The Importance of Essential Communication
The business is in constant contact with its customers, either by phone, in writing, or face to face. All these forms of communication, especially personal encounters, are important to your customers' satisfaction.
We communicate regularly with our colleagues and suppliers, and good communication skills help us respond promptly to prompts and questions. This is important – not just our own work, but the performance of other people depends on how effective we are to respond.
To be better communicators, we must first be aware that in today's world stress and strain cause daily stress. We must know not only this, but also accept that it is so. It is not your fault that your buyer dog was bitten this morning with a ticking, later brought her children to school, late work and a very important meeting to see when she came to you at her table in a very irritable state! But it's your fault if you take your mood personally and behave in a defensive or aggressive manner.
From the moment of birth, we have many influences on our lives, and the person we are becoming of is the sum of all these effects. Beginning with our genetic make-up – the inherited factors of our parents that are not controlled – we learn and adapt through our growth. Our education, the quality of education and the cultural background all contribute to us being a people. The environment we live in has a strong influence on things.
So when we communicate with others, our thoughts and feelings are based on our accumulated personal story. This is an important point to keep in mind for effective communication. People's feelings and opinions are very real and valid for them. If your feelings and opinions are different from your neighbors, you will not make it invalid or wrong – just different!
The Functionality of Communication
Is communication process really easy to talk to and talk to? If so, most conversations would be very boring. Such conversation has no voice or voice. His face did not show any expression, and the body would be completely relaxed, which would have been very difficult for the student to read. the other person right.
You'll notice that the word "read", the & # 39; I have not heard & # 39; Communication is not just words heard and can be said. This is what did not say that this is a real picture of what's really going on. We also need to read between the lines to find the inner meaning of the speaker's words.
True communication is not only the words spoken, but also the composition of many forms of non-verbal communication.
Some of these:
- use voice – sound, pitch, volume, and ratio
- body language
- facial expressions
- physical performance.
You can totally say one thing and report another one! Good communication skills help you read between rows and assess what is actually happening. If we are to reach a solid understanding of what another person tries to communicate with us, then we have to consider more things.
Communication is one of the most important skills we learn in life. Most of them are sometimes communicated in some form or otherwise. Let's start with the moment we wake up, deal with our partners and their children, discuss what to eat, what to wear and what we will do today. Continue all day – talking to colleagues and clients, reading reports and letters, returning from today. It will continue throughout our lives.
Think about this: you spent years at school where they learned how to read and write. Your parents and teachers have taught you how to talk for many years. How long have you been to learn how to listen?
Listening is undeniably the most important communication method, as it allows us to do it rightly to fully understand what we are saying. If we fully understand, there is no room for misunderstanding. One of the biggest obstacles to effective communication is conflict. Conflict comes from misunderstanding. We were misunderstood because we did not fully understand what they were trying to tell us.
Listening is not easy. Most human beings are very self-conscious – while others are interested, our own needs are often more important to us than the needs of others. It tends to concentrate more on what we are saying or what we are going to say, not about what we are saying to us. So we have to spend some time learning how to effectively listen. This is not something that happens quickly, but with good intentions and many practices, it is a skill that can be gained.
Let's look closer to them to see what they contain and how we relate them.
Ignoring- Ignoring is the worst form of silence because it is not listening at all. We ignore the person who speaks to us and does not try to hear what they say. This is a very negative listening attitude as it makes communication completely impossible.
Pretending – We said we were listening, but in fact we were really busy and we were just listening to the ears of our ear. All correct & # 39; uh-huh & # 39; and it's okay at the right places, but we're actually reading a report or concentrating on tinkering papers. This is also a negative listening attitude – though it may seem to be listening, not really, and the person trying to talk to you will notice it.
Selective Listening – We only hear the things we want to talk about what we want to hear. Especially good school children and spouses! John comes home from school and his mother says, "Go up, put your bag down, clean up your room, do homework, and watch TV. John hear … put his bag … and you can watch TV! This is also a negative listening experience and can cause a lot of frustration.
Considering Attention – Attentive listening is considered by many to be at the highest level. Here we do all the good things – in advance, holding eye contact, nodding our heads for the understanding and general interest that the other person has to say. This is a positive listening attitude.
But we still did not fully understand what the other person said. Human beings are basically self-absorbed beings – the universe is set up to surround it. What we think and what to say is very important to us and we focus most of our energy on this.
The average person can speak 125 words per minute. The brain is able to think and absorb information four times faster than we can talk about. This means that while someone is talking to you, it is time not only to hear what they say, but also to see what traffic is going on their way home from work, decide what to eat and remind you to take a book to the library.
So, even if we listen carefully, are we really listening? Or what, while the other speaks, is thinking about our response and quietly elaborating what we are going to say?
- & # 39; Well, if you think something, wait until you hear what happened to me. I know how you feel. [#
- This is very good and good, but I guess … Empathic Listening – The ultimate listening level is used by few people. What is empathic silence?
What we mean by listening to empathy is listened to the intent to really understand the other's perspective. When listening to empathy, we will replace the other person. What:
- at the heart of the conversation
- showed real interest and care
Listening to empathy can be a very powerful communication tool. Instead of spreading our own thoughts, feelings and assumptions to the other person, we focus on thoughts, emotions and motivations within someone else's head and heart.
If our brain is as active as it looks and our consciousness is capable of going to laundry or shopping list while people talk to us, how can we stop it happening? What can we do to focus entirely on the conversation? One way to create visual images & # 39; what are they saying. With this you can see what the problem is, and if you have any shortcomings in understanding, you can quickly identify them and ask questions to clarify the case. This method focuses attention, and others know that they have given them full attention.
Another way of presenting empathy is to ask whether it is correct to understand the problem. You can do this by sketching out what you believe you heard the loudspeaker and reflecting the feelings they have raised. For example:
If I understand, you want to move to the account class because we are feeling dissatisfied with where we are now and not questioning enough. & # 39;
The speaker will soon let us know if you are right. If so, then you can move on to find a solution. If you misunderstand, you will continue to clarify the situation until you fully understand it.
If we want to fully understand other people, we need to ask questions. We need to know what the other person wants, what they feel and think. In some cases, especially when personal issues are concerned, people will not be opened immediately or completely, and patience and skill are needed to select the information needed to find a mutually beneficial solution.
is a bit like an onion comes to him. There are many, many layers stretched before it reaches its heart. Each layer is a protective shield that a person locks in, and only shows their real desires and desires on stage. Let's ask the layers one by one. To do this effectively, an art form – this is the difference between conversation and interrogation.
There are various issues. The answers you receive depend on the question we ask. It is very frustrating if you clearly ask your partner, "Have a nice day today?" just to respond to & # 39; Yes & # 39; What you are looking for, details, conversation, is not a blunt one-word answer. In that case, he simply answered because he asked for a closed question that did not require a lengthy answer. A question like this is too wide to respond easily. Your partner's day is probably very long and busy … exactly what do you want to know? You can start by asking a certain aspect of the day: How did you go with Mr Jones? etc This is much more manageable and gives the other person the reference point.
- Open Most of the meeting or consultation startup
- So what do you say you want …
- If that's what I understand, then what you want …
- So do you agree that Nike shoes are better suited to Reeb? Between 19:30 and 1930. Virgin to the right, like the Qantas flight, reaches Adelaide in the afternoon of 2:50. Do not you agree? As you can see, the answer to the lead question will be much shorter than an open question. These issues also guide the customer's decisions. You can also use them to guide customers to purchase your preferred products on other products.
In the two examples above, some companies highlighted the agreement. In the first, Nike shoes had the opportunity to reach an agreement over Reebok. In the second example, the Virgin flight is better illuminated than Qantas, and this is the most favorable choice. Both options are still available for the customer, and the final choice of course is his. By assuming the lead questions, however, you can often influence your customer to purchase a product that can not only get good value but extra revenue.
Closed Issues – Closed Issue is Just One & # 39; yes & # 39; or & # 39; no & # 39; or a very short answer. This kind of question is usually the & # 39; can be or . Usually closed questions are raised at the end of the consultation when you end the conversation or close the sale. For example:
- Is this what I thought about? 19459008
- Can I find out how to arrange my order? # 39;
- Do you pay by check or credit card?
Answering to closed questions is short and short. These issues also lead the customer to commit themselves.
In addition to the spoken language we must learn to read the non-verbal language as well. Non-verbal language consists of subconscious signals that we send with our spoken communication. In most cases, we are not aware that we are sending these signals and so we know that we do not know it becomes unreliable or unfair.
Non-verbal communication can take many forms. Some of them;
- Body language as gestures
- Speech and pitch
- Culture-specific communication and habits
- Eye Contact
- Eye Shadow
- Eye Contact is an important component of communication. Indicates that a person is listening to you and is interested in what he says. It is a good sign of positive listening attitudes. Some people who do not meet their eyes can feel uncomfortable and feel they can not trust them. Saying that, you need to know that in some cultures, Japan and some Middle Eastern countries, too many eye contact are staring and therefore rough.
Gestures are also the means to judge that a person really thinks and feels. A person who is open and honest about what they are saying and doing then opened up gestures, for example; the arms open wide and their hands pointing upwards – indicating they have no hidden tasks. Those who are uncomfortable or defensive can be seen crossing their arms and turning backwards, touching their nose or mouth, losing a collar, or moving sideways. Other gestures suggesting negative feelings may include slipping off the papers on the counter and looking at the hours.
Gestures are ambiguously isolated. The person giving up his arm is not necessarily defensive, it can be just cold. We look forward to the groups or "clusters" of the gestures. For example, a person with cross arms, no eye contact, and leaving himself can hide something from himself.
Handshake is another form of non-verbal communication that is handled almost daily. The handshakes can be decisive, subordinate or neutral, depending on the hands being tied – the hand twisted, the twisted twist on the top dominates, and the bottom of the hand is subordinate while the hands are mutually neutral.
Face expression is generally easy to read but misunderstood.
- Smile is not a smile when one's eyes are not involved in the process.
- If anyone looks interested, but their eyes are masked – is it really as interesting as you think?
- The facial expression also indicates that a person is tired or unwell when he is very happy or sad for something and soon.
Sound and pitch
Sound and pitch levels can be an excellent indicator of their true thoughts and feelings.
Sound means how to use the voice and is filled with enthusiasm, arrogance, whining, asking, praying, and so on. And despite the actual recognition of words, it is able to tell what's going on here.
Pitch means it sounds loud, high or low. Higher pitch (compared to normal speech), the greater the emotion. This can be a positive one – with enthusiasm and excitement, for example, or negative – a voice that has been annoyed or angry.
The Speech Volume is also a good way to tell people's real feelings. The faster the speech is, the more emotions it is. This may be repeatedly enthusiastic or angry, and we must look for the gesture cluster. A person can speak normally, but if the fast speech level is accompanied by high pitch and aggressive body language, such as swirling armor – then the person is very likely to be upset!
How are Conflicts? They often occur when we let emotions get into the way or when we misunderstand someone. We accept a & # 39; negative listening attitudes & # 39; and obstacles that stop the communication process. In order for the communication to flow freely again, these limits must be recognized, removed or overcome.
Some communication barriers we met;
Not Watching – Customers or colleges who want to communicate with you are ignored and disappointed if you allow yourself to divert yourself. Not paying attention to the rough and unprofessional ones and stopping the communication process. As a result, you may lose a customer, complain about your manager, or lose your respect. Do not let it get confused – focus your attention on what I'm saying and really listen to your client or colleague. If you have to break the conversation to answer the phone or talk to another employee, you will forgive yourself.
Does not look at a person – It is very important to maintain a reasonable eye contact with the communicating person. It shows you paying attention and being interested. If you do not look at the person who speaks to you, it indicates lack of interest and is uncomfortable. They may think that you are not honest or trustworthy – you may want to hide something from them.
Interrupt – If someone interrupts a connection during a conversation, it is a major obstacle to good two-way communication and may cause conflicts. Again it indicates they do not care what they say. Including what they are saying to expose their own thoughts, or even worse, to finish their sentences to them, can not understand the needs and expectations of another person. Let them finish what they say. If, for some reason, we have to deal with the conversation, direct control if we are leading or closed questions that only allow short answers.
Creating Assumptions – Assuming you know what one wants, it can also lead to conflict. For example; just because a person wore a pair of jeans worn in his office and a shirt did not mean he could not pay for his products or services. Allow your clients and staff to report their needs without any request or driving.
Tone – The tune used during the conversation can start a conflict. Arrogance, demand, anger, or whining give you a voice that can negatively affect people. When dealing with your customers or collections, keep them in a friendly, relaxed and pleasant atmosphere. At least, if you feel annoyed, try to keep your voice in neutral.
Sarcasm – The sarcasm has no place in dialogue between two people, an open invitation to conflicts. There are times in everybody's life when you think, "If I ask a stupid question, I was shocked!" # but sarcasm with a silly question or comment is nothing more than hurting the other person and possibly their self-esteem. Often we forget that not everyone is familiar with our industry, in fact, with most customers, they know very little about industries, only those they work for. Forgive our customers or junior collectors, so let's ask questions. They have obvious answers – they are obvious only to those who know it. He shows patience and standing; is as easy and much more pleasant than a sarcastic or short answer.
Nonsense – There is no excuse for rudeness. Your respectful and courteous attitude on your part should prevent or destroy the antagonism that customers have done in your office. If you find yourself dealing with a client suddenly with what you simply can not get, self-pity is not the solution. Talk to your supervisor or head and ask for advice.
Cultural Differences – Cultural differences can be a source of many conflicts. If you deal with people of different nationalities and beliefs, you can easily misunderstand words, gestures, and customs. If you want to work great, it's a good idea to get acquainted with the most common habits of other cultures. Overall, however, people from all over the world, from all areas of life and from all religions, respond well to respectful and courteous behavior. Do not mess with the habits you do not understand. Handle all who you're dealing with, both for buyers and collections, with respect and doing well. This topic is described in more detail in Chapter 7.
We are returning to positive and negative listening attitudes – which one gets the desired results?
Proper Use of Communication
Now that you understand how basic communication works, it's time to look at how to communicate properly – choosing the right communication mode for the right audience. Starting with who you want to communicate with, select the appropriate method and level of formalization.
The method of communicating with collections and clients not only depends on the things being discussed, but also on some things like voice, sound, language and format used. Consideration is needed;
- How well do you know the person. Communication can vary greatly depending on whether you are familiar with the person you are talking to. Someone you know very well like a teammate or a long-term customer can be reliably informal and friendly with the first name, less formal in your voices and language, joke, etc. Use a more formal and professional approach with a less-known person. Although a young person may be called by a first name and making a joke, it is inappropriate to deal with a senior person in this way. Addresses and family names should be addressed; for example, Good Morning, Mr. Smith, unless they call you for anything else.
- Connect with them. Once again, when dealing with acquaintances, it is okay to adopt a friendly method, but with the customers, senior staff members, and thus the good reputation and status of our personal and organization depends on their level of expertise. It's a formal and polite way to deal with these people.
- Cultural considerations In today's world, it is not uncommon to deal with people from all over the world and from all corners of the world, so it's important to communicate their language skills in communication, especially from other cultures – do not use long, hard words. Use short texts that are easy to understand.
If you're constantly dealing with people from other countries, such as a hotel or an airport, then it's a good idea to know the forms of addresses or other habits that you can feel comfortable with. Például, amikor a japán emberekkel foglalkozik, gyakori bíróság, hogy rövid íjat adjon, vagy ha közel-keleti országokkal foglalkozik, ne tegyen túl nagy szemkontaktust, mivel ez tiszteletlen, és így tovább.
A kommunikációs készségek hatékony felhasználása lehetővé teszi számodra, hogy pozitív kapcsolatokat és kölcsönös bizalmat alakítson ki és tartson fenn munkatársaival és ügyfeleivel, és bizalmát keltse a te képességeid eléréséhez.
Source by sbobet
to get more information about what the client wants. There must be more listening than talking at this stage. Experienced questions give you a huge amount of information without having to say a lot. Here are some open questions. Open questions generally begin with the following words: when or replied with one or two words.
Mapping open questions provides a large amount of information that you can then process and narrow down for a particular product or service to the customer. Again, this practice takes something effective; you can ask the customer for a series of open questions like the one above. But that sounds a bit like an interrogation. He simply asked: What do you think? & # 39; it only uses a question, but it is likely to receive the same information. You also seem more empathic.
Clarifying Issues – Sometimes customer needs can be very complex, which makes it difficult to track exact needs. Other clients may be very uncertain of what they want. So certain points from time to time have to be clarified during the conversation. You ask questions.
You are asking the question of clarification to make sure you fully understand what you said or to get additional information from a certain point. For example:
These types of questions can be used in the initial stages of the meeting to fill in any deficiencies and get more information about a particular issue. Customers can explain that they want to equip air conditioning in all rooms in the house. You can ask a clarification question at this point to find out whether you want to use a bounce cycle or not.
Top questions – During a consultation, you will be at a certain point in time where enough information is available to compile a product or service proposal for your customer and talk at one end. You can do this by asking a leading question. The Lead Issue & # 39; lead & # 39; the client in the direction you want to go to – a commitment or firm decision. For example:
When we communicate with others, we encode a whole set of signals that either support words or show our ignorance (we do not mean what we say). These signs are visible & # 39; in many ways, including;