Comments on: Does body language really matter when talking on the telephone? http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Cooper http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm/comment-page-1#comment-30641 Cooper Sun, 06 Mar 2011 14:45:49 +0000 http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm#comment-30641 The Mehrabian, 7%/38%/55%, misquoted. Here is a more precise (and necessarily detailed) representation of Mehrabian's findings than is typically cited or applied: 7% of message pertaining to feelings and attitudes is in the words that are spoken. 38% of message pertaining to feelings and attitudes is paralinguistic (the way that the words are said). 55% of message pertaining to feelings and attitudes is in facial expression. Also of note, The research was only carried out on women. I understand this wasnt the purpose of the article, but just added this for additional information. The Mehrabian, 7%/38%/55%, misquoted.
Here is a more precise (and necessarily detailed) representation of Mehrabian’s findings than is typically cited or applied:

7% of message pertaining to feelings and attitudes is in the words that are spoken.
38% of message pertaining to feelings and attitudes is paralinguistic (the way that the words are said).
55% of message pertaining to feelings and attitudes is in facial expression.

Also of note, The research was only carried out on women.

I understand this wasnt the purpose of the article, but just added this for additional information.

]]> By: Drew http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm/comment-page-1#comment-29764 Drew Thu, 05 Aug 2010 16:03:12 +0000 http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm#comment-29764 I absolutely agree with everything you said, and you may be alread yaware of thi sbut making a stronger impact with the increased figures, but I believe the 55%BL, 38% Tone, 7%Words split is based on Face-to-Face communciation, whereas over the phone these factors switch to 7%BL 55%Tone 38%Words. However Body Language is still HUGELY undervalued in Telemarketing, and everything you say here should be paid very close attention to! I absolutely agree with everything you said, and you may be alread yaware of thi sbut making a stronger impact with the increased figures, but I believe the 55%BL, 38% Tone, 7%Words split is based on Face-to-Face communciation, whereas over the phone these factors switch to 7%BL 55%Tone 38%Words.

However Body Language is still HUGELY undervalued in Telemarketing, and everything you say here should be paid very close attention to!

]]> By: zizoo http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm/comment-page-1#comment-13417 zizoo Thu, 16 Apr 2009 16:50:38 +0000 http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm#comment-13417 I enjoy your artical which is full of evident features which can happen for any body. Your relevant arguments are significant for those working in telemarketing. Thnx Zizoo I enjoy your artical which is full of evident features which can happen for any body. Your relevant arguments are significant for those working in telemarketing. Thnx Zizoo

]]> By: Alan H http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm/comment-page-1#comment-5785 Alan H Thu, 04 Dec 2008 12:05:04 +0000 http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm#comment-5785 The company I work for have voice awareness classes and these can have a dramatic effect on how someone is percieved by a customer. Very good article and so true. The company I work for have voice awareness classes and these can have a dramatic effect on how someone is percieved by a customer.

Very good article and so true.

]]> By: julie garnett http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm/comment-page-1#comment-4597 julie garnett Thu, 30 Oct 2008 16:26:42 +0000 http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm#comment-4597 your articles are an exellent source for me as I am studying citp cipp and bus management and looking at an offer of part time training of call centre staff thank you regards Julie Garnett your articles are an exellent source for me as I am studying citp cipp and bus management and looking at an offer of part time training of call centre staff

thank you

regards

Julie Garnett

]]> By: Gavin http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm/comment-page-1#comment-3924 Gavin Sun, 12 Oct 2008 17:20:51 +0000 http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm#comment-3924 Very interesting article. I have always thought that many people just assume call-centre work is about your voice, and nothing else matters. When someone speaks to me in a bored monotone I can visualise them slumped in their chair, or staring blankly out of the window...they probably are! Very interesting article. I have always thought that many people just assume call-centre work is about your voice, and nothing else matters. When someone speaks to me in a bored monotone I can visualise them slumped in their chair, or staring blankly out of the window…they probably are!

]]> By: wahyudisw http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm/comment-page-1#comment-3923 wahyudisw Sun, 12 Oct 2008 16:16:18 +0000 http://www.callcentrehelper.com/does-body-language-really-matter-when-talking-on-the-telephone-1711.htm#comment-3923 I think body language in call center still needed due to that is impact to our voice when make conversation with customer..nice article I think body language in call center still needed due to that is impact to our voice when make conversation with customer..nice article

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