A large part of communications involves face to face and therefore means the way you present yourself with both your tone of voice and body language is important. Thus, meaning that when dealing with sensitive cases, the tone of voice you use and body language you express should be taken into consideration massively. You should make sure you show empathy and consider the words that you emphasise when trying to draw the listener’s attention. It is important to make sure you make a conscious effort to control your body language and tone of voice when speaking because body language portrays subconscious messages when communicating and can sometimes mislay the wrong impression. Examples of good body language would be making sure you make sufficient amount of eye contact, correct gestures if necessary and making sure facial expressions are appropriate. As for tone of voice, a lot of the time people don’t remember what we say as such but more how we say it and that’s why using the correct tone of voice is important within the business environment to stop any misinterpretations.