Professional communication skills are critically important for handling customer contact and may include answering the phone, taking a message, sending a follow-up email, or transferring the customer to someone else. The priority is building relationships and demonstrating professionalism.
We all know to be patient, to be empathetic, to choose words and tone that are customer-focused. Why, then, do many employees struggle with positive, productive communication when dealing with their colleagues? When it comes to our colleagues, it’s often harder to be as patient and calm.
Best practices for keeping C.A.L.M. with your colleagues:
Charitable. Being charitable means being kind to one another. If every interaction with a colleague began with kindness, imagine how much more productive our organizations might be.
Acknowledge. Acknowledging another’s problem with empathy and understanding demonstrates a willingness to help and can quickly break down the silos in our organization. It sounds like, “I understand how frustrating this is. I get why this is important to you”
Listen. Being a good listener doesn’t mean talking. It means asking clarifying questions that give you additional information to seek resolutions.
Meet. Sometimes, it’s just true. We build better relationships face to face. Rather than a phone call or email, get up and go to your colleague’s office. Remember, body language is more powerful than words and tone.
In every workplace interaction, it is important to demonstrate CALM. We need to treat our colleagues in the same way we treat our customers. It’s important to remain professional so we don’t affect our productivity on the job and create negativity in the workplace.
You are in control of your body language, tone, and words. If you are put into a tough situation, remember to take a deep breath and keep CALM.
Center for Practical Management helps companies achieve organizational goals and behavior change initiatives through tailored consulting services, leadership coaching, employee skills training and marketing services. Learn more at www.cf-pm.com
Center for Practical Management is a strategic business partner with Raddon, a Fiserv Company. Learn more at www.raddon.com