CAREERS NOW 01-15-06

Gatekeepers: Romancing the Phone

DEAR JOYCE: Breaking through to speak to a hiring decision-maker is painfully difficult in these times of screening administrative assistants and infuriating voicemail.Tips? - O.M.B.

Start with a charm offensive on every gatekeeper you encounter. Nix confrontational behavior. Think of gatekeepers as human toggle switches that pass you on to your target or off to oblivion.

Try phone techniques worked out by legions of successful salespeople and recruiters.

NAME I.D. When you don't know who the hiring decision-maker is, start easy by just asking a receptionist: "I'm trying to locate your company's sales manger for Western Ohio. Who is that, please? "

But if the decision-maker's name is protected like a national security asset and you know the easily-found extension for the sales department (x. 123), call related extensions (121, 122, 124, 125) and say to anyone who answers, "Oh gee, I was trying to call the sales manager." An employee untrained in the use of gatekeeping scripts may tell you what you seek. Readiness alert: Be prepared with your elevator speech in case the sales manager answers one of your calls.

Breaking through digital walls is easier when you realize that gatekeeping scripts don't vary much - almost all require your name, company and purpose of call before the gatekeeper decides what to do with you.

IDEAL SCREEN BUSTER. The best tip is sailing in on the wings of a mutual acquaintance: "This is John Gill. Tim Pitman, a fellow professional of your boss, thinks your boss and I should talk." If coattail wings aren't available, throw a curve ball into the gatekeeper's script and take charge of the conversation. Here's how.

SCRIPT INTERRUPT. Sound confident. Use first names. You: "Good morning. To whom am I speaking?" Gatekeeper: "This is Lois." You: "Lois, good morning. This is John Gill calling for David."

Effect: You interrupted the script! The gatekeeper may assume you work in the company or are an approved vendor and pass you on.

If you suspect a first-name-only approach is too cheeky for the situation, modify: "Can I speak to David, (small pause) David Wintergate?" If the gatekeeper asks you to repeat who is calling, use the same formula: "John, (small pause), John Gill." The implication is that you know each other.

But what if the gatekeeper is super diligent and wants chapter-and-verse on your call's purpose?

"Lois, I appreciate why you're asking that question. You see, my call involves sensitivity and confidentiality. I believe that needs to start with David and we can move forward from there. Please connect me. Thank you." (Say "thank you" often.)

Sensitive? Confidential? Absolutely if you're employed and concerned that your current employer will get wind of your moves. Even if you're not employed, you may not want everyone to know your business.

Find a detailed description of interrupting the script pattern at erexchange.com; click on the articles tab, then in the search box, enter "Getting Around the Gatekeeper." The article's author is Michael Homula.

NEW GOOD BUDDY. Another strategy: By being friendly, sincere, warm and humorous, and asking for help, you may convert the gatekeeper to an ally.

When asked for your company connection; say "I'm calling as an individual today."

When asked why you're calling, research pays: "I understand that your boss has a mandate to cut costs. I've had serious experience with cost trimming, saving 10 percent and more. I think he'd get value in speaking with me for a few minutes. I need your help in arranging to speak to David." This allows the gatekeeper to present you as a solution to the hiring manager's problem, not as a pesky job hunter.

Ask your newfound mentor to name the best and worst times to call, how to pronounce the boss's name if it's unusual, and for the boss's e-mail address. You're building rapport.

Send the gatekeeper a note of appreciation, or perhaps a thanks e-mail card from a commercial service such as Blue Mountain.com.

VOICEMAIL TIPS. If you decide against leaving a message, be certain your telephone number is blocked from caller I.D; two dozen hang-ups make you look decidedly uncool.

PLAN AHEAD. Before leaving a job interview, ask if you can check back should you have further questions. When following up, your foresight allows you to immediately tell a gatekeeper that the boss is expecting your call. Open sesame!

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