5 Steps to Better Communication | CSR / Dispatcher Lunch & Learn Sessions

Got that going. So let me go ahead and share my screen and we'll kind of walk you through what you can expect with us today, especially if this is your first time. If you're new to the group, we want to kind of let you know what we'll be doing for the next hour together. We do have. Is Krista here? I'm not sure if Chris is able to join us today. I don't think so. Okay. So between Brittany and I both work at Service Titan right now. Krista is actually a marketing manager and call center manager out of Gulf Shore in Florida. She also helps us lead this group. And so between the three of us, we take turns doing trainings and then provide counsel that way. So we have a lot of fun doing this. It's a great time. What today's agenda will look like. Just kind of remind you about some service heightening events that are coming up. I'm going to be doing a training on communication and how to improve your communication. And then the rest of the time I will stop the recording at that moment and we'll do. We'll jump, jump into a mastermind. Now a mastermind for us is where you get to come ask questions. This is your time to connect with each other. You give ideas, give suggestions, anything that you might be struggling with in your call center. This is your time to. We'll have open discussions so we really enjoy that and then we'll just wrap it up. So any questions before we get going and get started in the training? Now this training is meant to be a discussion. So if you have thoughts, comments, you know, raise your hand. Please go ahead and put something in the chat. We want everyone to be as active in this training as possible. So our service tiny event that we are focusing on right now and letting everyone know about is Pantheon. This is our next event around the corner. Brittany and I just got back from a Toolbox Live event last month or last week. I say last month. It's. It's only been a week. But these are fun events too. So we'll let you know when we have more of our Toolbox Live events coming up after Pantheon. The pantheon is September 17th through 19th. You can register@servicetitan.com pantheon and right now I do have a code SNOW50 to help you save $50 if you haven't quite decided if you'd like to come yet. But we do have a lot of sessions for call centers. Brittany and I are actually going to be teaching a session with Renee Lennox. We're getting ready to Roll out the agenda. They're just confirming and finalizing all of those speakers. So we were really excited to get to know that we actually get to speak at Pantheon. So that'll be super fun. Brittany is your product guru. If you have service titan specific questions, she will be the person that can help you do that. A lot of the things that I teach on are more skills focused, leadership focused. But between all of us, I think we make a pretty good team. So we're excited about that. Let's jump into today's topic. This is a topic that I has. It's been on my mind a lot lately because communication is one of those things that. There have been thousands of books written about communication because why is communication so hard? You want to put it in the chat, come off mute. Why is communication so hard?

We all do it differently.

We do, right? We all communicate differently, different perspectives. Communication can be difficult because not everyone speaks the same way that you do, or listens the same way or learns the same way. And so we. When we talk about communication, we have to be thinking about that. And so I'm really excited today to share five steps with you because communication's pretty important as we're focusing on it. In today's session, I'm going to be talking about how it can lead to better customer experiences. How many of you are CSRs or actually answer the phone on this call? Okay. How many of you are dispatchers? Any dispatchers in the house? How many of you are actually in management or leadership? How many of you do all of those things? Yes, all of the things. Good. So this is going to help you with improving your team dynamics as well. And most importantly, you know, even your personal relationships. We want to be better communicators at work and at home in our community. And. And so that's why communication is so important. I have been studying John Maxwell. He's. I've got certified in his program to be a. A certified trainer. And this is one of his books. It is called Everyone Communicates and Few Connect. This is a great book. If you want to learn and get a deep dive on communication and why communication is so important, you will love this one. John Maxwell says connection is everything when it comes to communication. And so we're going to be talking a lot today about connecting because I can give information out, but if you're not taking that information in and we're not connected, it. I'm just giving out information. We're not really communicating. And sometimes that's why it feels like you're Talking to a brick wall. You're putting information out there, you're trying to communicate something, but it just doesn't seem to be seeping in. Right. It just doesn't seem to be clicking. And I, I once had someone who reported to me and they just kept saying, I just need better communication, I need better communication. And I thought I was being a great communicator. I thought I was communicating very, very good. Was really confused, like, what's not connecting? What are we missing? And so today, when I go over these five steps, these five steps will help you connect better with other people. These are not from his book. These are, they're parts of them that I pulled from the book, but really these are just from different areas that I feel like are really important. And at the end of today's training, I'm going to drop a PDF in the chat that you can all download that has all five of these for you so that you can take the, take them back to your team, you can retrain with your team, you can talk about them with your team. But I would like you to, as we're going through this training, be thinking about one of these five steps or one thing that you want to start working on and implementing. And at the end of the training, I'm going to ask you to share what that is. So I know there's a lot of concepts and some of these won't be new, some of them might be new, but I hope you will think, what's one thing I can take action on after this training? Today, John Maxell said he knows he's connected when he sees these things happen, when he's having a conversation with a person, whether it's one on one, whether it's in a small group or a large group, communicating or presenting to a large group, this is when he know, knows that he's connected. When he can see someone going the extra mile, they're going the extra effort to get things accomplished, or if they're giving appreciation to him and they say positive things about him like, oh, man, that was so helpful. Thank you. When you're getting that feedback, unguarded openness was another one. They demonstrate trust. They show that they trust you because they're opening up to you. When people start to open up to you, you know that they're connecting with you. Increased communication, you're starting to have more communication with each other. Enjoyable experiences. They feel good about what they're doing. Emotional bondedness. They display this emotional connection, a positive energy. Your battery feels charged, you know Those people you have a conversation with and when you get done, you're like, okay, I feel charged up. I'm energized. I'm ready to go. Do people feel like that when they communicate with you? Whether you're a CSR talking to a customer, a dispatcher talking to a technician, a leader talking to a team member, we want to be the kind of people that can communicate and fill each other's batteries. That adds energy. And you're like, well, I might not be an energetic person. That's okay. You can create energy. We can all find energy somewhere. Pot growing synergy. Together you're more effective than apart. You want to be able to help people feel like together you're a great team. And then unconditional love. Accepting without reservation. I love the way that he kind of laid all of this out. I think it's important, though, to remember that communication is not just the words that we're speaking. It's a. In a very, very popular study done at UCLA by Alberta, I don't want to say his name on wrong. Maribian Merabian. If somebody knows how to say that, you're welcome to correct me. Maribian. He did a study that showed that only in face to face conversations, only 7% of communication is actually words. 38% is your tone, your voice, the speed at which you're talking, the way that it's communicated. And then 55% is body language. You can tell a lot by, of. Of how a person is feeling or thinking just by looking at their body language. And so it's important to remember that in those face to face conversations, have you ever had a conversation with someone and they're saying all the right things, but you can just pick up on their body language? They don't mean it, or it's not true, or there's, you know, I see a few of you nodding your heads. Yeah, it's. You can tell when the words are right, but the body language is not there. And so that's why body language is so important as CSRs. It's a little tricky, though, because we don't see body language over the phone. We can hear voice, we can hear the tone, we can hear the words. But some we're not getting the whole picture. This is why we need to learn how to communicate better so that we can get the whole picture because we're missing all of the body language over the phone. It makes it extremely difficult to communicate effectively when we don't have that additional help there. One thing that John says in his book is that connecting or communicating is more of a skill than a talent. Now, communicating is something I've been working on for a long time. I am not a natural born communicator. I've always hesitated when it came time to communicate with people. And it's something that I knew I needed to work on and I needed to develop about. I want to say about nine years ago, I started taking classes to learn how to be a better presenter, to learn how to communicate better. And I worked with a coach who helped me with my tone. He, he would have me like sing songs. He would have me record my voice in a phone and go back and listen to it. We did a lot of things to help me feel confident in my communicating. But if I don't practice this skill continually, I'm going to lose it. Like any skill, it needs to be continually developed or you will lose this. So wherever you're at on your journey as a great communicator, this is something we all still need to continually work at. We need to continually improve our ability to communicate and ultimately connect with our customers, with each other, with our family. And so I'd like everyone to think of just a moment about a real life situation, whether it's at work or it could be at home where you'd like to improve your communication. You may have somebody in your mind right now of that you might struggle to communicate with that. Sometimes communication is difficult. So everyone give me a thumbs up emoji, something. If you've got that person in your mind right now, do you know who that is? Okay. Awesome. Good. I want you to keep that person in your mind as we go through this because I want you to see if you get ideas as to how to communicate better with this person. For me, as I was planning this week for this topic, I was thinking about my son. I have a son that is 18, almost 19, and he's an installer for my company, for my heating and air conditioning company. And he's been very, very busy right now, very overworked. He's been putting in ten hour days, sometimes six days a week. And I'm having a hard time communicating with him. Number one, because he's not home, but number two, he's just tired, he's busy and he's a teenager. So teenager did this, this whole extra level of crazy communication when you're trying to connect with teenagers. Right. But this is the person, just so you know, in my mind that I'm thinking about as I go through some of these steps at Work. These could be your customers. This could be a customer that is just difficult. This could be leadership. Whether it's someone you report to, someone that reports to you. Thinking about that dynamic, it could even be your field team, your technicians, a sales guy, that one person on your team that is just so hard to connect with. Right. So hopefully you've all got someone in mind there. All right, let's look at this. I've those of you that have done a lot of trainings with me. You know, I love a good framework. It helps me remember. And so we're going. My five steps align with these five letters. Clear. C, L, E, A, R. So we're going to start with the first one. And it's all about connecting by listening. John Maxwell says, connecting is all about others. If you want to communicate well with someone and connect with them, we have to start by listening. Now, remember what we talked about. It's not just the words. It's our body language, it's our tone. And so when I was thinking about this with my, my son this week, I was like, well, first of all, I need to see him. And a lot of times I go to bed and he's out with his friends, but I have been waiting up late so that when he comes home, I have time with him. And then when I talking to him, my phone gets put away. My body, I've got this open body language. I'm leaning into him, I'm making eye contact with him. My body is saying, I'm here to listen to you. Now, on the phones, csrs, you can do the same thing, right? I know you have a hundred distractions, you've got six screens, you've got phones ringing, got people talking. You've got a task list of things to do. But when that customer is on the phone, how do you give them your undivided attention and you make it all about them. You've got to go in with all listening. And I know that we talk about active listening, we talk about that, but if you want to be a better communicator, we have to start with listening. Three questions. People are asking about you as they're talking to you and you're listening. These are things that they're trying to gather. Number one is, do you care for me? Do you actually care about me? Because why am I going to waste my time talking to you if I don't feel like you care about me? And if I feel like you care, I feel like we can start connecting. Number two is, can you help me? Especially when we think about customers calling in. Nobody wants to be sold to. They want to be helped. And so when we go into this mindset of, I'm here to help you, how can I help you? They're more willing to open up to us. Number three, can I trust you? Trust is one of the most important things you can do. When I'm teaching a lot of my CSR trainings, the first thing I ask my CSRs to do is build a relationship of trust with that customer. Because trust is more important than love. Like, they need to know they can trust you. If they can trust you, they will share more with you. They will open up to you. And so as you're listening to people, this is the. This is the mindset you have to go into. I'm here because I care about you. I want to help you, and you can trust me. Right? And that should be how they feel while you're listening to them. One of the biggest things that we see and that John Maxwell mentioned in his book is, it's not about you, it's not about me. When we're listening to someone else, a lot of times we're thinking, okay, well, how am I going to respond to this? Or, what's the next question I need to ask? Or we're thinking about us. Instead of really just focusing in on them, we're not telling them about us. We're not telling them about something else that happened. We are focusing on them. So remember, it's not about me. When we're trying to listen and connect, it's about them. And so that leads us to the next step, which is l, which is learn by asking. While we're listening, we, you know, they may start to open up to us, but we've got to ask more questions. We really need to find out and really get to their level to be able to help them. This quote, all miscommunications are the result of differing assumptions. Assumptions can get us in trouble. Someone calls in and says, hey, my air conditioner isn't working. Well, you could assume a lot of different things. You could assume something's broken. You could assume that they don't know what they're doing, that they haven't changed their filter. Like, there's a ton of assumptions you could have. There's a ton of different scenarios. But it's important to start asking questions. I think this is really important. Even when there's a. Especially when there's a conflict, someone's calling in to complain about something, or you have to reschedule something or, you know, those things that might make a customer upset. It's a misunderstanding. It's a miscommunication. Communication and creating understanding can solve any problem. So a lot of times when I'm helping csrs understand or, you know, they get scared of those upset customers that call in, like, this is actually an opportunity when they're bringing a problem for. To you, this is an opportunity to create understanding and to improve our communication and to help them understand what we can do. So when it comes to making assumptions, remember to be aware of these thoughts, like, oh, well, I don't need to know that, or I don't care to. To know this. I don't want to know this. Because sometimes customers have a lot to share with us, right? Sometimes our kids have a lot to share with us. Sometimes our spouses have a lot to share with us. And sometimes we really just don't care. Sometimes we really don't care to know about some of these things, right? But John Maxwell says you can't build a relationship with everybody in the room when you don't care about anybody in the room. If it's important to them, it needs to be important to you. If they're taking the time to share something with you, take time to acknowledge that these are the thoughts that will get you in trouble. These are the thoughts that create wedges instead of connections. Move on to E. E is empathize and validate. Brene Brown says validation is the language of connection. Now, I've. I've always been a little confused. The difference between validation, empathizing, sympathy. And so I wanted to dive into that a little bit with you and talk about what is the difference between sympathy and empathy? Because we tell. We tell CSRs all the time, be empathetic. You know, be empathetic on the phone. Make sure you show that you care. This is the difference between sympathy and empathy. Imagine you're walking by and you see someone drowning in a lake. Sympathy is showing that you care. You might throw them a life raft. Oh, I don't want them to drown. Here's a life draft. Sorry. You're out there, right? Whereas empathy is trying to feel what they feel. If you are showing empathy in that moment, you might go get in that water with them and see how that. That experience feels like. You may not be able to save them. It is not our job to save people, but we can go into that experience with them and. And show them. Yeah, I know what you're feeling. This is really cold in here. This is wet. This is a little Bit scary. And you're getting into that feeling with them. And the key to empathy is understanding emotions. Emotions are not a bad thing. It's okay to have emotion. It's okay to express emotion and work through emotion. I see a lot of CSR shut down when there's an angry customer on the phone. I see a lot of people that get really nervous if somebody calls in with a lot of emotion. And sometimes it's hard to deal with people who have a lot of emotion because we get afraid of emotion. But it's important to remember that emotion actually is energy in motion. Emotion. It does not define a person. We all have feelings. We experience a lot of feelings throughout the day. We can be super happy in one moment. We can be stressed in another moment. We can be excited in another moment. We can be really disgusted and upset and angry. Like, we can have a series of emotions all day long. And that's what emotion is. It's different energy in motion. And so don't be afraid of emotion. Don't be afraid. When you're talking to someone who gets emotional, simply try to have empathy and understand why they feel the way they do. Get down to the root of that emotion. I had a CSR once, and I think some of you. I've told you this before. She told me, I don't feel empathy. So I. My boss said, I don't have to show empathy on the phone. And I will. I will validate that. I know that not everyone feels or as empathetic as others. That is kind of an inherent gift that some of us have, or some of us don't have to feel what other people are feeling. My oldest daughter is extremely empathetic. Extremely empathetic. She really leans into other people's emotions and she can feel what they're feeling. And it was very difficult for her to be a CSR because she just needed to help every single person, and she was very empathetic with everyone. I have another daughter, not very much empathy at all. And it's to no fault to her. It's just not her natural thing to have empathy. And so if you have a csr, if you're working with a csr, that just is not as empathetic, and that is not a natural thing. It's hard to teach someone empathy. It's okay to teach them how to validate, though, right? So if you're. If it's sympathy, we don't want to give our customers sympathy. That just feels like a pity party. Well, I feel bad for you. That's not working well, I feel bad. Empathy. I can imagine how that felt. You're sharing that feeling. But if you have a hard time feeling empathy, what I would recommend is validate. When we validate people and you don't have to agree with them to validate them, oh, you can just be like, that makes sense. That makes sense. You'd feel that way. I can see why you would feel that way. Even if you're not sharing that emotion, we can still validate other people. So to bring this back to the example of my son, we were having a conversation last night. He got home about 10:30. This is his third day of a plus 10 hour plus day. He was exhausted, he was tired. And I sat down and I just listened and I let him talk to me and I asked more questions to learn more and then I validated everything he was saying. You know, it's just frustrating because these sales people are selling these new air conditioners that don't match with the old air condition or the old furnaces. And so we can't get them to talk to each other. Yeah, I bet that's super frustrating. Like, I was validating every single point he brought up to me. And do you know what happened? As I validated that, he would tell me another thing. It was like peeling back layers every time I validated an emotion he had, whether or a thought he was sharing with me. And I validated that he continued to open up to me and he continued to trust me. And so as we're communicating with people, we, we listen, we ask more questions, and then we empathize and we validate. People want to talk to people who can validate and see where they're coming from. If someone can't validate you and they're like, or they excuse that or minimize that or say, oh, that's not a big deal. That's one of the worst things you can do to someone. Oh, that's not a big deal. It shuts them down and the communication will stop. So we cannot minimize that or negate it and, and let, and make them think that that's not that important. Another mistake I see when people are trying to empathize is they trying to bring in their own situation. Yeah, well, once I went without an air conditioner for a whole week and we were just fine. Or I totally know that we went without ac and you know, we, it's, it's not about you go back to listening to them. It's them. It's about them. So you listen, you ask questions and Then you validate. Let's go to a A is acknowledge yourself. It can get some of these, some of these conversations, especially conflicts, confrontation can get quite uncomfortable and it's important to take a step back and, and reassess ourselves. Acknowledge oursel. How am I doing right now in this conversation? What am I feeling right now and am I able to manage my emotions? Because the worst thing we can do if someone's yelling at us is to snap back and yell at them. That's going to shut down communication. Manage our emotions and connect with them before you correct them. Keep listening, keep asking and keep validating because once you are doing that, this will de escalate that this will help you remember it's not about you. Be self aware. A lot of times people, especially in stressful or confrontational situations, we typically respond in one of four ways. We freeze in a situation like that and we just stop. We might fly, we might just like get out of here. I don't want confrontation. Some people are fighters and they're going to be like bring it on, let's talk about this. Right. And other people will fawn, which fawning means they will just agree. I'll agree with whatever you want just so you're happy, even though I, I say what you need to say so that you'll calm down. And so none of these. I don't want to say there's a right or a wrong thing to do. I'm just saying be aware of how you react in confrontation, in difficult conversations and how can you manage that emotion so that you can continue to connect and try to work through this. Does anybody want to share? Can anybody think of a. A certain situation? What. How do you respond? Anyone Feel free or feel comfortable sharing with the group? You're welcome to even put it in the chat. I'm a freeze. Britney Freeze and flight. Yep. I typically freeze because I'm like, I don't know what to do right now and I need time to think about it. The more freezing flights. Some fawns. Okay. Amber Fight or fawn. Yep. Okay. The key here is just to notice yourself and notice how you're responding because of when we, we're communicating. We want to show up as our best self and when things get. Get difficult, sometimes we do need to just kind of take a step back because it doesn't. It's. It's going to be really hard to connect with someone when emotions are high and people are angry. We've got to be able to bring that down and we can't manage other people's emotions, but we can manage our own emotions. This power of emotional intelligence, I know, is a. I wish people would teach more about emotional intelligence in school. I wish there was a course on that, how to manage emotions, how to understand emotions and work through those. And I'm sure, you know, if you get a degree in psychology or something like that, there are classes like that. But I think this is such a powerful thing for kids to learn. We learned last week at our Toolbox Live. Brittany, correct me if I say this wrong. Keith Mercurial was talking about a lot of us revert to our 8 year old self when we get in some of these awkward situations. And so if you think back to what was my life like at 8 years old, that typically kind of coordinates with how you act and why you act the way that you do based upon your childhood. And I am not a, I'm not a therapist by any means, so I'm not going to go too deep on that. But I do, you know, it's something to think about, you know, why do I react certain ways and how can I manage those emotions better so that I can deal with these confrontational moments? Okay, we're to the last one. The last one is R. R is to respond by serving. Gandhi said the best way to find yourself is to lose yourself in the service of others. So how can you serve as you're communicating? What can I do for you? Ask them, how can I help you? What can I do for you? And you may think I'm too busy to be helping other people right now. I tell you what, when you help someone else, you're going to gain the. And you'll find the capacity and the bandwidth to still make progress. And if you help enough people out, people will help you too. It all comes back. Look for ways to help even the smallest things matter and, and make a difference. Let's bring this into a CSR scenario, right? We've got a customer that really needs you to come out today. The schedule is completely full today. There is no bandwidth on the schedule on the calendar today. But is there still something you can do to help? What are some of the things you could do to help? Let's open this up to a discussion. Schedule's completely fold. I can relate to this right now. I know I've been talking to a few other companies, especially if you're in heating and air conditioning schedules are full, you're needing to reschedule. How can you help that person that really needs to get somebody out today who'd like to come off mute and share.

Maybe a conversation with the tech while he's on transition to, you know, dispatching to another customer. Maybe you can give them a call and try to, you know, assuage their situation and. And maybe walk them through a couple troubleshooting steps just to know that they're there or were there, rather.

Yeah. Good. Good, Wendy, thank you for sharing that. We do.

We're busy.

If.

If a customer that is going to do an AC tune up and they're cooling, we normally would reach out to them to see if we can reschedule them to take care of a customer that's not cooling.

Mm. Mm. I love it. You're looking for other solutions who is maybe not in such a critical predicament right now that we could reschedule them or move them so we could take care of this one that's a little more important. Thanks, Brenda. How about offering an urgency list? Let's get you on the schedule for tomorrow. I'll put you on my urgency list. And if we have a change in our schedule, something opens up, the technician's running ahead. We can get out there sooner.

That really helps a lot of customers. I don't want to say calm down, but that's the word that's coming to my mind, because knowing that they're on that urgency list, that they are an urgency, and you're like, we. You just said validating them and taking them into consideration really helps.

Right. And how do we do that on Service Titan? How do you make an urgency list on Service Titan? What is. What are some of the solutions you've come up with to maybe tag those customers? Oh, I see lots of tags. Tag those customers so that you know who you could move up. Available sooner is another tag. I've seen. I've seen some people create a fake technician that's not a managed technician and put those jobs all on the fake technician, label those differently, and leave them in the unassigned dispatch board so your dispatchers can quickly move them up if a spot opens up. Good. I think the key to this is remembering there's always something you can do. There's always something, a way that you could help out. As I was having my conversation with my son last night, I know he's getting ready to go on a. A trip to the cabin with his friends this weekend, and his truck's broken down and it needs. He's been using my husband's truck, which is fine, but it would be better if he had his truck. And so you know, I'm asking him, how can I help you? Would it be helpful if I took your truck to the shop for you? Can I help you? You know, I know you don't get paid. Would it help if I. You. I paid for it and you paid me back later. Like what? I was trying to find ways that I could help him. And what I've noticed over the last couple days is I've been really intentional about improving my communication with him, is he is coming to seek me out, he's coming to look for me, he's coming to talk to me, he'll come in my office, and if I'm on a meeting, he's waiting for me to get off so he can talk to me and he knows that I'm someone that can help solve problems for him and, and help him out. So there are a lot of beautiful outcomes when you take the time to connect with someone and to really listen and, and take time to help them. So this is that framework. Connect by listening, learn by asking. Empathize and validate. Acknowledge yourself. Keep checking in, make sure that you're, that you're not freaking out, that you're not part of the problem here, and then respond by finding ways to serve. And I'm really excited to see how this works for you. I, I want to share with you. This is a framework that I've designed. I'm gonna see if I can attach it right here in the chat so that you can download it yourself. Here we go. You should be able to download that and you can print that out. You can use it as a training resource for your team. You can have conversations, discussions. I think this would even be a really cool five part training if you wanted to focus on one of these each week for five weeks with your team and have a deeper discussion about each of these five steps. So it would be just kind of a nice way to help improve overall team communication. When we each take responsibility, when we each realize what we can do and we realize that communication is a skill and we can improve it by doing these five things, then we can all rise and we can all have better outcomes in our company. All right, what questions? Before we go into questions, I'm going to come back here and I would like to hear what's the one thing after this training that you're thinking about implementing or one change that you'd like to make an aha that you had going back to maybe even that one person you were thinking about at the beginning of the training? Feel free to put it in the chat or even better, come off mute and share with the group.

So I'm definitely working on my body language. I'm super fidgety and that can come off as wrong sometimes, especially when I'm business to business in person networking. So I'm working on kind of keeping my hands to my side, not scrolling with doing whatever, fidgeting, whatever, whatever's in my hand.

I love that. I think the body language part of this is so underrated. You know, CSRs were always like, okay, here's the script. Stick to the words. But if the tone's not right, if they're. If our body language isn't right, it's going to come out wrong. So even when you're on the phone talking to a customer, even if they can't see you, the body language needs to be right and, and even more important in those one on one conversations. Awesome. Thanks for sharing. What else? What's one thing Wynn says? Validating more. Good. Wynn. I love that Chrissy says monotone. It's been a lifelong struggle. Monotone. If you are monotone, I would encourage you. One thing my performance coach told me to do was start singing a song every day. And my husband is very, also very monotone and he does not sing. He's like, I don't hear the pitches. I have a really hard time singing because I don't hear the different pitches. So it's, it's trying to hear the pictures and pitches and then replicate them will help you increase the, the tonation in your voice. And a couple other people working on their tone. Awesome. More people working on body language. Thank you, Victoria for that. Yeah. Facial expressions. Facial expressions. That's a good one. Heather says to acknowledge, acknowledge yourself. Like go back and how am I doing? I wear my emotions on my face. So remembering to check that and address not just me words. Good. Thanks, Heather for sharing that. Mandy said listening. Brenda, slow down my speaking. I need to do that too. Brenda. I think I've been talking really fast this whole training. Okay. Oh good. Thank you for sharing those videos, Britney. Okay, what questions do you have? Let's, let's finish off with some questions here. Is anything on communication and then we will stop the recording and we will move to. Actually, I think stop the recording now. Go ahead and see if I can figure that out. There we go.