Manny’s Moans – Communication
I recently was asked to conduct a customer relations seminar for a group that is not in our part of the healthcare technology management industry. The attendees were a mixture of mostly service professionals, sales, HR, training and higher leadership.
I found it reassuring that the attendees have the same issues that I see when I conduct these seminars for our piece of the industry. Difficult customers, demanding customers, friendly customers, unfriendly customers, etc. are the norm no matter what the industry of profession.
All issues boil down to communication. Communication is the key, the problem and the solution to everything when dealing with other human beings. Communication requires a series of steps that we all think we are good at. In reality we are mostly very bad at it.
The most important part of communication is feedback. We must demand feedback and demand the opportunity to provide feedback. Without feedback there is no communication. How can we know that the person fully understood what we meant, and intended, without getting feedback? How can we be sure that we understood without the opportunity to provide feedback?
There exist only THREE reasons why anyone would ever be upset with you. JUST THREE. A misunderstanding is one of the three. A misunderstanding is what is left behind by poor communication that lacks feedback. The only way to fix a misunderstanding is to re-communicate.
So….Why not communicate well in the first place? Oh yeah, I forgot. There is always time to do it over but never enough time to do it right the first time.
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