Telephone technique, part two


In part one of this two-part series on telephone use during the job search, I wrote about how important the telephone is as a business and job-seeking tool: It’s still the second most important communication tool of all, after face-to-face encounters. In part one, I explained the basics of good telephone practice, and I made suggestions on how to get over the fear of talking to people you don’t know well.

But where good phone technique really becomes important is when a potential employer calls you up. Your first interview with an employer may be formal (a prearranged conference call with several people on the line) or informal (a seat-of-the-pants call from a hiring manager). Either way, you need to be prepared to handle it well. This is how hiring works.

If the hiring manager, a human resources staffer, and a few other stakeholders are on the line, you can be assured that their interest is real.

Take control

The first contact from an employer is usually by phone, and the call always seems to come at the most inconvenient time: You’re changing the baby’s diapers or out walking the dog—or you were sleeping in after a late night in the lab, and you’re still groggy.

If this has ever happened to you, you’ll agree when I say that one of the keys to a successful phone call is to dictate the call’s time and place. You need to be able to focus, so you need some time to get ready, collect your thoughts, and prepare your mind. That is why my number-one rule of job-related phone calls is, do not accept the call when it comes at a bad time.

The trick is to take control, but without being annoying. “Jorge, thank you so much for your call. I’m very happy that you called, and I’m eager to talk. I’d prefer to talk later this afternoon, if you have a slot available. If not, I can get organized and call you back in 10 minutes. What would work best for you?” Be sure to note the caller’s full name, and double-check that phone number! Close the call by restating the arrangements: “OK Jorge, thank you. I’ll call you at 2 p.m. Central Standard Time at 314-555-8181. Talk soon!” If you can keep your composure and pull that off, you’ll make a good first impression on the caller.

Whether you talk 10 minutes later or the next day, use the time to learn what you can about the caller by searching Google or LinkedIn. Before the interview, get out a notepad and a copy of your CV, and do a few minutes of deep-breathing exercises. Be at your best when the call comes in, focused but relaxed.

Protocol for the first encounter

A few companies avoid calling until they’re sure the candidate a great fit, but most are more flexible. Some will notice a few enticing items on your CV, which match up well with items on their must-have list, and spontaneously decide you warrant a screening call. This call is your chance to shine.

When the call comes, remember that the caller probably will not have a lot of time, so expect the conversation to be focused and short. Don’t be offended by brisk efficiency, and don’t waste the caller’s time. 

Here are a few bonus tips for that first telephone encounter:

The telephone conference call

It’s the ultimate telephone introduction: The employer finds you so interesting that they invite a few of their closest colleagues to interview you all at once!

Sure it’s intimidating, but an invitation to partake in a group conference-call interview is a very positive sign. If the hiring manager, a human resources staffer, and a few other stakeholders are on the line, you can be assured that their interest is real.

Here are my suggestions for managing a conference-call interview:

It seems strange to say it in an era of ubiquitous phones, but professional-level telephone skills are in short supply. For you that’s an opportunity. A little work invested in developing this important skill set will help you make that important cut and ensure that this screening call leads to a real, in-person interview.

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