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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Silence can be your friend in conversations
How does discomfort with silence in conversations interfere with communication?
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We live in a noisy society, surrounded by external sounds, and many of us have become so accustomed to noise that we feel uncomfortable when there is a lack of sound, or, in conversation, when nobody is speaking. Many of us are quite simply, uncomfortable with silence, and that's one reason why a lot of people have a television on, or radio, even when they hardly listen to it.
The problem is that when talking or listening, silence is helpful to allow both people to think. Understanding does not come automatically, but requires at least some degree of thought. A conversation with no gaps or silences doesn't allow people to process the information. What may be even worse is that when we've become so uncomfortable with silence that we tend to prepare what we want to say while the other person is still talking, so as to fill in the anticipated gaps. That means we aren't listening.
When communicating to groups, silence may be even more important, and it's common for less skilled public speakers to want to fill everything in. However in groups, silence separates topics, can create some drama and suspense, and tends to push audiences to pay more attention. It's a valuable public speaking tool.
So, slow down and allow conversational silences to happen. Or intentionally use silence for better communication.