https://www.ereceptionist.co.uk/blog/phone-calls-improve-customer-satisfaction
A famous and regularly cited scientific study carried out in 1967 discovered that people’s tone of voice is actually a lot more important than the actual words they say when it comes to verbal communication.
Surprisingly, this study found that a person’s body language accounts for more than half (55%) of the actual meaning in a conversation, with tone of voice making up over a third (38%). As it turns out, the actual words we speak don’t make up much of the total communication – only 7% in fact. This is where the old saying, “It’s not what you say, but the way you say it” comes from.
A famous and regularly cited scientific study carried out in 1967 discovered that people’s tone of voice is actually a lot more important than the actual words they say when it comes to verbal communication.
Surprisingly, this study found that a person’s body language accounts for more than half (55%) of the actual meaning in a conversation, with tone of voice making up over a third (38%). As it turns out, the actual words we speak don’t make up much of the total communication – only 7% in fact. This is where the old saying, “It’s not what you say, but the way you say it” comes from.
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