How many times have you been on the phone or at a client visit and have been misinterpreted in your communication?
Did you know that 93% of what you communicate and how it is received has more to do with HOW it is relayed than even the content? Often people let their bad mood, their fear or their frustration creep into the tone of their voice. So, no matter what they are saying it will be misinterpreted or at least fall on deaf ears. Many people don't say what they mean or what they want to say for fear of how the other person will react. Or, if they do have the courage to speak their truth, they don't do it in a clear and concise way.
If 93% of what we communicate is not in our words, this means that your tone, your body language, your energy and your mood can overshadow the CONTENT of what you are trying to communicate! And if your words aren't even So, on top of that, if you aren't being clear in what you are saying and how you are saying it is probably going to be impossible to get your point across to your intended recipient.
I teach my clients to not only communicate clearly, in their words, but in their attitudes as well! Here are some helpful hints that will put you in the driver's seat when you communicate with your clients (or anyone).
Listen. Don't be reactive. If you find that you are upset by something in the conversation, excuse yourself and gather your thoughts, calm down and call back. Take control of the call; don't be at the mercy of anyone else's upset or bad mood.
If you are having a "bad day", don't get on the phone or in front of clients unless you can shift your mood/energy. If you can't do this easily, get out of the office for a short time if you can, take a break and take a walk, read something inspirational, just clear yourself of that bad energy and then make the call.
If you find you are nervous or anxious about a call, then you will need to shift your mindset and write yourself a script or some bullet points that cover what you want to say. This is especially helpful for making cold calls.
Just remember that you learn from your mistakes and if only 7% of what you say is content, then you don't have to be perfect and know everything, but you do have to be up beat, clear, concise and cheerful to get to where you want to be.