Tips for Effective Communication

The ultimate purpose of communication is to ensure the message you want to deliver is received by the listeners. Therefore, it is what they hear that counts and not what you say that counts.

Here are some tips that you can make communication effective.

1. Be There! Listen carefully then only response.

Listen carefully and digest the message, then only response. Even though you know the answers, still let the speaker complete the message, and give it some thoughts, then response.

Why? Your slightly delay in response makes people feel that you’re thinking and digesting, rather than reacting without thinking. Furthermore, many a time, you will find that the question arisen may be different from what you’d thought!

2. Ask if you’re not clear. Repeat what you’ve heard.

One way you can ensure that what you’d heard is what he/she said is to repeat what you’d heard. This will minimize miscommunication. If you’re not sure, please ask. Asking is to show your concern. It does not mean you’re stupid. 

3. Change the way to express “No.”

Here is a vivid example. A lady had a fixed deposit (FD) in a bank. She called up the bank and asked if she could make early withdrawal of her money. The bank officer said, “No! How can you withdraw the money before it is due!” She immediately felt insulted.

The same person then called up another bank who she also had FD. The bank officer, after hearing to her request, said, “Yes! You certainly can withdraw the money. However, I would like to remind that this will make you lose the interest. Is that OK for you?”

Now, the lady has all her money put into the 2^nd bank.

Please compare the case above. Why the 2^nd  bank officer won the customer? Instead of saying “No”, she passed back the rights of making decision to the customer.

Can you link this to your customer service experience?

4. Add values to your conversation.

The bottom line of service industry is to add value to the customers. If your communication can add values to people, they will not forget you.

By sharing an experience, giving a genuine and sincere greeting or praise, can significantly make people’s day. 

5. Positive Mindset – change “I cannot …” into “How can I …”

Before year 1953, it was believed that nobody could run one mile within 4 minutes. The UK athlete Roger Bannister broke the record. Guess what? Just a few days later, athletes worldwide continuously reported that they could also break the record.

Why? People tend to use “I cannot…” as an easy way out to challenge. (Going below the line is easier than climbing up.)

When you start asking “How can I…”, you trigger your solution system in the brain to dig out the possibilities. 

6. Your words reveal your inner world.

Your listeners don’t know your condition. Please avoid mentioning “Today I am sick…”, “I am short of sleeps…”, “I am busy…” to your audience. All these statements mean that you’re finding excuses for your poor presentation.

With point 4 in mind, even you have similar opinion with other people, don’t start your words with “My opinion is the same as …”. This shuts down people’s ears from receiving your message.

Instead, show a variation or adding a little bit new element. 

7. Make People Easy to Refer.

For email communication, SUBJECT is the most critical part. Make it meaningful and easy for people to check back!

For example, you’re sending a BNI leadership meeting report to your director. Instead of putting “Meeting report”, why not make it more specific, like “[BNI Dynamic Chapter] Leadership Team Monthly Meeting Report 2009-07-04”. Your email recipients will be impressed by your small but considerate action.

Always remember the famous quote: “People don’t care how much you know until they know how much you care.”

Let’s raise the bar!

Knowing is not enough; we must apply. Willing is not enough; we must do.
--Johann Wolfgang von Goethe