Yesterday we provided vocal quality tips on phone communication. Today we'll look at two other important considerations.

Listening is key and requires silence, which can be confusing to the person on the phone. To demonstrate active listening, interject phrases such as "I see", "Yes" and "Tell me more". This communicates understanding of the message and rapport with the messenger.

Finally, be aware of background noise. If they hear taps on your keyboard, chewing, laughter or other distractions, they may conclude you are not paying attention. The phone receiver is an amplifier. If you have to be on a cell phone, go to a quiet location.

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