Effective Communication Builds Customer Relationships

I had the pleasure of facilitating a communication workshop earlier this week and the results were riddled with “ah-ha” moments. 

The group took a test to determine their “color” communication style and then they broke into groups to identify:

• key elements of their communication style
• pet peeves in communication
• topics they like to discuss
• tips for effectively communicating with them

Part of the group, identified as the BLUE communicators, like to tell stories and make people happy and were empathetic and don’t like to be cut off.

Another part of the group – the GOLD communicators, wanted “just the facts” and didn’t want the back story and couldn’t stand to listen to the drivel.

Oh my goodness – the two groups were shocked to discovered their opposite approaches and all of a sudden the conversation got derailed with people offering up times when they struggled to effectively communicate.  I couldn’t have planned it better.  The participants were saying things like “no wonder you interrupt when I’m talking” or “now I understand why you have to tell the back story to something rather than just getting to the point.”

The group learned that by sticking with their own comfortable way of communicating rather than trying to be sympathetic to other communication styles, they struggled to develop a relationship of trust and mutual respect.

We then broadened the conversation to include the customer.  When a customer needs to tell a big long story  and the sales associate just wants them to get to the point – we have a situation were the lack of patience and respect are felt and the customer doesn’t feel listened to or valued.

Bottom line:  when communicating with our customers, our peers, our boss or our family members, we need to be aware of the fact that different people communicate differently.  We need to try and mirror their communication style if we want to build relationships.

The one thing all four communication groups agreed upon:  they all wanted to be respected when communicated with. 

Great stuff! What is your communication style?  Take the Color Communication Quiz.