Strike The Right Tone

Strike The Right Tone

The three S’s for effectively presenting yourself in a virtual environment

BY MARY KAY SCULLY | CONTRIBUTING WRITER, NATIONAL MORTGAGE PROFESSIONAL

We’ve been firmly planted in a virtual environment for more than a year now and it can be hard to present well. According to a study on the relative importance of verbal and nonverbal messages in personal communication by Professor Albert Mehrabian of UCLA, when people are processing a conversation, between 38% and 83% of the interaction is defined by your tone – how you sounded. As much as 55% of what they take away from the conversation comes from what they saw in your environment, in your message or in your body language. That leaves as little as 7% of their takeaway that comes from the words you actually said.

Whether it’s in a video meeting, phone conversation or even in an email, it’s important to consider how you sounded, what you said, and what they saw.

THE FIRST ‘S”: “SOUND”

The tone of your conversation sets the tone for your relationship, so it’s important to keep a few things in mind. While it’s more difficult to read the room in a virtual setting, I like to think of it as being a parrot. Align with, or match, other people’s energy levels and patterns of speech. Share excitement if they’re excited or take your time and slow your speech pattern if they’re calmer or more subdued.

Some other key elements of perfecting your tone are as simple as using the customer’s name to show them that you care and value their unique situation.

Similarly, try what I call “putting a smile in your voice.” Especially on phone calls, the sound of your voice can say so much about you as a person. A customer can detect your mood or interest level just by the sound of your voice, so ensure you sound engaged and happy to work with them. Additionally, elevation in your volume to compensate for technical quality issues or background noise distractions may be perceived as anger or intolerance.

THE SECOND “S”: “SAID”

Another huge factor in keeping people engaged is what you said. Aside from accuracy, the biggest challenge with what you say will come from how people understand you or receive the information you’re presenting. Make sure you’re being clear so that your message is received how you intended.

Check for understanding by asking, “Does that make sense?,” or “Do you need me to explain this differently?”

Make sure whoever you’re engaging with has a very clear idea of the points you’re making and that they have ample opportunity to ask questions as well.

THE THIRD “S”: “SAW”

Last, but not least, let’s dive into what others see. After a year of Zoom calls, everyone should know that what they choose to show in that small box on the screen speaks volumes about them. Does your background or your desk say that you are trustworthy and organized, or does it say you are scattered and lack attention to detail? Remember that in many cases what they see is almost more important than what you say.

Next, think about how you’re carrying yourself. Don’t try to multitask, as this can take away from the meeting, and unintentionally signal to the other person that you’re disinterested in the conversation.

Even the information included in your email signature and how it looks can say a lot about you. You may want to consider using multiple email signatures categorized by what is relevant to the recipient. As a bonus this may reduce the amount of inquires that you receive based on information that could have been proactively shared.

When you share your screen in a meeting, keep in mind the tabs you have open as well as what your computer background is, as that image can also say a lot about you. A best practice is to close out all of your other windows prior to sharing your screen. You don’t want your emails popping up and it’s critical that none of your other clients’ personal information is visible.

Finally, what does your follow-up look like? After a meeting, make sure your follow-up message is thoughtful, organized and includes information that is pertinent to the conversation you had. Again, there is no “one size fits all” approach here. Tailor your message to the unique individual to show them that you’re invested in the relationship. Be sure to put some thought and effort into how you present yourself in order to keep colleagues and customers engaged and ultimately build trusting relationships.

Mary Kay Scully is the director of customer education at Genworth Mortgage Insurance. The statements in this article are solely the opinions of Mary Kay Scully and do not necessarily reflect the views of Genworth or its management.