You know how it is: You hear the person’s voice and somehow you sense that you’ve said something that wasn’t well received. The moment you think this might be the case, ask the person:

“Mr/Ms Prospect, have I said something to upset or offend you?”
Await their answer, tell them you sense some pressure and that if this is the case, it’s probably your fault and you’re sorry.
The person may be taken aback and you may be given the opportunity to continue speaking with them.

Use the same approach when you sense someone is in a hurry or is distracted (remember you need their undivided attention to hold a productive conversation)
“Mr/Ms Prospect, I get the sense you’re in a hurry / have other things taking precedent over this call, would it make sense to call you again at a specific time later?” Fix the time to call back and move on.

In essence, this is like checking someone’s pulse to see that it hasn’t risen too sharply or fallen dramatically. It’s not an easy thing to practice, but it can be effective in keeping dialogue going in a very human way.
It shows the person you’re calling that their comfort on the phone with you is important and that you value their responses as well as the impact and quality of your own communication.

If you sense that the person you’re calling isn’t comfortable with something, bring up the subject with them. It shows you’re truly listening to what’s going on at their side of the line.

If you struggle with sharing your observations about the call with the person you’re talking to, remember to call me on +44 208 133 0702 or email shaun@phoneforbusiness.com