Page 98 - Becoming a Successful Manager

Listening—Really Listen and You Will Hear More than Words 89

The Intent Is in the Tone—Verify It

Emphasis placed on specific words, speed of the delivery, volume,
and the pitch of one’s voice all change the tone of what is said. To
demonstrate, read this sentence aloud: I can’t believe he didn’t
select that pianist.
Now change the emphasis of the individual words as
indicated:

I can’t believe he didn’t select that pianist.
I can’t believe he didn’t select that pianist.
I can’t believe he didn’t select that pianist.
I can’t believe he didn’t select that pianist.
I can’t believe he didn’t select that pianist.
I can’t believe he didn’t select that pianist.

I can’t believe he didn’t select that pianist.
I can’t believe he didn’t select that pianist.

The notes are the same, but the music is different. Simple changes
in emphasis can produce dramatic alterations in how the sentence
is heard.
How do you and your employees talk or exchange messages?
Think about it. Are your tones supportive? Intimidating? Aggres-
sive? Confrontational? Friendly? Something else? Is technology
affecting things? Listen for the tone in what your employees say to
determine the mood and motivation behind each statement. And
if you are not sure, ask!
Many people believe only facts are necessary. However, even
instant messaging has developed a whole language around express-
ing feelings during exchanges because it reveals the emotion behind
the words. That is where the depth and body of the message really
resides. You cannot presume to know what your employees are