When you listen to a band or an orchestra, what is your favorite instrument? Even if you are not musically inclined, you most likely can tell the difference between an oboe and a flute because the flute makes a much higher sound. Just like musical instruments, human voices are each unique. This program discusses ways our voices convey our feelings and how to control our voices to best communicate with our customers. The presentation demonstrates how lowering pitch, volume, and rate of the voice in different customer service scenarios increases customer satisfaction.

After completing this activity, the participant should be able to:

• identify the key components of the larynx and discuss how sound is made.
• list three ways the voice tells others about us.
• identify two ways to increase perceived sincerity.
• discuss how pauses in speech pattern increase comprehension.
• relate how pitch, volume, and rate affect customer service.