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THE “I NEED TO ASK MORE QUESTIONS, WHY DON’T I?” CHALLENGE:
John’s manager asked him for an update on several projects. It was rapid fire questions, filed in with acronyms and industry jargon. They covered the “to dos,” including vital changes to a developing project for a healthcare client. The manager ended with a question: “Everything clear?” John thought he had it and wanted to appear confident, so he nodded. The nod later turned into a shake as he read his notes and realized he was not clear on priorities and who was responsible for each step. He had to set his pride aside and go back to his manager.

Never again. John’s takeaway from his workshop was the need to get comfortable enough to ask all the questions you need to know. Now John asks several questions as he wraps up each meeting: Assignments? Time frames? Responsibilities? Another plus: With better explained roles, the projects go smoother.

THE “CAN I TAKE CRITICISM?” CHALLENGE:
The final skill John wanted to bring back from his workshop was to help his team develop the communication art of taking criticism. A culture that learns this gains an advantage. It is said that a complaint is a gift since you get a chance to improve, versus not knowing and losing a client. To make people feel comfortable giving you negative feedback and/or constructive criticism, you must set your ego aside and be committed to listening.

Never try to justify your actions when someone is sharing this information. Take it all in, make sure you hear what they say, and validate their feelings: “I can see how you might feel this way; I understand now how you perceived the situation.” You can do this without agreeing.

You then want to really evaluate the information. If you change a process based in part on this feedback or do something differently, be sure to go back to thank the client and tell them the change you have made as a result. This shows better than anything else that you really are listening.

These situations are not unique to John; you likely recognize one or two yourself. If so, remember what John learned about communication techniques. In our new world, social media and 140-character tweets exemplify how a lot of “communication” takes place — fast and in short spurts with acronyms.

The true “art” of communication becomes more and more vital at every opportunity we have. Get tuned into how you are handling these challenges and become a true artist in communication. Satisfaction and loyalty of clients and colleagues will be your reward.