Linda Finkle asked:
Effective business communication requires us to keep asking questions. What do I mean by that, and why do I say it? Because most of what goes awry with communications is that people make assumptions. You tell me to do something-for instance, contact the customer and let them know the status of the project. Without asking any questions, I assume you mean to let them know by whatever means I want and any time this week that fits into my schedule. So I make myself a note to handle it tomorrow by sending them an email. Later today, the customer calls you, irate because they don’t know the status. You call me (or worse yet, send me a nasty email) and ask why I haven’t contacted the customer.
See what I mean? Now let’s replay this conversation. Again you ask me to contact the customer. Instead of assuming, I ask, “By when do you need me to make contact, and do you want me to call or email? Is it OK to leave a message if I get their voice mail?” Now I know exactly what you want me to do and when, which ensures we have effective business communication. By effective, I mean that I know what you want, I understand what you mean and I can meet your expectations or at least counter-offer with another way to handle your request.
If we keep asking questions we will ascertain whether we understand and will not make assumptions. Assumptions kill communication. Sales people are taught to ask lots of questions. I’ll bet that the most successful sales people ask tons of questions and assume nothing. What if organizations taught that same skill to everyone, not just the sales people? Think of how much more effective business communications could be if assumptions were eliminated and questions were asked for clarification and understanding.
If you want to hone your communication skills, the first step is to learn to just keep asking questions. You’ll be amazed at what you learn. Oh, by the way, if you adopt this practice in your personal life as well, you’ll find the misunderstandings with others are reduced and a whole lot of frustration is eliminated. This week, ask more questions and see what happens.
Breadmakers and Bread Machines
Effective business communication requires us to keep asking questions. What do I mean by that, and why do I say it? Because most of what goes awry with communications is that people make assumptions. You tell me to do something-for instance, contact the customer and let them know the status of the project. Without asking any questions, I assume you mean to let them know by whatever means I want and any time this week that fits into my schedule. So I make myself a note to handle it tomorrow by sending them an email. Later today, the customer calls you, irate because they don’t know the status. You call me (or worse yet, send me a nasty email) and ask why I haven’t contacted the customer.
See what I mean? Now let’s replay this conversation. Again you ask me to contact the customer. Instead of assuming, I ask, “By when do you need me to make contact, and do you want me to call or email? Is it OK to leave a message if I get their voice mail?” Now I know exactly what you want me to do and when, which ensures we have effective business communication. By effective, I mean that I know what you want, I understand what you mean and I can meet your expectations or at least counter-offer with another way to handle your request.
If we keep asking questions we will ascertain whether we understand and will not make assumptions. Assumptions kill communication. Sales people are taught to ask lots of questions. I’ll bet that the most successful sales people ask tons of questions and assume nothing. What if organizations taught that same skill to everyone, not just the sales people? Think of how much more effective business communications could be if assumptions were eliminated and questions were asked for clarification and understanding.
If you want to hone your communication skills, the first step is to learn to just keep asking questions. You’ll be amazed at what you learn. Oh, by the way, if you adopt this practice in your personal life as well, you’ll find the misunderstandings with others are reduced and a whole lot of frustration is eliminated. This week, ask more questions and see what happens.
Breadmakers and Bread Machines
Tags: Clarification, Effective Business Communications, Email
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