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
Challenge yourself and learn about destructive communication with this unique free puzzle.
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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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Myths About Listening
Common Misconceptions About Listening
Listening is a little more complex than most people realize, and there are various misconceptions about the listening process. Here are a few common misconceptions adapted from "Speech Communication, by William D. Brooks.
Listening ability is related to the intelligence of the listener
Research indicates that while there may be a slight link between the intelligence of the listener and listening ability, the relationship is very slight.
Daily use of listening eliminates the need for special training
Listening is a learned skill, and while we are all able to "listen" to some degree, listening skills can be honed and developed to a high level through training and effort. Some listening can occur and develop naturally through interaction, but training is important. That probably fits your experience that people simply aren't good listeners much of the time.
Improving reading ability also improves listening ability
Obviously one has to understand the language of the speaker to be able to listen and comprehend, but research indicates there is no relatonship between reading ability per se and listening ability.
Listening is easy
This is probably the biggest misconception about listening. Most people believe they are listening, when, in fact they are not, or at least are doing so minimally or ineffectively. It requires the focusing of attention, being open and wanting to really understand another person, and putting aside one's own agenda. These things, and the other requirements for effective listening need to be practiced, and learned, and above all, effort needs to be made.