The Lost Art of the Phone Call
I was recently checking in on a project, and the team told me a story of “tellyphone tennis.” Seven emails in, they were still going round and round, with no clarity and no resolution. The cost of that to a business is just staggering. A phone call made things happen in about five minutes. It got me thinking, why are we doing this to ourselves?
We recently ran a quick poll on Instagram, and the results were a huge eye-opener. The majority of you reported that you’ve stopped making phone calls because you either feel you don’t have the skills to pick up the phone and structure a conversation, or you’re worried about interrupting people.
That’s a real fear, but it’s a fear we have to get over. Rebecca from Powered Up Content replied to me with the best feedback, “You’re the only person whose name can pop up with an upcoming call, and I don’t feel panic!”
And that’s the feeling we need to create.
It’s about being intentional with our calls.
It’s about being purposeful.
My Simple 4-Step Framework for the Perfect Call
I’ve been in the game a long time, and I’ve developed a simple framework that gets buy-in from the start and makes every call worthwhile.
1. Hi, and Check the Time Frame
Start with a quick check-in. Don’t assume they have time. A simple “Hey [Name], have you got 10 minutes for a quick conversation?” shows you respect their time and puts them at ease.
2. I’m Calling About…
Once you have the buy-in, be direct. State your purpose immediately. “I’m calling about the XYZ project, and I want to make sure we decide on X.” This removes all the anxiety about why you’re calling.
3. By the End of This Call…
Set a clear, ambitious outcome. This keeps the conversation focused. “By the end of our catch-up, I want us to have made the decision so we can make things happen.” This shows you’re not just calling for a chat; you’re calling to drive progress.
4. SOUND GOOD?
This is the most important part. Get their buy-in one last time. When you ask, “Sound good?”, they say “yes” and the conversation is now a shared mission.
What to Do When They Don’t Pick Up
Don’t just hang up. That’s the classic move, but it gets you nowhere. Instead, leave a warm, clear, and concise message. Your goal is to be helpful, not demanding. State your name, what you’re calling about, and why it’s worth their time to call you back.
Here’s a simple script to get you going, “Hey [Name], this is [Your Name]. I’m calling about the [Project/Topic] and had a quick question that I think would be easier to sort out over the phone. Let me know when you have a moment. Thanks!“
The Phone Call Etiquette of the Follow-Up
If they don’t respond to your message, it’s completely fine to try again after a day or two. A good approach is a gentle follow-up email that references your call. Something like, “Hey, following up on the voicemail I left yesterday about [Topic]. No rush at all, but let me know when might be a good time for a quick chat.” This shows you’re persistent but not pushy.
What if They’re Uncomfortable?
You’re not the only one who might be out of practice. You might dial a number and hear the person on the other end sound stiff, quiet, or taken aback. They might not be used to receiving calls, so it’s on you to put them at ease.
The key here is to quickly frame the conversation and put the ball back in their court.
Try a script like this –
“Hey [Name], it’s [Your Name]. I know a phone call is a bit old-school, but I thought this would be quicker than a long email thread. Is this a good time for a quick chat? ” The bolded question is the most important part. It gives them an easy out.
If they say no, say, “No problem at all! I’ll shoot you an email instead.”
This shows you respect their communication style while still achieving your goal. You come across as a professional, not a phone-call evangelist.
The Secret to Success, It’s Not All in the Inbox
Some of the most successful people I’ve worked with are successful because they make it a point to speak to people in real life. They understand that you create long-lasting relationships with your voice.
We have to blow up the myth that we can grow businesses and careers simply by sitting on email, Teams chats, and texts.
I’ll be honest, if a supplier only wants to connect with me in written form, chances are, I’ll move on to a supplier who wants to create a real connection. That’s how we mutually build great businesses. The conversations we have and the rapport we build are the foundation of trust and collaboration.
More Than Just Business Communication Skills, The Power of Personal Connection
Let’s not forget the human side of this. Texting is great for logistics, but it’s not the same as hearing a friend’s voice. The subtle tone, the sound of their laugh, the way they say your name, these are the things that build a real connection.
Picking up the phone is the heartbeat of friendship and belonging. It’s how we truly show we care, not just that we’ve read their message. We also show younger generations the importance of connection because they can’t be what they can’t see.
Ultimately, things happen quickly when we talk. Misunderstandings get cleared up in seconds, projects move forward, and relationships deepen.
So next time you find yourself stuck in a text chain or an email loop, take a breath, dial the number, and rediscover the simple, powerful magic of the phone call.
RESOURCES AND NEXT STEPS
If you’re looking for more support and guidance to regain your phone-confidence and move projects along, here are some valuable resources:
- Book a conversation to see how we can help you with your communication HERE.
- Have meaningful conversations. Connect with your people deeper by sharing your thoughts, feelings, and experiences. Use our Flip The Thinking Tool kit and share it with people around you. See how it helps you enrich the connection and conversation.
- Follow along on LinkedIn HERE
- Find out more about our women’s leadership programme HERE