The Art of Effective Communication

The Art of Effective Communications

Communication and active listening are the key to success in business and relationships. Asking questions and engaging in active listening will provide you with all the information you need to know in a relationships or about your customer and their WIIFIT – What’s in it for Them. The more effectively you learn to communicate the higher your rate of sales closure and success will be.

Before you pick up the phone to make that call or meet with a customer ask yourself these questions and have the answers prepared and practiced.

1. WHAT DO I WANT TO HAPPEN AS A RESULT OF THE CONVERSATION OR MEETING.
Envision, clearly and specifically, the desired outcome of your conversation. What result are you seeking? Do you want the other person or both of you to take some specific action? Be sure you know exactly what you want accomplished and when. Do you desire to better understand where they are coming from? Do you want to put an end to a specific behavior or situation? Know precisely what it is that you want to accomplish and guide the conversation toward that specific course of action.

2. WHAT IS THE MOST IMPORTANT MESSAGE I WANT TO CONVEY? 
 In most situations, you’ll need to explain the “why” behind your request. Why is your request? Why do you want the other person to change a specific behavior or take a particular action? Why they should buy your product or service. Restrict your reasons to the most important factors. The more succinctly you can explain your points, the more likely it is that you will reach a successful outcome. Resist the temptation to bring up secondary issues that aren’t truly essential or relevant to what you are trying to communicate. Otherwise, the other person may be distracted, and the conversation may never get back on track-leaving you frustrated and unsuccessful.

3. AM I FOCUSED ON CONTENT OR EMOTION? 
Any issue of importance to us will naturally involve strong feelings. Emotional communication is usually counterproductive.  If you use high pressure tactics or the customer can sense you are desperate, you will likely sabotage the success of the conversation. Practice speaking in a neutral tone, so you build bridges for open communication rather than building walls that will make the other person defensive. Stay focused on the content and facts that support your request. Remember to be clear about what you want through the content of the conversation. Make sure you cover the key points that matter to the customer. Answer their questions and concerns. Always provided value and superior service.

4. WHAT IS THE RIGHT TIME AND PLACE? 
 Be sure you choose the optimal time and place for your conversation or meeting. The best times to meet with customers are Tuesday-Thursday.  Make sure you are succinct and to the point and you don’t waste their time. Always arrive early for an appointment, be flexible and always stick to the time allotted for the meeting. Reschedule a follow-up meeting or conversation if necessary.

5. WHAT IS THE OTHER PERSON’S PERSPECTIVE? 
You may feel passionately about what you want but be sure to consider the other person’s wants and needs as well. During the course of the conversation, ask for feedback. Be sure to listen rather than plowing ahead with your agenda. Ask questions to be sure you understand the other person’s thinking. Remain open to alternative suggestions, but don’t lose sight of your goal. Once you understand the other person’s perspective, use that information to settle on a mutually agreed outcome and bring closure to the conversation or the deal.