How many times have you asked a family member, “don’t forget” to do something? How many times did they end up forgetting to do that exact thing you reminded them about?
Communication challenges are common only at home but in the workplace as well.
It can be frustrating, but the problem may not be them. It may actually be the words you chose to use in the conversation. Pamela Jett, CSP and presenter at Aspect’s first webinar in the ASUGA Educational Series, insists that the words we choose to use and the words we choose to lose can immediately boost our communication skills. By employing negative combinations of words—which our brains can’t process as readily—we’ve effectively just told the other person exactly what to forget.
Remarkable communication is positive, inquisitive, future focused, and emotionally intelligent.
You can listen to Jett’s in-depth discussion of these four elements of effective communication by accessing the replay of this webinar, Words Matter: Effective Communication in the Contact Center. Jett’s discussion starts from the bottom up, knowing that it is only by focusing our energies on becoming more positive and proactive that we can deliver the high-class results our customers want. After we’ve reset our attitude, Jett asks us all to be more inquisitive in our conversations as this shows us as more open and approachable. By focusing on the future, conversations become productive instead of critical. However, it’s easy to forget all of this advice when you’re in the middle of an exasperating call, so Jett cautions all of us to develop our emotional intelligence.
Use practical strategies to immediately recognize, understand, and manage your emotions in positive and constructive ways.
- Learn which words to use and which words to lose. Some words to put on your “Stop Using” list include the word “should,” because it can so easily trigger defensiveness in others. “You don’t understand” is another phrase that can turn a positive conversation into an argument.
- Instead, start using more positive modes of speech, such as using powerful phrases like “I would recommend” instead of “should.”
- Finally, ask others to “Please remember…” rather than asking them not to forget.
Register today for the next session in the ASUGA Educational Webinar series, Great Goal Setting Strategies, presented by Karla Brandau on November 8th at 12:00 PM EST.
Chris O’Brien, Marketing Communications Writer, develops content for a wide range of Aspect communications and social media applications. She continually monitors consumer trends to ensure that marketing messaging aligns with industry best practices and meets customer expectations.
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