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you enter the break room at work to find your friend and co-worker sitting at a table her arms are crossed her facial expression is unpleasant and her body language screams dont come any closer you do what any good colleague would do and ask is everything okay she responds that shes fine but the way she says it and how she looks tells you that shes anything but fine have you ever heard the saying its not what you say its how you say it that basically means that regardless of the words that come out of your mouth the way you deliver them is a lot more important tone of voice inflection volume and pace of speech are that much more important when youre speaking to someone over the phone because they cannot see you customers will make judgments about your attitude your willingness to help and even your personality based on the way in which you speak psychologist and professor dr albert mehrabian understood the importance of how we use our voices he created the 7 38-55 rule which sta