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Part 3: Communicating on the telephone

addition to the physical meetings, phone calls are the most important means of communication in project management. Often, although the PL believes that it is faster with a mail, but a phone conversation is always better:

• Through the interview, a case is understandable, the two call parties have the opportunity to explain the situation.
• Many prefer to write about a touchy subject when they talk about it, but a sensitive topic can be better explained in a conversation, as in the mail (intonation, Introduction to Smalltalk)
• Certain things can be resolved immediately, you get an instant answer, the mail, there may well take another day or more until a response is ready.

Nevertheless, project managers should not lump the phone in your hand and just call the customer time and then jump from topic to topic. As in the meeting also heard a phone conversation, a certain preparation: Write

aim of the meetings set

important arguments (since they are forgotten during the interview often)
set interview guide (Introduction:
• Before the phone conversation , Argrumentation, claim)
• most, the customer in advance an agenda to send to the interview so that these be prepared likewise can. Scheduling
• book case of "difficult discussions" a meeting room
• time for the interview (also ask for time from customer)
• best, call records sent in advance to the customer.

During the telephone conversation, seek

• communicate goals at the beginning, the consent of the other party
• If several participants (teleconference) the parties to present each
• interview guide monitored and deviations avoid
• Not being distracted by other
  
• leave at the end of the conversation once again the main points and the result of including the process summarized

After the interview:

• short protocol with the interview results to send to the customer

. And what do we do when we get a call from customers?

• attempts to bring a structure into the conversation, according to the objectives of questions, specific questions
• If you know any answers to the concerns of the customer, can we honestly say that and call the customer back at a later date.
• Conversations on the train or in public places to avoid, or run with "code words". There are always people who listen. Also, the call could be interrupted due to bad connections. Here, too, ask for a callback.