Ninety percent of the friction

Ninety percent of the friction of daily life is caused by the wrong tone of voice.

— Arnold Bennett

The sound of the message is itself a message that tells people a lot about you such as your:
- Level of calm or of frustration
- Degree of interest in the person you are speaking to.

We are affected not by what is said so much as how it is said.

Hear what you are saying and check that your voice is sending the message you want to send.

Take care with the sound, the tone of voice, not just the vocabulary we choose.