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Take notes while talking to your boss. Stay calm. Practice active listening at all times. Answer briefly and to the point. Do verbal head nods throughout the conversation. Maintain a positive attitude throughout the call. Thank your boss for taking time to call you.
This helps you stay prepared in the event your boss gives you important information such as times, dates, addresses, or directions for a specific task. This also allows you to jot down any questions you might have for your boss in return. Consider keeping a notepad and pen on your desk or in the top drawer, where it will be readily accessible. Having a notepad nearby will allow you to take notes for both planned and unplanned phone calls. If you don't have a notepad available but you're sitting at your computer, you can open a blank note or word processing document and take notes using that. Be aware, however, that your boss will be able to hear any loud typing you do; you'll need to take extra care to demonstrate active listening, so that your boss will be less inclined to wonder if your keyboard clicks are truly related to the conversation. Take a few quiet, deep breaths, and take a sip of water if needed to help you stay calm. Symptoms of anxiety can be heard over the telephone, especially if you're breathing hard, or your voice sounds nervous and shaky. Staying calm also helps you feel and sound more confident and in control. If you know your boss is about to call, try taking a short walk beforehand to release nervous energy. Even a walk around your office or department can help. Just make sure you're back with plenty of time to spare for your boss's phone call. If you need to calm down immediately before or during the call, try some deep breathing. Inhale as quietly as possible through your nose over a span of four to five seconds; hold for another three seconds, then exhale quietly over another four to five. The increased oxygen should help release tension and clear your mind. Since your boss isn't speaking to you in person, it's important that you clearly understand everything he or she tells you over the phone. Don't be afraid to ask your boss to repeat and explain things you didn't hear or understand correctly the first time. In fact, it might be a good idea to ask for clarification or to confirm details periodically, even if you have a clear understanding of your boss's instructions. This might be as simple as summarizing the instructions in your own words before hanging up. By demonstrating active listening, you assure your boss that you were paying attention and present an overall professional demeanor. This conveys preparedness and allows your boss to get to the root of the call with few distractions. In most cases, your boss is busy, and likely just wants information pertaining to the reason he or she called. Unless your boss specifically asks for all the details, try to deliver exactly what your boss wants. Again, this doesn't mean you shouldn't ask for clarification as needed. Your boss is likely busy, but it is usually better to spend an extra 60 seconds now asking your question than forcing yourself or your boss to spend hours correcting your mistakes later on. If you have more questions than time allows, consider asking your boss if there's another co-worker or a set of written instructions you can refer to for additional clarification. Verbal head nods are statements such as "yes," "okay," "I understand," and "I see" -- all of which indicate you're listening actively to your boss. Of course, these verbal head nods should be placed appropriately within the conversation. Wait for a pause after an instruction or explanation before making this sort of remark. Having a positive, can-do attitude shows your boss that you're confident, competent, and not afraid of taking on challenges associated with work. For example, if your boss calls to talk about a problem, discuss possible resolutions you can implement. Even if your boss is critiquing your work or behavior, be as receptive as possible. Acknowledge the criticism by summarizing it in your own words, then discuss possible solutions to that point of critique. You can voice any honest concerns you have about going forward, but you should avoid making excuses for past mistakes or issues. When you have to raise concerns or explain past problems, make "I" statements instead of "you" statements. This prevents your boss from going on the defense, and responding with angry or negative statements. For example, if your boss calls to speak with you about a project you didn't finish on time, say "I ran into problems gathering resources" instead of "You didn't give me all the resources on time." Although your boss called you, and not the other way around, thanking your boss for calling you is a great way to express appreciation for his or her time. For example, say "I know you're having a busy day; thanks for taking time to call me." This is true in nearly any phone call with your boss, but it is especially important if your boss was calling to explain a project, express a concern, or critique your work. The goal is to demonstrate your eagerness to do a good job on the tasks given to you, and thanking your boss for his or her time acknowledges that your boss's call will make doing a good job more feasible.