A speaker’s words only account for a fraction of the information being transmitted, 7% to be precise. Your non-verbal cues such as your facial expressions, tone of voice and body language have much more of an influence on how the message will be received.
Often in interactions, when verbal and nonverbal massages fail to align, it can decrease clarity, rapport and most importantly trust. As such, the importance of effective communication skills must not be overlooked.
In the world of business, communication is regarded as an essential skill; one that can always be improved and one that is pivotal to the success of organisational process. Increased productivity, reduced conflict and greater job satisfaction are just a few of the positive outcomes associated with effective communication in the workplace[1]. Yet it continues to remain a key challenge for many businesses and a lack of communication within and across teams can result in poor customer experience.
As challenging as it may be, it is essential that effective internal and external communication be the norm within your organisation. This goes beyond putting processes in place, it should be part of the organisation’s DNA. The right people should be communicated to at the right time to ensure customers are being helped efficiently and to present a united front.
Of all the key stakeholders we communicate with, in our daily working practices, there is little denying that the customer is king. How we communicate with our customers directly impacts upon the quality of the customer experience, which in turn influences satisfaction and the likelihood of repeat business. But how exactly can we enhance the quality of our customer communication processes?
Here are the seven C’s, which is a great tool to ensure effective business communication: [2]
Clear
Ensure there is clarity in the message you are delivering so that it can be interpreted the way you intended it to be. You must have a clear understanding about the purpose and goal of the message and what you hope to accomplish in the exchange.
Complete
The message must hold all the information and facts needed by the audience in order for them to make an informed decision or take action. Incomplete messages can significantly breakdown communication and open the doors for misinterpretation.
Concise
Brief, succinct messages that are to the point are crucial as it shows your clarity of thought. Minimise irrelevant information and unnecessary details to avoid misunderstanding, instead focus on the key points you want to highlight.
Credible
Be transparent in your communication and include supporting facts from credible sources to support your message, as it will strengthen the message and build confidence.
Considerate
Showing compassion and politeness in verbal exchanges creates for a respectful dialogue, one where both viewpoints are considered. Demonstrate that you are not just hearing but listening to what is being said. Simply showing empathy and attempting to understand the receiver’s needs can go a long way in building that lasting relationship.
Correct
The information you communicate should be free from error including language and grammatical mistakes, this essentially supports the credibility of the information being delivered and makes you appear knowledgeable and professional.
Confidence
To get your message across effectively you need to exude confidence. This means displaying positive body language, breaking down complex concepts in a simple and engaging way and responding proactively to unexpected situations. Consider things such as eye contact, hand gestures and your stance. For example, a relaxed, open stance, and a friendly tone can make a big difference in others seeing you as approachable.
Source
[1] Radovic Markovic, Mirjana & Salamzadeh, Aidin. (2018). The Importance of Communication in Business Management.
Available at: ResearchGate.net
[2] Seven C’s to Use for Communicating Effectively.
Available at: LinkedIn.com