Our technology driven world has become both a blessing and a curse. A blessing because the tools we have at our disposal are many – a curse because despite all the options, we are not connecting effectively. Why is that you ask? Because we are replacing face-to-face communications with technology – all in the name of efficiency. We have become so connected that we have become disconnected. And this lack of "connectedness" is causing communication breakdowns, increasing stress and reducing our overall effectiveness. So how then, do we address these challenges? Well, here are a few tips that may help you connect….

1.    Focus on building relationships

In today's high-tech world, it is all too easy to lose the human touch. E-mail and voice mail are the two key factors that have robbed us of that individual connection and they have done so in the name of efficiency. Since both tools are designed to save us time and money, it is often tempting to use them as our primary means of communication. Neither one, however, should be a substitute for talking face-to-face with the people who will bring us business or help us achieve our goals, in the workplace.

As a general rule of thumb, use e-mail to exchange information, but don't use it when you need to discuss personal issues or negotiate deals. Use voicemail to communicate briefly and ideally, arrange a face-to-face meeting. You need to see with your eyes and hear with your ears what your client or colleague is saying and feeling. After all, human interaction lies at the heart of all successful relationships – so keep in touch, literally.

In business, it’s always important to streamline communication. As such, it’s important to find out what form of communication each person you interact with, prefers. Prior to sending any information, ask your client how he or she would prefer to receive the information requested. This way, you will not only cultivate respect, you will likely get a more immediate response.

Some of the most common causes of communication breakdowns in the business world are due to the inconsistent use of technology. If someone sends you an email, respond with an email. If someone leaves you a voicemail message, respond with a voicemail message. All too often we assume that someone will have read our email message even though they left us a voicemail message or vice versa. And then we wonder why they are so upset when they haven’t “heard” from us. Successful communication is all about respect, so focus on responding in kind.

The main purpose of voicemail is to respond in kind to a message previously left, to acknowledge or confirm receipt of that message and/or to leave information. In order to build rapport with others and cultivate respect, here are a few voicemail etiquette tips to keep in mind.

• Smile when you are on the phone – the recipient of your message can tell
• Before leaving your message, listen to and be aware of the sound and speed of the person’s voice mail message. If they tend to speak quickly, adapt and match your voice and your message, to the sound and speed of theirs – you will build instant rapport.
• Be specific about what you are calling about. People are inundated with voicemail messages. As such, if you want to get results, the more clear, concise and specific you are the better.
• If you have several things that you wish to discuss, keep things brief and think in threes: ie. There are three things that I would like you to get back to me on: firstly, secondly, and finally…If you have more to say, send an email.
• When leaving a message, leave your name, company name and phone number and then your message. Let them know the time you can be reached and then leave your phone number again.
• If you have been referred to a client and are leaving a voice mail message, follow the previous step and then say the name of the person who has referred you and then leave your message.
• Be organized. A well thought-out message will always motivate the listener to listen and most importantly, inspire them to act on your message.
• Avoid hiding behind your voice mail or using it as a way to screen your calls. If you never answer your phone during business hours, people will soon catch on and call someone who does. Truly successful people are never too busy for personal contact with clients and coworkers.

• Ensure your email messages are clear and concise. Check for spelling mistakes and be aware of your emotional tone.
• Do not write in CAPITAL letters. It is equivalent to SHOUTING! Remember that body language and voice tonality may be absent, but your emotions and professionalism, still comes across.
• Be sure that whatever you say in an email, is something you would say in person.
• Avoid the use of acronyms, LOL and FYI may save some time, but they will also undermine your professionalism and your image
• Be respectful of other people’s time. When sending emails, brevity is the key to motivating others to respond. As a general rule of thumb, summarize your requests in three points
• If you want to be seen as credible, avoid sending unsolicited emails and jokes. Your colleagues will perceive you as having too much time on your hands and doing so will undermine your professionalism.
• According to the Canadian Interactive Reid Report, a clear majority (67% of Canadian Internet users) claims to receive emails from colleagues that are irrelevant to them. Be respectful of other people’s time by asking yourself who really needs to know and include those people only, when sending emails.

• When using caller ID, answer the phone as you normally would, beginning with your company name and then your name.
• Avoid using the person’s name before he/she has had a chance to identify themselves.
• Ensure your voice projects energy, excitement and enthusiasm.
• Avoid speaking in a monotone voice. You will force the listener to tune you out.
• Always remember to smile when you are speaking on the phone - the listener can tell.

• Turn off your cell phone in restaurants and other social venues. If you are entertaining a client over lunch, they should be your number one priority
• Turn your cell phone or pagers on to vibrate or meeting mode, in public places. If you are expecting an important call on your cell phone, let your client or guest know in advance of your meeting. Ideally, you should avoid this altogether and plan any incoming calls around your meeting.
• Speak in a professional business tone and always be aware of your surroundings. It’s important to avoid talking company business in public places – you never know who may be listening.
• Do not shout while using your cell phone in public places. People who do are simply trying to convey their self-importance and they actually achieve the opposite.

Topics include: Developing Telephone Savvy - Cellular Phones, Palm Pilot and Speakerphone Protocol – E-Mail Etiquette – Answering Machine and Voice Mail Protocol – Video and Conferencing Call Savvy