Clear Up Blurry Communication

One of the top brewing companies in America is a consulting client of mine. However, during a seminar for a brewery management team, we were jolted by a "communication wake-up call." We discovered that even though co-workers speak the same words, they don't attach the same meanings. Here's what happened. I asked people to write a list of simple words, such as often, sometimes, never, and usually. Then I asked them to put a percentage value next to each. For example, if I say, "He is often late for meetings," what does often mean? 10% of the time? 50%? 75%? Etc.

The range of answers was amazing. Often went from 5 to 97%. Sometimes was 20 to 80%. Even never was 0 to 100%, with a fourth of the people saying it was somewhere in-between! We were amazed because we assumed everyone in the room put about the same meaning on those simple, everyday words. After all, this was the management team and they worked closely together. I've lead this exercise with over 200 groups working in offices, factories, hospitals, education, sales situations, even government. Incredibly, the results are wide-ranging, even among well-educated people who communicate regularly with each other.

What does this mean to you? It's helpful to keep this communication phenomenon in mind when you speak with customers, make presentations, compose e-mails, memos, reports, instructions, or ask for assistance. Make your communication clearer by using numbers in place of words, illustrating with specific examples, and asking clarifying questions. Define critical terms and spell out expectations. It's smart to recognize that we may speak the same words but not say the same things.

Doug Smart is the coauthor of "Sell Smarter." He is a sales consultant, professional speaker, and host of the daily motivational radio show, "Smarter by the Minute." For more information, email Doug@GrowYourSales.org. Copyright 2005 by Doug Smart

---

The Struggle to Decide: The Paths Customers Take to Solve Problems

Usually my essays discuss the issues that the 'sales' method... Read More

Selling Strategy - 5 Ways To Success

Web sites exist for essentially two purposes. The first is... Read More

Sell More: How to Get Motivated Buyers To Call You First

How many sales opportunities have you lost to competitors who... Read More

Selling Against Goliath

Selling Against Goliath?How to Take on the Big Guys and... Read More

Everything Follows the Pitch

If you asked me to point to the heart and... Read More

Future Business Key Element In Sales

A challenge facing many businesses is how to maintain a... Read More

Your Proposal Was Rejected... But Why?

When a request for proposal (RFP) comes in, you get... Read More

Money Does Talk!

When buying something, you can buy in one of two... Read More

The Trusted Advisor Relationship: What Is It, and What Should It Be?

For the past months, maybe a year, I've been hearing... Read More

Now Is A Great Time To Sell!

Its official. The news just came out. Yes, we are... Read More

How to Build A Steady Stream of Customers--Step One

The success of a small business depends upon a steady... Read More

How A Simple Greeting Or Post Card Can Turn Into Cash ? Guaranteed

I've been using a technique that has helped me to... Read More

Seminars for Prospecting

The purpose of a 1- or 2-hour seminar is to... Read More

Where to Find Mannequins for Sale

Any time a clothing store opens or expands, they must... Read More

Mindset Over Materials: The Secret Weapon of Sustainable Sales Success

Long-term sales success has less to do with skills or... Read More

Chicken Little And The Disintermediation Myth

If Chicken Little were alive today he wouldn't be running... Read More

Whats Your Clients Style?

When it comes to effective selling, one simple fact never... Read More

Interactive Sales Letter Skyrockets Conversions with 2 Simple Questions

There are many tactics and techniques that go into converting... Read More

UK Sales and Marketing Terminology

Terminology / AcronymsABC figures: This is the independently audited sales... Read More

Going the Extra Mile and Getting Referrals

Successful salespeople have the ability to turn the customers they... Read More

Throw Out Your Selling Language - Unlock Your Natural Voice

I was sitting at my desk last week when my... Read More

Five Keys to Make Your Cold Calls Sizzle

Do you clam up on the telephone? An advertising rep... Read More

YOUR Future Profits -- Protect Source With CARE

At 21 years, just out of Business College, I went... Read More

8 Part Strategy For Constructing Your Advertising Message

Strategies to help produce your brochure, advertisment or direct mail.... Read More

6 Steps on How to Install Confidence Into Your Clients

What methods can we use to install confidence into your... Read More

EXHIBITORS - Check Your URL

How many of you have a corporate web site? Everybody... Read More

Want More Sales? Write A Barry Bonds Sales Letter

I'm not a baseball fan. Never have been. In fact,... Read More

Can You Use Hynotic Like Statements To Sell More Products?

As I become more successful with my internet business I... Read More

Gatekeepers

When I ask salespeople to define what a gatekeeper is,... Read More

5+5 = Your Dream

JOHN DI LEMME ON "5 + 5 = Your Dream"... Read More

The Force That Drives Buying Decisions

What do people buy? They don't buy your wonderful presentation.... Read More

Im A Second-Story Man

Can you say who you are and what you do... Read More

The Art Of Cold Calling

I know, don't groan. You have to do them if... Read More