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Julie-Ann Amos is a professional writer and business consultant. She has over 14 books published in many countries. She runs Exquisite Writing, a large freelance writing agency that produces a wide variety of articles, web pages, website contents, books and ebooks for an international client base. Topic experts available for a wide range of subject areas. Find out more at http://www.ExquisiteWriting.com

Effective Communication

By: Lou Clark

The bare knuckled fight for the democratic nominee has me hooked! Not only am I fascinated by the race but I am also floored by the poor level of communication displayed by some of the candidates' communication staff. With a mixture of um's, err's, mumbled words, poor eye contact and closed body language I can only imagine the success they could achieve if they chose to communicate effectively.

Whether it is a job interview, a salary negotiation with your boss or the race for the White House - choosing to communicate effectively will ensure you are heard the way you want to be heard. Effective communication is not a reflex response so can be difficult to use but luckily it can be learned, practiced and mastered. This article aims to explain what effective communication is, why it is so important and also to provide you with 10 tips to effective communication.

I encourage you to read on, to continue to communicate effectively and to start to notice the difference.

What is effective communication?

On average, about 70% of our time is spent communicating, whether it is verbal, nonverbal or through listening, reading or writing.

In basic terms, communication is the transmitting of an idea or an opinion from one person or group to another person or group; an exchange of ideas. Effective communication is required to ensure the message is delivered, received, interpreted and acted upon in the way it was intended. Whoever you are office junior, CEO or stay at home dad, effective communication is key to achieving both your personal and professional goals.

There are two main elements to Effective Communication, assertive speaking and active listening.

Assertive speaking - To project yourself (verbally and non verbally) in a direct, confident and relaxed way, in order to be able to deliver your message, image or idea in the way that you meant it to be heard, whilst at the same time encouraging the audience to do the same.

Active listening - Utilizing empathy and respect to listen to both the content (verbal) and the emotional (non-verbal) elements of the message, idea or image being delivered in order to hear the message as it was meant to be heard.

Effective communication requires more than just words, it needs positive, direct and confident body language, facial expressions, pace, and tone of your voice to all add weight to what you want to say.

Professor Mehrabian of the University of California looked at how face to face communication is received by any listener. The research discovered effective communication is based around 3 main areas, with the content or words used only accounting for 7% of the whole message.

Impact of communication
Facial expressions / gestures / body language55%
Tone of voice38%
Content / words7%

Achieving Effective Communication

At school we are taught to read, write and speak appropriately. I am sure we can all remember a teacher telling us to 'be quiet' or the ever popular 'shut up and (listen)'. But the lack of formal training to listen, coupled with stress, deadlines and tension at work it is not surprising that we can go through our work and home life without properly listening.

We are often caught in a 'tug of war' scenario where more than one person is trying to speak at the same time, struggling for control of the conversation resulting in no-one receiving the right message. Tension is created, the conversation takes an adversarial tone and ineffective communication takes over. Effective communicators are aiming to achieve a 'see-saw' style interaction, where one person is the speaker and the other person is listener. This usually switches between the people involved as they aim to achieve the same goal - mutual understanding and collaborative working.

10 Tips to Effective Communication

Here are 10 tips for active listening and assertive speaking taken from my Effective Communication Toolkit.

  Eye contact and body language - There is no need to stare the speaker out but do retain an appropriate amount of eye contact so that the speaker can tell that you are listening. Without eye contact they might assume that you have switched off. As the speaker you want your audience to be focused on what you are saying and not on the fact that you are playing with something in your pocket or glancing nervously toward the exit. As a listener ensure you display a positive set of body language - an open posture, make encouraging non verbal gestures - such as nodding or smiling.

Tone and pace of your voice - Change the pace and tone of your voice to match the words you are saying. When you want to emphasize a specific point - speak with more urgency - maybe varying the pace and increasing the volume of your voice. This encourages people to listen to what you are saying as oppose to a monotone which might just send your audience to sleep!

Responsibility - Take ownership of your message and show you believe in what you are saying. Ensure you know your subject so you retain your confidence throughout - especially at question time. Speak in the positive - be relaxed, confident and direct - emphasize what you CAN do.

Direct and confident - The listener will be more open to any message being delivered if it being done so in a direct and confident manner. The message will be believable and the audience will be confident in what you are saying.

Solution focused - Your message will more likely be heard if it is positive with clear thought through solutions. Avoid apportioning blame or pulling up past challenges but focus on what can be done now.

Do your homework - Do some research before presenting or speaking to an individual or group you are unfamiliar with. This will ensure that your message is delivered in a way that is appropriate to your audience.

  The full message - As a listener note taking can help so you can keep up with what is being said and easily refer back for clarification. Take in the full message and remember that the words are only 7% of the overall message.

  Probing and open questions - If you are in anyway unclear as to what is being said, ask open ended questions. They start with when, where, what, why, who and how. These types of questions generate dialogue. Closed questions (questions that elicit a yes/no answer) are best used at the end of a funnel of open questions to gain agreement or acceptance of an issue or to lead to the end of a conversation.

Non-judgmental - Although the message you are listening to might not have your agenda at its centre, there are more positive ways of adding to this than casting your own judgment. Avoid judgmental statements in your feedback and caution the use of questions starting with 'why' as they can often carry a judgmental tone. As an alternative to 'why' use ' perhaps you could walk me through your thinking around…'. This invites the speaker to be more open.

Sharing relevant examples - Sharing a relevant example will encourage the speaker and might give weight to their message. Ensure you do not detract away from the speaker by putting your agenda first.

Lou Clark is a Life & Career Coach and founder of Être Coaching based in NYC. With a successful background in Human Resource Management, formal coach training & accreditation with the ICF, Lou is experienced in providing support and coaching through change. Visit Etre Coaching!

Just 'Talking'

Martin Haworth
Building relationships with your people is the most valuable action you can take.

This week, make the time to get to know your people better. Create spaces in your diary to have some conversations with them which will build rapport.

This makes a big difference if you are to build together as a team.

All business is built on relationships - even virtual ones where the only connection between a vendor and customer is virtual.

For most of us, face to face relationships are the order of the day, yet we find it hard to spend enough time getting to know the people we work with and who are so valuable to the overall performance of the business.

Here are six things you can do to start this off, to great effect:-

1. Plan time in your diary to just 'hang out' with your people. Let conversations go their way, not yours - yet be relaxed about it.
2. Find something that interests each and every one of your people personally, and listen hard to what they say.
3. Ask more open questions (what, how, where, who, when, why etc.) about their interest - especially about what they have told you.
4. Hold off talking too much yourself - especially your own agenda.
5. Don't be too preoccupied with 'business only'. If you build a relationship about their interests first, the opportunity to make business discussions stick will be all the more easy.
6. It's all about 'Just Talking' - remembering that the talking is not mostly done by you - but by them. And your job is to facilitate them.

Relationships are built to last this way - and from these relationships your opportunities to develop and grow comes.

Enjoy!

Copyright 2006 Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, www.coaching-businesses-to-success.com 
 "Used by permission of www.coaching-businesses-to-success.com"

Feedback is a Gift

 

Martin Haworth

Feedback is a gift - when done properly.

The very word strikes fear into the hearts of millions of workers every day, because the only time they get feedback is when it is delivered by a manager who wants to criticize - yet put a bit of positive spin on it.

Ever been there.

I know I have and it sets off that internal groan, because you know just what's coming.

Feedback is a gift - remember that at the start of this piece?

It can be a gift where used constructively, consistently and with goodwill.

It is available to all of us, all the time, whether we are a manager or an employee with a manager.

It is available two-way and when used that way is a valuable tool for developing everyone in your organization, department or team, however big you are, however small.

In fact personal self-feedback can be the 'holy grail' of development, where we get to be thoroughly honest with ourselves about how we are doing (and accepting self-praise when it goes well).

Back to others - how do we get feedback to work so that people really embrace it rather than run away from it?

Here are ten little tips to help you get the best from Feedback:-

1. Be Consistent!
   Be consistent and give regularly - be a model for others to observe and then do themselves.
2. Receive Feedback Yourself
   By personally asking for and receiving feedback you will receive much more you can use positively than to your detriment.
3. Value the Potential
   We get too little truth in our lives as managers. People are nice to us face-to-face and then talk about us behind our backs. Feedback opens up the loop.
4. It's About What, Not Who
   Feedback is about the behavior, and not the individual. It's saying that you do a great job and this time what happened in detail. What did you 'do', not who are you.
5. Lose the Criticism
   Always offer feedback and then, first ask them 'What went well?', and once you have given them time for that, 'What might you try differently next time?' And after they've said their bit, do it for them yourself. They will appreciate recognizing their own performance first.
6. Look to the Future
   Growth opportunities present when they see the possibilities and usually, they see them for themselves first. Thus ownership of a new solution in the future gives hope and excitement and evolution of performance.
7. Be Unconditionally Constructive
   By avoiding negatives and 'but' you will engage rather than put off. Your people will be with you rather than against.
8. Deliver Promptly
   The best time is in the moment, at the time or as close to is as possible. If you give your feedback at the first opportunity, you will find it is much better received.
9. Open Your Questions
   Ask discovery questions with ease - there is no falseness, nor discomfort. Indeed the use of this questioning skill binds the relationships they are so good at making. The 6 Wise Men do this best Who, What, When, Where, How and Why.
10. Provide Support
    Whatever the learning from this regular and consistent feedback you are using (two-way), there may be the need for ongoing support and coaching - be sure to offer it.

Feedback a much underestimated and much maligned business opportunity, ready and waiting for you right now
For more, checkout the Feedback page on the website, from which some of this information was taken. 
Enjoy!

Copyright 2006 Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, www.coaching-businesses-to-success.com

.

© 2006

Coaching Businesses to Success.
 "Used by permission of

www.coaching-businesses-to-success.com"

Delighting Customers

They are your lifeblood. And through Delighting Customers frequently and often, you will drive success to your business or organisation.

The key to understand here is that Delighting Customers is just that - it is more than satisfying, it is delighting them. Making their journey to you memorable. So, sorry, OK is not enough from now on - ever.

"Every business is built on friendship."
J. C. Penney

So, it is more, much more than creating a successful transaction. It is about a relationship that is far stronger.

Top Ten Things About Delighting Customers

Think of a time when you went 'Wow - that experience was something…'. It could have been a call centre, a store or at your doctor's receptionist. Sometimes, just sometimes, you get such memorable service you want more - and that place is special.

The very best places at Delighting Customers…

Have Confidence
They have people who are at the top of their game because they have the right training and use it in an enlightened culture.

Have Fun
By encouraging fun with each other, their people have fun with their customers and build happy relationships. This builds for the future.

Do More
By 'going the extra mile', their people show they care - not just superficially - but truly care for their customers

Put Customers First
No distraction gets in the way of being there for the customer. Great places have people who, come what may, have their customers needs first.

Empower Their People
In this way, their people are allowed to do anything that gets the very best outcome for their customers. They are encouraged to make sensible decisions to exceed the expectations of their customers.

Workaround Processes
They realise that whilst processes and systems are important, they are secondary to the needs of their customers.

Are Very Aware
They sense well. Meaning that they take in behaviours, words, moods and other signs to appreciate customer needs - in the moment; straight away, which strengthens the bond between them.

Follow Through
They do what they say they will do. Promises are always kept and everyone understands that as a given.

Respond to Feedback
And as the people are aware, they also pick up signals and signs. Where change is necessary, they respond urgently. They understand accountability and nothing slips by.

Treat Their Own People Very Well
In such organizations, their people are always treated well and there is a culture of trust and honesty. No one is ever blamed, though lessons are learned and in a supportive and generative way. This is reflected in their work with customers

Ten Ways to be Better at Delighting Customers

1. Empower Your People
   Give free rein to all of your people to do anything that makes your customer service special.
2. Don't 'Sell' - Offer Solutions
   Be flexible in your approach - sometimes don't make a sale. But offer solutions in the best interest of your customer. Be really nice people!
3. Do Something More
   And when you've offered the solution, do even more. One last act; one extra mile - think it through - let your people own their unique solutions. Trust them.
4. Be Interested in Them
   Listen well to your customers - get interested in what's important to them - even if it's not related to a sale. But do it very, very well with sincerity.
5. See Their Point of View
   Get to the bottom of what issues your customer has - and however challenging it might be, see their point of view - put yourself in their position.
6. Watch from a Distance
   Truly experience your customers journey in your business. Actually experience it! Call the call centre, pay at the till, observe the service standards - then get to the source of issues you uncover - the true source and fix it.
7. Bend the Rules
   Give your people license to include customers in bending the rules a little. Let your people 'cheat' your systems a bit, and let the customer in on it!
8. Fix Things
   When you are hearing or seeing things that are wrong, respond positively and quickly and let your customers know what you've done. Thank them for their involvement. Use complaints as a really exciting and positive thing to help you grow and improve - celebrate them! If it fits, reward them somehow.
9. Follow UP
   Keep in touch with customers - check if their products or services are OK and provide people who can help them if not. Profit in comes from repeat orders.
10. Open Your Culture
    Hear what your people are saying - ask them if they are happy - if not, what you can do to help them. Dissatisfied customers come from dissatisfied employees - only you, as the boss can make this better.

5 Simple Actions You Can Take Today!

Target three customers a day where you do something unexpectedly positive for them. Next step - find out from your people what they might do in this way.

Enable your people to make every possible customer delighted. Turn off the blame and fault buttons in your organization!

Talk to your customers and show real interest - ask them more about what turns them on - be very sincere - checkout Communication

Find out what irritates your customers and fix it fast. If you can, let them know.

Get to know what is getting in your people's way from Delighting Customers. Make the changes needed openly and be prepared to make changes in yourself first.

Read some great books like:-

"First Break All the Rules (especially Chapter 4 - Rules of Thumb - Rule 4) - this is a brilliant book anyway, so buy the thing! - Marcus Buckingham and Curt Coffman
"Delivering Knock Your Socks off Service" - Ron Zemke
"Customer Centered Growth" - Richard Whiteley & Diane Hessan

 © 2006 Coaching Businesses to Success.
 "Used by permission of www.coaching-businesses-to-success.com"

5 Simple Steps To Improve Your Customer Service Right Away

By Leonard Buchholz

There are so many things we try to improve Customer Service. And the most effective are the simplest. Read about 5 ways you can improve right now!

There are 5 Simple Steps that you can do that will make a difference in your Customer Service right away. Some of the Steps will seem obvious.

It’s just that we assume everybody has what is commonly referred to as “The Basics.”

I’m here to tell you…….WAKE UP! And smell the coffee before it’s too late.

Here are the 5 Simple Steps to teach that will make a big difference.

1. Teach them to SMILE. I know, it seems too simple, doesn’t it? Why would I need to point that out? It’s because I travel all over the country and consistently receive better service whenever I am Smiled at. And I can always tell when I am about to receive less than Average Service when I don’t receive a Smile.

In today’s faster, unfriendly and discourteous world it makes a HUGE difference.

It may not seem too scientific, that Smiling thing. Just try NOT Smiling to your Customers for a couple of days and see what happens. Understand this is a big part of the Perception. When people Smile at us, we perceive it to be a much better experience, even if it was mediocre.

I recently had a meal at a restaurant in Bellingham, Wa. that quite frankly, was average. It was not bad, it was not great, it was good. Average. However, if you asked me my Perception of that restaurant I would say it was Great! based on the interaction and Smile quotient that my waitress gave me. She was outstanding! Smiles will make the meal taste better and the Service sweeter.

2. Say their Name. It’s the most wonderful sound to our ears. Our Name. And when someone takes the time to learn ours, we feel really appreciated and will respond appropriately. Even in a quick Customer Service environment like fast food or dry cleaners, we will always return to a place that remembers our name.

It’s quite simple to do actually. Introduce yourself, and ask their name. It goes like this, “Hello, my name is Leonard, it’s a pleasure to meet you. Your name is…?” Whew, that was hard, wasn’t it? Here is the trick. Remember it by focusing on their name and either the color of their eyes or an article of clothing.

If you are in the restaurant business, introduce yourself, ask their name and when delivering their order, set it in front of them and say “Mary, you’ll really enjoy this dish.” Watch your tips go up.

3. Use Courtesy. Use those words you learned when you were little. They include “Please”, “Thank You”, “May I help you”, “How are you doing”, “Is there anything else I can do for you today”, “How did you find your service experience today”.

Courtesy also extends to actions, not just words. I worked at a dealership that emphasized things like walking your Customer to the item they asked about, cleaning the bathroom sink with a paper towel after using it and presenting the best possible face to the Customer along with other things that demonstrated their commitment to the Service Experience.

4. Ask for feedback from the Customer on the use of and experience of your Customer Service. Ask the right way. Instead of “How was our service today?” which will get you a “Oh, it was fine” kind of answer, ask “On a scale of 1 to 10 how would we score on providing Service to you today?” (It is the “Specific” question that gets results) You might get a lot more interesting answers especially if you ask the follow up question “Specifically, how could I make it a 10 in your eyes?” for any answer that is not a 10.

5. Invite your Customer to come back. The right way. It’s all in the presentation. “It was good to see you today, and I look forward to seeing you again. If for any reason you remember something we could have done better, call me at 111-111-1111 and ask for me personally.” If that is too long winded, say “My name is _____. Please ask for me when you come back.” You might even say “It was a pleasure to take care of you. Please come back and ask for me, ________.”

I read somewhere that the most complex questions we face in our society are often solved with the simplest of solutions. Here are 5 Simple Steps you can take right away.

Customer Service is not that complex. It’s a Simple Business. We make it complex.       

There is not a result unless you take action. This article is written in the hope that you decide what you would like to change and then taking action to make the change. If you like what you have read and would like to have more interaction to really have impact then email me at leonard@bizprotraining.com or call 760-529-5635.Leading Seminars in Leadership, Management and Customer Service since 2006.

Article Source: http://EzineArticles.com/?expert=Leonard_Buchholz

 

Self Discovery Steps for Coaching

Following these steps in a coaching or feedback session creates consistency and builds commitment to change and improvement.  Leading the representative through the process strengthens understanding.

• Purpose of coaching or feedback
  • I’m here to help you improve at (specific area).”
• Ask for CSR’s assessment of
  • “Do you remember this call?”
  • “What did you do well?”
  • “Is there anything you would do differently?”
• Offer feedback
  • “Do you want some feedback?”
• Re-cap
  • “I agree with you on the area you did well.” (Be specific)
  • “I agree with you on the area you could change.” (Be specific)
• Cover vital few
  • “I’d also like to address this.” (Be specific)
• Check for understanding
  • “Can you see why this is important?”
• Get commitment
  • “What are we going to do going forward?”

Using this type of system to allow your reps to be involved in their development will help you achieve greater results.