It’s easy to use "cookie cutter communication" when
delivering the same or similar messages time after time. How many times a day
are customers asking about billing questions, or inquiring about your products
or services? Oftentimes in dealing with customers, we not only deliver the
same message but we use the same style to communicate that message. One could
almost play a recording.
One communication style does not fit all. In today’s environment, it’s
critical to have the skills to build positive customer and co-worker
relationships. Being a good communicator means keeping people informed, even
when it's unpleasant to do so, in a way that's relevant to each person.
People respond differently to the way information is presented. In the course
of a workday, you will probably encounter four different behavioral styles. It
is much easier to quickly build trust and rapport if you can recognize these
styles and mold your form of communication to meet their needs.
Dominant
This person is typically decisive, strong-willed,
forceful, goal oriented and independent.
This person wants things done now and they want it done right! When
communicating with this person:
--Be well prepared and organized
--Get to the point quickly and limit details or explanations
--Be clear, specific, brief and to the point
--Stick to the point
Influencer
This person is enthusiastic, friendly, demonstrative and
magnetic. This person is very outgoing and often loves to be in the
spotlight. When communicating with this person:
--Allow plenty of time for socializing and chatting
--Provide a warm and friendly environment
--Convey energy in your tone of voice
Steady
This person is reliable, relaxed, modest, patient and
steady. This person enjoys a stable environment that fosters teamwork. When
communicating with a person:
--Begin with a personal comment to break the ice
--Provide reassurances and guarantees.
--Speak softly and use quiet gestures
Compliant
This person is conservative, careful, compliant, a
perfectionist and is neat. This person
is very task-oriented and quiet, and also enjoys details. It’s important that
they know the reasoning behind "why" a decision has been made. When
communicating with this person:
--Present a realistic picture
--Be well-prepared with facts and support information
--Take time to be accurate
Our communication goes way beyond our words. Our body
language, our attitude and communication style are critical elements to our
success. Every interaction with a customer or co-worker is an opportunity to
enhance your personal credibility.
Learning how to adapt your communication
style is easy and fun. Every time you interact with someone, practice active
listening to determine which type of communicator he/she is and then model
your communication style to match his/hers. This ability will help you build
positive relationships with co-workers and customers.
Measure-X
888.644.5499
www.measure-x.com
The Customer Service and Sales Experts for the utility
industry!
