Learning To Communicate Better

One of the most important requirements of any successful relationship is the ability to communicate effectively. That's the case whether it's a relationship between friends, romantic partners, or yes, a customer-merchant situation.

That really should come as no surprise since when you get right down to it, many instances of friction or contention in a relationship are the result of misunderstandings, which of course stem from improper communication.

Communication opens doors, strengthens relationships, and prevents friction

So if we all agree that communication is paramount, then how do we go about doing it better?

Don't Assume
There's probably no one left out there that hasn't heard the old "Don't assume" trope so that we won't repeat it, but the principle still applies. The problem with trying to second-guess what someone is attempting to say is that it's still just a guess, and many times the assumptions are wrong. Don't leave out anything from the conversation. Cover all the topics and leave out the assumptions.

Don't Just Hear, Listen!
A big part of effective communication is listening to what the other person is saying. Give them your full attention, and take into consideration non-verbal cues such as expression and body language. If you want a good trick for making sure that you heard someone correctly, repeat back what the customer said. That's usually enough to catch any errors ("No, I didn't say that, I said ... ").

The article "How Better Client Communication Can Make You a Better (and Busier) Contractor" emphasizes this point, noting that if your client isn't good at communicating, then you'll have to take up the slack and put in more effort.

Be Clear
This goes along with the no assumptions idea because clarity helps remove the temptation to assume. Speak clearly and be easily understood. Don't mumble, hem, or haw. Say what's on your mind, and that way the other party will have a better idea of where you're coming from. That being said ...

Be Polite
Make sure that you're courteous, civil, and not overbearing or domineering. It's easy to get caught up in what you're saying, and sometimes emotions can get the best of us. Don't give your customer a reason to be defensive and put up walls. Even if the latter is being a jerk, don't sink to their level; remains professional. Keep the high ground.

Be Honest
Most of us don't go into a business negotiation with the intent of lying, but it can be tempting to soft-pedal the truth or engage in lies of omission. That may sound harsh, but that's nothing compared to an angry customer who accuses a contractor or merchant of dishonesty by leaving out certain salient points during negotiations. Don't be that guy. Stay open and honest, leaving no surprises for the customer to contend with.

Keep It Simple And Straightforward
Finally, don't drown your listener in a sea of blather. Get to the point, and don't serve it up with unnecessary extras. It's a waste of time and just muddies the waters.

As the above-referenced article also points out, miscommunication leads to distrust. If you're a business owner, merchant, contractor, or freelancer, it's worth your while to foster trust and a good reputation by speaking your mind and communicating effectively. For additional insights into the art of communication, check out "Assertive Communication Styles: Important Points To Remember".