What You See is What You Hear
Not What, But How
Anytime you are speaking with someone face-to-face, the words you use are dramatically overshadowed by your tone of voice and your body language. If you don’t believe this is true, ask your dog. Although they don’t recognize a word, outside of possibly their own name, dogs clearly understand what you mean by the tone of your voice and the look on your face.
And yet what parent has not exclaimed, ”Don’t use that tone with me!” at some point in their life. Better yet, how many of us in the middle of a heated discussion have heard the words, “I know that’s what you said but that’s not what you meant!” These types of statements are the direct result of the power of our nonverbal communication. With only words as an option, it is no wonder that our current infatuation with e-mail causes so many misunderstandings.
Effective communication in business is as critical as capital or cash flow. We challenge you to place more emphasis on it. As always, there are plenty of great books and online resources that can help you and your team improve the level and quality of your communication. The most successful companies share a common understanding of what is important to every member of the organization. Make each person feel important and that same attitude will translate to your team’s interaction with your customers. CR