Feature Communication Articles
- Articles Index
- Become A Brilliant Conversationalist: Using Probing Questions Guide
- Credibility: Knowing The Difference Between "Understanding From The Outside" and Understanding From The Inside
- Finding The Sweetspot Between Overly Positive and Overly Negative
- Communicating With Or Managing The Overly Positive Or Negative Employee
- Are YOU A Social Media Bore? Probably!
- Why Is There So Little Questioning Used In Social Media Conversations?
- When The People Who NEED The Feedback Are The Least Likely To "Hear" It
- Why I Don't Thank People For Leaving Comments On My Social Media Content
- Gallery: Graphic Meditations On Verbal Abuse and Verbal Violence
- When And How Praise Can Be Toxic
- It's Not What You Say. It's What You Do NOT Say That Makes a Huge Difference with Conflict and Communication
- Focus On Communication In The 2016 Presidential Campaign
- Improving Communication Via The "Less Is More" Principle
- NEW Instructional Video: Delivering Bad News And Minimizing Backlash
Communication Topics
- COMMUNICATION HOME
- The Power of Language Tutorials
- Communication General Questions
- Assertive Communication & Listening
- Communication Styles
- Practical Communication Techniques, Tips, and Advice
- Communication That Creates Conflict - Eliminating Firestarters
- Communicating With Groups and Public Speaking
- Non-Verbal and Paraverbal Communication
- Social Media & Technology
- Communication, learning from goofs, gaffs, and oopsies!
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Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where...he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! (Macy in Oklahoma, 2013)
One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction! (E. Meehan, California, 2012)
Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool. (Lisa S. NJ)
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The right message and the right channel for delivery determine communication success.
What happens if I choose the wrong channel to communicate?
If you choose the wrong channels -- that is if the channels are not effective for the type of message and meaning you want to create -- you are likely to create misunderstanding, and even end up worse off then if you had kept the message to yourself. Not only does using the wrong channels impede communication, but doing so can cause mistrust in others, particularly about your sincerity and commitment to them.
Example: Let's say a departmental manager of 15 employees decides he wants to convey the message that he values their work and well-being. He has a number of ways and channels he can use to do this. He can walk around and talk face to face with his employees on a regular basis, wishing them good morning, and inquiring as to their welfare (that's one "channel"). He could send a memo out each morning wishing them good morning (that'd be another channel). Or he could send an email.
The question is "Which channel would be best for this message?" Walking around and talking face to face is the most "costly" in terms of time and managerial commitment, while the other two are not costly. But consider the reaction of employees. How many employees will get the meaning the manager is trying to send, if the channel is an automated email? Worse, how many employees will question the manager's commitment if he chooses an email channel to transmit a message that is clearly not suited to the channel?
That's just one example. The more emotionally loaded the message, the more thought has to go into HOW to communicate it, and which channels to use.