Every time you pick up the phone, you create an impression.
When there’s no visual – no facial expressions or body language – your voice accounts for nearly 77% of the impression you make. Your tone, pace, and energy tell your story and carry most of the impact.
Research by psychologist Albert Mehrabian found that when we communicate feelings or attitudes, only 7% of meaning comes from the words themselves, while 38% comes from the tone of voice and 55% from visual expression.1
As leaders, we often underestimate how much our voice communicates before our message even lands.
I was reminded of this recently while testing a new web product. What started as a simple call for technical guidance turned into a masterclass in the power of intention, tone, and presence.
Two Calls, Two Very Different Impressions
While learning a new system, I reached out for technical support.
The first tech rep who answered immediately put me at ease. He spoke clearly, introduced himself, and asked how he could help. Before we began, he asked whether I was near a computer so he could walk me through each step.
It was exactly what I needed. He listened carefully, explained patiently, and even offered to show me additional features he felt would enhance others’ experience. His calm tone gave me confidence. I hung up feeling capable, valued, and encouraged.
A few days later, after putting my new skills into practice, I had a few additional questions and called again. This time, a woman answered. She sounded rushed, distracted, and was difficult to understand. When she couldn’t quickly find my account, impatience crept into her voice. She put me on hold twice, without explanation, and for long periods.
Though she eventually solved my problem, her tone never softened. When we ended the call, I felt relieved, and that I was a bother.
Same company. Same product.
Two completely different experiences, simply because of intention and tone.
The Leadership Lesson
Those two interactions made me pause and ask myself:
- What impression do I create when I speak on the phone?
- Do I sound approachable or rushed?
- Am I fully present or half-distracted by other tasks?
Every conversation is an opportunity to communicate respect, attention, and care.
Whether it’s your boss, a peer, a client, or your child, your voice tells them how much they matter.
Leadership Sound Check
If you can tell when others are distracted, so can they. Before your next call, take a moment to tune in to how you sound, not only what you say.
- Speak clearly — clarity builds confidence.
- Mind your pace, volume, and tone — they shape how others experience you.
- Be fully present — presence is a form of respect.
- Listen actively — people feel valued when they feel heard.
- Add value — teach to empower, not to impress.
The Challenge
This week, notice the tone you use when you pick up the phone.
Before you speak, pause and ask yourself:
What experience do I want this person to have with me?
Be intentional. Be present.
Because your voice is your leadership signature, and it leaves an impression long after the call ends.
Ready to Elevate Your Leadership?
At Authentic Leaders Edge, we help leaders like you develop an impactful leadership presence that establishes the value only you can offer. Whether you’re leading a team or refining your personal brand, Dorothy Lazovik provides tailored coaching to accelerate your growth.
Book a complimentary 30-minute consultation to explore how coaching can help you step into your full potential. Email today to get started!
Reference
- Mehrabian, A. (1981). Silent Messages: Implicit Communication of Emotions and Attitudes. Belmont, CA: Wadsworth. ↩︎
