How to talk on the phone

Let me tell you a story about my friend Kara (the name has been changed to protect the innocent).

Kara had turned 18 and needed to make a doctor's appointment.  Her mom had always made the appointment but, since she was an adult, her mom said it was time Kara scheduled the appointment herself. Kara was not happy.

Making a phone call to get information, schedule an appointment, or talk to someone can be scary. But it doesn't have to be. Once you get some practice it won't be hard at all. And if you follow these simple steps, you will look like a pro in no time. This is a life skill that you will use all the time as an adult.

First, you want to relax. If you are calm, things will go more smoothly.

Second, take a moment to figure out what information you are going to need during the phone call. If you are scheduling an appointment, you will need your calendar readily available. If you are calling for information, you will need to list the questions you have so you don't forget anything and a notepad to write answers on.

There are some simple steps that are the same no matter what kind of call you are making. We will go over those so you have the basics, then you will be able to branch off depending on the situation.

1. When someone answers the phone, be polite. As the adage goes: "You catch more flies with honey than with vinegar." Start with "Hello, my name is....."

2. After you have identified yourself, state why you are calling. For example: "Hello, my name is Kara. I am calling to make an appointment to see Dr. Smith for my yearly physical." Be as specific as you can so the person knows how to help you.

3. Listen to what the person is saying. You've already gotten through the hardest part. If you are calling to make a doctor's appointment, they will ask for your date of birth and your full name. If you are especially nervous, you may want to write these down, so you don't stumble. It's information you've known since you were 3 years old, but nerves can do weird things to a person.

4. If the appointment time offered doesn't work for you, tell them politely and ask for another time. It is helpful if you have looked at your schedule beforehand and could offer times that would work for you. For example: "That appointment time won't work for me because I have class. Is there an appointment available Wednesday or Thursday sometime in the morning?"

5. Once you settle on a time that works, politely thank them for their help and confirm that you have the correct date and time. For example: "Thank you for your help. Just to confirm, my appointment is Wednesday the 18th at 10 am, correct?"

6. Before you hang up, thank them again for their help.

You did it! You successfully made a phone call and you did it like a pro.