How can you use positive body language to convey empathy and professionalism over the phone?

1 Smile and nod

Even though your callers can't see your face, they can hear your tone of voice and sense your mood. Smiling and nodding while you listen and speak can make you sound more friendly, attentive, and confident. It can also help you relax and enjoy the conversation. Try to smile and nod naturally, not too forcefully or too often, to avoid sounding fake or robotic.

2 Use gestures and posture

Your body language can also affect your voice and your attitude. Using gestures and posture that match your words and emotions can help you express yourself more clearly and convincingly. For example, you can use your hands to emphasize key points, lean forward to show interest, or sit up straight to project authority. Avoid crossing your arms, slouching, or fidgeting, as these can make you seem bored, defensive, or nervous.

3 Mirror your caller

Another way to use positive body language over the phone is to mirror your caller's style and pace. This means adapting your tone, volume, speed, and vocabulary to match theirs, without imitating or mocking them. Mirroring can help you create rapport, show respect, and avoid misunderstandings. For example, if your caller is calm and polite, you can speak in a similar manner. If they are angry or upset, you can acknowledge their feelings and use a soothing tone.

4 Maintain eye contact

Even though you can't see your caller's eyes, you can still maintain eye contact over the phone. This means focusing on the conversation and avoiding distractions, such as checking your email, browsing the web, or looking around the room. Maintaining eye contact can help you listen actively, show interest, and convey sincerity. It can also help you avoid interrupting, talking over, or missing important information from your caller.

5 Be aware of your voice

Your voice is a powerful tool to use positive body language over the phone, as it can convey your emotions, intentions, and personality. Be aware of how you use your pitch, tone, volume, speed, pause, and emphasis. Aim for a natural and comfortable pitch that suits your voice and your caller. Your tone should be friendly, respectful, and confident. Speak at a volume that is audible and appropriate for your caller and environment. Speak at a speed that is easy to follow, not rushed or dragged. Pay attention to the pauses between your words and sentences; they should be natural, not awkward or abrupt. Put stress on relevant words or phrases, not random or exaggerated ones. By paying attention to these aspects of your voice and other positive body language cues such as smile, gestures, posture, and eye contact, you can communicate more effectively with customers and build trust.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?