Phone Etiquette’s Post

Your customers are not listening to you. Let me ask you this, Ever find yourself in a situation where you're pouring your heart and soul into explaining your product or service, only to realize that your message isn't landing as you'd hoped? Then here's something to think about: "𝐖𝐡𝐚𝐭 𝐰𝐞 𝐭𝐡𝐢𝐧𝐤 𝐰𝐞 𝐚𝐫𝐞 𝐬𝐚𝐲𝐢𝐧𝐠 𝐭𝐨 𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐚𝐧𝐝 𝐰𝐡𝐚𝐭 𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐚𝐜𝐭𝐮𝐚𝐥𝐥𝐲 𝐡𝐞𝐚𝐫 𝐚𝐫𝐞 𝐭𝐰𝐨 𝐝𝐢𝐟𝐟𝐞𝐫𝐞𝐧𝐭 𝐭𝐡𝐢𝐧𝐠𝐬. 𝐀𝐧𝐝 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐦𝐚𝐤𝐞 𝐛𝐮𝐲𝐢𝐧𝐠 𝐝𝐞𝐜𝐢𝐬𝐢𝐨𝐧𝐬 𝐧𝐨𝐭 𝐛𝐚𝐬𝐞𝐝 𝐨𝐧 𝐰𝐡𝐚𝐭 𝐰𝐞 𝐬𝐚𝐲 𝐛𝐮𝐭 𝐨𝐧 𝐰𝐡𝐚𝐭 𝐭𝐡𝐞𝐲 𝐡𝐞𝐚𝐫." Mind-blowing, right? 🤯 This is a gentle reminder that communication isn't just about what we say; it's hugely about how it's interpreted. It emphasizes the need for empathy and understanding our audience's perspective. So, what can we do? 1. Listen More: Yes, even more than you talk. Understanding your customers' needs, pains, and desires is gold. 2. Simplify: Ever heard of the KISS principle? "Keep It Simple, Stupid." Well, there's no need to call anyone stupid, but simplifying your message can really help. 3. Feedback Loops: Encourage and create channels for feedback. It's like having a conversation rather than a monologue. 4. Adapt: Be ready to tweak your message based on the audience's reception. Flexibility can lead to better understanding and connection. In the end, it's about creating a bridge between what we want to say and what our customers are ready to hear and accept. Building this bridge requires patience, empathy, and a lot of active listening. But if you do, then it gives the best return on your efforts. P.S. How do you craft your message?

A confrontational conversation with a client doesn’t need to be difficult. In fact, it shouldn’t be. Whenever “negative” feedback comes across my desk I’m always thanking our clients for being honest with me. Why? Because at the end of the day, it should make us better. We improve our processes and workflow to prevent this experience from happening to others. One tool I’ve used to help navigate these conversations is the ACCCT method. It stands for: A: acknowledge the feedback C: commit to resolve C: convey a solution C: communicate a cost if applicable T: time frame in which the matter will be resolved or the party can expect to hear back from you This tool has really helped me navigate the more challenging conversations in my career. Not only that, but 9 out of 10 times, the conversations that follows is less about what you may be doing wrong and instead more about the appreciation for what you’re doing to make the situation right. Curious to learn more about the ACCCT method? DM me for a script!

Rethinking and Rephrasing Absolutist Words, Phrases - "the best solution" "state-of-the-art" or the Use of Superlatives 'better' 'faster' in Sales Pitches Claiming your solution is "state-of-the-art" or "the best solution" during a face-to-face pitch pretty much sets you up for a dismissive "So what?" or a challenging "Compared to who?" It’s not just old school; it's borderline naïve. Here’s the deal: We no longer live in a world of absolutes. Each time you tout your product as the best or the most unique, you’re essentially inviting customers to stack you against everyone else they’ve considered—and believe me, they’ve done their homework. Shift the narrative: Enough with the superlatives. Your customers are savvy and well-informed; they likely know your market—and your competitors—better than you might expect. Assuming they don’t is a misstep. What really works: Focus on specifics. How does your "state-of-the-art" actually improve their daily operations? What can your features do for them that others can't, or do faster, better, and more affordably? It’s about perfectly fitting into their specific needs, not just echoing the same boasts as everyone else. Bottom Line: Forget about claiming to be the best in the world. Concentrate on what makes you the best for their world. That’s the kind of conversation that leads to conversions, not the tired old tech bragging game. Read more here... https://lnkd.in/dnS6yWJJ #RealTalk #SalesStrategy #CustomerEngagement #BusinessDevelopment

Do you want better answers? ASK BETTER QUESTIONS. I heard a great tip this morning that I've been using but had not defined - ask assumptive questions. This simply means turning a yes or no question into a more interactive question. Let me give three examples of how assumptive questions will improve interactions. Example 1 - Diligence of a Company: Instead of asking "Is there anything we should be concerned about?" ask "What should we be concerned about?" This slight difference (and assumption of a concern) will lead to better responses or at least some cues that perhaps something is there that is concerning. Example 2 - Interaction with employees: Instead of saying, "Is there anything you need from me?" ask "Give me 2-3 ways in which I can more effectively support your success and growth here." Employees might be tempted (because they don't want to appear negative) to answer that you are doing a great job and that they don't need anything. By assuming you can be more effective with them, you are opening the door to better feedback. Example 3 - Trying to help someone (this one is more personal but has been very fruitful). When we've had a friend or family member who is in need of support, my wife and I used to ask "What can we do?" That question rarely (if ever) led to anything. People are often stressed/overwhelmed and cannot think of anything. A while back we started saying, "We'd like to bring you a meal. What would you like us to bring and when would be the best day/time?" This question has a nearly 100% success rate. Take some time to craft your questions more effectively and make them assumptive. It will lead to better answers and higher quality interactions. #questions #answers #assumptive #communication

Speak Less, Listen More: How to Boost Your Listening Skills 👂 Here is part 2 of my post about how to improve Listening Skills with practical exercises. 1️⃣ Active Listening Practice: → Engage in conversations by nodding, making eye contact, and summarizing points to ensure understanding. → Scenario: In team meetings, repeat key points to show attentiveness. 2️⃣ Mindful Listening: → Stay present and focused, avoiding distractions. → Scenario: During phone calls, eliminate background noise and give full attention. 3️⃣ Paraphrasing: → Restate what the speaker has said in your own words. → Scenario: After a client briefing, summarize their needs to confirm understanding. 4️⃣ Ask Open-Ended Questions: → Encourage more detailed responses by asking open questions. → Scenario: In interviews, ask candidates about their experiences and listen actively. 5️⃣ Practice Empathy: → Try to understand the speaker’s emotions and perspective. → Scenario: When a colleague shares a problem, acknowledge their feelings and offer support. 6️⃣ Note-Taking: → Write down key points during conversations. → Scenario: In lectures or training sessions, jot down important information. 7️⃣ Avoid Interrupting: → Let the speaker finish their thoughts before responding. → Scenario: In discussions, wait until the person is done speaking before you share your ideas. → Pro tip - wait an extra 3 seconds to make sure if he/she wants to add something before responding. 8️⃣ Feedback Loop: → Provide constructive feedback based on what you’ve heard. → Scenario: In performance reviews, give feedback that shows you’ve listened to the employee’s concerns. 9️⃣ Body Language Awareness: → Pay attention to non-verbal cues from the speaker. → Scenario: During video conferences, observe facial expressions and gestures for additional context. 🔟 Reflective Listening: → Repeat back what you’ve heard to confirm your understanding. → Scenario: In customer service, rephrase the customer’s issue to ensure you’ve grasped it correctly. Improving your listening skills is a continuous process. Practice these exercises regularly to become a better listener! 🚀 Drop your thoughts below what do you use actively 👇 #listeningskills #management  #humanresources Repost to help others out there ♻️

"Any thoughts?" 💡 This is the best performing follow up message I have sent Better than any hyper-personalised follow up Why? 1. It encourages dialogue: It invites the recipient to share their feedback. The recipient's feedback will help you understand why they haven't responded and what is blocking them from buying your product/service 2. It's blase: Unlike asking "Did you get my last message?", "Any thoughts?" is less confrontational and gives the person space to reply without feeling rushed. 3. Brevity: Prospects prefer receiving short, to-the-point messages Credit to Moe D. for introducing me to this approach

In today's dynamic workplaces, effective communication and understanding are essential for success. That's where DISC assessments come in. By providing insights into individual behaviors and communication styles, DISC assessments can be a game-changer for building better professional relationships. DISC Assessments: 🔵 Help you gain valuable insights into your own behavioral tendencies and communication preferences. 🔵 Enable you to understand and empathize with the perspectives of your colleagues. 🔵 Allow teams to collaborate more effectively and harmoniously. 🔵 Provide a common language for discussing communication preferences and addressing potential conflicts or misunderstandings. Learn more about DISC and other assessments on our website! https://lnkd.in/g2KKt73v

I’m starting with a new client this week who leads a team of talented employees, yet is missing the engagement & performance factors. Lots of misunderstandings, mistakes and resistance from the team. Not fun. This client is frustrated and overwhelmed. With so much content to bring together for their program, I’m finding the common thread they need to develop most is their listening skills. From my current read, listening is: * Paying Attention: Physical, Verbal & Mental focus * Inviting: Displaying physical & verbal gestures * Questioning: Information gathering & Curiosity-based * Restating: Summarizing, in your own words, the essence of what the speaker has just said And, what not to do when practicing listening (all I am guilty of! ) * Interrupt * Divert * Monologue Whatever the strategy, process, initiative or practice…begin with developing your listening skills to make the most of the interaction.

*LESSONS TO LEARN-188* Ten lessons from "Rapport: The Four Ways to Read People and Talk to Anyone in Any Situation" by Emily Alison. 1. Cultivate active listening: Paying attention and actively listening to others allows you to understand their needs, emotions, and perspectives, leading to more meaningful conversations. 2. Adapt your communication style: Recognize that individuals have different communication styles. Adjust your approach to match theirs, whether it's being direct, empathetic, or analytical. 3. Develop empathy: Empathy is essential for building rapport. Seek to understand others by putting yourself in their shoes and acknowledging their emotions and experiences. 4. Non-verbal cues matter: Pay attention to non-verbal cues such as body language, facial expressions, and tone of voice. These can reveal deeper insights into a person's thoughts and feelings. 5. Build trust: Trust is the foundation of strong relationships. Be honest, reliable, and maintain confidentiality to establish trust with others. 6. Find common ground: Look for shared interests, experiences, or values to create a sense of connection and rapport with others. 7. Practice open-ended questioning: Use open-ended questions to encourage deeper conversations and allow others to share their thoughts and feelings more freely. 8. Be mindful of your own body language: Your body language can influence how others perceive you. Maintain an open and welcoming posture to facilitate more positive interactions. 9. Show genuine interest: Show curiosity and genuine interest in others by asking thoughtful questions and actively engaging in conversations. 10. Practice active self-awareness: Understand your own communication style, strengths, and weaknesses. Continuously work on improving your communication skills to build better relationships.

There is one conversation that nearly NO ONE wants to have with you: The Corrective Feedback Conversation. (cue the horror music). There’s good reason to fear this conversation. It has the potential to damage trust, morale, and reputations. It rarely produces the desired intent. @David Rock--Author, CEO, and pioneer of Neuroleadership--likens hearing your boss say, “I have some feedback for you,” to hearing footsteps behind you in a dark alley. When we hear the word ‘feedback’ our brain goes into fight, flee or freeze…none of which is a good place to be when you want someone to listen openly. If you do this poorly, you can demoralize someone, causing them to be less productive, confident, and engaged. These are all valid reasons why people don’t have the conversation. The solution isn’t to avoid the conversation. The solution is to do it in a brain-friendly way.🧠 ❤️ Here’s a quick suggestion to help you have the conversation. Never again say: “Can I give you some feedback”❌ Don’t even say the word FEEDBACK.🗡️ Instead, Say: "I’d like to talk with you about the meeting this morning. Is this a bad time to chat for a few minutes?" If they say "‘yes’ it’s a bad time", ask: “No problem. When would be a good time? We probably don’t need more than 20 minutes.” Plan your opening statement to be no longer than 45-60 seconds. Any longer than that and they’ve tuned your voice out, while they start simmering in anger or fear. ⏲️ When you describe their behavior use only irrefutable facts: eg. “You pounded the desk and walked out” vs. “You got angry”. Avoid any trigger words like: - All - I know (unless you’re about to say something positive, like “I know you care about maintaining good relationships with our partners…”) - (You) Never - (You) Always ALWAYS assume positive intent. Your closing line must be an open-ended question or invitation like: “I’d love to hear your thoughts. What was your take on it?” ❓ ❓ ❓ ❓ Then LISTEN. Ask follow up questions like: “Say more about that?” and “What else?” and if applicable, “How can I help?” Then close with GENUINE appreciation! Some version of... “I really appreciate you talking this through with me. I understand better now, and I think we have a great plan" To learn more about how you can become a master of ANY difficult conversation, so you positively influence others and fast-track your career, join me on March 14th, 12:05 Pacific for the Influence the Boss (and anyone else) event. Streaming on social platforms. In honor or #internationalwomensmonth All genders are welcome! To get the free ebook, Influence the Boss, grab it instantly here: https://lnkd.in/g54W9JXM #neuroleadership #davidrock #feedback #executive #executivecoach #influence #managementdevelopment #psychologicalsafety