4 Tips for Improving Your Communication

Last updated on May 28, 2021

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

Communication is a critical aspect of any business. Making sure everyone from client to business to the team are on the same page makes the difference between business growth and shutting things down. We have 4 easy tips to help you become a better communicator.

1. Bring a positive approach to the table

Assume everyone wants the best.

Donald Miller, Marketing and Brand Expert, and author of the book Storybrand, encourages businesses to “Pretend that the world is consistently conspiring to help you succeed.” 

Think for a moment about the sheer amount of random variables that brought that client or customer to you. The odds are staggering, and yet here they are. Even if people have taken advantage of you or even if you experienced some bad clients (who hasn’t), start each new relationship with the expectation that this new client is going to be the best one yet.

Treat a client as a friend.

Nicole Beth Andal, Manager of Content and Public Relations for linkingnews.com, said this:

We’ve watched small businesses grow over time, and they all had one skill: they approached people as if they were already friends.

She goes on to say, “Being friendly is still the best communication skill. People in business should have an eagerness to connect and build rapport.”

Avoid treating those initial conversations as preparing for a fight. Instead, see them as an invitation to the party! 

2. Learn to Listen

True listening is a lost art. As Stephanie Johnson, Senior Communications Strategist for The Skyline Agency in Dallas TX, told us:

Listening is an integral part of the communications process. There’s a difference between hearing someone and listening to someone.

In his book, Never Split the Difference, former FBI Negotiator and Founder and CEO of the Black Swan Group, Chris Voss offers these critical listening skills. 

• Mirror back what they are saying. Even repeating just the final three words someone says shows you are focused on what they are saying and fully present in the discussion. 
• Label emotions, don’t judge them. Instead of adding to a tension-filled moment with “what’s your problem?” try, “I’m hearing some frustration, how can I help?” or “It sounds like you’re nervous to book someone using an online platform. I understand, and I assure you it’s safe.” Acknowledging any emotion is the first step to move past it or build on it. 
• Follow a question with another question. If you’re listening to a question so you can answer, you’re not listening. Let a question prompt questions for you. Voss calls these calibrated questions. If you can keep your client providing you with feedback, you can formulate the win/win solution you both want. 

3. Ask better questions than they do

Most people don’t even know the “right” questions to ask. They are still discovering what they want and what they need. Alistar Dodds, Marketing Director & Co-Founder at Ever Increasing Circles Ltd, offers this advice:

Ask clarifying questions and never assume anything.

Getting context before commenting shows you’re dedicated to offering real solutions and services. Learn the journey that has brought them to your company and figure out why they are REALLY there. Instead of offering pre-made options lists and impersonally throwing information at them, experiment with questions like these:

• What led you to seek us out? 
• What has been your experience using talent before? 
• What is your expectation of the service? 
• What is your budget?

Stephanie from Skyline emphasized, “Don’t be afraid to ask questions. Communication is a collaborative effort, so asking questions and rooting through to be sure of what is being said helps keep potential problems and misunderstandings to a minimum.”

Don’t allow the rush to close the deal push you past the moment of real connection with your client. It’s at this moment where you craft and cultivate win/win solutions that result in return customers. 

4. Speak clearly and confidently

See yourself as an industry expert. Remember, they contacted you. This confidence will translate to your client as competence and expertise. 

You are in a unique position to help solve the problem they are facing. Which can make you a hero! Miller, however, has a different approach. Rather than be the hero of their story, make yourself the guide. Think less Luke, more Obi-wan. Help guide your client to become the hero of their own story.

Use your wisdom and expertise to guide them towards an answer, product, or solution that benefits everyone. 

Talking down to clients or speaking with annoyed or condescending tones will only communicate that their hesitations, questions, or concerns irritate you. In the modern gig and review economy, that irritation will send them out your door and to the group or company that will gladly help them. The old adage, “It’s not personal; it’s business,” is dead and gone. In our connected society, all business is personal. 

There you have it! Try exercising these four skills in your next email, phone call, or face-to-face meeting. You’ll be amazed at how more pleasant and productive your conversations become.