The caller may want to clarify information or gain new information, but you can be sure that one of the objectives will be to learn more about you as a person. At a conscious or subconscious level, your caller will be monitoring your word choices, voice tones, and general attitude. Without eye-to-eye contact, you will have to work a little harder to establish and maintain the rapport you need to get to the interview stage.
Here are some tips that will help:
- Listen carefully and completely.
- Do not interrupt.
- Provide feedback that shows you have clearly understood what the caller said.
- Verify dates, times, and locations if an interview is arranged.
- Respond, don't pitch. Ask, don't sell.
When you are on the phone, try to match the caller's rate of speech. That is one way to establish an early rapport with your caller. Just don't allow yourself to speak so slowly or so rapidly that the rate is uncomfortable for you.
A caller's speech rate can also tell you whether he or she is primarily in a visual, auditory, or kinesthetic (tactile) mode at the moment. Rapid speech generally indicates visual: Try to respond with such phrases as "I see" or "It looks good to me." Moderate speech generally indicates auditory: Use "Sounds good," "I hear what you're saying," and the like. Slow speech usually indicates kinesthetic; Use such word choices as "I'm comfortable with that" or "get in touch with."
Voice Tones Monitor your own voice tones as well. Record yourself during other conversations, particularly those that are mildly stressful. Suction-cup attachments for tape recorders are widely available. You don't need permission to make a tape provided you use the recording for no other purposes than your own personal needs.
Here are some problems you might listen for: Do you sound nasal, whiny, bored, indifferent, tense, hostile, or antagonistic? Pompous, arrogant, bombastic? The possibilities are numerous, and no, even your best friends won't tell you. In fact, most of them might not be able to. Without private coaching, you’ve on your own with this one.
If you think there's a problem, it can't hurt to work on it. Voice and speech control are beyond the scope of this book, but you might try some of the books in the Reading List section. Your voice is an important tool in any field, especially when you're on the phone.
CONTENT OF THE CALL
Once again, the screening call is not a one-way transaction. You too should ask questions, and since you are the one who placed the call, that will be easier to do. This is the time for you to discover what your research could not. Is there a specific opening? How does the position happen to be available? (Is it new? Was it recently vacated? Where is the former occupant?) To whom does the position report? Do others report to the person in the position? How many? What does the position entail? Can you describe the department briefly for me? What kinds of projects is it currently undertaking?
Screening works both ways, and it should. The information you ask the prospective employer to provide will give you the input you need to help both of you to arrive at a good decision. The prospective employer, of course, has the same objective in mind when asking questions. If you both decide to go forward with the interview, each of you will have a better basis for your discussion.
If you don't like what you've heard or feel that you wouldn't fit the position well, say so in a gracious way. Don't wait for the prospect to say it for you, and don't waste your time or the prospect's with interviews you know will go nowhere. Your initiative will be respected, and you will gain points for your thoughtfulness in saying why you would prefer not to be considered for the opening. Many executives have told me that this kind of closure has opened doors for them later on: The employer either offered a more relevant position later on or referred the candidate to a contact who had a position open.
After you hang up, reflect on the prospective employer's attitude. Were you treated with dignity and respect? Did you get full and open responses to your questions? Was the person patient and helpful? Jot your observations down on your prospects card.
YOUR NEXT STEP
Once you have your first appointment scheduled—on the right day, at the right time—you're ready for the next step: the Interview.
