Zeno of Citium (The Stoic) “We have two ears and one mouth, so we should listen more than we say.”

Communication Process 100% 80% 60% 40% 30% 20% 10% 5%

Communication Visual Vocal Verbal

Audiophonic communication No visual contact, only verbal You need to COMMUNICATE with your voice. They need to LISTEN with their ears.

Who are you calling? A Friend

What do you do before you call? Relax Take a deep breath Smile

SPEED Not too fast… Not too slow… There isn’t much time. The listener may get bored. Not too fast… You have fixed time for the call. Don’t rush the listener.

Words Maybe it’s useful It’s certainly useful This is exactly what you need I think this is good for you Obviously you want to come If you feel like coming in

I’ll just take 5 minutes of your time Negative Words Don’t you think it could be interesting It’s definitely interesting Can’t you come tomorrow? Not even the day after? Do you prefer to come tomorrow or the day after? Sorry to disturb you I’ll just take 5 minutes of your time

Tenses Past, conditional, future Present I’m calling to… I was calling because… The call is specially useful The class could be useful I’d like to invite you… I’m inviting you…

What’s our objective?

Objections Don’t be afraid Opportunity to extend conversation Listen actively Stay calm, take notes and respond Hidden messages Retake control of the call

Summary Clear objectives Preparation Yes x 3 Isolate objections Respond, convince Summarise and conclude

Winning Strategies Smile Friends Favor Yes