Die 10 besten Tipps für positivere Telefonate

Sie sind Telefon-Profi und haben sicher keine grundsätzlichen Schwierigkeiten, sich am Telefon verständlich zu machen und ergebnisorientiert zu telefonieren. Trotzdem sind Sie manchmal vielleicht unzufrieden mit einem Telefongespräch und fragen sich, was Sie noch besser machen könnten – vor allem, wenn es um Telefonate auf Englisch geht. Hier sind unsere Tipps.

Telefonieren ist grundsätzlich schwieriger als ein Gespräch „face to face“, weil außer der verbalen Ebene alle anderen fehlen. Wenn Sie zudem in einer Fremdsprache telefonieren, wird die Sache noch komplizierter. Doch es gibt Methoden, mit denen man jedes Telefongespräch effektiver, positiver und mit besseren Ergebnissen führen kann, als Sie vielleicht denken.

Damit Sie diese Methoden in Zukunft nutzen können, haben wir die folgenden zehn Tipps für Sie zusammengestellt.

Tipp 1: Bereiten Sie sich richtig vor

You should treat every phone call as if it were a “real“ meeting and prepare yourself as follows: 

  • Have the documents you need to hand.
  • Make sure you will not be disturbed during the conversation.
  • Don’t read, write e-mails or eat during the call – you wouldn’t do that if the person on the other end of the phone was sitting in front of you, would you?

Tipp 2: Bauen Sie sich und Ihr Gegenüber auf

Do you know those people who can easily psych you up – or who can easily get you down? If you want to psych up the people you interact with, and yourself as well, try this: 


Think about the other person before you call him or her. Try to think of at least two positive traits. If you don’t know him or her yet, you might concentrate on a recent achievement. (According to Vera F. Birkenbihl, „69 Telefon-Kommunikations-Karten“)


Tipp 3: Schauen Sie in den Spiegel

You probably know the tip ”Smile and the person on the other end of the phone can hear it!“ That‘s a good piece of advice. Furthermore, your body language and your posture influence the way you sound as well.

So, you‘re not always aware of how you sit or how you look. But there‘s an easy way to change that. Just watch yourself in a mirror – or at least glance at one occasionally – while you are making a phone call. You‘ll be amazed, or perhaps startled …

Tipp 4: Nehmen Sie Ihre Stimme auf

We don‘t always know how we come across on the phone. But you can check: First you should record your voice during a phone conversation. Then listen to the recording carefully and answer these questions:

  • Do I speak too loudly, too softly, too fast, or too slowly?
  • Is my articulation good? Are my words easy to understand?
  • Do I make a lot of noises during the conversation like clearing my throat?
  • Do I sound confident, shy, authoritative, submissive?

Tipp 5: Achten Sie auf Ihr Sprechtempo

Not everybody talks as fast or as slowly as you do. If someone talks much more slowly than you, you should take account of that. Don’t try to talk more slowly (that won’t work) but pause every now and then so that the other person can keep up with you.

Tipp 6: Steuern Sie das Telefonat gleich zu Beginn

Do you want to conclude your business as quickly as possible – or do you want to chat before talking business? You can make that clear and also influence the other person by choosing the right words, e.g.:

  • “Good morning, Ms Chandler. I need some further information on XY and would be grateful if you could spare me a minute.“ ? if you want the other person to make it short.
  • “Good morning, Ms Chandler, how are you? Did you have a nice holiday?“ ? if you’re willing to chat for a while.

Tipp 7: Stehlen Sie niemandem ungefragt seine Zeit

Everybody appreciates it when others respect their time. You can show your respect and influence the phone call in a positive way by signalling (BE)/signaling (AE) how much time you need – and stick to that!

  • May I bother you for just a moment?
  • Do you have about fifteen minutes to talk with me? Or should I call back tomorrow?

Tipp 8: Geben Sie Feedback

Let the other person know you are listening by saying „hm“ from time to time. If you’re not responding because you‘re deliberating, indicate this by saying, for example:

  • I have to think about that for a moment.

Quote


‚Tis better to be silent and be thought a fool, than to speak and remove all doubt.

Abraham Lincoln (1809–1865)

Tipp 9: Fragen Sie nach

One of the most important pieces of advice when you‘re conversing in English is not to be too shy to ask for clarification over and over again if necessary. Make sure you understand everything that is said during the conversation. As visual information is missing completely when you’re on the phone, there are many opportunities to misunderstand each other.

Tipp 10: Bedanken Sie sich

It can’t be said too often: Take the opportunity to thank someone as often as possible. This is especially effective with people such as switchboard operators who are on the phone a lot but hardly ever get any appreciation . Be the exception to the rule and you are likely to be rewarded with preferential treatment the next time you call!

Vocabulary Box
get s.o. down                               – jemanden runterziehen
posture                                        – Körperhaltung
psych s.o. up                               – jemanden aufbauen
receive preferential treatment     – bevorzugt behandelt werden
sense of achievement                 – Erfolgserlebnis
startled                                        – erschrocken
submissive                                  – unterwürfig
switchboard operator                  – Telefonist/in
trait                                              – Charakterzug
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