Business Communication
Not long back, I used to work for a wonderful organization which was found and run by some amazing people. Their Tag Line would probably bear the best testament to their thinking and business sense. It is “Clarity Inspires Action”. And indeed it does!
And how is clarity achieved and ensured? One might ask. The simplest yet most accurate answer to that is “communication”. Communication is not about using the best vocabulary, it is more about using the appropriate words and sending out clear, precise messages. But that’s not all. We communicate with human beings and these creatures tend to have emotions, which in turn turns rationale over its head a lot of times. So, in the real world, communication takes a little deeper meaning.
Like in every aspect of human interaction, communication too is highly dynamic and situational. Still there are a few guidelines that would help one to build, maintain and enjoy wonderful relationships with the client/ customers through easy and good communication.
1. Show you truly Care
The initial impression of your customer that you care and are here to solve the problem is very necessary for the customer to be relaxed and composed. Unless the customer is not at a composed state of mind, any communication is going to be difficult. Hence, be genuine and sincere in displaying a caring and willing attitude.
2. Listen, attentively and actively
Imagine talk to a person who is listening staring at you stone faced and without any response. He/ she might be listening to your every word but you get the feeling of talking to a wall. When listening attentively, it is also important that your customer is aware that you are listening. This can be done, without interruption, either via a nod, or an “I See” if over the phone. You could even paraphrase the statement to ensure that both are on the same page.
3. Do not interrupt unless absolutely necessary
The Titanic radio operator had interrupted a transmission from a neighboring ship and asked them to “shut up”. In doing so, he prevented the ship from sending the Titanic an iceberg warning. Be careful of interrupting others. They will be especially upset if they are trying to explain a problem. If you absolutely have to interrupt, at least cut to the chase and tell the person what you think his/ her main idea/problem was.
4. Have your facts right and be confident without pushing
Be organized in your communication. If you are not organized in your thoughts, you would not be able to send an organized, clear and precise message across. A little homework and a little anticipation can make an exchange a lot fruitful and satisfying.
5. Pushbacks are good, when justified
Are you really, really confident that you are right and the client is walking blindly into a landmine and not even realizing it? If that’s the case, then it is your duty to push back. But be explicit about why you’re disputing someone’s opinion. I go to great lengths to explain why I disagree with a client. Often, the very act of exposition shows that you care enough to spend your time and resources to get to the root of an issue. It shows that you’re coming from a place of expertise and experience, not simply looking for control.
6. Technical problems involve emotions
When customers have a technical problem (for example, they're having trouble printing), keep in mind that they'll almost always have an emotional reaction as well. Those emotions can range from simple annoyance to outright panic, depending on the importance of the document and the time element involved. I'm not saying you have to be Dr. Phil, but it's important to acknowledge and recognize these emotional reactions. If all you do is solve the technical problem and walk away, chances are the customer will still be upset.
In these cases, simply saying something like, "Pain in the neck, isn't it?" or "I hate when that happens to me" can help the customer feel better about the situation and possibly feel more positive about you
7. Be sensitive to differences in technical knowledge
Chances are, your customers have less technical knowledge than you do. Be careful, therefore, when explaining things to them. If you use acronyms, be sure you identify what the acronym means. The same acronym can mean different things, even in an IT context (for example, ASP can refer to "application service provider" or "active server page"). Be careful that you don't make two opposite mistakes: either talking over their head or talking down to them. Keep your eyes on customers when you talk to them and be alert to cues indicating that they don't understand. Ask them whether they understand what you're saying, if necessary.
8. Use positive statement and ask positive questions
Suppose you say to a customer, "You don't have Word installed?" and he answers "Yes." What does he mean? Yes, you're right, Word is not installed? Or yes, he DOES have Word installed?
Asking a negative question creates confusion. It's clearer if you phrase the question positively (e.g., "Do you have Word installed?") or ask an open-ended question ("What applications do you have installed?"). If you must use the negative, try a question such as "Am I correct that you don't have Word installed?"
Your customers are more interested in your capabilities than in your limitations. In other words, they're interested in what you can do, rather than what you can't do. The way you say things to them influences how they perceive you and your department. You, as an IT department or individual, can be seen as a roadblock or you can be seen as a partner. So, for example, instead of saying, "I can't help you unless you log off," consider saying, "Please log off so that I can help you." Your statements often will be easier to understand as well.
9. Anticipate – Objections and reactions
In his book The Art of War, the ancient Chinese author and strategist Sun Tzu said, "If you know the enemy and you know yourself, you need not fear the result of a hundred battles." Apply this principle when communicating with customers. In particular, try to anticipate the objections your customers will have to your message and address those objections.
For example, suppose you're sending out a directive regarding the downloading and application of Windows updates. Suppose further that you have customers who know enough to be dangerous. Such a customer might think, "Well, I'm current in my virus definitions, so this update is unnecessary for me." Your communications with such a customer will be more effective if you anticipate and address that issue. Consider, therefore, a sentence such as, "This Windows update is necessary even if your virus definitions are current."
10. Keep customer informed
The area where I once lived, Bangalore, has a large presence involving the production of mushrooms. While they are growing, mushrooms are kept in a dark building and are covered with fertilizer.
Your customers will become upset if you treat them the same way. Keep them informed of developments involving them, particularly with regard to technical problems and outages. In particular, keep them apprised even if nothing is going on. For example, let them know you've contacted the vendor but still haven't heard anything back. No news is still news.
If a customer leaves you a request via voicemail or e-mail, let the customer know you received it, even if you are still in the process of handling it. Doing so gives the customer one less matter to worry about.
When a problem is resolved, let the customer know that, too. Nothing is more frustrating to customers than finding out that they could have been working sooner if they had only known.
11. Use examples and analogies
A good way to explain a technical idea is to use an analogy. Though they have limitations, analogies are helpful in explaining an unfamiliar idea in terms of a familiar one. One of the best analogies I ever heard compared a firewall to a bank teller. When you enter a bank, you don't just go into the vault and get your money. Instead, you go to a window, where the teller verifies your identity and determines that you have enough money. The teller goes to the vault, brings it back to the window, and gives it to you, and then you leave.
12. Introduce
Be sure to have a small introduction statement if you are initiating the conversation. This should not be more than 30 seconds and should convey how your product or service solves a problem for your target audience.
For example: Have you ever gotten completely lost on a website because the navigation was inconsistent, confusing and disorganized? What I do is redesign websites for small-business owners who need a stronger, more coherent online presence. By learning as much as I can about the company, I create a strategic plan for reinventing an existing website to be more functional and user-friendly.
