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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How are direct and indirect communicators different from each other?
This dimension of communication often pairs up with the linear-circular style explained in this article.
The Direct Communicator
Meaning is conveyed through explicit statements made directly to the people involved with little reliance on contextual factors such as situation and timing. (What you see is what you get! Tell it like it is!)
Direct communicators tend to also be linear communicators.
There is no"beating around the bush." Directness is equated
with honesty and respect for the other person.
The Indirect Communicator
Meaning is conveyed by suggestion, implication, nonverbal behavior, and other contextual cues; for instance, statements intended for one person may be made within earshot of a different person. It is possible that messages will be sent through a third-party intermediary. Mostly, however, this style allows one to avoid confronting another person or cause them to lose face. (What you get is what you manage to see!)
If You Have A Direct Communication Style:
- Make an effort to listen fully to others and avoid interrupting
- Allow time for ‘chatting’ at the beginning of a meeting
- Recognize that others may feel the need to express their emotions about topics
- Recognize that brainstorming can be helpful and not just a ‘time waster’
- Try to communicate your expectations for how a meeting will go – the length of time, the topics to be covered, and the expected results – before a meeting occurs
- Take the time to show your appreciation for others’ contributions
- Don’t use email for sensitive or complicated topics
- Allow time in your schedule for questions and feedback
If You Are Communicating With A Direct Communicator
- Ask if they have time to talk before jumping in
- Get to the point quickly – don’t bore them with lots of background information
- Limit ‘chatting’ or conversation that is off-topic
- Use short, direct sentences
- Ask for a specific call to action or make a specific request
- Do not speak in the abstract
- Only promise what you are certain you can deliver
- Don’t give or ask for information about personal issues unless they initiate it
- Don’t sugar coat things – speak plainly