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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In communication timing is almost everything
The message is good, but the timing is oh so bad -- Why is timing so important?
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When you talk to someone, assuming you're like most people, you tend to focus on what you want to say. There's some sense in this since you want to be clear and understandable. It is possible to phrase your message and meaning perfectly, yet have it rejected, ignored or otherwise demeaned.
In many ways, timing IS everything in communication. For example, if you have a great idea you want to pitch to the boss, you may get a terrible reception one day, but if you chose another day, you might get a great reception. Clearly, people are more receptive at some times compared to other times.
We tend to forget this. And then get upset when we don't get the reactions we want. Luckily improving timing in communication isn't difficult. It involves some conscious thought and curbing impulsiveness or even curbing your enthusiasm.
Consider the other person -- state of mind, emotions, time schedule to assess whether it's a good time to talk about a particular subject. Do this beforehand. During conversations, if you get unexpected negative reactions, think about whether it's that the other person is simply not ready to hear what you have to say. Maybe it's best to continue at another time.
Timing is particularly important with emotional or tough conversations. It's always good to ask -- "I'd like to talk to you about [topic]. Is it a good time now?"