EFFECTIVE COMMUNICATION, A GAME CHANGER

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Communication is not only about writing, speaking. It is about integrating, motivating, engaging, involving, and coordinating towards the best for all shareholders.

It is certainly one of the most important aspects in business (and in life). Having human beings interfacing each other, either personally or professionally, and guarantee their understanding and agreement is a challenge. Its success depends on your communication skills.

It is like a master conducting his orchestra. He has to make sure all the different musicians are playing together, organized, in the same pace and tone, respecting the score of the song. If one fails, the entire performance is impaired.

Whatever task you have, you will be communicating/interfacing with several different players and you must master with each one of them, otherwise you stand a good chance to fail and so will your task and everything else connected to it. 

One good or bad communication experience might influence heavily in the future of a relationship.

There are so many examples, which the communication was the critical point (to the best and to the worst). You must know how to address to different levels of people, to the ones who have all the time to listen or to the ones have only few minutes.

How many projects have been approved and were not the best ones? How many top-notch projects have been rejected because they were not well presented/sold? 

Independently of your technical knowledge if you do not have developed communication skills, not all the years of study will be enough to make you successful. It is hard to hear but the sooner you realize that the better will be.

Every company should have a strong focus and effort on the development of the communications skills of the teams. 

Although the leaders might agree with me, it is rare to see companies devoting time and money on making sure that their people master on communicating. 

Big mistake as people are raised in different environments, families and have different characteristics even coming from good companies or universities, with different understanding about communication.

Why do we have to communicate?

· To coordinate, integrate

· To clarify, solve, answer

· To motivate, engage, connect 

· To build

Towards the best for everyone.

With whom do we communicate?

· Customers

· Providers and Suppliers

· Authorities

· Teams, peers, high management

Making sure they are all following and working to the same goals.

How should our communication be?

· Assertive, objective, complete

· Honest, truthful, clear, transparent

· Win-win, empathic, answer/address everyone needs

· Frequent / Regular according to the urgency level

· Convincing, motivating

· Caring, polite, emotive

· Action and result oriented

· Know how to choose the proper language,  word and grammar

To demonstrate that you respect and care everyone and your goal to the best closing.

What should we do to be prepared and achieve the excellence in communicating?

As it is one of the most important pillars on business, you shall treat as such and focus on People, Processes, Policies & Procedures, Tools and Media. You will address all main aspects to guarantee outstanding quality standards, repeat-ability, high success rates and continuous evolution.

From people’s skills to roles & responsibilities, standards, autonomy, management, policies, systems. All to make sure your best.

It would not be smart if you downplay this discipline. Be thorough, you are dealing with human beings perceptions and motivation, which change every day.

I hope this article has called up the attention to this topic and helped you pave the Path to Excellence in Customer Support & Services.

April/19