products -
http://alessandra.com/products/salesproducts.asp
Dr. Tony's Communications
Products -
http://alessandra.com/products/communicationproducts.asp
Dr. Tony's Leadership Products
-
http://alessandra.com/products/leadershipproducts.asp
Dr. Tony's Assessment Tools -
http://alessandra.com/products/assessmenttools.asp
Dr. Tony's Customer Service
Products -
http://alessandra.com/products/customerserviceproducts.asp
If you like receiving Dr. T's
Timely Tips, you'll love adding to or switching from this subscription to
"One-to-One from A-to-Z" - an ezine that's customized to match your interests,
goals and behavioral style. You'll receive fewer emails, but the ones you do
receive will contain articles, tips, ideas and offers that perfectly match your
personal and/or professional interests. Subscribing takes less than a minute and
you may experience The Platinum Rule® firsthand by
opting in here. We will treat you the way you want to be treated!
Become a Tony Alessandra Affiliate!
Earn a commission every time someone purchases one of Tony's products using the
custom merchant link that is emailed to you once you sign up. Post the link on
your site or your email signature line and watch the commission checks roll in.
Begin today!
Click here to join our Affiliate Program.
Dr. Tony
Alessandra, author of "Dr. T's Timely Tips",
is available as a speaker for corporate and trade association meetings.
Teleseminars and webinars are also available. Contact Holli Catchpole at
SpeakersOffice: 1-800-222-4383 or
Holli@SpeakersOffice.com
SpeakersOffice, Inc.
5927 Balfour Court Ste. 103
Carlsbad, CA 92008
Click here to view a Free Video of Tony.
Click here to check out Tony's Photo Gallery and get a glimpse of what he
does when he's not in front of an audience.
Time for a coffee break?
Visit Dr. Tony's
online bookstore and browse while you relax.
Copyright ©
2001-2008 Dr. Tony Alessandra
| | | |
