Using Voice Inflection
Using your voice as a tool to communicate.
Did you know that you can change the entire meaning of a word or sentence simply by using what’s called inflection. Inflection is a change in the pitch or tone of your voice at different times through-out the call.
When inflection is missing, your voice can sound very boring and tedious.
Change the Meaning of a Sentence using Inflection
You can change the entire meaning of a sentence simply by using voice inflection as a tool. You can use inflection when talking to customers to express surprise, become more subdued or assertive, make something sound like a secret, turn it into a question, become more excited, positive or enthusiastic. In other words, the same words can have different meanings with each tone of voice.
Example: The following sentence, “Ms. Bunting isn’t in the office today?” changes in feeling, meaning, and tone when you:
- Say it with a surprise in your voice
- Say it casually
- Make it sound like a secret
- Turn it into a question
- Sound confident
- Sound bored
- Sound angry
Changing the stress on the words using Inflection
Another way to improve your inflection is to be aware of how stressing certain words changes the feeling of what you’re saying. The following sentence, “What would you like us to do about the problem?” changes in feeling, meaning, and tone when you:
- Say it defensively (emphasizing the words “would you”). “What would you like us to do about the problem?”
- Say it with curiosity (emphasizing the words “like us”). “What would you like us to do about the problem?”