Crew Lounge
Tip Four: Business Speak
Much of the dealings we have with employees at this company will be over the telephone. It is important, no, make that vital that flight attendants know how to speak in such a manner that conveys professionalism.
Ditto for supervisors, managers, and other employees. But that info can be posted on another web site!
Anyway, let's look at two different examples of a fictional telephone conversation with a Scheduling Manager regarding a problem with open flying trip trades.
SM: Hello, this is Sally, Scheduling Manager.
F/A: Yeah, hi. Umm, I've got a problem.
SM: Yes ma'am, what can I do for you?
F/A: My trade didn't go through!
SM: I'm sorry, what trade are talking about?
F/A: My open flying trade. It should have gone through by now and I didn't. It's after 11:00!
SM: We've already processed the trades, if you had yours in by 10:00 a.m., it would have been processed.
F/A: But it didn't. I didn't get my trade. This happens to me all the time, I always get skipped.
SM: Let me check, what is your file number?
(F/A provides the information.)
SM: Okay, here it is. Hmmm...you're right. Your trade wasn't processed.
F/A: See, that's what happens to me all the time! I need to get that trade!!!
SM: We cannot run the trades through again, ma'am.
F/A: Ahhh! You people!
(Telephone is slammed down, leaving both parties frustrated and annoyed at the other.)
Let's try that again
Now let's try this same conversation again, utilizing some professional conversation techniques:
SM: Hello, this is Sally, Scheduling Manager.
F/A: Hello, this is Joan Smith. I'm a flight attendant based at JFK.
SM: Yes?
F/A: Would you please pull up my open trade requests. I'm having a specific problem regarding Open Flying that requires your attention. My file number is 123456.
(Pause while info is retrieved.)
SM: Yes ma'am, what can I do for you?
F/A: As you can see from my trade listings, my three requested trades with Open Flying were not processed during your 10:00 a.m. trade run.
SM: We've already processed the trades, if you had yours in by 10:00 a.m., it would have been processed.
F/A: That's untrue. These trades were added at 9:24 a.m. This is a recurring problem that has happened four times in the previous two months, always with the 10:00 a.m. trades. Please check it again.
(Another pause--click, clack, type, typing on the keyboard)
SM: Hmmm...you're right. Your trade wasn't processed.
(At this point in the conversation, the best technique would be silence on the part of the F/A. This conveys an expectation for the Scheduling Manager to take some sort of action)
(After a long, possibly uncomfortable pause.)
SM: We cannot run the trades through again, ma'am.
(This statement is a technique that attempts to reestablish conversation dominance through restating the obvious and reaffirming one's power. In this case, the power to run or not run trades)
F/A: (Give a small, good-natured chuckle. This will effectively deflate the above mentioned technique) Of course you can't, that's unrealistic. What we need to do Sally is find out why this specific problem continues to occur to trades on file before your 10:00 a.m. trip run.
SM: Uh huh.
F/A: Obviously this may take some time. What do you recommend doing?
(Conversation is now back in the F/A's corner, as the point of action is again handed back to the Scheduling Manager)
SM: Well, I'll have to let OPBSK know, as well as the computer specialist in this department.
F/A: I would also recommend briefing your schedulers to make them aware of the problem. I'll do my part to let other flight attendants know you're working on this. This may reduce duplicate phone calls reporting the same issue. When can I expect to hear back from you?
SM: Give me a week and I'll let you know what happens.
F/A: Okay Sally, I appreciate your help. Thanks for your time and effort and I'll talk to you in about a week.
In this example, several things were accomplished:
- The Open Flying trade problem was brought to the Scheduling Manager's attention.
- A plan of action was made with a tentative deadline set for follow-up.
- The Flight Attendant was clear and concise from A to Z, and even lead the conversation toward the end.
Obviously, this example is both general and generic--and a bit silly. People are not going to react the same way every time. But it illustrates some basic professional conversation principles.
Remember this folks: what is being said is not as important as how it is said. In the 2nd example, the Flight Attendant did her homework and was ready with specifics; dates, times, processing information, etc... This made her more credible in the eyes of the Scheduling Manager, as well as conveyed a sense of 'THIS IS IMPORTANT SO LISTEN UP' authority.
In speaking on the telephone remember to:
- Do your homework -- know what you are talking about.
- Voice Volume -- clear, not mumbling
- Voice Pitch -- lower pitch than normal
- Speed -- slower than normal, more precise.
- Style -- direct, simple, and respectful yet expecting professionalism
- Take NOTES. Get NAMES. Record TIMES.
Try and practice these techniques in other areas of your life. You find they do wonders when dealing with credit card companies, store clerks, real estate brokers, hotel clerks, etc...
The key here is professionalism. Use it and expect it.
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