Knowing what to say is one thing, but the tone in which we say it is another thing entirely. It is said that what we say, the actual words, only communicates about 7% of what we mean. However, the tone in which we say it accounts for 38% of what we mean. Do you know what tone of voice your staff use? Do you know how much their tone of voice is costing your business? Do you believe you have any control over it?