Phone Skills to Master for Flawless Sales and Support Conversations (2023)


(Editor’s note: This post was originally published in May 2018. It has been updated with relevant information and additional context)

In today’s world of indirect, text-based communication, many conversational skills are underdeveloped. However, the telephone is still a vital business tool, critical to both sales and customer service professionals.

To truly excel in these careers, sales and support reps must break with comfort and learn how to use the phone effectively. This means achieving a level of proficiency that’s foreign to many modern workers.

But even customer service and sales agents who master the necessary soft skills still need tools to realize their full potential. Understanding what’s possible (plus mastering communication skills techniques) will lead to more closed-deals and 5-star reviews.

Here are the phone skills customer service and sales pros should master, paired with modern technologies that make phone conversations better.

Sales skills and the tech to help them thrive:

You may be a smooth talker (maybe you could sell an iPhone to Larry Page), but all of your innate gifts could go to waste if your technology doesn’t help you showcase these talents.

Phone skill: Avoiding awkward silence

Sales people often worry about not knowing the right thing to say. What questions do I ask? How can I keep the conversation flowing naturally without awkward pauses?

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The number one cause for radio silence on sales and/or customer service calls is insufficient training. With experience, sales reps will know which questions to ask, and support agents will know how to respond when a caller dials in with issues.

That’s why it’s vital to have a structured onboarding process for new hires.

For sales teams, a classroom-style product overview should be followed by a period where new hires shadow more experienced agents. This first-hand exposure gives new reps the opportunity to learn from observing phone skills in action.

Additionally, pairing new hires with a sales mentor gives them the opportunity to ask questions about a particular phone conversation in a comfortable and low-pressure situation. Eventually, these shadow-opportunities should transition into supervised live calls where managers can evaluate communication skills—such as building rapport—or telephone skills such as answering the phone properly.

But there will still be situations where sales professionals have to address hard questions and endure awkward moments. For this, volume is the only cure.

Especially when it comes to cold calling, nobody finds it natural at first. While going through the ramping period, new reps should be making dozens of phone calls each day (some sales managers say this number could be as high as 150 calls per day). As such, new reps also leave tons of voice mail.

Useful tool: Collaborative sales conversations

Two minds are almost always better than one. That being said, phone features which enable supervisors and colleagues to “whisper” advice or instructions could result in more closed deals.

To take advantage of call whispering, two agents must be on the call, but only one agent’s line will be audible to the lead. If the speaking-agent needs information, advice, or encouragement, the “whispering” agent can discreetly help them out. This feature has two main use cases.

1. During onboarding, new hires can approach phone calls confidently. They’ll know that their supervisors are there to support them if needed.

2. Sales directors will use call whispering to help close big deals. If a call is high-priority, it makes sense to put two top-performing reps on the call. Even if only one voice is audible, having the support of three minds will ensure no opportunities are missed.

Phone skill: Making a ton of sales calls

Sales is a varied profession combining the research skills of a PhD candidate, the conversational acumen of a politician, and the bullish mentality of a monster truck that crushes more responsible vehicles.

With this last point in mind, some sales positions rely on speed and efficiency to meet targets. More calls means more opportunities, resulting in more deals won.

Aside from technology, the best way to ensure a high call volume is to use a smarter schedule. Taking regular breaks (for example, the pomodoro method) can prevent burnout and keep sales minds sharp.

Useful tools: Click to dial, power dialer

Finding the right timing structure for your workday is important, but tools can help maximize productivity during your working periods.

Click-to-dial is a feature that eliminates the need to manually enter phone numbers. The technology is painfully simple to use: when a sales development representative finds a lead’s contact information, all they need to do is hover-over the number and click. At this point, if using a cloud-based phone, the app will open, and the number will dial. This process saves ~30 seconds per call and adds up to significant time saved.

For those who want to take efficiency into the stratosphere, a power-dialer will help you get there.

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Lists of leads — and corresponding phone numbers — are automatically generated or manually uploaded into a spreadsheet. From there, the power-dialer will begin dialing each number. When a call ends, the power dialer will automatically move to the next line. This technology enables sales teams to potentially dial thousands of numbers every day.

Admittedly, these efficiency-technologies are impersonal, and their use-case should be examined closely before being implemented. For SMBs with a limited staff and a targeted audience, personalized interactions and due diligence are still the best “tools.”

Phone skill: Personalizing conversations

Building relationships is essential to any successful sales operation. And as with any relationship, listening and remembering past conversations builds trust and respect.

How sales reps remember previous conversations with a prospect is up to them, but if an individual account will be contacted many times, it’s a good idea to take personal notes, as well as professional ones.

For example, if they’re in a different city, ask what’s fun to do around there in case you’re ever in town. Whatever they say, it’s probably related to their hobbies and interests and you can use that as a jumping-off point.

If they’re in the same city as you, ask for restaurant recommendations, or bring up something cool you’ve done or seen recently. These personal touch points can be referenced later on to build rapport and display empathy.

Useful tool: CRMs and software integrations

The problem is, sales reps can have hundreds of conversations every month. Inevitably, those meaningful talks you had with Gary, Melissa, and Lee will all blur together into one chaotic spiraling pizza gif.

Luckily, your cloud-based phone system makes it easy for you to remember everything about the person on the other line perfectly. Every call you make will be recorded in its entirety (unless you opt-out), and accessible online through a sharable link.

Furthermore, all team members — with permission — will be able to access the link as well. This proves to be an invaluable tool for follow-ups, lead nurturing, and new agent onboarding. Save the best conversations to teach the rookies how it’s done.

Phone skill: Staying accessible

In a perfect world, you’re by your phone and ready to have a personalized, engaging conversation with every prospect when they call. In the real world, however, there will be missed connections and voice mail. But this doesn’t mean you can’t still position yourself for success.

If done correctly, a helpful, personalized, and memorable voice mail can keep leads engaged until you’re able to call them back. A good message will prompt users to leave their name, contact information, and their purpose for calling. A great message will do all this and add a dash of originality.

Who knows, maybe you’re unable to get to the phone because your hot air balloon got stuck in a tree. You’re an engaging and magnetic sales rep — anything’s possible.

Useful tool: Mobile phone tech

The benefit of modern phone systems is that they’re on the cloud. Yes, that buzzword again, the cloud.

What this means is you no longer need a work cell phone to take your business wherever you go. Cloud-based phone systems that have a mobile app let employees receive calls to their work numbers on their personal phones.

The mobile version of your desktop phone application may not have 100% of the functionality available as in the office, but it lets top-performing sales people stay connected when stepping out to grab a coffee, working remotely, attending trade shows, or commuting.

Phone skill: Timing and knowing when to close

Good sales reps have a sixth sense. It’s an intuition for when an opportunity is too good to let sit even a moment too long. For SDRs, this means booking a demo the instant excitement, resolve, and momentum combine to let you hear those magic words: Sure, I’ll take a demo.

But scheduling that demo can be tricky, and prepared reps will take advantage of the opportunity to begin a presentation right then and there. Some sales teams are close enough (in physical proximity) to wave each other down, but tools can make this transitional process much smoother.

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Plus, no sales rep knows everything. Tools, like easy call transfers, make team selling possible by including more skill and expertise in the sale.

Useful tools: Tag and transfer features

Perhaps you’re on the phone with a company’s tech director. They’re dissatisfied with their current product and ready to try something new, but they’re asking you all sorts of questions you can’t answer. In this situation, you could…

  1. A) Be honest and tell them you’ll get back to them ASAP with an answer
  2. B) Make up some quasi-facts and hope they’re technically sound
  3. C) Warm transfer the call to a member of your product team for a thorough answer

Answer A is moral, answer B is exciting, but answer C is correct — provided your phone system is versatile enough to handle it. The “warm” transfer means you’ll be able to speak with your colleague, privately, before handing-off the call. Give them the background and direction they need to help you close the deal.

In less urgent scenarios, always remember to tag calls with appropriate labels. These will help you organize and plan for any future contacts.

Support skills and the tech to help them thrive:

All-star customer service agents are empathetic, resourceful, and incredibly knowledgeable about the product. When powerful tools are added to the mix, these same support agents become nearly telepathic.

Phone skill: Anticipating customer inquiries

Competent and resourceful support agents know how to respond appropriately to a wide range of extraordinary circumstances. “Staying-on-one’s-toes” is, after all, an important part of the service industry as a whole.

However, generally speaking, practice makes perfect. Knowing the main reasons customers choose to reach out will expedite solutions and lead to higher customer satisfaction.

To know what types of calls are most common, it’s a good idea to keep track of the reasons for each outreach. Call tagging features make this process easier, but even a basic spreadsheet can help support managers learn where to focus training and support efforts.

Useful tool: IVR technology and CRM integrations

Customer service representatives can better assist when they’re able to accurately anticipate why a customer is calling. Luckily, savvy cloud-based phone systems are built with this in mind.

For one, companies can set up smart IVR routing. This self-selection menu will let customers direct themselves to a qualified agent for faster service. By the time an agent’s phone rings, they can be confident why a customer has called and be ready with the resources to take action.

Also, the future of business tools depends on their ability to communicate with one another. Aircall and other “softphones” are constantly interacting with your CRM and helpdesk tools, like Zendesk, Hubspot, and Salesforce. Whenever a customer tries to contact your brand for support, their information (as well as previous interactions) will be visible to your agents, all before saying “hello.”

Context is everything, and a powerful CRM integration leads to faster resolutions and a better customer experience.

Phone skill: Hearing the full story

Your customers aren’t all Pulitzer prize-winning journalists. Many times, the who, what, when, where, and whys of an issue need to be coaxed-out on your end. Furthermore, most callers contact your team during a time of duress. It’s possible you may discover an error that they overlooked out of frustration. The right tone of voice coupled with active listening skills will help excited customers calmly describe their troubles.

Useful tool: Calling third parties on the customer’s behalf

In order to facilitate real-time troubleshooting on complex issues, your team can use a concurrent call feature. This lets agents dial-out to external numbers and conduct full conversations while the customer waits on the other line.

This feature can be especially useful in industries such as software, finance, and healthcare.

Pro tip: Don’t leave your customers in the dark. Periodically check in with them and provide an update on your end.

Phone skill: Introspection & self-reflection

The best support reps aren’t just knowledgeable, they’re genuinely empathetic. They’re able to take their own experiences as customers and apply that emotion when on the receiving end of a support call.

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But applying this empathy is harder to do in practice than one might think. Support agents need time to self-reflect and determine how they would want to be treated as customers, and apply that same level of care to their work.

The problem is, it can be hard to step outside oneself. Managerial oversight and peer reviews count for a lot, but not everyone is skilled at taking constructive criticism and applying it immediately. Luckily, your phone system can help.

Useful tool: Call recordings and call ratings

It’s a near-universal truth that listening to recordings of your own voice can be an uncomfortable experience. However, there’s really no better way to “step-outside” oneself and hear reality as it truly is.

By scheduling regular call reviews between agents and managers, support teams can directly improve performance and service.

Operational insights will be easy to glean (e.g. Did the agent provide accurate information and foster a quick solution?). However, small adjustments in tone, pace, and overall telephone etiquette will also be detectable, though more difficult to correct.

Post-call surveys offer great opportunities for support teams to evaluate performance based on real customer feedback. This type of direct communication can be administered via phone immediately after a call has ended, or though native integrations. SMS and email are also popular — and less immediate — ways of collecting post-call feedback.

Remember to tag for easy analytics

Just like the sales use-case, a simple manual action can have large implications for your team’s overall success. Once again, call tagging is front-and-center.

Labeling the subject matter of each conversation takes about two seconds of extra effort, but makes data analytics a breeze later on.

When looking at a call breakdown by tag, you’ll be able to see why your customers are reaching out. This can lead to more appropriate staffing, as well as larger changes to the product or organizational structure of a company.

Phone Skills to Master for Flawless Sales and Support Conversations (5)

Phone skill: Keeping everyone in the loop

It would be great if a single support agent saw each ticket through from open to close. However, anyone who’s worked in support knows that some issues need to be escalated, particularly when they’re time sensitive.

When these situations arise, it’s important to let the customer know you’re working hard on the task at hand and making all efforts to contact the right individuals.

Useful tool: Smarter transfers

Single-touch resolutions are a key indicator of a well-run customer service team, but when transfers need to take place, good tech can make this transition quick and painless.

Sales teams aren’t the only ones to benefit from warm transfers — it’s always better to give your co-workers a “head’s up” before passing along an upset customer. Furthermore, features like call barging, can fulfill the same role as a transfer, but avoid the dreaded on-hold time in between.

In this scenario, a supervisor or colleague can listen to an ongoing call, and enter into the conversation when necessary. New ideas and expertise can be introduced without the customer waiting a single extra moment.

With the right tools, your company’s innate talents can grow and flourish right alongside recurring revenue streams.


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How do I say I have good phone skills? ›

What to include in a phone skills resume
  1. Specific technical skills related to using the phone and phone systems.
  2. Soft skills you use to communicate with customers and callers.
  3. Any phone or call center software you have experience using.
  4. Your job responsibilities associated with phone usage.
22 Apr 2021

Which skills are required in telephone sales and services? ›

The eight most common skills based on Telephone Sales Representative resumes in 2022.
  • Outbound Calls, 18.4%
  • Telephone Sales, 10.8%
  • Life Insurance, 10.8%
  • Product Knowledge, 7.5%
  • Customer Service, 7.1%
  • Inbound Calls, 5.7%
  • Customer Interaction, 5.4%
  • Other Skills, 34.3%
18 Nov 2022

What are the 5 guidelines of essential skill for telephone communication? ›

  • Use a positive tone. This may sounds cliche, but your smile can be heard by the person on the other end of the phone call. ...
  • Make it crystal clear. ...
  • Be a sincere customer service. ...
  • Say the customer's name. ...
  • Improve your customer service by leaving them satisfied. ...
  • Conclusion.
20 Mar 2022

What are the 3 main elements of a phone conversation? ›

The Message

Put all three elements together — sender, receiver, and message — and you have the communication process at its most basic.

What are 3 ways to improve phone communication? ›

Top 10 Tips for Effective Phone Communication
  1. Be Consistent. Have a unified front for answering the phone. ...
  2. Be Prompt. When it comes to phone communication, it's important to quickly answer calls and not leave customers ringing. ...
  3. Be Upfront. ...
  4. Be Clear. ...
  5. Be Sure to Listen. ...
  6. Be Friendly. ...
  7. Be Respectful. ...
  8. Be Cheerful.
27 Jan 2014

How do you answer the phone confidently? ›

Photos courtesy of the individual members.
  1. Know Who You're Calling.
  2. Practice Often.
  3. Develop A Foolproof Process.
  4. Start On A Positive Note.
  5. Repeat The Question.
  6. Smile To Change Your Tone.
  7. Avoid Space Fillers.
  8. Lower Your Expectations.
31 May 2022

How do you answer the phone professionally? ›

How to answer the phone professionally
  1. Answer by the third ring. It's courteous to pick up the phone promptly to avoid making callers wait. ...
  2. Offer a greeting. ...
  3. Speak with a smile. ...
  4. Be clear. ...
  5. Avoid slang. ...
  6. Be positive. ...
  7. Ask before you put someone on hold. ...
  8. Take messages accurately.

How do you say professional answer phone? ›

Now, if you're on the answering end, here are 15 great ways to answer the phone to give a warm, professional impression.
  1. Hello, thanks for calling [company]. ...
  2. Good morning (afternoon, etc.)! ...
  3. Hello, this is [name]! ...
  4. Hello, thanks for calling [company]. ...
  5. Thanks for calling [company]. ...
  6. Hi there! ...
  7. So glad to hear from you!

How do I talk to a customer on the phone? ›

10 phone etiquette tips for businesses
  1. Be consistent. Have everyone answer the business line consistently. ...
  2. Never interrupt. ...
  3. Get to know the hold button. ...
  4. Get to know the transfer button. ...
  5. Keep customers informed. ...
  6. Smile when you talk to customers. ...
  7. Learn how to handle angry people. ...
  8. Answer after the first few rings.

How do you start a conversation with a customer on the phone? ›

How to Start Conversation with Client on Call – The Formalities
  1. Make It Clear Who You Are and Where You Work. ...
  2. Double-Check Who You Are Speaking To (for Data Protection) ...
  3. Ask if Now Really Is a Convenient Time to Talk. ...
  4. Ask if the Customer Minds You Addressing Them by Their First Name.
19 Jan 2022

What are the three most important skills in sales? ›

  1. Confidence - maintaining a positive attitude. ...
  2. Resilience - communicating with conviction. ...
  3. Active listening - understanding the customers' needs. ...
  4. Rapport building - selling your personality. ...
  5. Entrepreneurial spirit - continual self-improvement.

What are the 6 P's for answering the telephone? ›

Always keep in mind that effective business telephone etiquette requires you to be: prepared, present, polite, patient, personable, professional, proactive.

What are the six guidelines to answering the phone? ›

Phone Etiquette
  • Answer the call within three rings.
  • Immediately introduce yourself.
  • Speak clearly.
  • Only use speakerphone when necessary.
  • Actively listen and take notes.
  • Use proper language.
  • Remain cheerful.
  • Ask before putting someone on hold or transferring a call.
23 Jul 2020

What are the five stages of conversation? ›

The five stages of conversations
  • INITIATION. As the first stage of conversation, initiation requires you to be open to interact and perhaps use small talk to help “break the ice”. ...
  • PREVIEW. ...
  • BUSINESS. ...
  • FEEDBACK. ...

What is a three second rule of phone conversations? ›

If you're on a call with a client or a prospect, try this – wait three seconds after the other person stops talking before you respond. This might be difficult at first, especially if a client has an easy question or a prospect has an objection that you know exactly how to overcome.

What is most important phone communication? ›

Positive Tone of Voice

Tone of voice is one of the most important topics to focus on in a call center or answering service. Because callers are unable to pick up on body language over a phone call, tone of voice becomes their main method of determining the call operator's attitude.

Which is the best response when answering the telephone? ›

#2 The phone should be answered with a positive greeting such as “Hello,” “Good Morning,” or “Good Afternoon,” etc. Following the greeting, the person who answers the phone should give his or her name and the name of the business or organization that is being contacted.

How can I talk on the phone without being nervous? ›

How to overcome phone anxiety
  1. Pick up the phone. This may seem too obvious, but really, this is where it all starts. ...
  2. Smile. Physically smiling puts you at ease and makes you feel happier. ...
  3. Reward yourself. For those with phone anxiety, getting through a conversation is a big deal. ...
  4. Don't overthink it. ...
  5. Let it go to voicemail.
18 Mar 2022

How should you answer a phone interview? ›

Answer the phone professionally: 'Good morning, Joe Bloggs speaking' should do the trick. Be animated and enthusiastic, but polite. Don't be overfamiliar and don't start chatting as if you were talking to a friend. Remember to listen carefully and try to be succinct.

What is a good answer phone message? ›

Voicemail Greeting Sample

"Hello, you've reached [name] at [company]. I'm unable to come to the phone right now. Leave your name and number, and I'll return your call as soon as I'm free. Thank you."

What are the 7 Easy Steps to talk to customers? ›

Maintaining a consistent tone
  1. Think of tone on a spectrum. Take the examples above: “Anything else?” and “What else can I help you with?” ...
  2. Use positive language. ...
  3. Be brief but not brusque. ...
  4. Reply in a timely manner. ...
  5. Always use your customer's name. ...
  6. Talk their talk. ...
  7. Be careful with jokes. ...
  8. Create a support style guide.
2 Sept 2022

How do you talk on sales on the phone? ›

5 Steps for Starting a Great Sales Pitch Over the Phone
  1. Step 1: State Your Full Name and Where You're Calling From. ...
  2. Step 2: Explain The Purpose of Your Call in One Sentence. ...
  3. Step 3: Tell Them Exactly How Much Time You'll Need. ...
  4. Step 4: Give Your 30-Second Elevator Pitch. ...
  5. Step 5: Ask For Permission To Continue.

How do you talk on the phone in sales? ›

19 Phone Sales Tips
  1. Start sales calls with a bang.
  2. Buy as much time as possible.
  3. Don't bad-mouth competitors.
  4. Use awesome labels.
  5. Set the agenda and stay in control.
  6. Stand up.
  7. Use emphasis wisely.
  8. Adopt a cold-calling persona.
20 Jun 2022

How do you start a sales conversation? ›

5 Go-To Tips To Start A Sales Conversation With Your Prospect
  1. Engage Them With Open-Ended Questions. Inquisitive questions are an important part of the sales conversation. ...
  2. Building A Rapport Is Much Needed. ...
  3. Show A Greater Expertise And Insight. ...
  4. List Out Some Common Challenges And Issues. ...
  5. Talk Less And Listen More.
1 Jun 2022

What is a good way to start a conversation? ›

How to start a conversation
  1. Ask for information. A good way to start a conversation is to ask for information from the person you want to talk to. ...
  2. Pay a compliment. ...
  3. Comment on something pleasant. ...
  4. Introduce yourself. ...
  5. Offer help. ...
  6. Ask for help. ...
  7. Mention a shared experience. ...
  8. Ask an opinion.

What is the golden rule of sales? ›

The golden rule of sales is: pitch to people who buy what you sell.

What are the best sales skills? ›

The Top 12 Most Important Sales Skills
  • Product Knowledge. Deep, extensive product knowledge is the foundation of effective sales pitches. ...
  • Business Acumen. ...
  • Strategic Prospecting. ...
  • Active Listening. ...
  • Empathy. ...
  • Relationship Building. ...
  • Effective Communication. ...
  • Negotiation Skills.
8 Mar 2021

What are the 3 A's in sales? ›

The Three A's of Sales:

The sales profession is not the issue itself; it is the attitude, approach, and activity that you have toward the sales process that impacts your understanding and experience of it.

What are the 7 steps in handling incoming telephone calls? ›

How to Answer Phone Calls Effectively in 7 Steps
  1. Answer incoming calls promptly. ...
  2. Open the conversation enthusiastically and politely. ...
  3. Listen, absorb and repeat back to the customer. ...
  4. Maintain a positive attitude. ...
  5. Practice empathy. ...
  6. Provide reassurance and set expectations. ...
  7. Take action!

Who should end a phone call first? ›

The receiver should always hang up first, never the caller. The caller called the receiver, and should to stay on the line until the receiver is satisfied that the call is complete.

What are the 5 telephone tips you need to know? ›

Telephone Etiquette Tips
  • Always Speak Clearly. It is important to speak clearly and slowly. ...
  • Do Not Yell. Some people have a tendency to be on the louder side when they speak. ...
  • Don't Use Slang. ...
  • Never Eat Or Drink. ...
  • Always Listen. ...
  • Use Proper Titles. ...
  • Have Patience. ...
  • Focus on the Task at Hand.

What are 4 good communication skills? ›

If you want to make an impact and build your presence in a professional setting, developing four basic communication skills is key. These basic communication skills are speaking, writing, listening and reading. The way you communicate with others and present your ideas makes a lasting impression on people.

What are the 4 main communication skills? ›

There are four main types of communication we use on a daily basis: verbal, nonverbal, written and visual. With all of these communication styles, it's most effective when you know how to actively listen , observe and empathize .

How many skills use telephone effectively? ›

Effective telephone skills are predicated on strong communications skills. The four major means of communication are speaking, reading, writing, and listening—with listening being the most important part. Listening involves sensing, interpreting, evaluating, and responding.

What are the 6 P's of answering the phone? ›

Always keep in mind that effective business telephone etiquette requires you to be: prepared, present, polite, patient, personable, professional, proactive.

What are the 8 basic techniques in answering telephone calls? ›

Phone Etiquette
  • Answer the call within three rings.
  • Immediately introduce yourself.
  • Speak clearly.
  • Only use speakerphone when necessary.
  • Actively listen and take notes.
  • Use proper language.
  • Remain cheerful.
  • Ask before putting someone on hold or transferring a call.
23 Jul 2020

When answering the phone What are 3 things that you should do first? ›

Answering Calls
  • Try to answer the phone within three rings. ...
  • Answer with a friendly greeting. ...
  • Smile - it shows, even through the phone lines; speak in a pleasant tone of voice - the caller will appreciate it.
  • Ask the caller for their name, even if their name is not necessary for the call.
7 Jul 2020

How do I say I have good communication skills? ›

Communication Skills
  1. Excellent written and verbal communication skills.
  2. Confident, articulate, and professional speaking abilities (and experience)
  3. Empathic listener and persuasive speaker.
  4. Writing creative or factual.
  5. Speaking in public, to groups, or via electronic media.
  6. Excellent presentation and negotiation skills.

What are the 5 professional communication skills? ›

  • WRITTEN COMMUNICATION. Convey ideas and information through the use of written language.
  • ORAL COMMUNICATION. Convey ideas and information through the use of spoken language.

What are the 8 most important communication skills? ›

Essential Communication Skills for Leaders
  1. Ability to Adapt Your Communication Style. ...
  2. Active Listening. ...
  3. Transparency. ...
  4. Clarity. ...
  5. Ability to Ask Open-Ended Questions. ...
  6. Empathy. ...
  7. Open Body Language. ...
  8. Receiving and Implementing Feedback.
14 Nov 2019

What are conversational skills? ›

Conversation skills are about being able to talk and listen well. This involves: starting conversations – for example, with a greeting like 'Hello' or a question. knowing how to get attention in the right way – for example, by saying 'Excuse me' using eye contact.

How can I communicate without words? ›

The many different types of nonverbal communication or body language include:
  1. Facial expressions. The human face is extremely expressive, able to convey countless emotions without saying a word. ...
  2. Body movement and posture. ...
  3. Gestures. ...
  4. Eye contact. ...
  5. Touch. ...
  6. Space. ...
  7. Voice. ...
  8. Pay attention to inconsistencies.


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