Best Practices on Communication
Face to face meetings are the most preferred way to interact with a client or colleague. In the theme of communication, here are some tactics that will improve your ability to understand and resolve workplace situations.
For each method there is a note added in brackets that helps you understand what method works in that situation. Sometimes they work in all interactions other times they can be used for face to face interactions (F2F), or a phone call (P).
Part 1: Communicating Effectively with a Client:
1. Understand the client’s needs (All Interactions)
2. Be a good listener (All Interactions)
- Don’t interrupt your client
- Maintain eye contact and take short notes where possible
- Nod your head gently and/or smile (if appropriate)
- Try to rephrase what your client says to ask follow-up questions.
3. Provide clarity for your client (All Interactions)
- Use language that the client will understand.
- Be clear on what you are doing at any given step, the results you expect, and why you are doing it.
- Explain if work is being delegated to subordinate or colleague
4. Document every interaction with the client (All Interactions)
- Any interaction you have with a client should be documented: face-to-face, phone calls, voicemails, text messages and emails
- Send confirming note/email about your understanding of the agreement(s) reached during the interaction
Part 2: Interacting with Clients:
1. Remain professional at all times (All Interactions)
- Don’t be overly casual
- Always double-check your grammar and spelling
- Ask about your client’s personal life if they reveal any details, but don’t pry or get too overly familiar with the client.
- Say polite and appropriate comments
- Avoid polarizing or inappropriate topics
2. Be Proactive: (F2F)
- Don’t wait for your client to call you with news that affects them, break that news to the client, and your client will recognize your value.
3. Respect your client’s time: (All Interactions)
- Don’t call your clients for idle chit-chat (P)
- Don’t overload client with emails or voicemails. Allow them time to respond. (All Interactions)
4. Ask your client for their thoughts and opinions (All Interactions)
- Acknowledge and respect the client’s opinion.
- Avoid telling a client he/she is wrong as it will make them defensive. Instead, ask questions like “Have you considered…? Or “What if …. Happens?”
- Ask a client if they understand the actions being taken and whether or not they agree with the tactic being used.
-
5. Pay attention to body language (F2F)
- Take note of both your client’s body language and your own.
- Leaning back can be seen as arrogant, while leaning forward is seen as aggressive.
- Crossed arms across the chest can indicate feeling defensive or resistant.
- Fidgeting is a sign of nervousness or irritation.
6. Be aware of your tone and demeanor (F2F)
- Make sure your tone matches your facial expression
- Check that your tone also matches the words that you’re saying.
- Be sure to smile when you talk, especially over the phone. (P)
-
(Notes taken from: www.wikihow.com/Talk-to-a-Client, by Michael R. Lewis Published May 13, 2019)
When conversations need to be conducted face to face but you’re unable to meet or address a situation in person, a phone call is the next best option. Email is an easy way to bring up issues with a project or performance problems, but it will not be as clear and controlled as a phone call. Here are 6 reasons why a phone conversation is better than sending an Email.
1. When emojis aren’t enough to convey tone
Emails are poor at conveying a writer’s tone and context.
Even the best typed email messages can be misinterpreted. In contrast, the back and forth dialogue of a phone conversation gives you the opportunity to communicate beyond your words. The tone and rhythm of your voice indicate both meaning and emotion.
2. When you want to get things resolved quickly
Do not opt for a phone call for every single item that you need to communicate. Instead, be strategic in using phone calls for urgent or time-sensitive matters.
3. When you don’t have the clarity to send an email
Emails can be a challenge in conveying a clear message. If vocabulary is limited or you must give quick instructions a phone call can be in easier solution.
4. When you want to build camaraderie
Phone calls are a way to build better rapport.
Phone conversation adds layers of information in an interactive dialogue. Camaraderie is deeply tied to the transfer of emotions, and phone conversations can do a much better job of that than emails.
5. When you expect there will be questions:
Volleying emails back and forth on an issue is not very efficient.
Consider situations where there is ambiguity or when you predict that clarification will be needed.
6. When it’s personal or sensitive:
When you lose so much auxiliary information in an email, you can best handle discussion topics that are sensitive, personal, or potentially negative in a conversation.
(Notes taken from www.ooma.com/blog/6-reasons-conversation-better-email/, by Ken Narita, Published June 7, 2018)
Once again people respond best with personal interaction. To build a good relationship with a client or employee a Face-to-Face conversation is key.
|
|
