Increasingly complex relationships in customer focused companies will place even greater demands on our communication skills - yet poor communication skills are already a major cause of inefficiency in organisations today, and a significant time waster

Communication - Basics

·         Most people do not listen well

·         Part of the time they are thinking of what they will say next

·         They will often misunderstand what is said by misreading the context

·         Words which seem unimportant will go in one ear and out the other - we notice only the patterns and meanings

Barriers to Good Listening

·         Anger, Fear, Discomfort

All that matters is that your message is received and understood.  The most common mistake in communication is the assumption that it has taken place.

Minimise the Risk of Misunderstandings:

·         Make your message easy to understand

·         Use the same language and terminology as the other person

·         Base your message on their assumptions, needs, wants and fears

·         Check regularly to confirm that you are being understood

Written Communication

Written communication is:-

·         One way

·         No immediate feedback

·         Therefore a weak form of communication

·         Sending an email is not communication

On Longer Documents

Sir John Harvey Jones said -

"If you cannot communicate adequately the main points that you want to get across on two sides of paper, you have almost certainly not thought the problem out properly"

If you must write lengthy reports provide your reader with a one page summary with your conclusions at the beginning

Whenever I am involved in a new business relationship, I create situations that allow for split second efficiency on my part.  I will set up a ‘phone call for 9:30am and will call at precisely 9:30am.  If I promise to have a proposal or other document on someone’s desk first thing Monday morning, then that is when the document will arrive.

I will show up for an appointment exactly when I said I would.  Do this with any new business associates and they will assume that this is the way you conduct all your business affairs, and they will play along.  You’ll find you get the same prompt responses from them that they have come to anticipate from you.

Most people have no difficulty talking about the products their company sells, yet when it comes to writing reports and proposals their ability to communicate can desert them.  Words that were effortless sitting face to face with the customer are considerably harder to produce, and it shows in the finished documents.

Why is this problem?  Simple: conversation is casual and the written word for many people is perceived as formal.  Formal writing tends to be stilted, more difficult to read, lacking in personality and could be enough to give your customer second thoughts!

Think of your writing as conversational, not formal.  When your writing becomes more conversational it becomes more readable. Good writing has rhythm, is easier to understand and reflects your personality. 

The easiest way to achieve this is to find a quiet room, turn on a tape recorder and start talking as if the customer was sitting across from you.  The end result will not be perfect but it will give you a first draft and a good starting point.

Working this way you are putting your vocal talents to good use.  The end document will sound like you and reflect previous conversations with your customer.