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When Is a Phone Call Better Than an Email? 6 Times When You Should Take It Offline

January 27, 2017

By Amanda Zantal-Wiener

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I don’t know about you, but as a rule, I communicate better via written word.

It gives me time to think. It lets me use the vocabulary that my SAT tutor hammered into my brain so many years ago. And most of all, it gives me a screen to hide behind when I have to confront an uncomfortable topic — making the situation much less awkward. But there are times when even I, the perpetual wordsmith, have to make an actual phone call.

Speaking to another human being over the phone can be nerve wracking. Maybe it’s because so few of us actually use our mobile devices for that anymore — after all, Pew Research found that text messaging is the most widely-used feature on them. Reap the positive ROI benefits of email marketing with the help of this  14-point checklist for optimizing your emails.

But even if it looks like phone calls are fading on the surface, there are times when they’re still essential — especially, it seems, where a sensitive subject is concerned. That means it’s time to stop hiding behind the screen, take a deep breath, and dial. We’ve outlined six of the most important occasions when a phone call is better than an email. Have a look, and start talking.

6 Times a Phone Call Is Better Than an Email

1) When You Want to Apologize

Most of us grow up understanding that, when we do something wrong, we should say, “Sorry” — 96% of parents think it’s important for kids to apologize when they deliberately upset someone, and 88% believe the same is true, even when it’s unintentional. But what constitutes a heartfelt apology?

It’s so hard to admit when we’re wrong. And to actually say it out loud — “I’m sorry” — is even more challenging when we have the option of quickly typing it out in an email or text message. That’s why it can carry so much more weight when someone actually calls us to apologize. Assuming he or she means it, we can hear the person’s remorse.

But if you’re afraid of screwing up an apology when you try to do it off-script, you can still write it down before you make the call. That can help to give you an idea of what it is that you really want to say, and can mitigate the risk of stumbling your way through saying sorry. Just make sure it sounds natural — an apology won’t seem very authentic if it sounds like you’re reading from a script.

2) When You Anticipate a Lot of Questions

My colleague, Leslie Ye, recently had a phone call with someone to discuss a project for the HubSpot Sales Blog. She specifically chose to have a spoken conversation — rather than explain the parameters over email — for a few reasons. Among them, she told me, was that she …read more

Source:: HubSpot Blog

      

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