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Friday, May 11, 2007
 Susan Berkley's
VOICE-COACH
WEEKLY NEWSLETTER
"Your Source for Success in Public Speaking"
Friday, May 11, 2007 |
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PHONE RAGE
Are you a Victim or an Unwitting Perpetrator?
Is it just me, or have you noticed an epidemic of telephone rudeness lately?
At best, the voice can be used as an instrument of persuasion, motivation, even seduction. At worst, it can be used as a weapon.
Consider these shocking yet true examples of sheer rudeness:
- Carla called a company inquiring about a product and was told it was out of stock. She asked how long it would be on back order and was told by an indignant rep "How should I know? It's out of stock. What part of "out-of-stock" don't you understand?"
- Fred had some questions about a part he was trying to order. He went to the company's website but couldn't find tech support. He gave them a call. The person who answered the phone said: "To find support you type 'forward slash' support. Are you dumb, stupid or what?"
- My assistant hung up on a particularly insistent telemarketer. He called her back and said: "Are you the decision maker or just some rude #$$ who works there?"
If you are a victim of phone rage, the answer is simple. Don't put up with it. Make a complaint to the head of the company and take your business elsewhere. But what if you (or someone on your team) are the perpetrator?
I know. You'd never be deliberately rude. But the scary thing is, when you're under stress or in a bad mood your tone of voice will tend to automatically mirror your emotions. And because it's hard to hear ourselves as others hear us you'll probably have no idea that you are coming across as less than your normally pleasant professional self until you get a complaint. And it doesn't take much. Sometimes even a mild tone of condescension will be enough to send a sensitive customer elsewhere.
Feeling stressed? You'll probably sound snippy or annoyed. In a hurry? Your customers might get the idea that you are trying to brush them off. Depressed? Your lack of enthusiasm and low vocal energy is a definite turn-off. Just had a fight? The anger you feel will be hard to conceal.
Here's how to rage-proof your voice:
1. PAUSE FOR REFLECTION
Often the things that irritate us most in others are the things we can't stand to see in ourselves. A dose of humility is a powerful cure.
2. MIRROR MIRROR
Keep a mirror by the phone and glance at yourself before picking up the receiver. If the expression on your face is less than pleasant, that's what your caller will hear. Smile before you dial or say hello, even if you don't feel like it.
3. TAPE YOURSELF
The way you sound on tape is how you sound to others. Keep a cassette player on your desk and monitor your phone calls, especially during times of stress.
4. WATCH YOUR BODY LANGUAGE
Keep it relaxed. Your voice is easily affected by physical tension. Try standing if your energy is low, or sitting comfortably if you need to chill out.
5. BREATHE DEEPLY TO CLEAR YOUR HEAD
For breathing exercises see chapter 2 of my book "Speak To Influence" available online at www.greatvoice.com
6. IF YOU ARE REALLY UPSET QUARANTINE YOURSELF
It takes 7 positive impressions to undo a negative one. Don't risk it. Let voice mail or someone else take over until you've had a chance to compose yourself.
7. STAND FOR SELF CONTROL
I believe that venting rage, anger or irritation in the work place is never acceptable, despite what we see in the movies. If it persists it is clearly a sign of mental imbalance and must be treated accordingly. If you supervise others, monitor carefully and make it clear that such behavior will not be tolerated. | |
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GOT A PET PEEVE?
Thanks to our Voice Coach Subscriber, Bill Garret who writes:
"Why would anyone have mints or gum in their mouth during a presentation? It doesn't matter if you speak for only 10 seconds at a time between slides or video...it's disturbing!"
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FOOD FOR THOUGHT
"At Microsoft there are lots of brilliant ideas but the image is that they all come from the top - I'm afraid that's not quite right."
-Bill Gates |
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Magnetic Speaking Power
"Persuasive Speaking Secrets of the World's Most Confident and Successful People"
Discover how you can eliminate speech fright, improve your speaking voice and become a more confident speaker, practically overnight!
Your voice has a profound impact on how successfully you influence and persuade others. It determines how seriously you are taken, how respected you are, the results you get with clients, co-workers or vendors in business, and in your personal life.
In fact, consider that whenever you present your opportunity or make an important phone call, even though you've honed your message to perfection, the quality of your voice (pitch, tone, inflection) counts for a whopping 84% of the message. Your voice has amazing powers to attract and also to repel.
Learn the secrets to finding your million dollar voice.
Give us a call at 1-800-333-8108 for more information on products and programs right for you! | |
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"The Secret" to Speaking Success...
Recognize this guy with Susan? It's David Schirmer, one of the success experts featured in "The Secret". They were attending the recent "Money Making Super Conference" in Chicago, with their marketing gurus Bill Glazer and Dan Kennedy. Both Susan and David are members of the Glazer-Kennedy Inner Circle. To become a member and test drive 3 months of Dan Kennedy's "No BS Newsletter" for FREE, go to:
www.dk3monthspecial.com/most_incredible_gift/index.php
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Susan Berkley
The Great Voice Company
1-800-333-8108 |
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