So, how do you come across over the phone? Make a tape recording of yourself while on the telephone and evaluate the following attributes:
Pitch
Is your voice too shrill or strained? Do you speak in a monotone? In normal speech, pitch varies. These variations are known as inflection. The more inflection you use, the more interesting your tone of voice is. Keep in mind that when you are under emotional stress, the pitch of your voice will tend to rise and become shrill or strained. The pitch of your voice is an index of confidence and poise.Volume
Check the volume or loudness of your voice. You might want to get a friend to help you with this. Is it too soft or too loud? Often when people are tired or upset their voices tend to fade, and the message they are trying to convey will be lost. Be sure to speak loudly enough to be heard, but not so loud that it is offensive to the person at the other end.Rate
If you speak too slowly you will likely lose the attention of the listener. Conversely, your listener won't be able to follow you if you speak too rapidly. In either case, your message won't get through. There are also regional differences in speed of speaking. It is important that you match your speed to that commonly used by the person you are calling.Quality
The quality of your voice is its most distinctive and individual characteristic. This is where the essence of warmth, understanding, and likability come into play. Smiling as you speak enhances your vocal quality. Being angry, upset or in a hurry negatively affects your vocal quality.Articulation
The price of poor articulation is high, particularly in business. You must enunciate or pronounce your words very clearly or your listeners will misunderstand you. Faulty articulation and incorrect word pronunciation give your listener the impression that you are sloppy, careless, and uneducated.
