You may be familiar with the so-called “7%-38%-55% rule”: that communication is comprised of 55% body language, 38% tone of voice, and 7% content of words.
On the phone, you don’t have visual “body language” — the largest component in most communications You must take both your surroundings and the surrounding of the person you’re calling into account. By visualizing what’s going on at the other end of the phone many times you can “imagine” the body language of the other party. You can hear what’s going on in the background if you’re “listening” for it.
On the phone, your tone and pitch are hypercritical. If you speak:
Too fast –you’ll sound nervous.
Too slow — bored (and boring). Your listener may tune you out.
Too high — that nervous thing again.
Too low — your confidence could appear limited.
Strive to keep your tone and pitch at normal levels. This means to speak at a moderate pace and in a normal tone of voice. This will help you to feel and communicate confidence.
- Be crisp and to the point.
- Keep your voice naturally animated
- Be sure enunciate your words
- Your vocabulary must be correct: we’re often judged by the words we use and the kind of grammar we speak
- Don’t ever use words you don’t know the meaning of. You’ll come across as strange and out of context.
- Likewise, use small words that are easy to pronounce
- Nobody ever complains because you made something easy to understand.