When speaking with someone in person, only 7% of meaning is communicated by the spoken word. 38% comes from tone-of-voice and 55% through body language. When communicating on the phone, 70% of meaning comes from tone and 30% from the words used. In a conversation with Mike Gibb, LaDonna Bohling shares her insights on the ideal tone of voice that collectors should use during calls with consumers.
Training Bytes – Episode 70
