By Greg Alcorn
Have you ever said something at work you wish you hadn’t? Sometimes the wrong words just blurt out to employees or with the client. The first step in fixing common communication blunders on the job is to know what those blunders are. Then you can say something the smart way and not the dumb way.
Here are the seven biggest blunders you may not have used, but have definitely come across:
1. Using Bad Bookends
The biggest blunder is starting and ending what you say with the wrong phrasing. Conversation bookends are the small comments or questions just before or right after a full statement or request for action. Be better with your starting and ending bookends. Pre-sentence bookends as a tool can be engaging, demeaning, or distracting. Names are great bookends. Starting a sentence with the name of the person you are talking to warms that person up. “Mary, may I put you on hold?” Saying your name last in your introduction makes it easy for the person you are talking with remember your name. “This is the helpline; my name is Jack.”
2. Starting with Wrong First Words
Are you familiar with the adage, “Getting off on the wrong foot”? Conversations have first impressions, and they begin with your first three words. Hint: one of the words should be the other person’s name. Using names is important when speaking on the phone, especially conference calls. Conference call principle number one is if you’re going to call on somebody, start with the name. Instead of saying, “What were the metrics on our operations yesterday, Frank?” ask the right way: “Frank, what were the metrics on our operation yesterday?” If you don’t start with the name, you might catch the person by surprise. It certainly catches people’s attention when you say their name first.The first step towards reducing the number of dumb things you say is to know what the dumb things are. Then don’t say that, say something smarter. Click To Tweet
3. Not Choosing Your Words Well
The words you choose paints a picture for the listener. Your words express your attitude and your personality. Keep it positive. Don’t start a sentence with the word “no.” Even in introductions, you can’t go wrong with saying the person’s name first. A person’s name followed by the four words “I need your help” is a winner. “Rachel, I need your help.” This is especially powerful when it’s in a situation in which you might be the boss and the other person might be a manager, or you might be in a perceived superior position.
4. Poor Questions and Bad Listening
Meaningful questions always stay on subject, keep a conversation moving forward, and ensure the other person feels heard and understood. Becoming a better listener is easier than you might think. It starts by committing to be a great listener and making an active choice to listen. Ask good questions and really listen. This is the “You have two ears and one mouth” principle.
5. Focus-on-Me Attitude
Making it all about you is a turn off for them. This is not a technique; this is an attitude. The best way to describe a benefit is to describe the feeling received. “I came by as soon as I heard you lost the sale; I’m sad.” The fellow employee can recognize the extra effort and surely appreciates the sentiment. It’s a powerful sentence. A special visit, a sense of urgency, and a sincere feeling (sad). Empathy shows feelings.
6. Wrong Tone
People feel more comfortable with pleasant, variable tone quality. Voice tone is made up of rate, pitch, and volume. Think tone and don’t drone. The tone of our voice helps others to hear our empathy. The rate, pitch, and volume of our statements of empathy help express feelings. Usually, but not always, we hear implied empathy when somebody slows down speech and lowers the pitch and volume. Say, “I am sad to hear that you lost the supermarket account,” and I’ll bet you will automatically say it slow and low. The same with excitement at the opposite end of the spectrum. Say “Team, we won the hotel account!” You can’t help but say it fast, high, and loud. Tone expresses empathy.
7. Not Diffusing Difficult Drama
Stressful conversations, or drama, can be avoided by mastering word selection, listening, and questioning skills. Drama can be inevitable, however. Most stressful situations can be defused when you apply the three Rs: recognize, restate, and reassure. Ask others: “What would you like to see happen?” Those are seven magic words that can defuse difficult drama: Words are just a tool like electricity is a tool. And like any tool, they can be used for helping or for harm. Electricity can cook a person’s dinner, or it can burn a person’s dinner. Words can turn people on or turn people off.
Here is the bottom line
Nobody wants to say dumb things. But we all do. The first step towards reducing the number of dumb things you say is to know what the dumb things are. Then don’t say that, say something smarter.
Verbal communication expert Greg Alcorn, CEO of Global Contact Services (GCS) of Salisbury, NC, is the author of 7 Dumb Things We All Say and speaks to thousands of people each year on improving verbal communication at work. His company has 1,000 employees and averages 30,000 customer service conversations every day. GCS, which Alcorn founded in 2001, serves retail, insurance, financial and government clients. Learn more at www.gcsagents.com.