People can't see you when you're speaking on the phone, but they can hear you. So, the way you speak is especially important. In fact, researchers have found that 80% of communication over the phone is through your tone of voice; and only 20% is from the words you use. Here are our top tips on how to speak over the phone.

1. Facial Expressions

Your facial expression can _______ your voice. For example, if you smile, your voice will sound warm and friendly; just the opposite, if you have an angry look on your face, it can make you sound unpleasant.

2. Volume

If you speak too loudly, you could sound angry. And if you speak too _______, it'll be difficult to hear you. So, speak loudly enough to be heard clearly, but not so loud that you're shouting.

3. Pace

The pace of your voice is how quickly you speak. And this can show how you feel. For example, an angry person might speak _______ than normal. Or a downhearted person might speak very slowly. Try speaking a little more slowly than normal. This will make you sound confident, and it'll make it easier for the other person to understand you.

4. Gestures

Gesturing can affect the tone of your voice. When you gesture, you bring more air into the lungs, which can make your voice sound warmer. Gestures are also useful to help you stress the right words or even find the words you _______.

5. Movement

If you're feeling nervous, stand up and move around. It will reduce the nervousness in your body and help your voice to sound more _______.

6. Pauses（停頓）

Using pauses every now and then can help you to slow down. Also, if you pause after giving some new information, it'll give the other person time to understand it. At the same time, listen to how the other person uses pauses. They could tell you something about the speaker's _______. For example, when a speaker is really angry, he might use pauses and says, “I … am … so … angry …”

1.A.help B.influence C.control D.make

2.A.slowly B.quickly C.strongly D.softly

3.A.faster B.quicker C.slower D.gentler

4.A.talk B.like C.need D.say

5.A.comfortable B.confident C.warm D.pleasant

6.A.likes B.dislikes C.feeling D.temper

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