Tone Of Voice In Professional Communication

I feel that lawyers should swap their “Keyboard Courage” for real world empathy. I was thinking that as lawyers, our tone is often harsher in our emails/mark-ups than in person (a version of the“online disinhibition effect”). I think most of us are guilty of it. I regularly write phrases like “Unacceptable, not in line with market practice” in mark-ups, when I really should know better. After all, when I’m on the receiving end of it in a contract negotiation it just causes me to entrench. Whereas when someone comes at me with a dose of respect and empathy, I’m way more likely to listen to their side of it. 💡 The Research Behind Empathy Turns out that empathy is a proven negotiation tactic. Harvard Business School conducted a study revealing that negotiators who demonstrated empathy achieved superior outcomes. They were more likely to build trust and find mutually beneficial solutions. As an aside, Seth Freeman (my favourite negotiation guru), recently wrote a great book about how to do this in practice (I'll post the link in the comments). But for lawyers, it’s often even easier. We’re regularly on the other side of the same issue, so for a lot of standard legal issues, all that’s required is a thought experiment: 🔬 Before you hit ‘send’, imagine you were the recipient, how would the mark-up or email make you feel if you were acting for the other side on this exact point? Would you feel heard and understood, or would it make you feel annoyed or attacked? 🗣 Why Tone is Crucial As humans, we respond quite predictably when faced with aggressive or confrontational language. Speaking for myself, I tend to immediately dig in my heels and double down on my own position. In contrast, when we are approached in a respectful and empathetic way, it makes it much more likely that we take our counterparty’s viewpoints seriously. ✅ Takeaway The next time you're drafting an email or marking up a contract, think about your tone. What tone would convince you if you were the lawyer on the other side? As Seth Freeman often says: you can win warmly in negotiations. PS if you like this post, click on Daniel van Binsbergen and hit follow to see more of them in your feed!

How you say it matters more than what you say. Even when you are saying the right things. Tonality is more important than you think. You could have the perfect pitch, the right words, and still miss the mark if your tone doesn’t connect. Think about it. How many times have you walked away from a conversation feeling misunderstood? Not because of what was said, but because of how it was said? ==================== In sales, tonality is the bridge between your message and the prospect’s trust. It can either build a connection or create a disconnect. Research by Gong indicates that 60% of customers are more likely to make a purchase when they feel that the sales rep is actively listening and responding with empathy, which is largely conveyed through tonality. This stat alone should make you rethink how much you focus on your tone during conversations. Tonality has been a crucial factor for me in my conversations with prospects. Here are 7 tips to master your tonality and make every conversation count: 1️⃣ Match the Prospect's Energy Listen to how they speak and mirror their energy. If they’re upbeat, match it. If they’re calm, slow it down. 2️⃣ Use Pauses Effectively Silence isn’t awkward—it’s powerful. Pausing after a key point lets the message sink in and shows confidence. 3️⃣ Emphasize Key Words: Highlight the most important words in your sentences by slightly raising your tone. It draws attention exactly where you want it. 4️⃣ Control Your Volume: Lowering your voice can make your message more intimate and persuasive. Raising it can signal urgency or excitement. 5️⃣ Vary Your Pitch: A monotone voice can lose attention fast. Varying your pitch keeps the conversation dynamic and engaging. 6️⃣ Practice Active Listening Respond with empathy. A slight nod or “mm-hmm” in the right tone can make prospects feel truly heard. 7️⃣ Smile While You Speak Yes, even on the phone. Your smile can be “heard” in your tone, making you sound more approachable and positive. Remember, it’s not just the words that close deals—it’s the tonality that makes those words stick. Make every conversation count 😉 PS: Bonus Tip in Comments 📌 Stop Selling Start Building ✌️ =================== Don’t build a pipeline. Build a community. Subscribe to the “Stop Selling. Start Building: SalesPro-Ductivity Newsletter” starting in October. Comment “I want to build” or slide me a DM to be on the waiting list. Stories, Tips & PoVs > Sufi R.

16 years of dealing with all types of interior design clients taught me how to communicate without being rude. In interior design, the difference between a good designer and a great one often lies in communication skills. After countless client meetings and team discussions, I've learned that being direct doesn't mean being difficult. Recently, during a high-stakes project review, I needed to address timeline delays with a client. So instead of saying, "Constant changes on your end are causing delays," I said: "I'm concerned about meeting our completion date. When we receive design changes mid-execution, it impacts our schedule by X days. What if we set a specific milestone to consolidate any changes?" This structure transformed a potentially tense conversation into productive problem-solving. The magic lies in the method: 1. Start with context. Frame the conversation around shared goals. "I'm bringing this up because I want to ensure we deliver on time." 2. Listen first, respond second. Understanding others' perspectives often reveals solutions you hadn't considered. 3. The most powerful phrase I've ever come across is "What if we..." It can turn any criticism into collaboration. These techniques have saved many projects and client relationships. Even deliver exceptional results. That's why I tell my team to always remember: In design, as in life, it's not what you say – it's how you say it. What's your communication strategy with clients? #communication #professional #clients

Some days being a Project Manager feels like this: 🥲Multiple key resources are out sick 🥲The client is NOT happy 🥲Your sponsor is MIA 🥲Something broke, and there’s no apparent root cause… again And you’re expected to be the calm one (all while juggling a full email inbox, 10 open instant messages, and back to back meetings). If you’ve ever been the “chaos coordinator” while quietly spiraling inside, this one’s for you: 1. Regulate before you respond. Don’t react in the heat of the moment, it might come across harsh if you don’t take a second to get back to your emotional baseline. Step away for 2 minutes. Breathe. Move. Reset your tone before you jump into solving. 2. Lead the energy. Like it or not…You’re the project’s emotional thermostat. If you panic, they panic. Mirror the tone you want your team to follow, even if you’re faking it at first. 3. Skip the toxic positivity. Acknowledge that things are hard without spiraling. Say, “This is tough, but we’ll get through it.” That creates TRUST and transparency. 4. Debrief the emotional fallout. After the crisis, ask: How did I handle that? What did my team need that I missed? Crisis leaves clues, don’t waste them. No spreadsheet prepares you for this. But this is where real leadership happens. & Yes, emotional leadership is real leadership… if you ask me, it’s arguably more important than all of the tools and techniques we’re taught to use as Project Leaders. Save this for your next “everything is on fire” day 🙃 #projectmanagement #projectmanager #projectleadership #emotionalregulation #projectmanagementprofessional

Tone of voice comes in the EDIT. Not the 1st draft. If you’re creating some content for your next ad, email, or SMS message, and you’re trying to nail the brand tone of voice right off the bat… Then you’re always going to struggle. Cos you’re simply trying to do too many things at once. Make it easier by breaking the writing process down into clear and distinct parts, and worrying about nailing the tone of voice LAST. I still write intuitively for the most part, but if writing isn't your profession, I'd suggest you follow this 4-step process... --- STEP 1: Bullet point the key details - What offer are you making? - What’s a good reason to take it? - What do they need to know about this offer? - What do you want them to do next? Don’t worry about it looking, sounding, or feeling good at all. We’re just getting the key need-to–know details on the page here. --- STEP 2: Write a messy 1st draft Next, write an absolute munter of a 1st draft. If you want to do this as efficiently as poss, set a timer for 10-20 minutes, and write continuously until all those points are threaded together in full sentences and paragraphs. Or, if the timer ends and you’re still not finished, do it again until you are. Doesn’t matter if the copy’s bulky, or clumsy, or reads poorly. We’re just writing at this point, we’re not editing. --- STEP 3: Sharpen it up I recommend pottering about and making a drink after STEP 2, so you come to this part with a bit of a fresh perspective (well, fresh-ish). Cos now, it’s finally time to put your editing hat on. Start by reducing the unnecessary fluff – cut out any redundant words and phrases, and whittle the copy down til you’ve condensed all the key information into as few syllables as possible. Other things you can do (where appropriate): restructure it, strip out uses of the passive voice, and edit any phrases that lack certainty and confidence. --- STEP 4: Edit for tone Finally, we can start worrying about tone of voice. You’ve got all the key details down in crisp, concise copy, with a clear and logical flow to it. Now all you’re doing is going over each sentence and asking if it conveys the right feeling/mood/vibe. That might mean switching certain words, that might mean adding certain exclamations, it might mean adding some humour, or some wisdom, or a sense of rebellion, or a sense of worthiness. PRO TIP: have a character in your head of WHO your brand is. Imagine that character saying your copy aloud. If it sounds weird when that person says it, edit it til it sounds right. *** And that's how to stop getting stuck on tone of voice. Is it still effort? Yeh, soz. But it’s a lot easier than trying to nail every single word from the off. And, it's a lot less frustrating. --- 👋 Hiyer, I'm Oli 💰 I help you collect more cash from your email list 📩 Giz a follow for copywriting + email marketing tips

Dear young professional, 📌📌Sometimes, the most important stakeholders are right beside you—don’t overlook them. A while back, I sent a #follow-up email to another team, requesting a document we needed to move forward. Not long after, my team lead reached out and gently suggested that my tone might have come across as a bit firm, reminding me to remember that internal teams are just as much our stakeholders as external partners. I explained the context—that I was following up on a prior conversation and sticking to our agreed deadlines. With that context, we realized the tone wasn’t actually “hard.” This reminded me of a critical principle in program management: "#Treat internal #stakeholders with as much care as external ones." Sometimes, it’s easy to be hyper-focused on how we interact with external partners, ensuring every communication is polished and strategic. Yet, our #internal teams deserve the same #intentionality and #respect. After all, they’re the ones we depend on daily, the ones who understand our shared challenges, and the ones who help drive our programs forward from the inside out. Internal stakeholders—our colleagues, cross-functional teams, and managers—are instrumental in shaping outcomes, building trust, and driving our projects forward. If our approach isn’t grounded in mutual respect and understanding, even a simple follow-up can #miss the mark. Here are a few reminders that I’ve found valuable: 1. Set a Collaborative Tone: Be clear and constructive, and always come from a place of shared goals. 2. Seek Context Before Reacting: Sometimes, what feels like a delay or lack of responsiveness has an unseen reason. Understanding these can keep our communications balanced. 3. Build Bridges, Not Just Projects: Take the time to develop connections with internal teams. They are, after all, partners in our project’s success. Has anyone else had a similar moment that reminded you to focus on those closest to your work? #ProgramManagement #StakeholderEngagement #InternalCommunication #Teamwork #Leadership

In the early stages of my editing career, I was certain that my zeal for error-free writing would be my winning recipe. Little did I know that an editor's biggest strength and task isn't just in correcting errors, but in “enhancing” and “refining” the personality of a piece. You really could be immersed in the technicalities – the spelling, the grammar, the punctuation – while ignoring the tone and rhythm that actually brings the text to life. Striking the right tone is often what makes the difference between a good and a truly captivating piece. The question is how do you strike the right tone in a piece? Here are three steps to guide you: 1. Understanding the Genre's Core Every genre has its own melody, a unique way of expressing itself. A heartfelt letter craves warmth and sincerity, while a technical report thrives on precision and clarity. Understanding these core values lays the foundation for your tone. In this regard, go beyond the surface. Explore the genre's nuances: An engaging storytelling blog post demands a sense of wonder and discovery, while a sharp, probing tone elevates a critique piece. Delving into these nuances allows you adapt your tone even further. 2. Know Your Audience You can imagine your audience as the radio station you're trying to tune into. Consider demographics: A younger audience might connect with a conversational and lively tone, while professionals may prefer a more formal and structured approach. It’s like speaking their language fluently. Context also matters. Where and how will your audience engage with your work? Will it be a quick read on a mobile device, or a detailed exploration on a desktop? Context adds another layer to tone adjustment. 3. Read Aloud and Revise The effect of hearing your words cannot be underestimated. Words can look perfect on paper yet transform into tongue twisters when spoken. Reading your work aloud reveals the natural flow and highlights areas where the tone may falter. This practice brings your writing closer to perfection, ensuring it resonates well with your intended audience. 📍 Mastering tone isn't a one-time fix or a secret code. It's a journey that requires dedication, research, and practice. Read widely within your target genre, immerse yourself in successful examples, and don't be afraid to seek constructive feedback. Happy New Week!

Agencies don’t lose clients because of delays or mistakes—they lose them because of the tone they use in their conversations. It’s rarely about what you say. It’s almost always about how you say it. Most agencies don’t understand this. You can be 100% right—but if your tone makes the client feel blamed, disrespected, or disconnected, you’ve already lost the game. Let me give you a simple example. Let’s say the client made a mistake—missed a deadline, delayed a script, sent wrong footage—and because of that, a post couldn’t go live. Most agencies will respond with: “This is your mistake. That’s why the video didn’t go out.” Is that true? Yes. Will that help? Absolutely not. Now say the same thing like this: “There seems to have been a miss—maybe from your end. But no worries, let’s fix this together and see how we can get the post live.” Same point. Completely different tone. And most importantly—completely different impact. Here’s what agencies need to realize: • You’re not just building content. • You’re building a relationship. • And relationships are built on tone, trust, and empathy. The more formal your communication, the more transactional the relationship becomes. The more human your tone, the stronger the connection gets. At Binge Labs we’ve learned this at the right time. The tone we use in client conversations matters more than the work itself. Because clients remember how you made them feel—not just what went wrong. And in this business, human connection wins over corporate tone every single time. Every agency needs to learn this. Better tone = Better retention. Period.

What's one thing you can do with your voice that will lead to an increase in trust from your teammates, happier dynamics, and customer satisfaction? Speak with empathy! As a pitch and public speaking coach working in creative and corporate environments, I've seen how enhancing this one skill can have a massive impact. There are lots of studies to show that when leaders and team members communicate with an empathetic tone, it positively influences collaboration and overall business outcomes. And it plays a central part in the art of persuasion. So how can you do it? Here are 5 simple steps: 🗣️ Lower your pitch: Lowering your pitch ever so slightly can give off a calming effect, making the other person feel at ease and more open to sharing. 🗣️ Smile: When we smile, our vocal chords relax and the larynx rises, raising the pitch of our voice. So if you want to go from calm to enthusiastic and positive, just add in a smile! 🗣️ Speak slower and more deliberately: Speaking at a measured pace allows the listener to process information without feeling rushed, showing that you value their understanding. 🗣️ Pause for emphasis: Use pauses to emphasize key points, which will allow the listener time to absorb and reflect on your message. 🗣️ Mirror: Subtly mirror the pace and tone of the other person to create a sense of rapport and understanding. If you or your team need help with presenting or communicating with maximum impact, let's have a chat : ) #publicspeakingcoach #coach #presentationskills #communicationskills #PersuasiveCommunication

I see this pattern constantly in my coaching practice. A recent client, brilliant strategist at a Fortune 500 company, had incredible insights but her vocal patterns were undermining her authority. Every statement sounded like a question. Her expertise was getting lost in translation. The problem was never her knowledge. It was her vocal presence. We worked on one core technique: End statements with your voice going down, not up. 'We should move forward with this strategy.' vs 'We should move forward with this strategy?' Hear the difference? When your voice rises at the end of statements, you sound like you're seeking approval instead of providing leadership. Six months later: promotion to VP. Her feedback from leadership? Her presence had become "impossible to ignore." Your voice is your most powerful leadership instrument. Small adjustments create dramatic shifts in how others perceive your authority. This is exactly what we work on in executive presence workshops. Practical skills that transform how leaders show up from day one. Does your team need vocal presence training that delivers immediate results? #VocalAuthority #ExecutivePresence #LeadershipVoice #CommunicationSkills #ClientSuccess #ExecutiveCoaching #ProfessionalDevelopment #LeadershipTransformation