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54 Golden Nuggets: The Best of the Telephone Doctor by Nancy Friedman

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Do’s and Don’ts ofExecutive Phone Skills

Why is it when the subject of telephone skills comes up most executives tune out? “Send the staff,” they say. For whatever reason, there’s a group of these folks who feel they’re in that old ivory tower and exempt themselves from any type of telephone skills training.

There are definitely some fire breathing executives who need a class on phone skills—both inbound and outbound. There are no job title restrictions on this topic. Everyone within an organization should go through some sort of phone skills training.

Remember, it all starts at the top. It dribbles down; it cannot dribble up. So many management and top-level executives are guilty of exhibiting poor phone skills and probably only because the ...

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