LMS Flipbook Updated 2017

Five Factors of a Positive Voice Image

1. Tone: Your voice tone demonstrates and displays emotion; warmth or coldness, smoothness or roughness, harshness or gentleness, tension or relaxation. The very same sentence, said with a different tone of voice, can mean very different things. For example, if you say, “I can help you with that.” Your voice can imply warmth and helpfulness. Or your voice can communicate impatience. Being aware of the tone you use when words or sentences are spoken is invaluable to your success in building a positive rapport with the caller. Volume : Volume is the loudness or softness of your voice. Speaking with just the right volume is associated with self-assuredness and competence in our culture. Low volume suggests timidity and lacks authority. A loud voice is seen as angry and rude. Your primary goal is to adjust your voice volume to a moderate level so you are easily understood and received by your caller. Rate: Rate is the speed of your delivery; that is, how quickly or slowly you speak. There are CSRs who have a tendency to speak far too quickly. This can be a result of nervousness or impatience. Others, perhaps those who have not memorized their scripts or are unsure of what to say, will speak too slowly or put long pauses between words and phrases.. Callers can be uncomfortable if you speak too quickly and will not be fooled into thinking you possess enough knowledge to be of help if you speak too slowly. In general, remember that you can create interest in your message by varying the speed of your voice. Use a speed slightly faster than the average, yet slow enough for your caller to follow. Occasionally, slow your speech rate to highlight specific points or to clarify a caller’s question. 3. 4. Articulation: To be articulate is to speak words and phrases in a clear and concise manner. You may have a voice with a pleasant tone, with no problem adjusting the volume and a delivery that’s just the right speed but if you mumble or stumble over your words, your caller will not understand you. Quality: The quality of your voice is its most distinctive and individual characteristic. As long as your voice is easy to understand, warm in tone, moderate in volume and rate of your delivery is slightly faster than average, there is no need to change the condition of your voice. Return to Top 5. 2.

Made with FlippingBook - professional solution for displaying marketing and sales documents online