Effective Telephone Interviews

Objectives: To learn

·         the etiquette of speaking on a telephone

·         how to prepare for telephone interviews

·         to be successful at interviews

Telephones have become an integral part of our lives. The use of telephone has become so extensive that even recruiting agencies have started using telephones for interviewing and selecting people for different positions. Therefore, it is vital for us to excel in telephone communication.

We speak to many people on the phone before meeting them. We try to form in our mind an impression of the person we are speaking to. Similarly when someone speaks to us, they try to figure us out. Therefore, it is important for us to know what contributes to the creation of a very good impression of us to them.

Let us say, we have applied for a job and the prospective employer has asked us to participate in a telephone interview. What should we do to create a very good and positive impression?

Some points to ponder:  

Ø  First, we should make sure that our telephone instrument is in good condition and the incoming and outgoing voice is clear. If the instrument is not in good condition, then we may have to ask the callers to repeat what they say quite often, which may force the callers to feel that we are not attentive or are hard of hearing.

Ø  As we pick up the phone, identify ourselves and greet them.

Ø  Hold the mouth piece at an appropriate distance – neither too close nor too far away from our mouth.

Ø  When we pick up the phone, we should sound alert and ready. Our tone should not give them the impression that we are casual or sleepy. Therefore, while speaking, sit up straight or stand so that our voice sounds confident. This is because, when we sit up straight or stand up our diaphragm expands and becomes larger. Never speak lying on a sofa or a bed.

Ø  Make them feel we are pleased to hear from them.

Ø  Have a smiling face. Though they cannot see you they can sense the smile from the tone of our voice. It creates a positive, friendly and helpful impression at the other end.

All the tactics mentioned above work only when we are well prepared and provide relevant and reasonable answers.

In short, any recruiting agency would like to have a person who is knowledgeable, cheerful, confident, enthusiastic, organized and professional. Therefore we need to project these qualities through our telephone conversation.

Useful language:

Asking for information:

In spite of our attention, sometimes we may not hear some words or we may not understand what was said. The following phrases can be used when we don’t hear.

(Arranged in order from formal to informal)

Excuse me? (with a rising tone)

Pardon me? (with a rising tone)

Pardon? (with a rising tone)

Sorry? (with a rising tone)

I’m sorry. I didn’t hear what you said. Could you repeat what you said, please?

I didn’t quite catch what you said. Could you repeat that, please?

I didn’t quite catch that. Say that again, please.

Asking for clarification:

Sometimes we don’t understand what the caller says and we need to ask for more information to understand it.

Could you explain what you mean, please?

What exactly do you mean by ….?

What do you mean, exactly?

Asking for spelling:

When we listen to unfamiliar names or when we are not sure about their spelling, we need to take the caller’s help.

Could you spell that please?

Correcting information:

Sorry, that’s not quite right. It should be the 12^th rather than 20th         

Sorry, I think you have made a mistake. The 12^th rather than the 20^th

Excuse me. Not the 20^th the 12^th.