Most of us can talk, but it seems that fewer of us communicate effectively at the same time. This requires using appropriate language, the right tone of voice and body language for the circumstances, with a clarity of expression geared to the audience. All of this should work together to produce shared understanding – the simplest definition of ''communication.''

The question, “Can we talk?” is associated most often with Joan Rivers, comedienne and sometime talk show host.

Most of us can talk, but it seems that fewer of us communicate effectively at the same time. This requires using appropriate language, the right tone of voice and body language for the circumstances, with a clarity of expression geared to the audience. All of this should work together to produce shared understanding – the simplest definition of “communication.”

Question: How do you and your salespeople and other employees “talk” when dealing with prospects, customers and each other? Are you “communicating” at the same time?

Do you talk AT people? Do you talk TO people” Or, do you talk WITH people? Some impressions made and the results achieved with each of these approaches are presented in the sections that follow.

Talking AT people

If you talk AT your prospects, customers or employees, these people might see you as making one or more of the following impressions:

“I am the ‘Big Kahuna’ here, so listen up.”

“I don’t feel much like talking to you right now, but, since I have to….”

“I don’t really have time to be bothered by you now, so let’s just get this over with.”

Here are some of the ways in which you might be described by your listeners:

- Unfriendly
- Uncaring
- Irritated
- Unapproachable
- Aggravated
- Disinterested
- No time to listen
- Impossible to deal with


Talking TO people

If you talk TO people, some of the impressions made could include the following:

“Since I probably know more than you do, I’ll do the talking and you just listen.”

“You don’t look or talk like you know much, could understand much or could afford much, so let me tell you how things are.”

“I’ll tell you what’s what and you can like it or lump it.”

Although some of the above could fall under the previous category as well, here are
some ways in which you might be regarded by your listeners:

- Arrogant
- Condescending
- Proud
- Cocky
- Snobbish
- “Too good” for anyone else
- Unpleasant to deal with

Talking WITH people

If you talk WITH people, they might see you as conveying one or more of the following impressions:

“How may I help you?”

“What are your needs at this time? What can I do to meet those needs?”

“I’m sure glad to see you and happy that you came to see us.”

“You are the most important person that I could be talking to right now.”

“You have my full attention to help you in any way that I can.”

“I’m willing to listen to you.”

“It is my privilege to talk with you.”

“I don’t care how you look or talk – you have just as much worth as a person as anyone else.”

“I will not make you feel lowly, unimportant, stupid or anything bad.”

Customer orientation and service orientation , as well as success, are written across all of the above. Below are some of the ways in which you might be described by your listeners:

- Friendly
- Caring
- Easygoing
- Approachable
- Happy
- Personally secure
- Likes his job
- Pleasant
- Interested in me
- Willing to listen
- Patient
- Humble
- Talks at my level
- Doesn’t talk down to me
- Accepts me as I am
- Makes me feel good
- Makes me feel glad that I came here
- Makes me want to tell others how great this person
and place are
- Makes me want to come back

Conclusion

No rocket-science-level understanding is needed to determine which approach will be most likely to result in a sale, referral and repeat business to the public. Likewise, talking
WITH people within the company will produce “sales” in the sense of improved morale,
loyalty, productivity, vertical and horizontal relationships and more.

Are you and your employees ready to “get WITH it?”

By definition, “communication” is “shared understanding.” Shared understanding
requires listening by all parties. A willingness to listen is founded upon good training.
The way in which you communicate with your employees provides some of the informal
training for them that they will use with your customers.

Yes, nearly everyone of us can talk, but communicating requires just a little more effort. And, it is likely to produce more than just a little increase in morale, productivity,
improved relationships vertically and horizontally and an increase in profits.