Stronger Communication Equals Better Bottom Line

Stronger Communication leads to better referrals, less downtime, fewer mistakes and less conflict

Given our current economy, many managers and business owners are thinking of ways to become more efficient. Cutting costs on phones, printing and other basic expenses is an obvious first step. We also need to recognize that we can save time and money when we have stronger communication.

Stronger communication can lead to more and better referrals, less downtime for employees, less conflict between employees and fewer (potentially costly) mistakes. If we isolate just one communication element, we can begin to see the benefits associated with a behavioral change. Let’s look at assertiveness.

Assertiveness is the ability to express one’s feelings and assert oneself while respecting the feelings and rights of others. Assertive communication is direct, open and honest. It clearly expresses our position to the other person

The benefits of assertive communication:

• Concise, clearer and more efficient communication reduces misunderstandings. The more assertive the communicators in our workplace, the fewer mistakes we make, the fewer customers we upset. When we are assertive, phrases like “I thought you meant” or “oh, now I understand” are rarely heard.
• Less stress. Assertive people tend to have fewer conflicts in their dealings with others. Assertive behaviour reduces physical and mental stress. Staff feel less like victims and more empowered. Staff feel better about themselves. Therefore, they feel better generally, and are less likely to book off sick .
• Assertive people tend to solve problems quickly, gaining customer appreciation and repeat business. As well faster problem resolution results in reduced resentment, frustration and other tensions that block peak performance.
• Assertive people tend to be more supportive of others. Assertive people respect and the needs of others and will often help others get their needs met as well. Many problems have win/win solutions and assertive communicators look at what the other parties’ interests are and then quickly negotiate an agreement. This is the perfect win/win scenario and if this attitude permeates your business, your clients will notice the difference.
• We get what we ask for. This is a basic sales technique. (Always, ask for the order.) When you ask for what you want … you just might get it. So go ahead and state what it is you want and in these unpredictable times be prepared to negotiate and create a win/win for both parties.

In the training Essential Communications has done with organizations large and small we’ve found that the after effect of a program such as Strengthening Your Communication Skills is immediate. Managers have reported a shift in the relationship dynamic in strained team scenarios, and customers who, over time, comment on the clarity and confidence of customer service reps.