How to Speak More Clearly on the Phone

Do you have trouble being understood on the phone? Do you constantly have to repeat yourself? Are you a better communicator when speaking face-to-face?

Communication is….

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With visual clues gone in phone conversation, vocal qualities – your tone, stress, pitch, speed, volume, accent – carry the message. These are all qualities  you should strategically use to make your message clear.

Two speaking qualities that will help you become immediately more understandable are phrasing and stress.

Phrasing

English speakers do not speak word by word, but in short phrases.  When speaking on the phone,  it is very important to have clear phrase boundaries with clear pauses in between.

 I have a few questions / about the new procedures / for submitting invoices

I’m calling about / the 1 bedroom apartment / on Main Street.

Focus Stress  

Focus stress is used to bring the listeners attention to a specific word or to key information. Focus words are said louder, held longer, and have a higher pitch.  Focus stress is most commonly used to clarify, emphasize or show contrast.

Clarify

1. So I HAVE to / submit it / in person? (I have no other options?)
2. So you’re saying / that Aetna / will NOT / cover this charge? (I expected they would)

Emphasize

1. This is my THIRD time / calling about this.
2. He’s NEVER late./  I think something happened.

Contrast

1. So I can pick it UP/ on Thursday / or have it DELIVERED / next Monday? / Is that right?
2. You need it / by THIS Friday? (I thought it was next Friday!)

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What are some challenges you face when speaking on the phone?