CHAPTER 46
The Phone Is Different, and the Same
When you remove body language and facial expressions from communication, you remove many of the signals we use to read other people. Communication over the phone leaves you and your customer with limited insight into how the person on the other end of the conversation is reacting. Is he in a defensive posture and getting more withdrawn as you talk? Is she rolling her eyes while you tell her how much you value her business? Is he reading his email instead of listening to you? The more physical cues we remove from our interactions, the easier it is to have misunderstandings. Fortunately, as we learned in Chapter 45, you can still tell a lot from tone of voice. Unfortunately, the situation gets much ...
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