Just the facts. It shows you how there’s both verbal and nonverbal meaning in all our words. Multiple people can say the same sentence, and their different tones of voice will convey different psychological information. With better understanding of how to control your voice, you can alter the volume, tone and pitch of your voice to have more effective communication. 5 Ways to Improve Tone of Voice in Customer Service Set a positive tone . If you can master the tonality of your voice when you speak to someone, you can communicate with them on covert levels so that you can install hidden messages in their minds without them knowing. The nonverbal part is harder to control, so it’s also more genuine. Identification. Conference: INTERSPEECH 2010, 11th Annual Conference of the International Speech Communication Association, Makuhari, Chiba, Japan, September 26-30, 2010 As a rule, voice tonality has two versions that you need to master: Command Tonality and Question Tonality. Voice tonality will either repel others or engage them, but most are not aware of what their voice is really saying to others. Rate – The speed at which you say words; Volume – The loudness or softness of your voice; Inflections – Change in pitch or tone; Timbre- Quality of a musical sound or voice as distinct from its pitch and intensity. According to research: “28 percent of call center voices sound strained, tired, and lack tonality. Tonality is the organization of pitches, both simultaneously and across time, so that certain pitches and chords are heard as attracted, in varying degrees, to other pitches and chords. It may sound simple, but it makes a huge difference in the way that what you say comes across to the other person. Tonality is the way that your voice sounds when you’re saying something. (The rest is body language.) Tonality in marketing is what advertisement of the brand or product communicates to potential buyers or returning customers, the feelings it may provoke or the perception it produces. ... By using the communication techniques they’ve previously learned in their training programs, an agent will be able to manage the situation in the right way. There is nothing flowery in this data/information-based kind of communication, where only facts are stated without context. In fact, studies show that 38% of communication comes down to tonality, and just 7% to the actual words you say. Your tonality is made up of the following components: Pitch – The highness and lowness of your voice.
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