They've managed the gruelling interview process, got the right results in the psychometric testing and are on the first day in the new job. Then you hear that star recruit on the phone and the slick image goes out the window.
Telephone manner is no small component of a well-rounded suite of business skills. It sounds easy, but a polished telephone manner cannot be taken for granted.
Speech pathologist Michael Kelly works with business people and politicians to improve their voice and projection. Far too often, he says, even experienced executives can ignore the rules of telephone etiquette and shoot themselves in the foot.
Lack of confidence plays a major role in inhibiting better phone technique, says Kelly.
"Often people don't know or like their own voice," he says. "Sometimes people just don't understand the impression they are making - areas like saying 'thank you' and 'please'. And voicemail should be clear and brief - and if you leave a number, remember to slow down."
The number of training courses available to improve telephone manner is a clear indicator that a professional phone manner is acquired, not innate.
Although many of these courses are aimed at sales people, the demand for tips on how to improve general skills is also on the increase.
"Massive" is how Juliet Jordan describes the level of demand for the courses her company, The Voice Business, runs in voice training and telephone skills. The principles of good speaking habits are to breathe deeply, get your lips into gear and make an effort to form the words. Use vocal variety to avoid sounding monotonous, she says.
It's important to be a good listener, and to sound as though you are extending goodwill to the other party, says Jordan. "That keeps more relaxation and warmth in your voice instead of [projecting the] feeling you are talking to an antagonist. There's a lot each person can do to make it a positive interaction. And remember, when you are calling someone, you might be interrupting them. So be clear in your message, keep it short and sweet - women tend to apologise too much."
She agrees that lack of confidence plays a key role in poor voice habits and telephone manner, particularly for business executives. "They feel their voice lets them down when they are presenting to the board. Or they find someone is dominating and want to put their voice across."
Improving phone skills is not difficult; nor is it obvious. Unlike a facelift, or Botox, a new phone manner is not immediately recognisable but it makes a big difference. It is, says Jordan, the secret ingredient for success.
