Tone matters.
Regardless of what you are trying to get across with your words, your tone will establish a basis for your conversation. It does not matter if you feel positive – if you are using a negative tone, it will make it hard for individuals to receive the message in a positive manner. Without welcoming expression and body language, communication can be easily misinterpreted. Additionally, contradicting your tone and words can be very confusing and frustrating in your interaction – not only with your clients, but with any person receiving your words.
Online communication is becoming more relevant for companies especially using online help tools. Expression is especially important if communication is being done over the internet. Since there is no tone to hear, your words can be offset by grammar marks that contradict the words that you use. Often miscommunication through the internet or text is done by all capitalization, improper grammar or underuse/overuse of punctuation. Because the person cannot see you face-to-face, understanding your tone becomes a challenge.
Be self-aware and pay attention to your tone and expressions when using either vocal or written communication. Do your best to ensure that your tone coincides with the message you are trying to share. Improper communication can lead to unnecessary troubles – both professionally and personally. Proper communication is the key to proper customer service, regardless of whether your “customer” is your client, guest, friend or a stranger on the street. Let your tone to speak for itself.
Please feel free to share your thoughts! I’d love to “hear” them.
