You could say that because body language is non-verbal, then it is impossible to read the other person’s body language over the telephone - you can’t see them! However surprisingly there are a number of body language indicators that could be detected. These include:

• Smiling on the phone. It lifts the tone of the voice and makes it a more pleasant, cheerful sound to listen to

• Posture. The energy in the voice can be stifled if you sit hunched, with shoulders forward, talking down your chest into a microphone. Before you pick up an incoming call, try taking a deep breath, put shoulders back, head up and put that smile on, as you announce your opening salutation

• Fidgeting. The caller can hear any sounds of impatience such as clicking biro pens or tapping rhythmically with fingers on the desk

• Distractions. The tap-tap of keys on the key board when you are checking your emails as well as paying attention to the Caller

Are there any other body language indicators on the phone?

This extract is drawn from our ebook for Receptionists. Bryan Edwards is Managing Director of ABC Training Solutions Ltd (www.abctrainingsolutions.biz) which delivers training throughout the U.K. and markets a range of fully-designed, ready to deliver workshops, self study packs and other training exercises for the busy trainer. He can be contacted on 07747 602215 or [email protected]