What are you really communicating to your prospects and customers? And what are they communicating back to you? It’s not as simple as you might think …
If you have ever been on a webinar or a training session with me, you may have heard me say: “What you say, matters.” I must now amend that statement to: “What you say, matters. How you say it, matters more.”
Dr. Albert Mehrabian, the author of Silent Messages, conducted several studies on nonverbal communication and found that only 7 percent of any message is conveyed through actual words. The rest of the communication, or 93 percent, is a combination of vocal elements and nonverbal elements such as facial expressions, gestures, posture, etc.
Today there seems to be some disagreement among experts as to exactly what percentage really is nonverbal. The bottom line is, whatever the real statistic, a significant portion of communication with other human beings is nonverbal.
Most human beings are quite adept at reading and interpreting nonverbal communication. If there is dissonance between your words and your nonverbal cues, look out!
What this means for someone that is communicating over the phone, whether with prospects or existing customers, is that a large portion of your communication will not be the words that you say, but rather how you say them. What you communicate is framed by your tone and delivery of those words.