Issue 30 & 31.13
The younger generation’s (X-Y) trend of avoiding talking on the phone has spread to employees and managers of all ages. It started with email and now with smartphones.
Texting has replaced leaving voicemails and conversations now take place with our phone or fingers. Calling someone is rare in how we communicate in today’s workplace.
However, traditional phone conversations have been benefits that text and email will never overcome. The use of the telephone is still an important tool and the following are nine scenarios where a phone call greatly outweighs the written communication.
1. When You Need Immediate Response-
The problem with text or email is you never know when someone will get back to you. You like to think he other person is sitting there waiting for your message, but it’s not always true.
These days when someone sees your name on the ringing phone, they know you are making an extra effort to speak to them. Of course if they are truly busy, in a meeting, sleeping, or hiding from you, the caller ID will tip them off and you go to voicemail, which they rarely check anyway. At lease you can express yourself with heartfelt emotion.
2. When You Don’t Want a Written Record Due to Sensitivity-
You never know who will see an email or a text. True, phone calls can be recorded…but not legally in most states without prior notification or a judge’s order. Unless you are absolutely comfortable with your message getting into anyone’s hands, best to use the phone for conversations that require discretion.
3. When The Emotional Tone is Ambiguous, But Shouldn’t Be-
Sometimes a smiley face is not enough to convey real emotion. Emoticons help broadly frame emotional context, but when people’s feeling are at stake it’s best to let them hear exactly where you are coming from. Otherwise they will naturally assume the worst.
4. When There is Consistent Confusion-
Most people don’t like to write long emails and most don’t like to read them. So when there are lots of details that create confusion, phone calls work efficiently to bring clarity.
First of all, you can speak about 150 words per minute, and most people don’t type that fast. Second, questions can be answered in context so you don’t end up with an endless trail of back and forth Questions and answers.
5. When There is Bad News-
This should be obvious, but sadly many people will take a cowardly approach to sharing difficult news. Don’t be one of those callous people. Make it about the other person and not you.
Humanize the situation with empathy they can hear.
6. When There is Very Important News-
Good or bad, if there is significance to information, the receiver needs to understand the importance beyond a double exclamation. Most likely they will have immediate questions and you should be ready to provide context to prevent unwanted conclusions
7. When There is a Hint of Anger, Offense, or Conflict in the Exchange-
Written message can often be taken the wrong way. If you see a message that suggests any kind of problem, don’t let it fester-or worse try and repair it-with more unemotional communication.
Pick up the phone and resolve the issue before it spirals out of control.
8. When a Personal Touch Will Benefit-
Anytime you want to connect emotionally with someone and face-to-face is not possible, use the phone. Let them hear the care in your voice and the appreciation in your heart
Used with permission from The SESCO Report. SESCO provides communication, customer service and leadership training for manager and employees at all levels.