Types of Communication in the Workplace

Many types of communication can occur simultaneously. No matter what industry you are in, communication is key in the workplace. Without proper communication, your company is not going to achieve its objectives. Within a standard company, communication can take the form of internal, external, formal and informal, upward and downward, lateral and diagonal, small group and nonverbal. All these types of communication come into play in order for the company to convey all necessary information.

1. Internal Communication

o Internal communication is any communication that occurs inside of the workplace. This type of communication is achieved through any medium (for example, email, phone, fax or face to face).

External Communication

o External communication is any communication between a member of your company and someone outside of your company. When you talk to a customer, send an email to a potential client or call a supplier about an order, you are doing external communication.

Formal and Informal Communication

o Communication in the workplace is either formal or informal. Formal communication is any communication that promotes the workplace objective. Informal communication involves discussing topics that do not pertain to work. Informal communication is harmless if it is appropriate and you only talk about non-work topics on your lunch break. Informal communication can cause serious problems if it is inappropriate (for example, rumors, gossip or crude jokes).

Upward and Downward Communication

o Upward communication is the questions, inquiries and even complaints that employees direct toward their superiors. Downward communication is the guidance and leadership management gives to employees. If a manager explains an assignment to a subordinate, that is downward communication. If an employee asks her boss questions pertaining to that assignment, that is upward communication, according to Communication Skills for Professionals.

Lateral and Diagonal Communication

o Lateral (or horizontal) communication is the messages exchanged between employees on the same hierarchical level. When two board members hold a discussion or when two secretaries hold a discussion, this is lateral communication. Diagonal (or cross-wise) communication occurs when messages are exchanged between employees of various different hierarchical levels. If a vice president holds a discussion with a human resources manager, this is diagonal communication.

Small Group Communication

o Small group communication occurs when a meeting is held. This can be a staff meeting, a board meeting, a sales meeting or any other type of meeting where a group of employees meets and exchanges messages. Usually, one or two individuals lead the meeting and initiate the topics for discussion.

Nonverbal Communication

o Eye contact, facial expression and other forms nonverbal communication are signs that your boss or another employee is pleased (or displeased) with your work. If your co-worker rolls her eyes at you, you are probably going to feel like she is unhappy with you. On the other hand, if your boss smiles at you after your presentation, you'll feel secure that you did a good job. Sometimes, a smile is worth a thousand words, according to Workplace Communication.

Types of Communication in the Workplace to Increase Efficiency and Productivity

See below for four types of communication and other communication techniques and ideas.

There are four types of communication:

1. Visual Communication2. Written Communication3. Verbal Communication4. Non-Verbal Communication

 

Besides these four types of communication - which are explained below you can also click here to read more articles on effective workplace communication tools and techniques.

It is essential that you always place emphasis on communication skills in the workplace. By consistently striving to improve your skills in this area, you will be able to successfully establish strong business relationships with those that you work with.

 There are many negative consequences that may occur as a direct result of communication challenges within a business. Examples of these consequences include decreased productivity, misunderstandings with regards to policies and procedures within the workplace, as well as employee dissatisfaction.

 

Naturally, all of these consequences could result in lower profits and high rates of employee turnover. In this guide, you will be introduced to the four types workplace communication that are absolutely essential to the success and efficiency of your business.

What is Communication?

Before developing an understanding of the four types of communication that are vital to the workplace, it is important to gain an understanding of communication. Many believe that this is simply talking. While talking is an important element of communication, it is not the only component of communication, nor is it the most important aspect of communication.

Communication is a process. It is where each one of us specifically assign and engage in the act of conveying a certain meaning so that two or more individuals create a level of understanding that is shared among all parties.

Communication experts agree that there is a vast repertoire of specific skills involved in successful communication.

These include, but are not at all limited to:

Processing skills that are interpersonal as well as intrapersonal are essential elements to successful communication.

Individuals must be able to listen and appropriately evaluate what is being shared.

Basic observation and analytical skills are also required when it comes to productive levels of communication.

The way that we each hold our body is a means of communication.

Last, but not least by any means, communication is also questioning what is being said for understanding and speaking as well.

Four Types of Communication Methods Number 1:

Visual Communication

 

In the workplace, it is common to incorporate visual communication in order to share ideas that relate to the business, provide information to those that work in the company, and to outline specific points that need to be emphasized for the success of the business. Examples of this type of communication include specially designed signs, electronic communication, documents, and even presentations. It is essential that each individual has the capability of both implementing and comprehending visual communication processes in the workplace.

Four Types of Communication Methods Number 2:

Written CommunicationWritten communication is also quite important when it comes to the workplace. This form of communication involves either writing or typing out information, facts, figures, and other types of necessary information in order to express ideas among those in a business. Examples of this type of communication include reports, evaluations, emails, instant messages, physical and electronic memos, training materials, and other types of documents that are similar in nature. In the workplace, this is a flexible type of communication as it could be formal or informal - depending on the message(s) that are being expressed.

Four Types of Communication Methods Number 3:

Verbal CommunicationVerbal communication is a core component when it comes to the overall success of a business. Verbal means that certain sounds, specific languages, and the spoken word may be used. In today's world, there is a large diversity of individuals that make up the standard workforce. There are employees that are different ages, those that are from different cultures, and even a variety of races. It is important that a company strives to create a basic foundation for verbal communication so that each person in a company understands the others within that business. See grapevine communication.

Four Types of Communication Methods Number 4:

Non-Verbal Communication

When it comes to communication in the workplace, it is important to understand the significance of non-verbal communication four types communication (see nonverbal communication articles and examples of non verbal communication ) . When this occurs, it means that a physical manner of communication is being used to share ideas and meanings among others.

The physical activities may include the way that you move your body, the tone that is displayed when it comes to the tone of an individual's voice, and touching. In the workplace, it is not appropriate to touch another individual, but it is possible to ensure that the voice tone and the stance of the body is held appropriately so that the ideas, information, and thoughts are successfully shared with the intended audience. If you incorporate the four types of communication into your business, you will quickly see positive results. These include lower employee turnover, increased productivity, and a financial success.

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Effective Communication in the Workplace

How effectively are your executives, managers and supervisors communicating with your employees? What was once considered a “soft” skill is now seen to have “hard” business impacts. The costs to your business of poor employee communication include:

increased employee turnover increased absenteeism dissatisfied customers from poor customer service higher product defect rates lack of focus on business objectives stifled innovation

(See the results of research by Watson Wyatt, Gallup Consulting and Towers Perrin.)

Employees will put in that extra "discretionary effort" when they are kept informed openly and honestly on aspects of their job and the business and they feel that they are being listened to with empathy.

Employee Communication Needs

What and how should you communicate with your employees? Communication in your workplace should satisfy the three key employee needs before they can be engaged and highly productive. Each and every employee needs to:

1. Know that …

–included here are facts about your organization and their specific job – what business you are in, who your customers are, specific details about your product or service, where forms are located, who to see when there is a problem ...

2. Master that …

–included here are the practical skills required to do their job well – repairing a machine, filling out an invoice, designing a building, writing a software program ...

3. Feel that …

–included here are the interactions that give them a sense of belonging and self-worth – being listened to, respected, trusted, valued ...

Managers predominantly concentrate on the first communication need – know that – and pay less attention to the second need to master skills. The third need – feel that – is what makes employees distinctly human and what drives them to outstanding achievement in work and outside of work. And yet it is in this dimension that employee communications are most lacking. Our practical eBook, 2 Way Feedback, can help you develop a constructive communication culture in your workplace.

Look closely at the employee communication practices happening in your business. Is it satisfying what employees need to be fully engaged and working productively? Download our FREE Workplace Culture Checklist to check your progress on building positive working relationships.

For an answer, it is also worth looking at the four fundamental levels of communication in your organization:

1. Organization wide communication – involving all employees

2. Departmental communication – specific to one department or unit

3. Team communication – within one cohesive team or group

4. Individual communication – specific to one employee at any one time

Communications may be working effectively at higher levels, but fail dismally at the more local level. The interpersonal skills of supervisors, team leaders and local managers are especially critical at levels 3 and 4, as these are the people that frontline workers develop working relationships with most personally and closely.

Just as important is the communication between and within levels. Gone are the days when departments could stand as silos, isolated from the rest of the organization by impenetrable barriers. Intra-national and international competition is now so fierce that everyone in the organization needs to collaborate closely on solving organizational challenges and on achieving agreed strategic objectives. What are the communication barriers in your organization?

Where is your organization at in its life-cycle? Is it large or growing rapidly? As more people are added to an organization, employee communication needs and stresses increase exponentially. Joe, who used to do purchasing, inspection and warehousing on his own now needs to talk to three other departments as well as the people in his own growing team. What structures, systems and processes has your organization put in place to encourage and facilitate effective workplace communication flow?

Well-designed organizational culture surveys and employee communication surveys can determine how well your communication systems and practices are contributing to your organization’s performance – or how much they are hindering performance. This information will then help you in devising an effective workplace communication strategy. Whatever else you do, your workplace communication practices impact every facet of your business. Looking closely at employee communication in your organization is well worth your while, because even if you do not, your employees are.

Communication in the Workplace

With so many people to deal with at the workplace on a daily basis, effective communication in the workplace is of utmost importance. It increases the morale of the employees, and helps them develop a bond with other employees and with the organization as well. Read on to know more.

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With the number of high profile corporations that function today, and the increased levels of competitiveness in the market, it is important to find some ways to keep employees motivated and to keep their morale up at the workplace. To enable coordination and cooperation between the various employees, communication in the workplace takes added importance. Passing messages amongst the people in the office, maintaining effective chains of command, and also keeping track of what's happening in the lives of fellow employees, are some of the most obvious advantages of effective communication in the workplace. Read more on workplace communication.

The forms of communication today have transformed from what it used to be in earlier times, due to the advent of plenty of electronic mediums in order to carry out the communication process. Despite all these changes though, the significance of communication in the workplace still remains the same as it ever was. Read more on effective office communication.

Importance of Communication in the Workplace

So why exactly is communication important at the workplace? The answer to this is known to almost everyone, but many people can't find the right words to express it. It becomes clearer when you understand that every workplace must rely on teamwork and cooperation in order to carry out their work properly. The employees must also stay motivated. Disgruntled employees will never work efficiently, I think almost everyone is aware of that. It is proper communication that encourages and upholds this spirit of teamwork and cooperation amongst the employees. If the employees are friends with each other, obviously they will work better with each other. Read more on effective communication in the workplace.

Formal Communication in the WorkplaceFormal communication is the kind that stems from necessity, rather than choice. Instructions, orders, guidelines, feedback and appraisals provided to employees by the employer comprise formal communication in the workplace. Reporting, feedback, complaints and sanctioning of leave are the components of communication from the employee to the employer. These channels are necessary for the proper functioning of any office, and if they are not followed in the right manner, the office will be unable to get any work accomplished. Read more on importance of communication skills.

Informal Communication in the WorkplaceThis is the kind of communication that takes place between employees, or between the employee and the employer in an informal manner, and about unofficial things. This implies a sense of friendship between the various parties involved. Too much informal communication can be harmful to a workplace, but it is true that some informal relationships need to be formed as well. This makes the people comfortable with each other, and produces a sense of camaraderie between the many employees of the workplace. Informal communication also has some drawbacks, as many people choose to gossip a lot and spread rumors about other people. This is known as the 'grapevine'. Read more on workplace communication skills.

Communication in the Workplace Tips

The skill to communicate effectively in the workplace needs mastery over a period of time. This is not something that can be learned overnight. It requires tact, diplomacy, and a little bit of humility as well. If you find yourself lacking any of these qualities, maybe you need to reassess your personality and stop assuming that everyone listens to you by choice. Here are some communication in the workplace tips that may help you improve some formal and informal relationships with fellow employees and even your employer.

Be polite and civil with everybody. Don't be rude or emotional. Respect the time and space of other people.

Learn to listen, in addition to constantly running your mouth. Be open and flexible, and do not keep a closed mind. Learn to say no, it will save you from a lot of trouble occasionally. Don't get involved in conflicts unnecessarily. Don't complain too much, focus on the good parts instead. If you hate your

workplace too much, just quit instead of increasing the unpleasantness by complaining.

If you have to meet your superiors, be on time. Get to know your fellow employees. Try not to mix personal and professional relationships. Learn to compromise, and build a network of sorts. Here are some more

effective communication tips.

Communication in the workplace between men and women requires slightly more diplomacy and tact. The ideal scenario is not to mix your personal and professional commitments, but this is something that cannot be avoided sometimes. There have been many cases where women have also accused men with sexual harassment charges, when in fact the man was just trying to make conversation. So make sure you get your signals right, and don't make lewd comments or get personal with the women at your workplace. Learn to treat them with respect and dignity, and if you happen to have a perverse facet to your personality, it would be best to leave it at home locked away in a little drawer in your closet. Save the act of coming out of the closet for another scenario.

Communication Styles in the Workplace

Knowing different communication styles in the workplace can be really helpful for you to convey your ideas or views efficaciously. This article mainly focuses on some workplace communication styles to help you communicate better at work...

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All professionals working in the corporate world know the importance of communication in business. Effective interpersonal communication in the workplace plays a very significant role in the smooth running of any business. People who do not have good communication skills are more likely to face tough communication challenges in the workplace. If there is no efficient and clear impartation of information in a company, there can be a lack of understanding which can have an adverse effect on the deliverables, thus leading to a loss in productivity. If one has to survive in the corporate world, he has to have an idea of the different communication styles in the workplace. Read more on effective communication in the workplace.

Determinants of Communications Styles

There are different categories that are given to communication styles in business. Throughout the years, corporate researchers have come up with several different classes of communication which individuals fall into. However, according to most of the researchers, these various communication classes are based on two typical aspects. These aspects include the individual's level of receptiveness and the level

of straightness. Read more on the four types of communication.

You can easily find out about the individual's level of receptiveness by noticing how much he speaks about himself. Persons who are veritably receptive prefer to share information and are comfortable with emotions. They normally talk with expressions and mix up soon with new people. On the other hand, there are individuals who are kind of reserved. These people do not prefer to show their feelings, thoughts, and emotions to others. Regarding straightforwardness, you can find out in which category a person falls by the way he talks, how willing he is to take chances, and what kind of mannerisms he possesses. Straightforward people prefer to take the initiative and charge of situations, whereas those who are indirect choose to stay away from risks, and value security and heedful planning. The following is a detailed explanation of communication styles of men and women in businesses. The four classes of communicators would make it simpler for you to know the different communication styles in the workplace. Read more on importance of communication skills.

Communication Styles According to Types of Individuals

Open CommunicatorsPeople who are receptive express their emotions and feelings in a free manner. They prefer to have an informal conversation before getting into actual business activities. This includes getting to know business partners and important corporate personnel in the practice, or frequently having personal souvenirs or pictures on display. Hence, thrusting ahead into the workplace and anticipating rapid indecisive answers and responses is not appropriate. If you are in conversation with a receptive communicator, it is recommended to ask few informal questions first and then start with business communication. Some questions include how long he has been in the business, how was his first job experience, and similar other questions regarding his career path.

Reserved CommunicatorsThese types of communicators do not like to let other people know about their personal life. They are very reserved, and do not prefer to share personal information and how do they think about things. If you are an open communicator, and are speaking to such kind of people, you need to remember that asking a personal question will make them feel uneasy. Such people are usually busy doing work and do not participate in workplace communication activities.

Indirect CommunicatorsThe talk of these individuals is very slow and intentional. They do not like loud, fast, and excessively aggressive talk. In addition, they concentrate more on the facts and figures, rather than just assumptions. If you are in conversation with an indirect communicator, you need to understand that you should have proof for backing up

your suggestions, answers, and views.

Direct CommunicatorsIndividuals who are direct talk more clamorously and rapidly than indirect communicators. They take risks easily, are aggressively self-assured, and are related to 'type A' personalities. If you are in conversation with a direct communicator, just ensure that you get to the point straightaway, be confident about what you say, provide solid instances of your achievements, and be alert when you talk. Read more on techniques for effective corporate communication.

I hope these types of communicators have given you an idea of the different communication styles in the workplace. If you want to be an effective communicator, you need to adjust your talk according to the type of person you are talking to.

Importance of Communication in the Workplace

There is no denying the importance of communication in the workplace, considering the fact that in an organization people belonging to different social and professional backgrounds come together to work for the same organizational goals. Read on to know more about the importance of effective workplace communication.

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"The single biggest problem in communication is the illusion that it has taken place." - George Bernard Shaw

This quote pretty much sums up the root cause of all conflicts in the workplace. Often it is seen that managers do not realize the importance of communication in the workplace and thus do not convey their ideas, organizational goals, employee duties, etc., very clearly. When the seniors in the organization are unable to create an organizational environment which promotes open and clear communication, it can have negative repercussions on the work culture and the employee productivity. An organization where there is lack of effective and open communication, workplace issues such as high employee turnover and wastage of organizational resources, often arise. To avoid these, clear-cut and precise workplace communication is a must for any organization.

Importance of Communication in an Organization

Creates Job SatisfactionThe importance of communication in the workplace can be understood from the fact that organizations which create an environment of free-flowing and easy correspondence between the seniors and subordinates, face lesser employee turnover. If the subordinates feel free to question or put their viewpoint across to their managers regarding work related issues, and their feedback is given due consideration, it makes the employees feel valued by the organization. Thus, effective communication in the workplace helps in building loyalty and trust and leads to greater job satisfaction.

Lesser Workplace ConflictsOpen communication in the workplace can save many workplace conflicts. For example, if two employees have a disagreement over some issue, and instead of resolving it and arriving at a solution, they end up taking the whole thing personally and if it continues for a very long period, it may lead to a work related crisis where in they might even refuse to talk or work together in the future. Such communication issues in the workplace can be nipped in the bud if the managers act as a mediator and let the two warring employees put across their thoughts and opinions to each other through open and clear communication. Thus, if the communication between various people in the organization is good, it will lead to successful conflict management in the workplace and employees will be able to understand each others' point of view much more clearly.

Increases Workplace ProductivityIn an organization, the manager should very clearly explain to his employees about their job responsibilities and duties, ways and protocol of doing work as well as the results which are expected of them. If the manager is clear in his communication, the subordinates will know exactly what the organization expects from them and

thus, will be able to deliver the same to the best of their ability. Thus, importance of communication skills can be judged from the fact that it leads to better deliverance of work, increasing workplace productivity.

Secure Work FutureAs everybody knows that communication is a two way process. So, for the employees too, being vocal and communicative, leads to a better work future. If the employees have not understood their job responsibilities well and they do not even ask their managers to explain it to them again, they may end up handling an important assignment in a way which can prove detrimental to the organization. And, in some cases the employees may even face the risk of getting fired and losing their job. Thus, from the employee point of view, importance of communication in the workplace is that by openly discussing work or work-related issues with their managers, they can avoid all confusions. The employees will thus know what is the right thing to do and how it has to be done.

Formation of RelationshipsOpen communication, whether between the employees or between the employees and managers or between the management and all employees, leads to formation of better personal and professional relationships. If they frequently interact and communicate with each other over professional and personal issues, the employees feel cared for and this in turn creates better working relationships.

Proper Utilization of ResourcesIf an organization is facing problems, crisis and conflicts due to miscommunication between the employees, it causes unnecessary delays in the work. This leads to wastage of the organization's resources and lowers the overall work productivity. So an environment of good communication is a must for any organization to better utilize its resources and increase productivity in the workplace.

The importance of communication in the workplace can be summed up in two words, "work satisfaction". If the employees are satisfied working in an organization, there is no denying the fact that the future of that organization is absolutely secure. So, all workplaces today should create an environment wherein problems, plans, issues, opinions, thoughts and ideas pertaining to work, are discussed and handled in a professional, proficient manner through positive, effective communication.

10 ways to communicate more effectively with customers and co-workers

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By Calvin SunAugust 8, 2007, 8:38 AM PDT

This information is also available as a PDF download.

We all know what happened to the Titanic. Clearer communications could have prevented the tragedy and the loss of more than 1,500 lives. Communications plays just as important a role in your careers. When asked to name the top three skills they believed their subordinates need, 70 percent of the readers of CIO magazine listed communications as one of them.

Here are some tips on how you can communicate more effectively with people at work, be they customers, co-workers, subordinates, or superiors.

#1: Beware of interrupting

Titanic wireless operator Jack Phillips interrupted a wireless message from a nearby ship, telling them to shut up. In doing so, he prevented that ship from sending Titanic an iceberg warning.

Be careful about interrupting others, particularly your customers. They’ll be especially upset if, while they’re explaining a problem, you interrupt them and start offering a solution. If you feel you have to interrupt, at least cut to the chase and tell the other person what you think his or her main idea was. That way, the other person at least can confirm or correct you, and in either case save time.

#2: Listen actively

Did you ever get the feeling, when talking to someone, that you were really talking to a wall? The person may have heard you but gave no indication of it at all. Avoid doing the same thing. When communicating with others, it’s just as important that people be aware that you’re listening as it is that you’re actually listening. For that reason, be involved with and react to what the other person is saying, either via a nod, or an “I see,” or a paraphrase of the other person’s statements. You’ll strengthen your own understanding and make a better impression.

#3: Avoid negative questions

Suppose you say to a customer, “You don’t have Word installed?” and he answers “Yes.” What does he mean? Yes, you’re right, Word is not installed? Or yes, he DOES have Word installed?

Asking a negative question creates confusion. It’s clearer if you phrase the question positively (e.g., “Do you have Word installed?”) or ask an open-ended question (”What applications do you have installed?”). If you must use the negative, try a question such as “Am I correct that you don’t have Word installed?”

#4: Be sensitive to differences in technical knowledge

Chances are, your customers have less technical knowledge than you do. Be careful, therefore, when explaining things to them. If you use acronyms, be sure you identify what the acronym means. The same acronym can mean different things, even in an IT context (for example, ASP can refer to “application service provider” or “active server page”). Be careful that you don’t make two opposite mistakes: either talking over their head or talking down to them. Keep your eyes on customers when you talk to them and be alert to cues indicating that they don’t understand. Ask them whether they understand what you’re saying, if necessary.

#5: Use analogies to explain technical concepts

A good way to explain a technical idea is to use an analogy. Though they have limitations, analogies are helpful in explaining an unfamiliar idea in terms of a familiar one. One of the best analogies I ever heard compared a firewall to a bank teller. When you enter a bank, you don’t just go into the vault and get your money. Instead, you go to a window, where the teller verifies your identity and determines that you have enough money. The teller goes to the vault, brings it back to the window, gives it to you, and then you leave.

#6: Use positive instead of negative statements

Your customers are more interested in your capabilities than in your limitations. In other words, they’re interested in what you can do, rather than what you can’t do. The way you say things to them influences how they perceive you and your department. You, as an IT department or individual, can be seen as a roadblock or you can be seen as a partner. So, for example, instead of saying, “I can’t help you unless you log off,” consider saying, “Please log off so that I can help you.” Your statements often will be easier to understand as well.

Here’s another reason to avoid negative statements. Have you ever experienced gaps of silence in your telephone calls, where the conversation breaks up? Usually it happens when using a cell or a VoIP telephone. If the gap occurs as you’re saying “not,” your recipient could get the opposite message from what you intended.

#7: Be careful of misinterpreted words and phrases

Sometimes we say something with innocent intent, but the other person misinterprets it. We mean to say one thing, but our pronunciation or inflection causes us to convey something else. For example, in Chinese, the sound “ma” said in a high level tone means “mother in law.” However, said in a falling and rising tone, it means “horse.”

Be especially careful of the word “you.” Overusing this word can make the person you’re talking to feel defensive or threatened. Instead of saying, “You need to speak louder,” try saying, “I’m having trouble hearing.” Another issue involves the dual meaning of “you.” Unlike other languages, English uses the same word to refer to an actual person (for example, the person you’re talking to) as well as to a hypothetical person. Suppose you said to someone, “You never know what’s going to happen next,” and meant to equate “you” with “people in general.” The other person might think you’re referring to him or her specifically and take offense. A better alternative might be, “It’s really unpredictable here.”

If someone is upset, one of the worst things to say is “calm down.” It might work one half of one percent of the time, but generally all it does is make things worse.

In general, think before you speak. I’m not saying you always have to be polite or diplomatic. Sometimes you do need to (figuratively, of course) beat people up. However, do consider the alternatives before speaking. As the proverb goes, “He who guards his mouth and his tongue keeps himself from calamity.”

#8: Remember that technical problems involve emotional reactions

When customers have a technical problem (for example, they’re having trouble printing), keep in mind that they’ll almost always have an emotional reaction as well. Those emotions can range from simple annoyance to outright panic, depending on the importance of the document and the time element involved. I’m not saying you have to be Dr. Phil, but it’s important to acknowledge and recognize these emotional reactions. If all you do is solve the technical problem and walk away, chances are the customer will still be upset.

In these cases, simply saying something like, “Pain in the neck, isn’t it?” or “I hate when that happens to me” can help the customer feel better about the situation and possibly feel more positive about you.

#9: Anticipate customer objections and questions

In his book The Art of War, the ancient Chinese author and strategist Sun Tzu said, “If you know the enemy and you know yourself, you need not fear the result of a hundred battles.” Apply this principle when communicating with customers. In particular, try to anticipate the objections your customers will have to your message and address those objections.

For example, suppose you’re sending out a directive regarding the downloading and application of Windows updates. Suppose further that you have customers who know enough to be dangerous. Such a customer might think, “Well, I’m current in my virus definitions, so this update is unnecessary for me.” Your communications with such a customer will be more effective if you anticipate and address that issue. Consider, therefore, a sentence such as, “This Windows update is necessary even if your virus definitions are current.”

#10: Keep the customer informed

The area where I live, southeastern Pennsylvania, has a large agricultural presence, in particular involving the production of mushrooms. While they are growing, mushrooms are kept in a dark building and are covered with fertilizer.

Your customers will become upset if you treat them the same way. Keep them informed of developments involving them, particularly with regard to technical problems and outages. In particular, keep them apprised even if nothing is going on. For example, let them know you’ve contacted the vendor but still haven’t heard anything back. No news is still news.

If a customer leaves you a request via voicemail or e-mail, let the customer know you received it, even if you are still in the process of handling it. Doing so gives the customer one less matter to worry about.

When a problem is resolved, let the customer know that, too. Nothing is more frustrating to customers than finding out that they could have been working sooner if they had only known.

The Art of Communicating with Clients

Raphael Lapin offers advice on negotiating to achieve positive results and avoid conflict.

BY JANE WOLLMAN RUSOFFFrom the January 2010 issue of Research Magazine

1

Why butt heads with irksome clients, when instead you can negotiate conflict: much less stressful and far more effective.

In his handy book, Working with Difficult People (DK Publishing-Oct. 2009), Raphael E. Lapin, consultant to Fortune 500 companies and governments worldwide -- including AT&T, Yahoo! and the United States Air Force -- explains how to develop negotiation and conflict-resolution skills to build trust and overcome resistance.

Founder of Lapin Negotiation Strategies in Los Angeles, the communication specialist is certified in Harvard Law School's famed Program on Negotiation, having trained under professor emeritus Roger Fisher, originator of powerful negotiation techniques and co-author of the bestselling Getting To Yes: Negotiating Agreement Without Giving In (Penguin-1981).

Lapin, 54, is a Johannesburg, South African-born former rabbi with a masters degree in Talmudic law.

He started his consulting practice in San Jose, Calif., mediating high-profile divorces and labor union disputes, then expanded into advising corporations about negotiation strategies.

Here are excerpts from a recent Research chat with this guru of getting the best out of prickly folks:

You write that people are often difficult because we allow them to be difficult. How so?

They're difficult when a vital interest of theirs is being threatened at that moment. Faced with a difficult person, the first question I ask myself is: What am I doing or not doing that's enabling them to be difficult? I take responsibility.

Why is listening to what clients are saying so important?

A mistake people make is that they talk more than they listen. They get into pitch mode and start pitching what they think would be appropriate: "Let me tell you what's good for you." Really good negotiators and salespeople do very little talking. They do some very good questioning and a lot of listening.

What's "active listening"?

One way to build trust is for the [client] to know that you've heard their needs and understood what they are. That means reflecting back to them what they've said: "Let me make sure I've understood you accurately. Is what you're saying A, B, C and D?" The response needs to be a nice, sharp, crisp "yes." Active listening is essential as a check for understanding.

Why is it vital to paraphrase clients?

To build rapport and trust, it's not a matter of just saying, "Yes, I hear you." I have to demonstrate that I've listened and taken you seriously. Then the [client's] response is: This guy seems to be taking time to actually understand me.

How do you make clients listen to what you're telling them?

As much as 65 percent of what the talker says is missed by the listener because they're busy framing their response. How absurd is that -- thinking up a response to something they're not listening to?

The only way I can make sure you listen to me is to liberate you from thinking about what you're going to say. Active listening makes people feel adequately heard and understood. That makes them less compelled to think about what they want to get in because they've already got it in.

What's the best way to handle a client who angrily blames the advisor for their account's losing value?

This is dealing with emotions. Active listening is the first step to engage when under attack. Don't get defensive. Even if they say, "You caused this because you weren't diligent enough or monitoring carefully," you've got to apply active listening.

A very useful word is "perception" because it acknowledges without agreeing: "If I understand you correctly, your perception is that I was negligent and brought this about." You've got to go through several cycles of active listening while they're quite emotional until you bring their decibel level down.

Why should advisors make sure not to get defensive?

Defensiveness is not productive in any way. The client isn't listening to you: They're too engrossed in their own anger. It allows the situation to deteriorate. You first have to get the emotions down before they start listening. And, of course, grace and professionalism are important at all times.

What about dealing with a client who thinks they know more about investing than the advisor and resists recommendations?

Again, the first thing is not to get defensive because once that happens, it shuts down dialogue rather than fostering it. You want to keep dialogue open, not block it. You need to listen carefully, then ask: "How would this investment meet the goals that you've [previously identified]? What do you think some of the risks might be? Are there ways of mitigating those risks?"

So prompt them to talk more about their inadvisable idea?

Yes, explore it together. Walk alongside them; don't counter and confront them. Pace along with them. Ask them some good questions. This way, you can lead them out of it: "There may be some other options. Let's talk a little about that."

Advisors often use financial jargon that goes over clients' heads and intimidates them. Any thoughts?

One of the important skills is the capability to put oneself in the other party's shoes. Imagine you were the clients. They don't know anything about finances. All they know is that they're nervous about preserving their assets and don't necessarily have confidence in anybody trying to sell them services. Put yourself in their shoes and ask yourself: How would I react to such a person [spouting esoteric terms]?

How do you get clients to open up about their lives, attitudes, dreams for the future?

Asking good questions is a skill in how you frame the questions and the way you ask them. Use the powerful technique of self-disclosure to [induce] clients to talk about things that are uncomfortable for them. It's very powerful. Offer some self-disclosure to make it safe for them to discuss something sensitive. You might say: "This [particular] issue is a constant concern of mine, and I'm wondering whether it would be a concern of yours too."

Should advisors have a list of open-ended questions in front of them?

While learning, it's OK. But it's far better to develop the skill of thinking on your feet. If my purpose is just to get clients to open up and be comfortable talking, the questions might be about their family and history. If it's regarding specific investment experiences, the questioning has to be directed toward that. Not all questions are created equal. [Often] a carefully crafted question opens everything up in a negotiation.

How do you develop the skill of reading between the lines?

First you need to know what you're looking for. This gets into a concept that originated at Harvard: the difference between "positions" and "interests." For example, if two kids are arguing over an orange, each one laying claim to it, the position is "That's my orange." The interest is what is driving the position. You've got to drill down to the interest.

Questions to ask are: "What needs of yours would not be met if you didn't have the orange? How does having it help you?" One child might say, "I'm hungry." The other may say, "I need the orange peel to bake a cake."

So the positions that were originally conflicting translate into interests that no longer conflict: You can give the [fruit] to one child and the peel to the other.

In listening, develop sensitivity by probing deeply.

Why is it important for advisors not to introduce their ideas or recommendations too soon?

We've had many situations in negotiation where the parties will present a proposal too early and it's rejected; but later on, the same proposal is accepted perfectly well.

Nobody likes to have solutions imposed on them no matter how good they are. People like to feel a partnership and ownership in the solution that's being created. Any solution or idea that's put out before a sufficient rapport has been built will be perceived as the other party being self-serving -- no matter what.

How critical is communication through body language?

First of all, the advisor should be aware of their own body language. It will either build or corrode trust. Obviously, it has to match your verbal language; otherwise you'll come across as inconsistent and not trustworthy. You can't fake that -- you have to authentically be concerned. That means listening to the client, leaning in, making eye-contact. You can't say how concerned you are if, when the client is talking, you're checking your e-mail.

Can you elaborate about eye-contact?

When a client is talking to you, eye-contact is very important because it shows that you're completely attentive. When they're speaking and your eyes are shifting all over the place, it's like the politician who's shaking hands and at the same time looking behind your shoulder to see who's next. It's important to give complete, full focus and to maintain eye-contact.

What body language should advisors be aware of in clients?

If they are easily distracted or looking around, they're not engaged. One way of dealing with that is to engage them verbally. Let them talk.

If a client isn't believing what the advisor is saying, they may frown or shake their head. Advisors should address this in a productive, constructive way. Phraseology is very, very important. You might say, "By watching you, my sense is that you have concerns with some of the things I'm saying."

What if an advisor gets the distinct impression that the client doesn't trust them?

I won't say, "My sense is that you're not trusting me." I may say, "My sense is that you have some reservations and concerns. I'd like you to talk a bit more about them."

If you say, "You don't trust me," they'll become suspicious and defensive.

So active listening isn't a good tack here.

Never use active listening to reinforce something negative! That is, if someone says, "Raphael, I think you're an idiot," I'm not going to reply, "OK, if I hear you correctly, you think I'm a fool. Is that right?" But I could say, "My sense is that you feel I fell short of the mark. I'd like to know a bit more about that."

When the market plummets, many advisors disappear and avoid contact with clients. What's a better way?

Our research has found that hospitals that are open about things that have gone wrong have a lower incidence of malpractice suits than those that are not transparent. The same thing applies to [financial services]. An enormous amount of suspicion can be created among clients when things are going south and they can't get hold of the advisor.

Does that mean initiating a phone call to them?

Communication has to be kept open at all times. People think we need good communication when problems are arising. But the converse is true: Problems arise when there isn't good communication. The time to [start] communication is not when things are going wrong but when things are going right.

In business, being able to read people and quickly get a sense of who you’re dealing with is an invaluable skill. It turns your encounter with a client into an opportunity to catch a glimpse of the upcoming project and how it will need to be handled. It is one of the building blocks of a professional relationship.

In today’s digital age, the arena has shifted to the Web, and the online office space that most freelancers inhabit limits personal interaction. Though sussing out a client’s personality via online communication is difficult, it still remains an invaluable tool in your arsenal.

Image by Salva Barbera (http://www.sxc.hu/photo/524000) .

In the freelancing field, you will encounter a range of client types. Being able to identify which you are dealing with allows you to develop the right strategy to maximize your interactions with them, and it could save your sanity. Below is a list of the most common personality types and the tell-tale signs that will tip you off.

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The Passive-Aggressive

Image by John Philip (http://www.sxc.hu/photo/983714) .

This is the client who is very passive when you ask for initial input, but when you submit the finished product, they aggressively attack it, demanding a lot of detailed changes, both major and minor. They had an idea of what they wanted all along but kept it mostly to themselves. Even though they showed appreciation of certain ideas and elements throughout the development process, do not expect the passive-aggressive client to keep any of them as they send revisions your way.

Identifying Characteristics

Communication is mostly one-sided and unhelpful during project development. Makes statements such as:

o “I’m not really sure what we’re looking for.”o “Just do something that would appeal to us generally.”o “You totally missed the point of what we wanted.”

How to Deal

Patience is the key. Expecting the last-minute requests for revisions may soften the blow of the client’s aggressive behavior. Keep your original layered design intact so that you can easily refine and change it later (not that you wouldn’t, but it does happen). Also, make sure your contract specifies a limited number of revisions.

The Family Friend

Image by Celiece Aurea (http://www.sxc.hu/photo/422180) .

This is the client whom you have known for years either through personal or family interaction, and this connection has landed you the job. The relationship will be tested and perhaps marred forever by what could very well be a nightmare of a project. This family friend believes he deserves a “special” price and unbridled access to your work. They will sometimes unwittingly belittle your work or not take it seriously because of their personal connection to you.

Identifying Characteristics

These clients are easy to identify because… well, you know them. Makes such statements as:

o “Could you just throw something together for me?”o “I don’t want you to think that just because I know you I want you to cut me a deal.”o “You’re going to charge me what?! But we go way back!”

How to Deal

The way to deal with this client depends on how well you know them and how much you value your relationship with them. But remember that anyone who would take advantage of such a relationship is not truly a friend, so respond accordingly. An honest approach could end up saving the relationship. But start off with a professional, not personal, tone, and they may follow your lead. Of course, if you truly value the relationship, you may want to pass on the job altogether.

The Under-Valuer

Image by Maxime Perron Caissy (http://www.sxc.hu/photo/514164) .

Like the family friend described above, this client will devalue your creative contributions. But there is a difference: you do not actually know this person. There is no rationale for their behavior. They feel they should get a “friend’s” pricing rate not because they want to be friends with you, but because they do not see your work as being worth that much… even if they couldn’t do it themselves. Not coming from a creative background or even having had exposure to the arts can mar someone’s appreciation of the work that you do. After years in our field, we make it look easy, and that is what the under-valuer sees.

Identifying Characteristics

Does not respond to questions in a timely fashion. Makes such statements as:

o “It’s not like it takes much effort on your part.”o “Couldn’t you just throw something together for me?”o “How hard can this really be?”

How to Deal

Confidence is key here. You know what your work demands and how well you do your job. The under-valuer will recognize this confidence. Don’t back down or

concede a point to the client when discussing your role in the project. Standing firm will establish the professional and respectful tone you deserve. If the client does not respond in kind, cut your losses and decline their project.

The Nit-Picker

Image by Bob Smith (http://www.sxc.hu/photo/418215) .

This client is never fully satisfied with the work you do and will constantly pick on minor details here and there that they dislike and want changed. Do not be surprised if they ask you to change these same details over and over ad nauseam. It is not a sign of disrespect (as it is with the other clients), but simply the nature of the person. They may have been burned in some other project and are now unsatisfied with everything in their path, including your work.

Identifying Characteristics

Complains almost consistently about unrelated things. Personal outlook comes with a scathing bite. Makes such statements as:

o “How hard is it to [fill in the blank with any rant]?”o “I’m really not sure about this element here. It just doesn’t pop!”o “I don’t think you are really getting it.”

How to Deal

Once again, patience is important (especially if you have some sadistic reason for taking on nit-picking clients). Try to detach yourself from the project as much as possible, so that the constant nit-pickery does not affect you personally. It is easy to feel hurt or get defensive when your work is repeatedly questioned, and you may begin to doubt your skill. But understand that this is not about you or your talent; it is simply a personality trait of the person you are dealing with. And once again, protect yourself in the contract.

The Scornful Saver

Image by Ivan Petrov (http://www.sxc.hu/photo/1102930) .

This client has similarities to the nit-picker and under-valuer but is actually impressed with your work and skill set. The criticize you merely to undermine your confidence in an attempt to lower your pricing rate. Unlike some other client types, the scornful saver understands creative people and their processes. But they are cheap and manipulative, and their scheme may have worked in their favor once or twice in the past. So, they continue to subtly abuse the people they hire in the hope of saving every last penny.

Identifying Characteristics

Compliments always come with a less-than-flattering qualifier. Takes time to respond to questions, sometimes making you ask more than once. Makes such statements as:

o “I really like what you’ve done overall, but I’m unsure about one or two things.”o “You may not have gotten exactly what we’re looking for, but you’re close.”

How to Deal

Once again, it is all about confidence. Having a solid understanding of your field and being confident in your knowledge and abilities will keep this client’s manipulation in check. Standing your ground and even calling the client on some of their tactics could shift the balance of power over to you. Be prepared to walk away from the project if the disrespect and manipulation continues. There will be other projects and other clients.

The “I-Could-Do-This-Myself”-er

Image by Maria Beliakova (http://www.sxc.hu/photo/1070268) .

Where to begin… When this client farms a project out to you, they make clear to you that they know how to do what they’re hiring you to do but that just don’t have the time to actually do it. They may be working at a firm or an entrepreneur; either way, you are there to pick up their slack. If they’re at a firm, you could be in for an interesting situation; they were likely hired for their particular style and proposals, and now you will have to please two sets of people: the person who hired you and the people who hired him.

Identifying Characteristics

Will generally be (or look) hectic and rushed. Communication from them often takes the form of short bursts of information. Makes such statements as:

o “I could easily handle this if my schedule weren’t so full.”o “Really? Not sure that’s the direction I would’ve gone in, but whatever.”o “Remember, you are filling my shoes, and they’re pretty big.”

How to Deal

The “I-Could-Do-This-Myself”-er will likely have recognized your talent and skill right away, which is why they hired you. They merely want you to know that this project (and thus you) is not above their ability. And though these reminders will grate on you periodically, they will let you run with your ideas, perhaps offering suggestions or feedback on the final design.

The Control Freak

Image by Michal Zacharzewski (http://www.sxc.hu/photo/957040) .

This client desperately needs to micro-manage every little detail of the project, no matter their qualifications. No decision may be made without their explicit input and approval. This tiresome client forces himself into your workflow, heedless of either invitation or protest, and will demand access to you at whim. The concepts of boundaries and strict work processes are easily lost on the control freak, who constantly disrupts the flow. They may also believe you lack dedication or preparedness, further reinforcing their need to interfere.

Identifying Characteristics

Initial contact is long, detailed and one-sided, with little input sought from you. Your input remains unsought as the project pushes forward. Makes such statements as:

o “This way we can keep in contact 24/7 in case you have any questions, or I do.”o “I really know best what is right for the project and what is not.”o “What do you mean, I’m distracting you? I am the only thing keeping this project on

track!”

How to Deal

If you absolutely must take on this client, for whatever reason, resign yourself to the fact that you will not be steering at any point. You will have to detach yourself from the work because you will have no control at all. You will merely be constructing, not designing, so just let go and let it happen. You may want to exclude this project from your portfolio.

The Dream Client

Image by Piotr Lewandowski (http://www.sxc.hu/photo/426208) .

This client, widely dismissed as a myth, does in fact exist and understands the full scope and artistry of your work. They value your role and creative contributions and want you in the driver’s seat as soon as the project gets underway. They are timely with responses and payments… payments that they did not “negotiate” but rather accepted for what they are. They reflect on your suggestions and have confidence in your capabilities.

Identifying Characteristics

Is enthusiastic about the project and your involvement in it. Communication shows awareness of and respect for your role. Makes such statements as:

o “Here’s the brief we prepared. The rest is pretty much up to you.”o “We like what we’ve seen and trust you’ll do great things for us.”

How to Deal

Don’t brag! Just enjoy the ride and hold on to them for as long as you possibly can!

Wrap-up

Being able to identify the type of client you are dealing with will prepare you for the job ahead. It will also help you decide whether to accept the job in the first place. Your contract will reflect the power dynamics of the project, so the more you know about the client, the better able you will be to adjust the contract as necessary. Have you come across other types of clients in your freelancing career? Please let us know in the comments.