Hi
One of the biggest problems is speed. Native speakers, especially business people, tend to speak very quickly on the telephone. As a non-native speaker, you need to develop techniques which will allow you to take control of the call. Here are some practical tips:
Immediately ask the person to speak slowly.
Could you speak more slowly, please?
Would you mind speaking more slowly, please?
Would you slow down a little, please?
When taking note of a name or important information, repeat each piece of information as the person speaks.
So, you say you can give us a discount of 10%?
OK, you are willing to extend the warranty to 30 days, right?
Your telephone number is 2718 3892 and your email address is.....
Let me just confirm that. Your name is Andy Hogg and your company is called ‘Gtech Ltd’.
Let me just repeat what you have said.
I’d just like to confirm what you’ve just told me.
This is an especially effective tool. By repeating each important piece of information, or each number or letter, you automatically slow the speaker down.
Do not say you have understood if you have not. Ask the person to repeat until you have understood.
I’m sorry, I don’t understand what you’re saying.
I’m afraid I don’t know what you mean.
I sorry, but I don’t follow you.
Would you mind going over that again for me?
Could you say that again, please?
Could you repeat that, please?
Could you explain what you mean?
Remember that the other person needs to make himself/herself understood and it is in his/her interest to make sure that you have understood. If you ask a person to explain more than twice they will usually slow down.
If the person does not slow down begin speaking your own language!
A sentence or two of another language spoken quickly will remind the person that they are fortunate because THEY do not need to speak a different language to communicate. Used carefully, this exercise in humbling the other speaker can be very effective. Just be sure to use it with colleagues and not with a boss!
