Tone & Timing

"Thanks a lot … Dad," said my 21-year-old daughter, emphasizing "lot" and "Dad" with an exaggerated pause in between. Her meaning was clear—I had just refused to lend her my car for a late-night party.

Contrast this with my 9-year-old son, who said almost the exact same phrase: "Thanks … thanks a lot, Dad." He emphasised the first "Thanks," then quickly added the rest with no pauses. It was Sunday afternoon, and he was simply happy because I had just played a game of football with him.

Same words, but with completely different meanings. Tone and timing made all the difference.

When you’re on the phone following up on overdue accounts, keep these elements in mind. Tone and timing are crucial, as they can easily be misinterpreted in sensitive conversations.