An Important Study
Have you heard of Dr. Albert Mehrabian the psychology professor at UCLA?
He did some very impressive work on how we communicate with others.
He breaks down the messages we send in the following percentages:
Your words only play a small role in this process.
The words can be the same, but the tonality is what shapes the message.
55%: Body Language
When you align your physiology with your words and your tone you are communicating a powerful message to your customers.
You can even use your physical body to help change your tonality when you are on the phone!
For example if you have a tendency to end your sentences with an upward tone, driving your hand downward in a chopping motion will help you bring the tone back down so you sound more confident.
That downswing in tonality creates trust and authority.