1. The late-night FM DJ voice.
   
   When you inflect your voice in a downward way, you put it out there that you’ve got it covered. Talking slowly and clearly you convey one idea: I’m in control.
   
   There is no question. It doesn’t offer an alternative, because it would beg further discussion.
   
   You can be very direct and to the point as long as you can create safety by a tone of voice that says I’m okay, you’re okay, let’s figure it out.
   
2. Positive/playful voice
   
   It’s the voice of an easygoing, good-natured person. Your attitude is light and encouraging. The key here is to relax and smile while you’re talking.
   
   A smile, even while on the phone, has an impact tonally that the other person will pick up on.

-Never split the difference, p.32