We’ve become creatures of telephone habits. Having made and received thousands of telephone calls in our lifetimes, it is easy to assume that we have reasonable telephone skills. Most people do not even think there are any special challenges of telephone communication.
When all parts of the communications process work effectively together, telephone communication is clear and useful. Sometimes, however, even a well-practiced communication process can go wrong. Problems can occur in any of the following four parts of sending a message:
- Trouble sending: The sender doesn't speak clearly, speaks in a heavy accent or speaks too quickly. What happens to the message? Will it be received?
- Trouble with the message content: The message is confusing, disorganized or irrational. Is it likely that the receiver will understand what is being communicated?
- Trouble with the channel: There is background noise or a bad line. Will the message be transmitted effectively? Will it be received?
- Trouble with the receiver: The receiver is not listening closely, has fallen asleep or is distracted. Will the message be understood?
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FOR THE FULL LESSON PLEASE LOG IN AND GO TO: Telephone Communication Problems Part 2 (an Unclear Message) (includes lesson notes, sample dialogues, audio lesson + interactive practice exercises) |
Below is some useful language to help make sure the message is clear:
Asking for Clarification
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Do you mean...? Are you saying that...? Are you telling me…? So for clarification: every package has a confirmation number? So it wasn’t sent? Let me just make sure I understand here: Let me make sure I’ve got this right: Is that right? Is that correct? So you mean...? And you’ll call me back today? |
Clearing Things Up
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What I mean is that.... I mean... I meant.... What I’m saying is that… What I’m trying to say is…. I’m saying that… |
Confirming
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Yes, that’s right. That's correct. Yes, that’s what I mean. Yes, I meant that. Right. Exactly. No, I didn’t mean that. No, I’m not saying that. |