On March 14 we shared a Tip on how to read a customer’s body language, then how to use that reading to refine your response.
You can do the same thing with the other person’s tone of voice. Whether they’re Angry, Afraid/Anxious, or Sad, the emotions can be conveyed differently through the voice. And some of these emotions require you to respond differently.
Those that are angry typically have these characteristics of their tone of voice:
- Loud voice
- Emphasizing every syllable (particularly if loud)
- Emphasizing negative words
- Rapid speech
- Interrupting you
- Potentially high pitch.
Those that are afraid, anxious, or sad typically have these characteristics of their tone of voice:
- Series of pauses…um’s
- Talking in a monotone voice
- Wavering tone
- Breaks in the strength
- Potentially rapid speech
- Potentially high pitch.
Along with listening to the other person’s words, listen to their sounds. Pay attention to the detail. It will inform your approach – which is different for anger reduction as opposed to reducing anxiety. It will tell you whether to gain control of the conversation through questions, empathy, and apology (for anger) or whether to build credibility by conveying your experience in working through situations like theirs and creating comfort by clearly describing what needs to happen next to resolve the issue (for anxiety or sadness).
The customer’s “Tell” is the voice – not necessarily just the words. And how should you respond with your own voice in these emotional situations? Keep in mind:
- Lower and Slower – It’s hard for an irate person to continue to yell at someone speaking softly, and a slower pace reduces the energy in the conversation.
- Inflect for Interest – They want to feel like you care; convey caring by avoiding the monotone; instead, use periodic inflection when engaging.
- Key Word Emphasis – Highlight with your voice (with pauses or a slightly modified tone) those specific words that convey understanding, empathy, caring, and key next steps.
Always listen to the other person’s words, but also listen to the sounds they convey; the sounds often share the emotions that the words can hide.
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