Telephone: This is a very important skill. Believe it or not. Your ears can see. Every time you answer the phone, pretend that the person on the other end is your best friend that you have not seen in years. Keep your phone out of bed. Tell your boss and friends that you are in a poor cell phone reception area.

This skill affects people subconsciously. After a customer or employee calls you there is a feeling in the back of their mind that they do not realize is there. Only you can put a smiley face there. Basically how you were perceived. Friendly-helpful to confrontational-hostile. This translate to if that person will call back.

This is where you make a good first impression.

Helpful hint, Close your eyes, I listened the inflection in their voice, this will help you get a better idea of what they are trying to say or not say.

After note: taking my own advice, listening to the person on the other end of the phone, Talking softly and being polite, I could hear a change in their voice from "What do you want?" to "How can I help you?"