Hi David. Sounds as if you have the face-to-face communication figured out and have an opportunity to improve on phone communication, correct? Well, you're definitely on the right track with understanding the use of voice tone and words is critical. In addition, you may want to consider matching the other person. In other words, if they are speaking slowly - you can too. If they are speaking quickly - you can as well. This is an "invisible" way of forming rapport with anohter person. Keep in mind that once you match them, you have the ability to change their pace,… >>>