It is estimated that in person-to-person interactions, body language, tone, and words account for 55%, 38%, and 7% of communication, respectively. In a phone call, where body language cannot be seen, tone accounts for a very large percentage of communication. That percentage could be as high as 86%. Aaron Keyes from L J Ross Associates and Mike Gibb discuss the best tone of voice to use when speaking with consumers.
Training Bytes – Episode 94
