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!
Relatiionship Killer Crossword Puzzle
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Special Help: Learn To Communicate With Even The Most Upset People and Customers
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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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Are you a muddled message sender?
How do people end up sending "muddled messages"?
Often people tend to focus on problems like lack of listening, or inattention when discussing causes of poor communication, neglecting the fact that if a message is muddled or confused in the first place, no amount of attention or listening is going to unmuddle the initial message.
People often send muddled messages - information that is structured in such a way that the other person will have almost no chance of understanding it the way it was intended. For example, throwing too much at the other person so that he or she can't figure out the point is one way messages are muddled. Being unclear about one wants to say, and not taking the time to clarify to oneself before speaking, is another cause of muddledness.
If you often find that people seem to misunderstand your intent or messages, particularly in face-to-face discussions, often look perplexed and often have to ask questions of you because they don't understand, start looking to the quality of the messages you send, and start slowing down and paying attention to what you say. The payoff can be enormous if you can unmuddle yourself.