Every single day customers try to explain what they want or need to salespeople or shop owners that don't "HEAR" their message; each week a CEO or retail store manager gives directives to employees that rather than creating a clear outline of tasks only serves to confuse and mis-direct their focus. What's worse, the customer doesn't often take a step back and think "How could I rephrase this better?", but rather becomes frustrated and either abandons the buying process or goes elsewhere. Employees don't often ask questions because some may fear appearing clueless, others may have been criticized for not understanding the first time, or they might just form their own interpretation of the work assignment. None of these scenarios are ideal, but all are predictable, so let's consider a couple of solutions.
A common problem: You thought I meant something different? Hmm. Perhaps I DID failed to clarify directions OR did not hear your question - either way the result can be that we are not on the same page.
The tone in which you speak to people, your body language or how you may not appear interested in the conversation - all of these small things can set the stage for how we perceive each other.
“Less is more”. Just. Wait. Before. Reeling off questions. Because nothing minimizes what you just spent 20 minutes explaining quite as much as people who leap in to chatter the second you pause to take a breath.
Struggling for words? Can’t find the right example to share with your group? If you don’t UNDERSTAND what you are trying to explain you won’t be any good at speaking about it! Know your material backwards and forwards so you will have plenty of ways to cover a topic.
Repeat back what you heard. “Can I just clarify what you said?” Rephrasing what was stated, or how you thought a message was conveyed - allows the opportunity to say “did I understand correctly”?
Learn about space and silent messages you may be sending. DO appear attentive; listen and focus on the other person. AVOID staring or body language which appears aggressive or uninterested. DO show interest by nodding, smiling or clapping. DO NOT crowd someone’s personal zone by standing so close during a two person conversation.
“The quieter you are the more you can hear”. Close mouth often. Open ears wider. Sometimes you just need to be calm (and silent) to soak up what is being said.
A few links and sites:
- “The ability to listen well is the first key ingredient for working together.”
- Facebook album “Communication #101"
- Tip: Try rewording a concept you are having difficulty explaining.
- Pinterest board Communication Skills
- Challenge: Brainstorm and come up with three unique ways to explain something you are stuck on from a different perspective.
- Collection on my Google+ page “Thoughts on Interaction”
- Follow Marketing Delmarva on Instagram @ marketingdelmarva
- Quote: “Arrogance is loud; confidence is quiet.”
Thank you for reading and I hope you find some points here which inspire you to think of new and improved ways to connect. Have a great day! ~ Andrea
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