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%