The Life Skill Young People Really Need to Succeed

The simple but lost art of talking on the phone

Talking on the phone teaches valuable communication skills and the ability to personalize a message. (DANIELGONZALEZPHOTO/SHUTTERSTOCK)

“You can’t talk to a real person these days.”

That’s a complaint we all have when trying to call a business, as one can get lost in an endless loop of menus. So when you do find an actual human being who answers the phone, it’s a real treat.

Which is why young people desperately need a basic life skill known as “talking on the phone.” I know, that seems ridiculous to those of us at a certain age. But the young generation has gotten so used to texting or instant messaging that they almost become paralyzed with fear at the thought of making a call. And they’ve lost something valuable when it comes to communication: personalization.

The Power of Voice

If you’re going to succeed in the real world, and one that has become increasingly more remote, your voice is one of your most valuable assets, and one that needs cultivating. Your speech, your tone, and your delivery can all convey so much in business that’s simply not possible with words on a screen.

The things I picked up as a television news reporter would really help young people entering the workforce. As a rookie in the ‘80s, I learned the valuable skill known as “working the phones” to develop my contacts. It’s something that can set a young person apart in today’s digital world. Hearing a voice gives you insight into someone’s personality and attitude, especially in business. What you pick up from a phone call can improve your decision-making process and help you develop critical business relationships needed in the real world.

You simply can’t assume a text or message has been received. With a phone call, you’ll either talk to someone or have the opportunity to leave a message. And if the person calls you back, the very first thing to say is, “Thank you for returning my call.”

A Personal Touch

A phone call is a personal touch in the business world. It’s old school, but it will set you apart. It’s more than simply a call. It’s an audio handshake, a friendly greeting, a welcome. It tells the people you call that you think enough of them to take some of your time to reach out.

Let’s illustrate with an example. Suppose a company you deal with is inviting you to an event. You could get a text or email with a time and address. Or you could receive a phone call like this:

“Hi, it’s Jennifer from the Company. Since you’re one of our best clients, I wanted to personally invite you to an event we’re having to roll out a new product. It’s something I know you would find interesting. So I hope you can join us for dinner that evening. Chef Brian will be catering, and you’ll be one of the first to see our newest offering.”

A phone call like that shows not only that the caller cares enough to take the time to make a personal invitation, but also that the caller is excited about the event. Letting someone “hear your smile” in business is a great way to make a connection. Keep the energy in your voice and the person you call will pick up on that. A simple rule in television news when dealing with a teleprompter is, “talk, don’t read” and “be conversational” when telling a story. Don’t read a script like a telemarketer making a cold call, but actually talk to the person you’re calling. You can turn even the most boring topic into a conversation.

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Bottom line: Phone calls are personal. Texts are not. In business, personal usually wins. And young people need to remember that not everyone in the business world is from their generation. We don’t all live on our cell phones.

Being a good conversationalist on the phone takes practice, but it’s really simple. Just get in the habit of making actual phone calls instead of using a digital method of communication. You’ll find that you can learn so much from hearing someone’s voice. And they’ll learn more about you.

Finally, the best part of making an actual call: You don’t have to worry about autocorrect turning your message into something you didn’t intend.