Effective Business Communication with Customers

The meaning of communication is conveying your opinion and ideas or exchanging information in an effective way. It is essential to every business to have an effective communication to succeed. If you can communicate effectively you can achieve their jobs in a timely manner. As a freelancer that shine at communication will enable you to manage your project better and interact with customers well.

Fraction of efficient communication relies in your capability to be clear. When you acquire a project, do you communicate clearly your requirements? There are 3 things which drives, efficient and effective communication.

  1. You must make your message understandable by others.
  2. You must understand the plan the message sent to you.
  3. Some control over the flow of the communication should be applied.

A business communication is how you communicate in your line of work. It also has a part of human relationships. Often we lose our customers and never know the reason as why they have left; the reason caused them to become so dissatisfied with us. Retaining the existing customers who still cares about us or in what we do is the best opening to build a long-term business relationship. By starting a hard conversation, you have made the choice to resolve the situation as opposed to allowing it to escalate. We can adopt and plan the process using below steps for managing tough situations:

Keys to effective business communication skills

Identify the situation:

The very first thing is to observe what is actually happening. Need to articulate this observation without any judgement or personal evaluation. Identify what is the reason that is causing the situation. If you find yourself making a judgement (right/wrong, criticism/blame) please pause, make another attempt at considering the situation without judgement. Judgement stops the conversation in its tracks.

Open meaningful discussion:

Handle the subject objectively, openly and honestly. If you are finding difficulties with this, involve a mediator. Begin by making a short, clear statement of facts not opinions, stating what you want to discuss. This sets the scene for the other party and frames your discussion.

Tell them your desired outcomes:

If you want to get a resolution or if you have solutions inform them. They may be relieved to hear you say it.

State your case:

Using neutral, unemotional and objective language, explain the real effects this conflict is having on you. Be confident (not aggressive), precise and mean what you say. Be empathising with their situation, then position honestly how you feel. Are you concerned, worried, annoyed?

Gather information:

Now its oppositions turn to talk. This is not a time for take action, just listen with real empathy and without interrupting or becoming defensive. Then apply open and unemotional language to ask questions for clarification. You are trying to see the world from their perspective. The useful attitude here is one of curiosity as to how the other person perceives the situation and your behaviours. Make a note that you do not have to agree to the other person opinion.

Use two way communication

Give your comments and remember to ensure that proper reactions shown to minimize disagreements and dissatisfaction.

Employ a common channel of communication

Don’t let important messages to be wasted just because your language or medium cannot be deciphered the way you desire it to be by the target audience.

Effective business communication through body language

The truth is that in face-to-face communications majority of your message is actually communicated through your body language. Having an understanding of body language will help you be perceived better than others in a more professional way. It will also help you understand whether others are growing tired, board or angry when they interact with you. Some of the key essentials to look out for are,

  • Maintaining eye contact instills trust and begins rapport with other individuals. Be cautious of any cultural norms which may make you appear aggressive with some nationalities.
  • Your posture when sitting and walking is a reflection of your internal emotional states and attitudes. Slumping in a chair shows a non-professional side of you. Be keenly aware that how you sit, walk and carry yourself presents a lasting impression with others even before you open your mouth.
  • Give a professional and firm handshake, use the right vocal tones in your voice and do not exceed personal distance boundaries when communicating and dealing with others. These establish a rapport and level of comfort with others prior to starting into your verbal interactions.

An effective communication approach and related result can be achieved by focusing on your target customers need. Your goals are important to them, but only to the extent that they benefit out of it. So to begin with, discover their need and communicate your goals with their needs in mind.

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