Do you remember the Swiss trucks driving around that say “You can’t say ‘Swiss’ without a smile?” This is because of the way our facial muscles move to form the “s” sibilance.
In an effort to cope with phone calls, a weakness of mine, I have developed a bit of a strategy based upon my (unscientific) testing and trial. Not only do I have a mental script that I adhere to, but I have found that I always get a varied, yet great, reaction out of folks when my answer to “How are you?” is “Fabulous!“
The answer is unexpected; therefore, it is disarming. This causes the other party to relax a bit (it breaks the ice), state how they are doing, and ask if I really am really fabulous. I am then able to proceed with the call in friendly manner, having already established a rapport.
Office Manager Tip: When answering "How are you?" say "Fabulous!" You can't say it without smiling, thus raising the pitch of your voice.
— Riggins Construction (@RigginsConst) August 30, 2010
You may wonder why this tip is even remotely relevant. Consider the following quote from Christine Knott’s article “How to use vocal pitch and pace on the phone” (2/25/09):
Put into percentage terms it equates to 7 per cent words, 38 per cent vocal characteristics, and 55 per cent body language. This means that over half the message is transferred by our body actions and facial expressions, which are viewed in order to receive the content of the message.
When the transmission of our message relies solely on our voice, as in a phone call, there is a maximum of 45% communication resources available–less than half.
How well we communicate is determined not by how well we say things, but how well we are understood.~ Andrew Grove
“The problem with communication … is the illusion that it has been accomplished. ” ~ George Bernard Shaw
You can see how the full utilization of vocal pitch, pace, and inflection would make a difference in the effectiveness of our message’s transmission. All of the visual cues from facial expressions and other body language are unavailable; this is a huge loss.
Moreover, the study “Facial Expression and Vocal Pitch Height: Evidence of an Intermodal Association” by David Huron, et al. July 8, 2009, stated that their “results [were] consistent with prior research showing that vocal pitch height is used to signal aggression (low pitch) or appeasement (high pitch).”
Like any habit or skill, it takes practice. You may feel self-conscious at first, but I bet you will find a more positive reaction on the other side of the line. Remember, they cannot see your face. If you sound annoyed, they will react accordingly. Start the conversation off on the right foot and you will be amazed.
It’s strange how the inflection of a simple one-word response can change the entire course of a conversation.
- Do you agree or disagree with the premise?
- What are your tips?
- More Office Manager Tips
"Kama unavyojua, gari la Swiss ni la kawaida, lakini kwa sababu ya ""Swiss"" (Swiss) na ""Swiss"" (Swiss) ni ya kawaida, kwa sababu ya jinsi misuli ya uso wetu inavyofanya kazi ili kuunda sibilance ya ""s.""" Kwa sababu ya kuepuka simu, nimeanzisha mbinu ya kujaribu. Si tu kwamba nina script ya akili ambayo mimi kufuata, lakini nimeona kwamba mimi daima kupata tofauti, lakini kubwa, athari nje ya watu wakati jibu langu kwa <unk>How are you?<unk> ni <unk>Fabulous!<unk> Jibu ni kutarajiwa; kwa hiyo, ni disarming. Hii husababisha upande mwingine kupumzika kidogo (inavunja barafu), sema jinsi wanavyofanya, na uulize ikiwa mimi ni kweli kweli. Kisha ninaweza kuendelea na wito huo kwa njia ya kirafiki, baada ya kuanzisha uhusiano. "Msimamizi wa Ofisi: ""Kama unajibu ""Unaendeleaje?""" sema "Ni ya ajabu!" Huwezi kusema bila kutabasamu, na hivyo kuongeza sauti yako. Riggins Construction (@RigginsConst) Agosti 30, 2010 Unaweza kujiuliza kwa nini ncha hii ni hata mbali muhimu. "Kama ilivyoelezwa katika makala ya Christine Knott ""Jinsi ya kutumia sauti na mwendo kwenye simu"" (February 25, 2009), ""Kutumia sauti kwa asilimia inalingana na asilimia 7 ya maneno, asilimia 38 ya sauti, na asilimia 55 ya lugha ya mwili.""" Zaidi ya nusu ya ujumbe hupitishwa na matendo ya mwili na hisia za uso, ambazo hutumiwa kupokea ujumbe. Wakati wa uhamisho wa ujumbe wetu hutegemea tu sauti yetu, kama ilivyo katika simu, kuna kiwango cha juu cha rasilimali za mawasiliano 45% zinazopatikana - chini ya nusu. """Uwezo wetu wa kuwasiliana hauamuliwi na jinsi tunavyosema, bali ni jinsi tunavyoeleweka."" - Andrew Grove, Mtaalamu wa Mawasiliano, Mtaalamu wa Mawasiliano, Mtaalamu wa Mawasiliano" <unk> ~ George Bernard Shaw Unaweza kuona jinsi matumizi kamili ya sauti pitch, kasi, na inflection ingekuwa na tofauti katika ufanisi wa ujumbe wetu <unk> uhamisho. Ishara zote za kuona kutoka kwa usemi wa uso na lugha nyingine ya mwili hazipatikani; hii ni hasara kubwa. Zaidi ya hayo, utafiti <unk>Facial Expression and Vocal Pitch Height: Evidence of an Intermodal Association<unk> na David Huron, et al. "Kama matokeo ya utafiti wa hivi karibuni, "" matokeo ya utafiti huo yanaonyesha kwamba urefu wa sauti hutumiwa kuashiria unyanyasaji (kiwango cha chini) au utulivu (kiwango cha juu) "" na "" kama tabia yoyote au ujuzi, inachukua mazoezi. """ Huenda ukawa na wasiwasi mwanzoni, lakini nina hakika kwamba utapata majibu mazuri zaidi upande ule mwingine wa simu. Kumbuka, hawawezi kuona uso wako. Ikiwa unaonekana kuwa umekasirika, watageuka kulingana na hilo. Anza mazungumzo yako kwa mguu wa kulia na utafurahi. Ni ajabu jinsi mwelekeo wa jibu rahisi la neno moja unavyoweza kubadilisha mwendo mzima wa mazungumzo. - Je, unakubaliana au hukubaliani na nadharia hiyo? - Ni nini vidokezo vyako? - Zaidi Ofisi Meneja Tips