How often do you think, after a telephone conversation with an agency, that I wish I had said or asked that. Calling authorities is often an energy-consuming activity because you have the feeling that you have not been listened to or because the conversation takes a turn that you do not want. With the tips below you can ensure that the conversation goes the way you want and that you receive answers to your questions and clarity about the agreements made.
Always prepare for a conversation
Do you have the necessary information at hand (reference number, customer number, etc.). Gather information on the internet, of course on the website of the relevant authority, but also on other sites and possibly even on foreign sites. Formulate questions and put them on paper. But don’t make it too easy for the conversation partner and formulate open questions. A handy trick: start all your questions with ,What exactly about…,. Avoid questions that start with ,is it true that…,. Also formulate the core message or question you have. What should the conversation be about and what should it not be about? Always start your conversation with the question ,Who should I contact for…,
Listen
Listen to and write down the name of the person who speaks to you, as well as the date you call. Indicate what your core message or question is and listen to what the other person has to say. Try not to get upset about word choice or intonation and try to remain calm at all times. This way you can listen best and come across as more powerful and knowledgeable. In some cases it is better to show emotion to get something done, but use this sparingly.
To summarize
Before asking a new question, summarize in your own words what you just heard. This allows you to verify whether you have understood the other person correctly. At the same time, you also give the other person the opportunity to further clarify certain matters from his or her account because this was not reflected in your summary. Any agreements or commitments that have been made must also be repeated and written down here.
Ask further
Once it is clear that the message has been conveyed well, you can continue asking questions. Each question will have to go through the Listening, Summarizing, and Asking questions scheme.
Always end a conversation
In the conclusion, repeat the notes you made, who you spoke to and what agreements you made during the conversation. If a follow-up is desired, agree in this phase what you expect from the other party or what the other party can expect from you. A statement such as ,I will contact you as soon as I know more, or ,I will call you, is too vague. Agree on when contact will take place again (even if only to report that no progress has been made yet).