Nugget #14 - Tone is significantly more important than what you say.

Studies over the years suggest communication is bucketed between nonverbal, vocal, and words only. The degree of importance is something like 55% nonverbal, 38% vocal, and 7% words only. That’s over 90% emphasis on HOW you’re sharing your message, not WHAT you’re saying.

You want to sound confident, calm, in control when you communicate with a customer. Ways to do this include:

— Have good posture. Don’t slouch. You automatically become more confident when your shoulders are up.

— Keep your chin up. Let your vocal cords stretch out. Project your voice. Don’t mumble.

—Say what you want to say. As Kevin Hart will say, “Say it with your chest!”

— Slow down. When you’re nervous you speak quickly. Focus on speaking just a bit slower than you’re comfortable with. This will probably be the right speed. No one will ever be mad at you for speaking too slow on a cold call - unless maybe if you’re calling in New York City. Those people are a different breed of communicator.