Sustaining the Journey

January 30, 2012

Coaching on the Telephone

Last week we considered the impact of electronic communication on rapport, noting that language is the critical rapport element in that type of communication. Consider now how telephone communication affects rapport. Like e-mail, we lose posture, gesture and breathing. That leaves only language and intonation. We know from various sources that 56–83% of human communication is nonverbal.

This knowledge requires us to maximize our use of language and intonation as rapport tools when we are communicating on the phone. Consider your list of calls for this week. As you reflect on them, which ones are appropriate for the phone and which ones might have been better addressed in person? As you further consider your calls, what are you aware of about your use of language and intonation? What did you notice about the language and intonation of others you spoke with? Consider ways you might develop greater consciousness about using the phone for both coaching and non-coaching communication.


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