The ADD Resource Center addrc.org 07/22/2024
For individuals with ADHD, phone calls can be challenging due to difficulties with organization, focus, and working memory. This comprehensive guide offers strategies to help you prepare for and execute phone calls effectively, emphasizing both content and delivery. If you have the luxury, determine the time of day when you will be at your best and make the call at that time.
While this approach may seem extensive, research has shown that such structured preparation actually leads to more efficient calls. It typically results in shorter call durations, reduces the need for follow-up calls, minimizes misunderstandings, and puts you in command of the conversation.
1. Pre-call Preparation
Determine the Call’s Purpose
- Write down the main objective of the call in one clear sentence or in bullets.
- List any questions you need to ask, prioritizing them in order of importance
- Note any information you need to convey, including specific data or figures
Gather Necessary Information
- Collect relevant documents, account numbers, or reference materials
- Organize these materials in the order you’ll need them during the call
- Have a notepad and pen ready for taking notes, or prepare a digital note-taking app if you prefer
2. Create a Call Script
Outline Main Topics
- Break down the call into key points or sections
- Order these points logically, considering the natural flow of conversation
- Use bullet points for easy scanning during the call
Include Prompts for Important Details
- Write down specific phrases or questions to keep you on track
- If appropriate, use a highlighter
- Include spaces for answers or notes
- Add reminders for yourself about tone or pacing (e.g., “Pause here,” “Speak slowly”)
Craft Opening and Closing Statements
- To capture someone’s attention, use a compelling “headline” to demonstrate why the call deserves their focus. (They might not think the call is as important as you do.)
- Draft a closing statement that summarizes key points and next steps
3. Set Up the Environment
Choose a Quiet Space
- Find a location with minimal background noise
- Inform others around you that you’ll be on an important call
- If it’s a video call, ensure the area within the camera’s angle of view is appropriate and that you are dressed for the occasion
- Consider using noise-cancelling headphones if available
Minimize Distractions
- Turn off notifications on your devices
- Clear your desk of unnecessary items
- Ensure that children and pets are not allowed into the area
- Have a glass of water nearby
- Consider facing a blank wall to reduce visual distractions
4. Use Visual Aids
Post-it Notes(r)
- Write key points on colorful Post-it notes
- Arrange them in order of importance or chronology
- Use different colors for different types of information (e.g., yellow for questions, blue for data)
Whiteboard or Large Paper
- Create a visual map of the conversation
- Use different colors for different topics or types of information
- Include arrows or connectors to show relationships between ideas
Digital Aids
- If using a computer, consider having a simple mind map or outline open
- Use screen-sharing software for personal reference (not for the call itself)
5. Practice and Time Management
Rehearse the Call
- Practice going through your script out loud
- Time yourself to ensure you’re being concise
- Record yourself and listen back to identify areas for improvement
Set Reminders and Alarms
- Set an alarm for 5-10 minutes before the call to start final preparation
- Use a silent, and preferably analog, timer during the call to stay on track
- Schedule buffer time after the call for immediate follow-up tasks
6. During the Call
Stay Focused
- Keep your script and visual aids in view
- Check off items as you address them
- Use fidget tools or stress balls if they help you concentrate
Take Brief Notes
- Jot down key information or action items
- Obtain the name, extension, direct line, and best time for future calls.
- Don’t try to transcribe the entire conversation
- Use abbreviations or symbols for quick note-taking
7. Post-call Review
Summarize the Call
- Immediately after the call, write a brief summary
- Note any action items or follow-up tasks
- Reflect on what went well and what could be improved
Schedule Next Steps
- Add any follow-up tasks to your to-do list or calendar
- Set reminders for these tasks
- If necessary, schedule a follow-up call while the conversation is fresh in your mind
8. The Importance of Delivery: Form Over Function
Remember that how you say something is often as important as what you say. The person on the other end of the line is hearing your words and interpreting your tone, pace, and overall demeanor.
Tone of Voice
- Practice maintaining a calm and confident tone
- Be aware of your emotional state and how it might affect your voice
- Use a slightly lower pitch for authority and a slightly higher pitch for friendliness
Pacing
- Speak at a moderate pace, neither too fast nor too slow
- Insert deliberate pauses to emphasize important points
- Take breaths between sentences to avoid rushing
Clarity and Enunciation
- Practice clear enunciation of words, especially technical terms or names
- If you tend to speak quickly when nervous, consciously slow down
- Use short sentences and simple language to ensure clarity
- Try not to interrupt
Active Listening
- Use verbal cues like “I see” or “understood” to show you’re engaged
- Repeat key points for confirmation (e.g., “So, just to confirm, you’re saying…”)
- Ask clarifying questions when needed
Enthusiasm and Engagement
- Smile while speaking – it can be heard in your voice
- Use vocal variety to maintain interest and emphasize key points
- Show genuine interest through your tone and responsiveness
By paying attention to both the content of your message and how you deliver it, you’ll significantly improve the effectiveness of your phone calls. Practice these delivery techniques alongside your content preparation to present yourself confidently and professionally.
Hal Meyer and The ADD Resource Center offer specialized behavioral intervention and educational services for ADHD. They empower adolescents, adults, couples, and their loved ones to manage ADHD symptoms and reach their full potential. They have the expertise to provide personalized guidance and unwavering support on the journey to success.
Harold Robert Meyer /The ADD Resource Center – http://www.addrc.org/ -646/205.8080 05/23/2024