Newspaper article The Evening Standard (London, England)

On Course; the Key to Communication Is Listening, as Kate Crockett Discovered When She Learned All about Telephone Talk

Newspaper article The Evening Standard (London, England)

On Course; the Key to Communication Is Listening, as Kate Crockett Discovered When She Learned All about Telephone Talk

Article excerpt

Byline: KATE CROCKETT

The key to communication is listening, as Kate Crockett discovered when she learned all about telephone talk

IN my experience, conference calls are to be avoided. For a start, you never know when it is your turn to speak, you cannot distinguish one voice from another and you cannot read any faces for reactions to your comments. For these reasons, the thought of taking part in an over-the-phone training session alongside 10 other callers did not exactly fill me with joy. However, I was interested to see if a conference call really could be an effective way of delivering business training to timepushed executives. I was also keen to pick up a few tips on how to deal with difficult people, which was the subject of the session.

Jim Wig, from 3C Associates, which is pioneering this telephone-delivered training to organisations such as Toshiba and Nationwide, was our trainer. In preparation for the workshop, we were asked to have in mind someone who makes our working lives difficult and to have in front of us the session worksheet, distributed beforehand by email. Introductions were made as each delegate dialled in and Wig provided an outline of the session, which aimed to provide us with "some strategies for dealing with difficult people".

With our chosen colleagues in mind, Wig started by giving us 30 seconds to jot down what it is we find problematic about them. Gareth got the ball rolling, describing his difficult colleague as "aloof, intellectually superior, domineering, dismissive and lacking humour". Liz concurred, adding that her co-worker was also an "unapproachable bully". I was beginning to wonder if I was on the right course - I do not have any colleagues nearly that bad!

Still, I was sure I could learn something from the next exercises, looking at why people are difficult and the cost of poor working relationships. …

Search by... Author
Show... All Results Primary Sources Peer-reviewed

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.