When we communicate to influence or persuade, our success depends on how the other person interprets and responds to that communication. To make success a more likely option, we have to set our stage with care.
Many people want to avoid direct contact, possibly fearing confrontation. They will send an email or a text when telephone would be more effective. In terms of influence and persuasion, the right method of communication needs as much attention as the message itself.
In business and personal relationships, there are times when there is no substitute for voice contact. Email tennis takes a lot of time, can be misinterpreted and can prolong something that could be resolved in minutes with a phone call. Choosing an inappropriate form of communication can have consequences such as losing you a sale or preventing bridges from being mended. Make your choice wisely.

Once you have decided that telephone is the appropriate choice, some basic rules of engagement help you to set the scene for success.
Peak Performers use telephone etiquette to get more value from their time.
1: It’s About Them Too
We’ve all experienced this. Someone calls at an inopportune time and just talks, talks, talks. You can’t get a word in. You don’t want to be rude. But you have things to do. Although their voice is in your ear, you miss the conversation as your internal eyes and ears are seeing and hearing something else. In terms of influence and persuasion, you are quite underwhelmed.
Mobile phones facilitate instant access to people and create a false sense of urgency. When you call a mobile, your contact may be on the train, closing a deal with a customer or in the middle of an argument. The false sense of urgency that makes them take your call also creates a frustrated sense of intrusion if your reason for calling has less significance to them than what they were doing. If they are with a group of people or in a public place, they are now performing to an audience, perhaps trying to create a certain image and this will influence their response to you
You want them on your side. Don’t give them a reason to view you as an intrusion.
When you call someone:
- Start by asking if they have time to talk. If you have something important to say and the other person is preoccupied, your message will be lost.
- Throughout the conversation, stay alert to tonal signs of distraction. When a person is distracted, your words fall on ears that are difficult to influence or persuade. Politely make an appointment to call them later.
- Don’t hog the conversation. Give them room to comment.
- Don’t complete their sentences for them.
2: Snap, Crackle, Pop
There is little room for influence or persuasion if the other person can’t hear you.
There is little pleasure in a conversation with someone calling from a bad line or a place with a lot of background noise. Few calls are so important that they must be made under these conditions. Calling from the car subjects your listener to changing signal strengths and road noises. If you crash, they get to hear that too.
In some business cultures, communication from the car has become normal practice. If you must do it, make the call while you are stationary and have the windows closed.
3: Appearance
By drawing the person to you, you draw them to your message.
Not the way you look, but the way you sound. Studies show that people who talk on the phone using the same gestures, intonations and facial movements as face-to-face are more successful with their telephone objectives. As common as it is, talking to a disembodied voice is not natural and it does create nerves and fear in some people.
Smiling while you are talking helps to relax you and the relaxation comes through in your voice, helping to create clear speech with a natural and steady rhythm to your conversation. If you are worried you will forget what you have to say, make notes beforehand and have them there in front of you. This common and effective method is used by peak performers every day to ensure continuity and complete coverage.
Telephone etiquette communicates at both a conscious and subliminal level, showing a side of you that can’t be spoken with words.