In face-to-face communication, body language accounts for a significant portion of how we understand each other. According to one of the most often-cited (though frequently misunderstood) studies by Dr. Albert Mehrabian, communication is broken down like this when expressing feelings or attitudes:

• 7% is the actual words spoken
• 38% is the tone of voice
• 55% is body language (facial expressions, gestures, posture, etc.)

Now, important context here: those numbers apply only when a person is communicating emotions or attitudes, not all forms of communication. If you’re giving directions to the grocery store, the words matter a whole lot more than your posture!

Why It Matters for OSCs:

As an OSC, you don’t usually get the benefit of body language, you’re often working through email, chat, or phone calls. That means:

• You’re missing 55% of that emotional clarity when you’re not face-to-face.
• You must compensate through tone (on calls) or through carefully chosen words and emojis (in writing).
• Using empathetic phrases, mirroring the buyer’s tone or phrasing, and being intentional with your responses becomes critical to building trust.

Empathetic Sentence Starters

When a prospect shares a fear, objection, or concern, it’s a moment that calls for more than just a quick answer, it calls for empathy. Using empathetic sentence starters not only helps you connect on a human level, but also gives you a chance to pause, process, and respond thoughtfully. Instead of filling space with “umm” or “uhh,” these phrases create a smooth, confident transition that keeps the conversation constructive and focused on the buyer’s needs.

“I completely understand how that could feel…” – This helps acknowledge emotion without minimizing their experience.

“That’s a really valid concern, and I’m glad you brought it up.” – This reinforces that you’re listening and that their voice matters.

“You’re not alone in feeling that way…” – This normalizes the concern and builds connection.

“I can see why that might be worrying, especially with…” – This personalizes the empathy and shows you’re considering their context.

“Thank you for being honest about that—let’s talk it through together.” – This shows appreciation for their openness and invites collaboration.

“It makes perfect sense that you’d be thinking about that…” – This validates their thought process.

“That’s such an important thing to consider—I’m glad you mentioned it.” – This elevates their concern as something meaningful.

“I hear what you’re saying, and it’s absolutely okay to feel that way.” – This reassures them that emotions are part of the process.

“What I’m hearing is that [repeat concern] is something you’re really focused on—did I get that right?” – This clarifies and shows active listening, which builds trust.

“A lot of our buyers feel the same way at this point in the journey…” – This creates a sense of community and reassurance.

Why These Work for OSCs

• They soften the natural “sales” part of the conversation.
• They show that you’re not just there to sell, but to guide.
• They open the door for deeper understanding of the buyer’s “why” without jumping into solution-mode too quickly.

Why Empathetic Starters Are So Important:

They Build Instant Trust and Connection

When someone shares an objection or fear, they’re opening up. That’s a moment of emotional vulnerability.  How you respond can either build a bridge or burn it down.

• An empathetic phrase like, “That’s completely understandable,” reassures them that they’re not being unreasonable.
• It makes the buyer feel heard, respected, and safe, which is crucial in a high-stakes decision like buying a home.

They Buy You Time to Think Clearly

Sometimes starting with an empathetic phrase can give you a moment to process the last things they said. Instead of filling silence with “umm,” “uhh,” or “like…” (which can make you sound unsure or unprepared), an empathetic sentence gives you a graceful pause.

• Saying “I can absolutely see why that would be on your mind…” gives your brain a moment to:
  • Process what was said
  • Decide how to respond thoughtfully
  • Avoid knee-jerk, overly salesy replies

It’s like a verbal buffer that keeps the convo calm and constructive.

They Help You Pivot Without Sounding Pushy

Empathy creates a soft landing before you transition into information, solutions, or clarifying questions. Instead of steamrolling over a concern, you’re easing into it.

• “A lot of people feel that way when they’re first looking, can I ask a few questions to better understand what’s most important to you?”
• Boom, now you’re guiding the conversation with permission and empathy, not pressure.

They Reframe the Objection as a Clue

Empathetic starters help you view concerns as helpful insights, not roadblocks. You can reframe objections as signals about what matters most to the buyer.

• A fear about interest rates? That’s not a no, it’s a signal they care about long-term stability.
• A concern about location? It’s really about lifestyle or commute.

Empathy keeps you curious, not defensive.

Bottom Line for OSCs

Sometimes fears, objections, or concerns can stop an OSC in their tracks especially if it’s one of the first things they are hit with as they begin a phone call.

Empathetic sentence starters aren’t just about being “nice”, they’re about controlling the emotional tone of the conversation, giving yourself a moment to breathe and strategize and positioning yourself as a trusted guide. You want to assure the prospect on the other side of your faceless call, that you are not just a salesperson as you ease into phone calls and get to know your prospects.