The Body Language of a Phone call.
We had a meeting yesterday at a local Doctor’s office to discuss the possibility of doing a Six Sigma office procedure program for him. He is interested in fine tuning his already wonderful practice by reviewing the steps taken in each task. It is nice to see that McDonald’s is not the only business interested in consistency. It was also very refreshing to see someone who already looks like he has it all working and still be interested in stepping it up another notch.
During this exploring conversation we touched on the importance of personal energy even while answering the phone. It seems like a stange thought at first but we talked about how our body language also effects the energy or tone of our voice. Then we took it another step and talked about how much the listener on the other end of the phone can pick up on how we are feeling about ourselves in that moment. In other words are we paying attention or doing something else at the same time? Or are we frustrated, agitated, angry or happy, smiling and maybe feel like singing?
It all can be “felt”.
The other end of the phone doesn’t know exactly what, but they can pick up the energy. These are the day to day things that are so important and we are generally unaware that they are going on.
We will be adding a piece on this, along with some exercises to practice their phone presence, when we start the procedure training sessions.
What a nice and compatible combination it is to work on procedure, Lean Six Sigma style, and the energy of awareness and the present moment.