|
|
|
Are You Satisfying Your Customers?
The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following: Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance. The US economy is...
Businesses Need to 'Rehumanise'
Big companies and corporations have lost the human touch. The question is, when will humanity catch on, or like robotic sheep will we do whatever the business shepherds tell us, no matter how bad we are treated? I am talking from firsthand...
How To Avoid Email Filters That Prevent Responsible Emails
Email is no doubt one of the most effective form of communication. Virtually anyone with Internet Access must have at least an email account. Email messages can be sent to anywhere in the world, to any email address, and cost almost next to...
PR Essential to your Success
Whether you are a business, non-profit or association manager, your success will depend, to a large degree, on how well you positively impact the behaviors of those outside audiences that most affect your operation. You need to create...
To Meet or Not to Meet…What are the Questions?
Meetings can be a total waste of time or a powerful and productive communication tool that solve problems, stimulate ideas, promote team spirit and generate action. The results lie totally in how they are run. Organized and well-managed...
|
|
| |
|
|
|
|
|
|
6 Communication Strategies
Distinguish yourself as an effective leader by applying these six communication strategies. In fact, these strategies are so powerful, they even work at home.
1) Avoid "Not." Negative talk encourages arguments, counter attacks, and attempts to solve your problems. It also creates a negative impression. For example, when you say, "I can't," you appear helpless and ineffective. Instead, talk about what you can do and what you want.
2) Deal with impossible requests by 1) acknowledging the request, 2) empathizing with the other person's feelings, 3) saying, "I wish I could fix it." and 4) suggesting a reasonable alternative." For example, imagine that you work at a resort and it is raining. A guest walks up to you carrying a golf bag, slams it against your desk, and shouts, "This place stinks! I spent thousands of dollars coming here and it's raining."
You respond by saying, "You're right it's raining. And I know how upsetting it must feel to travel this far and be stuck inside. I wish I could make it stop. In the meantime, you may want to visit our indoor putting center. Our golf pro is offering instructions this afternoon."
3) Deal with difficult requests by 1) affirming your willingness to help and 2) asking the other person to help you plan a solution.
For example, if your boss asks you to start another project, you could say, "I understand you want me to start a new project. And right
Flying Cars? Conveyor Belts? The Future Of I-95
When Interstate 95 was being built 50 years ago, high-speed roadways and high-tech cars were a fantasy of things to come. These days, I-95 commuters fantasize about simply being able to move. With smarter cars and sky-high roads, the future may just come to their rescue.
Craigslist Drops Adult Services Ads
The section on the website was replaced with a black bar that says "censored." A group of state attorneys general had asked the site to drop the section last month, saying there weren't enough protections against blocking potentially illegal ads promoting prostitution and child trafficking.
now I'm working on another project. To help me set my priorities, I wonder which one you want me to finish first."
4) When possible, offer choices that show the consequences of different options. This allows the other person to choose both the process and its impact.
For example, you can say, "That's a great idea. And there are different ways I can meet your request. We can use our existing supplies, which are free, or we can buy custom materials, which will cost $500. Which option would you prefer?"
5) Deal with complaints by asking the other person to describe a fair settlement. You can say, "What do you want?" or "What would you consider a fair solution to this?" or "What would make you happy?"
6) A smile significantly affects how you sound. It also makes you more approachable. When you frown, other people hear anxiety, caution, fear, and rejection. A smile (or at least a pleasant expression) encourages open communication.
- - - - -
Steve Kaye helps leaders hold meetings that produce results - fast and with everyone's participation. He is an IAF Certified Professional Facilitator, author, and speaker. His facilitation and workshops create success for everyone. Call 714-528-1300 for details. Visit http://www.stevekaye.com for a free report.
Copyright Steve Kaye - www.stevekaye.com
|
|
|
|
|
|