When people click, communicating with one another seems effortless. But what happens when neither party seems to get what the other person is trying to say? You want to be able to state your opinion, share an idea or map out strategies with a client without the fear of being misunderstood. Here are some ways to ensure clear communication, and how you can get back on track when it isn’t.
Be Clear and Concise
What is the purpose of the phone call, the meeting or your email? Stick to the main theme; don’t digress. When communicating:
Be factual and straightforward – don't overload the listener with too much data all at once.
Jot down the main points you want to make – change the order, clarify anything that’s not clear, etc.
Get the facts right – any information you present should be correct.
What you want to say, either verbally or written, must be coherent – ideas and concepts should flow logically.
Never Assume
Just because you’ve been clear and concise, never assume that you and your client are on the same page. A pleasant non-verbal response, or a positive comment, or even an actual “yes” does not necessarily mean that you both share the same opinions, or that the client supports your suggested course of action. A popular technique is to quickly sum up the main points of the conversation, and then listen to the other person’s response or feedback.
Getting Back on Track
Most of us are able to recognize when miscommunication is occurring. It’s important that the situation doesn’t escalate or be unmanageable. If, after an explanation or clarification, the parties concerned still aren’t “getting it,” use these strategies to get back on the same page.
Be courteous – no matter how badly communication has broken down, avoid passive-aggressive comments, rudeness, hidden insults, etc.
It can be frustrating to have to explain the same concept over and over – don’t give into playing the blame game.
Don’t pretend nothing’s wrong – ask direct questions that will help you ascertain what happened.
Assure your client that they have been heard – state that you will take the appropriate steps to resolve the issue and then follow up.