10 types of people you meet on a phone call (and how to survive them)

If the headline sounds vaguely familiar, you might be remembering Mitch Albom’s beloved novel, “The Five People You Meet In Heaven.” The book was a bestseller back in 2003, when the pace of life was slower and people actually had time to read for pleasure.

However, when it comes to business phone etiquette, even Albom might have difficulty crafting a story that makes some types of people on the phone sound more pleasant. This is our mission today: to help you survive certain people and conversations that leave something to be desired.

10 types of people you might meet on the phone

1. The Oversharer. This over talker never met a stranger—or a pause. They’ll dominate any conversation, sharing stories and details without prompting. TMI isn’t in their vocabulary. You ask how their day was, and soon you know all about their recent surgery, their dog’s behavior issues, and what they’re cooking for dinner next Tuesday. We do have business to conduct, you might attempt to say. But you can’t get a word in except to mumble “Mm-hm.”
2. The Mumbler. Speaking of mumbling, The Mumbler might be more frustrating than the Oversharer. Their voice is the audio equivalent of underwater jazz. You spend the whole call wondering if you’ve agreed to join a cult or buy a timeshare. If it’s your boss and you’ve been handed a new assignment, good luck. The deets are all on you.
3. The Echo Chamber. It’s one thing to hear an echo if there’s reverb on your video call. It’s even more frustrating when people on the phone repeat everything you say in a different way. Each sentence comes back to you like your own personal haunting. Does this person not have a single original thought? It sounds more like a remix than a conversation.
4. The Corporate Kiss-up. This person speaks corporate jargon with a passion, which they mistakenly think makes them sound mission critical. Their only goal is to move the needle through deep dives and thinking outside the box. Getting everyone’s ducks in a row to create traction is definitely in their wheelhouse. Being a regular, more mundane type of communicator? They have no bandwidth for that.
5. The Multitasker. You can hear clanking dishes, wind from their headset on a walk, and at some point you’re 90 percent sure they muted you to talk to their kid. The Multitasker is disruptive to any business call due to their lack of focus on the conversation. Their catchphrase is, “Sorry, I’m just finishing up a few things while we talk…”. In the era where checking Instagram, adding items to a grocery list, and messaging a friend at the same time during a red light is considered normal, is it any wonder someone is this much of a multitasker on a phone call?
6. The Talk Show Host. Like the Oversharer, this person never stops talking, barely breathes, and treats every pause like dead air. If you hang up, they might not notice for five minutes because of their one-sided conversation. They have a broadcaster’s personality and could go on a marathon tangent, convincing you to check out the next best wellness retreat or try the latest AI technology that’s going to break the internet.
7. The Monosyllabic Mysterious One. They answer the phone, say, “Hello?” and then… nothing. Are they still there? Did they drive into a tunnel? Every question is answered with “Sure.” “Cool.” “Fine.” Of course, they might describe themselves as a “good listener”—but they may secretly be a chatbot from 2004.
8. The Inquisitor. The flip side of the Monosyllabic Mystery is the overly enthusiastic Inquisitor, who’s way too excited for an 8 a.m. conference call. They ask numerous questions, seek detailed information and clarification on every topic, and speak in exclamations. They may or may not be powered by caffeine and pure sunshine. Their catchphrase is “LOVE that! Let’s do it!” Rainbows and kittens are optional.
9. The Soap Star. Every call is an Oscar-worthy performance. Strong feelings are their stock in trade, but unlike the Talk Show Host, they’re not hawking a perspective, but simply “expressing themselves,” emoting for all they’re worth like the TV actor they’ve aspired to be. From excitement to frustration, the Soap Star affects the dynamics of the conversation, so it’s vital to adapt your communication style accordingly. Give this participant a statuette already—their histrionics have earned it.
10. The Joker. Business phone calls don’t need to be so serious, do they? The Joker seeks to lighten the atmosphere. They keep the tone informal, continuously sharing anecdotes and jokes to help everyone have a jolly good time on the call. You may conclude the phone call and realize you never actually covered the reason for it in the first place. But hey, it was fun!

Meeting people on the phone where they are

Each of these phone call archetypes can make business calls a challenge. That’s why tips for workplace communication are invaluable.

Some of the keys to managing phone personalities, whether you have a near-silent responder or one who won’t let you get a word in edgewise, include:

• Staying calm. It’s easy to get riled up by some of these communication styles, especially if you have an aggressive communicator who seems to add awkwardness to the room, or an over talker who doesn’t give anyone else a chance to participate. Maintaining your own composure can help others get centered as well.
• Listening empathetically. Reflecting their words back (not like an echo, but to indicate understanding) is also calming, as is saying phrases such as, “I understand this is challenging for you.”
• Setting boundaries. Saying something like, “I really appreciate what you’re sharing, but we only have half an hour to cover a lot of material, so let’s focus in now,” is a good way to let the Joker, Talk Show Host, Multitasker, Oversharer and others know they need to get with the program, pronto.

The world is filled with many types of communicators. Many of them could benefit from Ooma Office, which would give them something more useful to discuss than jokes or jargon. Ooma Office has three service plans to suit a variety of business needs. Select the one that best fits your business, and know your communication is about to improve exponentially—no matter who you meet on the next call.