Why effective communication with clients is necessary?
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Regular and effective communication with clients is very important for the success of any business. Great communication skills are necessary because it shows that you are open and honest to address issues as soon as they arise rather than avoiding or prolonging important discussions.
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Why effective communication with clients is necessary?
- 1. Copyright © 2019 ONE BCG. All rights reserved. Effective Client Communication
- 2. 2 Copyright © 2019 ONE BCG. All rights reserved. • Flaws in Communication • Key Communication Skills • Importance of Asking questions • Effective Listening • Written Communication for Business • Powerful Statements while Communicating Agenda
- 3. 3 Copyright © 2019 ONE BCG. All rights reserved. • Not Truly Listening • Assuming You Know the Message Before the Person Finishes • Interrupting the Speaker • Using “you” Statements Instead of “i” Statements • Letting Your Emotions Dictate Your Response • Being Indirect • Misinterpreting the Message • Attacking Character Rather Than Behavior • Avoiding Difficult Conversations Flaws in Communication
- 4. 4 Copyright © 2019 ONE BCG. All rights reserved. • Active listening • Dealing with different points of view. • Understanding the benefits of a positive attitude • Awareness of how others perceive your Idea. • Using 'I' statements • Assertiveness versus aggression • Speaking style • Asking questions Key Communication Skills
- 5. 5 Copyright © 2019 ONE BCG. All rights reserved. Using a SWOT analysis to understand your business context. Key communication skills SWOT analysis can also help you understand your market, including your competitors, and predict changes that you will need to address to make sure your business is successful. It is also a particularly useful step in your marketing planning process.
- 6. 6 Copyright © 2019 ONE BCG. All rights reserved. • Open questions • Closed questions • Probing questions • Confirmation questions • Summary confirmation questions Using questions in a conversation
- 7. 7 Copyright © 2019 ONE BCG. All rights reserved. Generally, you will have most success when using a range of question types in a conversation. Using open and closed questions together can help you guide a conversation and encourage the other party to contribute. ● Open questions - questions which require a person to elaborate or explain, helping to build rapport and encouraging them to open up. For example, 'How has your business changed in the last few years?' ● Closed questions - questions which require only a short, specific answer, such as 'yes' or 'no', such as 'Are you happy with the proposal?' Using questions in a conversation
- 8. 8 Copyright © 2019 ONE BCG. All rights reserved. ● Probing questions - more targeted questions designed to develop a more specific understanding of the other party's view on a matter. For example: 'How could I change my offer so that this proposal will be a win-win for both of us?' ● Confirmation questions - used when you need to be sure the other party understands your message. 'What benefits do you think this proposal will bring to your organisation in the next year?' ● Summary confirmation questions - used to clarify your understanding of the other party's needs. For example: 'Could I summarise what you've just told me so I can check I've understood you?
- 9. 9 Copyright © 2019 ONE BCG. All rights reserved. Some types of question do not lend themselves well to business situations. These include: Question styles to avoid Destructive questions 'So you're saying it's my fault?' Leading or manipulative questions 'You'll have that done by tomorrow, right?' Multiple questions at once 'When will you want it? Or don't you want it? You can't get it anywhere else can you?'
- 10. 10 Copyright © 2019 ONE BCG. All rights reserved. • Active listening • Paying attention • Confirm your understanding Effective Listening
- 11. 11 Copyright © 2019 ONE BCG. All rights reserved. It's one thing to ask good questions - it's another to really take on board the answers. You can often be distracted by your own thoughts, feelings and opinions and so tend to hear what you want to hear or, more usually, what you expect to hear. • Active listening Active listening means paying attention to the speaker – both to verbal and non- verbal cues. For example, if you see them look down or appear uncomfortable in some way while saying 'That's all I can tell you at the moment' you might deduce that they are withholding information. Listening effectively
- 12. 12 Copyright © 2019 ONE BCG. All rights reserved. • Paying attention It is vital to make sure you don't let your attention wander. Important pieces of information can be missed if you are not alert and engaged. This can lead to misunderstandings later on, or possibly embarrassing situations where you appear to have forgotten something you have been told.
- 13. 13 Copyright © 2019 ONE BCG. All rights reserved. • Confirm your understanding Active listening should ultimately lead to a complete understanding of what another person has said. You can do this by feeding back to them, in your own words, your understanding of what they've said. It's usually a good idea to check your understanding regularly during a conversation. You can paraphrase or summarise: ● when the other party has provided a large chunk of information ● whenever something is unclear to you ● when moving to a new topic or area for discussion ● at the end of the discussion.
- 14. 14 Copyright © 2019 ONE BCG. All rights reserved. • Body language posture, gestures • Eye contact • Facial expressions Non-verbal communication
- 15. 15 Copyright © 2019 ONE BCG. All rights reserved. Body language Body language can back up the words you use and how you say those words, but can also betray your true feelings if you are uncomfortable in a conversation. • Posture - How you sit or stand during a conversation is important. Your posture should be open, with your body turned to face the other person whenever possible. Non-verbal communication
- 16. 16 Copyright © 2019 ONE BCG. All rights reserved. • Gestures - Simple gestures such as nodding your head and opening your palms can have a positive effect on a conversation. You can move your hands during conversation to convey a sense of animation about a subject, though be careful not to overdo it. Negative body language creates a negative impression and tends to impede progress. Someone glancing at their watch, playing with their pen and doodling during negotiations will come across as disinterested or uncooperative.
- 17. 17 Copyright © 2019 ONE BCG. All rights reserved. This non-verbal communication creates the impression of disinterest and may lead the negotiation to falter or break down. Other negative body language you should avoid includes: ● Clenched fists ● Folded arms ● Rolling eyes ● Shrugs and shuffles ● Imitation of the other person's actions ● Finger pointing
- 18. 18 Copyright © 2019 ONE BCG. All rights reserved. • Eye contact Looking people in the eye when talking to them is a good way to let them know you are listening to them and interested in what they have to say. Eye contact can also convey sincerity and confidence, which is often important in business situations. Not looking the other party in the eye can sometimes make you appear disinterested, nervous, or even shifty. • Facial expressions Our faces are extremely expressive, and often give our emotions away before we have a chance to say what we feel. It is important to try to keep your facial expressions positive during a business conversation. Smiling is very important - a simple, natural smile is known to help the other party relax during a conversation. As explained above, keeping eye contact is also a key to success.
- 19. 19 Copyright © 2019 ONE BCG. All rights reserved. Avoid negative facial expressions, such as: ● Frowning or scowling ● Glaring ● Blankness ● Sneering ● Pouting. Also consider... ● Learn more about developing leadership skills and different management styles. ● Read about how to improve your customer service. ● Find out about how to manage people through change.
- 20. 20 Copyright © 2019 ONE BCG. All rights reserved. • Formal language in written communication • Your personal relationship with the recipient • The purpose of the communication • Rules of writing formally and informally • Style and grammar • Choosing to an email or discuss on call Written communication for business
- 21. 21 Copyright © 2019 ONE BCG. All rights reserved. Simple yet Powerful Sentences while Communicating Situation Answer Reaction When you don’t understand something, say: “I don’t understand.” People will explain again. When you don’t agree with something, say: “I don’t agree.” People will respect your opinion. When you don’t want to do something, say: “No, thank you, I don’t want to do this.” People will find a way without you. When you want something, say: “Excuse me, can you help me with this?” People will be happy to give you support. When you like someone’s idea, say: “I like your Idea.” People will like yours too. When you know you did something wrong, say: “I’m sorry. That was my fault.” People will forgive you.
- 22. 22 Copyright © 2019 ONE BCG. All rights reserved. Thank You
Editor's Notes
- An effective communicator remains open and honest to address issues as soon as they arise rather than avoiding or prolonging important discussions. Using 'I' statements 'I' statements, rather than 'you' statements, often yield better results in verbal exchanges. For example, 'I need more information to make a decision' sounds much better than, 'You need to give me more information before I can make a decision'. The reason the 'I' statement sounds better is that you are saying what you need rather telling someone what they should do.
- Using 'I' statements 'I' statements, rather than 'you' statements, often yield better results in verbal exchanges. For example, 'I need more information to make a decision' sounds much better than, 'You need to give me more information before I can make a decision'. The reason the 'I' statement sounds better is that you are saying what you need rather telling someone what they should do. Assertiveness versus aggression Assertiveness (often through the use of 'I' statements) is stating what you plan to do. Instead of coming across as hostile, you are making a statement about something you feel or perceive. Aggression is completely different and is usually perceived as hostile or unfriendly behaviour. It often uses the word 'you'. People can become unhappy when you tell them what to do. Even when talking to employees it is wise to soften language when asking them to perform tasks, as they are likely to respond better to requests than orders. Consistent assertiveness shows others that you're confident and open to suggestion, but won't be taken advantage of, leading to a mutually acceptable outcome. Speaking style Speaking style means the tone, pitch, accent, volume and pace of your voice. The same sentence can be conveyed, and understood, in entirely different ways based on the way in which it is said. People you speak to can be motivated by a positive speaking style, just as they can be put off by a negative style. You should always try to speak with a positive voice - avoid monotone responses, or talking too quickly or slowly. Be as clear as possible, and try to engage the listener, as this is far more likely to promote the response you are after than if they leave the conversation deflated. The more you can find out about a person's needs, wants, interests and situation, the easier it is to reach win-win outcomes. You learn more about people by asking them the right questions and by taking the time to listen to their answers. People also tend to respond well when they feel their opinion is being sought genuinely by another person, particularly in a business situation where conversations can have important consequences for both parties.
- Keep your SWOT short and simple, but remember to include important details. For example, if you think your staff are a strength, include specific details, such as individual staff and their specific skills and experience, as well as why they are a strength and how they can help you meet your business goals. When you finish your SWOT analysis, prioritise the results by listing them in order of the most significant factors that affect your business to the least. Get multiple perspectives on your business for your SWOT analysis. Ask for input from your employees, suppliers, customers and partners. Apply your SWOT analysis to a specific issue, such as a goal you would like to achieve or a problem you need to solve, rather than to your entire business. You can then conduct separate SWOT analyses on individual issues and combine them. Look at where your business is now and think about where it might be in the future, as well as where you would like to be. Consider your competitors and be realistic about how your business compares to them. Think about the factors that are essential to the success of your business, and the things you can offer customers that your competitors can't. This is your competitive advantage. It's useful to keep these in mind when conducting a SWOT analysis. Use goals and objectives from your overall business plan in your SWOT analysis.
- Written communication for business Much of the business communication you engage in will involve letters and emails. Although there is less need to think on your feet as with a conversation, writing well for business is no less important if you want your business relationships to last. Many of the skills required during conversation can also be applied to written communication, such as the need to ask questions and use the right tone. You should be clear in what you're asking or saying to another party, particularly if your written communication requires follow-up actions. Formal language in written communication Using the correct level of formality in your written communication can be crucial. Factors to consider include: Your personal relationship with the recipient If you have not met the recipient, or your meetings have been in only formal, business settings, it is sensible to continue to remain formal in letters and emails. If you have already struck up a rapport with the recipient you can be more informal, but make sure you keep the communication focused on the business at hand. The purpose of the communication If you are, for example, following up a transaction to check that a client is happy with their purchase, you should not need to be as formal as if you were making a complaint or communicating with someone for the first time. Note that in some situations emails can quickly move back and forth between parties. It is important to gauge the tone of each email carefully. If the other party moves to a more informal style while you remain rigidly formal, you may miss the opportunity to encourage a more informal and cooperative relationship. Equally, being overly informal too soon can be seen as disrespectful in some circumstances. Rules of writing formally and informally Some general rules for writing in each different tone include the following: Formal writing avoids contractions such as 'you're' and 'won't'. Informal writing can include more colloquialism and slang, such as 'loads of' in place of 'many'. Formal writing is less likely to use abbreviations, preferring 'television' to 'TV' for example. Informal writing is more likely to use short, simple sentences, while more formal communication prefers longer sentences and complex expressions. It is safe to apply the rules of conversation to writing. Generally, you should probably be more formal in written communication than you would be in a conversation. Choosing to send a letter or email Letters are becoming increasingly rare in the business world due to the speed and ease of email communication. You should only send letters if there is a specific need to do so, such as the recipient has indicated they do not like using email, or they do not have the means to communicate electronically. Alternatively the situation may require a letter, but you may be able to attach it to an email for fast receipt. It is normal to use letter conventions such as 'Dear…' and 'Yours sincerely' in emails, though the latter is increasingly being substituted with 'Kind regards'. Style and grammar Make sure you check your writing and correct any spelling or grammar mistakes. This is particularly important when writing emails. In an age of automated spelling and grammar checkers it is more unforgivable to make such mistakes. If you are unclear on the spelling of any words there are many online dictionaries you can use. Remember there can be differences between Australian spelling and spelling used in other countries - you should make sure to use Australian spelling in all your written communication. Also consider... Read more about doing business globally.