Upstairs or Downstairs?

Ambiguous Communication

This ‘ambiguous image’ illustrates how people interpret pictures differently and how our own perspective varies.

Everyone knows, “a picture tells a thousand words”. Images help us get our message out there.

The trouble is that our thoughts and ideas aren’t always reflected as they are intended. 

This is often the case in all forms of communication - verbal language included.

The result = misunderstanding + wasted staff hours & missed opportunities. NOT great business sense!!!  

Phone Communication Without the Confusion

Do callers always understand what we’re saying? 

Possibly not but there are ways in which verbal communication can be improved such as... 

TONE

As we are told in: How to Use Tone of Voice & Volume to Communicate with a Customer (study.com)

Tone of voice, inflection, volume & pace of speech are vital during phone conversations.

Why? Callers can’t see you, they often judge your attitude & even personality based on the way in which you speak.

Tone of voice actually communicates the character of your business

Tone Tips

• Friendly, sincere, and professional tones are paramount - they keep callers calm and engaged.
•  Phone scripts are great but come on, sound like a human, not a robot. Include tones of sincerity & empathy e.g. ‘Let me try and find what you’re looking for’.
• Casual & friendly  - remember to judge the situation! Casual tones can sound insulting to angry customers. On the other hand friendly is a great failsafe.
• Inflection - natural rise and falls in your voice reassure callers that you’re really listening. This technique also helps emphasise products & services.

VOLUME

As irate callers crank up the volume, calm the situation by lowering yours - it works a treat.

Finally - BE CONFIDENT!

Don’t Mumble 

"Mumbling comes across as insecurity, and people won't be drawn to you if they think you don't trust your own words,"  (Confident Booster (Bustle)

Pause & Think - take time to gather your thoughts & never rush this ‘...shows the listener that you're relaxed’ -  they’ll feel more at ease, too.’ 

Breathing - slow it down!

Campos (Bustle) says, "Slow down your breathing and the pace of your speech tends to follow suit.”

 Rapid speech  = lack of trust, anxiety, and stress in the listener."

Shut Up! Silence can speak louder than words - listen (really listen), it’s as crucial as speaking

LET’S TALK 

On a more specific note…. 

Let me help keep your phone lines clear for tiptop business communication. Numbers, support services or advice - don’t hesitate to call, I’m here to help.