12.1 Communicating effectively
By way of introduction read:
Reading 12.1
Dwyer, J. 2002, "Customer relations and communications skills".
We have seen a great deal of improvement in the speed and the scope of communication. Over 150 years ago Napoleon hit on the idea of using semaphore telegraph - visual messages from as far as the eye can see - to gain a huge advantage over his opponents. He could send a message in this manner from Paris to Rome in four hours. That same message today would not take four seconds. Stop for a moment, therefore, and think about all of the tools that you have available for communicating with others, everything from the telephone to the Internet.
Developments in technology have changed the way we communicate and opened up opportunities for improving communication, for the transfer of information, ideas, feelings and understanding between people.
The speed of transmission of messages does not guarantee that the sender and receiver have interpreted the information the same. One cannot forget this if one wishes to service customers effectively.
In the electronic office sophisticated machines facilitate the information cycle. Regardless of how extensively we use technology, the starting point of the communication process or information cycle is always a person and the ending point is also a person. In the business world, a person who cannot communicate effectively will find it difficult to succeed. Communication skills are vital for dealing with customers, as well as in your day-to-day inter-office activities.
How often have you been confused during or after a conversation? Many people do not pay conscious attention to how well they are communicating, but most people recognise when communication has broken down. How often have you been involved in a conversation in which the speaker is using "jargon" or "language" from their profession or industry and you have had trouble understanding what is being said? The best intentions can be misconstrued because of poor communication skills. What you thought you said might not have been what your customer or your colleagues believed you said.
Whether the communication is verbal, hardcopy or electronic, it is critically important for the sender and the receiver to be speaking the same "language". Have you ever stopped to ask yourself questions like the following:
- Did my message get though to the person or the group?
- Did my customer really understand what I was saying? How could I have handled the situation differently?
- What steps can I take to improve my communication skills?
- What can be done to assist my colleagues to improve communications?
Fortunately, the ability to communicate effectively can be learned and many communication breakdowns and misunderstandings can be avoided. In this chapter we will consider the variables in the communication process, and assist you in developing the skills to communicate your message clearly. We will look at specific skills and strategies for improving customer service.
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