The figures used in training for telephone communication are:

  • 18% words
  • 82% voice quality (elements included: tone, inflection, pitch, rate and volume)

(Palczynski, Ford Motor Company. Article.)

Your telephone body language and posture affects your tone and the words you use.

  • Body Language: 10-16%
  • Actual words: between 14% - 20%
  • Tonality: approximately 70%

(Rose Polchin, President, RPolchin Consulting and Training, Certified Associate, Incoming Calls Management Institute. This email address is being protected from spambots. You need JavaScript enabled to view it. This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Article.)

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