Communication is an activity that involves words, body language, voice inflection and tone; it is a discussion between two participants and only becomes effective when the message is fully understood by the recipient. You will know if the receiver of your message understands what you are trying to get across if he or she is able to communicate it back to you and respond accordingly. Often, people use phrases such as ‘Do you know what I mean?’ to check the understanding of their listener.
Communication becomes ineffective if the message is not clearly understood by both or either one of the parties. This usually happens in call centers when a customer gets frustrated and starts yelling at the agent; yelling cannot help resolve a problem and it will definitely not help anyone come up with a solution.
Why is Good Communication Important?
Good communication is an essential medium for any contact center to achieve productivity and establish strong relationships with its customers. Investing ample time and energy to deliver clear communication can help build trust not only with your customers, but also amongst your employees – the end result is an increase in production, output and even a boost in morale. Poor communication usually results in unmotivated staff and low performance; your employees may question their abilities if communication is ineffective and unwelcome in the workplace.
How to Build Effective Communication in the Workplace
- Clearly define goals and expectations. Train your managers to clearly deliver the goals of the company to all the employees of your business. You can do this by creating an outline for any given project; this will help your staff develop an awareness of your company’s objectives, not only per department but an organization as a whole.
- Effectively deliver your message. Make sure that your message is clear and available to your target market; use communication mediums that will allow you to clearly deliver your message to avoid creating confusion.
- Carefully choose your medium. Formulating your message is just one essential step; effectively delivering it to your intended audience begins with choosing the right medium. Face-to-face communication is the best way to build strong relationships with prospects, but it is not the only option. There are numerous communication mediums available today such as social media, traditional advertising and a lot more – all you need is enough time to decide what will work best for your company and product/service.
- Involve everyone in your team. As mentioned earlier, effective communication should start in the workplace. So keep your whole team involved and the communication lines open. Actively ask for and encourage daily reports and updates from your managers and agents. If you make them a part of your plan, they will feel valued and it will boost their confidence.
- Learn to listen and show empathy. Communication is always a two-way process; it will never survive if one or both parties do not listen and encourage response from the other. Actively listening is one way to show respect; it allows you to learn more about the party that you are conversing with. Moreover, it enables you to properly address any issue relating to your business as an employer.
Damage Done by Poor Communication
Poor communication in the workplace may result to either immediate or long-term damage. Although some damages may be corrected, others may not be repaired and these can seriously ‘impair’ your company. Some of the damages done by poor communication are lost time and effort, stress and missed opportunities. These damages can be quite devastating and any employer would want to avoid them at all times. Create a workplace that fosters good communication and increase in productivity and morale will surely follow.