So far, I've shared some of my favorite communication tips.
- Assume positive intent.
- Put space between stimulus and response.
- Match your intention to the desired impact.
- Follow the platinum rule.
When teaching these topics throughout the years, there is one question that comes up from time to time.
"But, Michelle, what if I do all of these things and they don't work?"
Pause.
Don't "work"?
These aren't magic tricks that work if you use just the right sleight of hand.
These are communication tools that enable you to show up at your best all the time.
Don't be too discouraged if they don't "work."
Keep trying. Make consistency your secret weapon. Make clear, kind communication part of your personal brand.
And know that despite your efforts:
- Sometimes the customer will still be angry.
- Sometimes your message might not land the way you'd hoped.
- Sometimes you won't be able to determine the positive intent of others-- no matter how hard you try.
But also know this:
Sometimes at the end of the day when things don't go as you had hoped, you still have the satisfaction of knowing you did the best you could. No do-overs, no regrets. You showed up with integrity and you mindfully communicated with clarity and kindness. You were kindful.
And ↑THAT↑ is where you'll find the magic.
mw
