An SDR asked me the other day:
'How do I work on my tone?'
It's probably one of the most important parts of human communication. It's also one of the least discussed.
Words account for about 7% of effective communication. Tone is around 38%. (Dr. Albert Mehrabian, UCLA).
The other 55% is body language but we can disregard that over the phone.
Interesting to note:
- You can say the wrong thing in the right way and get away with it.
- But if you say the right thing in the wrong way you won't.
So let's work the question backwards.
What do we not want in our tone of voice?
- sounding overly enthusiastic and salesy
- sounding subservient
- sounding desperate
- sounding flat or monotone
- sounding scripted & robotic
- finishing sentences in an upward tone (implies a question and lack of confidence)
So how do we ensure our tone hits the right note?
To be clear - salespeople should never put on some awful fake 'business voice'. People see right through it.
The correct tone needs to come from a part of us that we tune into.
I'm of the belief we all have the resources inside of ourselves - we just need to find the appropriate tools for the relevant situation.
Your voice in the pub may not be the most professional.
If you're naturally hyper and high-pitched you may want to tone it down a little.
If monotone you need to work on varying your intonation.
So in having the right tone we need the following to be true:
- absolute self-confidence in order to command authority
- sounding human & natural so you're highly relatable
- complete clarity in why you're reaching out
- self assured enough to speak to senior management as an equal
- an understanding of the importance of varying your tone for richness of communication
- being at ease with any outcome of a call & not pinning all your hopes on a yes (otherwise known as not giving a sh*t...in a positive way)
Sometimes the odd fumble is useful as it makes you human. If you're 100% slick you may come across as a bit of a smartarse.
Don't forget pace as well.
There is a lot of power & authority in slowing down, pausing...and being comfortable in not filling the silence.
I used to think whoever fills the silence loses...
Anything else people think is important?