From time to time, we all experience feelings of anger and irritation. And we all have days when we feel tired and out of sorts. But when you're on the phone speaking to customers and colleagues, the last thing you want is for anyone to hear the irritation in your voice. Your clients might even misinterpret the stress in your voice as rudeness and take their business elsewhere!
According to Susan Berkley a professional speaker and international communications expert, no matter how carefully you choose your words, your voice tonality reveals your true emotions. You can probably tell how your friends and family are doing merely by the way they say "hello". Your clients and prospects can tell the same about you.
Why Smile on the phone?
o Research indicates that over the phone, your tone of voice is 84% of the message.
o Your tone of voice is closely linked to your facial expression. A frown on your face will make your voice sound harsh and cold. But a smile will warm up your voice, making it sound warm, inviting and enthusiastic.
o When you're smiling, people can tell that you enjoy the work you do.
To help you put a smile on that face here are some tips on smiling
- Be yourself and remember the telephone is the theatre of the mind, and you are the set designer. So create a set that works for you.
- Keep a funny picture near your phone so you remember to smile.
- Keep a beautiful picture of a child by the phone - any child will do. If it's your own child, all the better. Ask yourself how long this child would stay upset about the thing that is troubling you. Tune into their joy, their spontaneity, their happiness.
- When you answer that next call, always look in the mirror - it will ensure that you smile for the customer. People can tell when you are smiling on the phone.
A smile is one of the most powerful tools you have to create rapport with your listeners, even when they can’t see you! Smile while you speak. Smile while you dial. Smile even if you don’t feel like it and unlock the hidden power of your voice.
About The Star SMILE Fund
The Star SMILE Fund is an initiative aimed at ensuring the physical and spiritual welfare of children and encourages children to grow into adults fully responsible to their communities. If you would like to donate your smile and help raise funds for The Star Smile Fund visit www.hp.co.za/smile
About HP