It doesn’t matter what you do in this modern world, you have to know how to use words. If you want to inspire your employees, negotiations, interviews or even inviting your friends for dinner, words are the key. Nowadays, face-to-face meetings are no longer normal, therefore, relationship building happens remotely, and this makes our style of speaking is even more important. Especially when selling over the phone, as you don’t have the benefit of body language to help you construct a convincing sales pitch. In reality, when speaking over the phone almost your entire message is communicated via your tone and inflection.

The classic and still widely-accepted rule about effective communication was developed by Professor Albert Mehrabian. He found the percentages relating to relative impact of words, tone of voice, and body language when speaking. Just 7% of meaning is gained from the actual words that are spoken. 38% of meaning is derived from the way the words are spoken and 55% of meaning comes from facial expression. And Robert Alberti , an expert in assertiveness and with over 40 years experience of teaching, consulting, writing about, and researching healthy elements of assertive expression, said ”I’ve learned that it’s really not so much what you say as how you say it.”

I think that if I tell you that “you really look great today,” and say it while making eye contact and smiling and speaking in a friendly tone, you’ll likely take it as a compliment. If I say the same words while rolling my eyes, shaking my head, scowling, and speaking with derisive inflections, you’ll know I’m being sarcastic and critical. Contact me via e-mail for workshops and communication guidance.