Poor communication wreaks all kinds of havoc, from the workplace to the world stage. This page is dedicated to the topic of communication, specifically bad communication, and what goes wrong when it rears its ugly head.
‘If you don’t hear from me, then…’
September 19, 2018
The easy way to respond to someone is simply to suggest if you don’t text, email, call or send a carrier pigeon by such-and-such a date and/or time, then you don’t have what the person you’re communicating with needs. It’s not a good communication habit. The person is hoping to hear from you, and he or she might have another someone to answer to. And, it’s not too far-stretched for you to get distracted and the time passes, sending the person who made the request of you off in the wrong direction based on your unintended silence. Instead, always set a date and/or time that you’ll get back to the person, regardless of whether you’ll be able to meet their request or not, then follow through with an answer to let the person know where things stand.
August 16, 2018
Cincinnati.com, other news reports, April 16, 2018
TBS commentary, April 16, 2018
Personal experience, April 12, 2018
So, I was thinking… Companies probably get calls from customers all the time about such asinine policies that are hidden in 6-point type. I wonder why they don’t take, say, the top five complaints about such policies — and create a “What you need to know” list of the most important points from those legal pages. Make them clear and easy to read. Had I clicked on a document that stated, among five things I need to know about making that transaction, that it wouldn’t count as a “minimum payment due” toward the balance, then I might have saved those reward points for a later flight. Instead, I had to spend my time and theirs fighting that late fee (fortunately, I was successful in doing so).
It’s all about anticipating an argument and getting out in front of it with clear, upfront communication.
What policies do your customers least understand? How can you draw them out of the 6-point type and make them clear from the beginning of a transaction?
Personal experience, April 4, 2018
This morning, another rep from the dealership called to say my friend had missed a scheduled time to come in this past Saturday to look at the car. Her tone was a tad reprimanding.
Really? That’s your communication style? Fake-shaming prospective customers as if they missed a never-made appointment is no way to win friends and sell anything.
The only thing worse (well, that I can think of now) is the non-profit who calls to speak to Ebenezer and when you say there is no Ebenezer at the residence, he or she assures you that you can help, and proceeds to launch into the pitch for a donation. I don’t envy charity development staffs but, again, false premises are no bases for trust.
1. Workplace stress
2. Unmet expectations
3. Relational breakdowns
4. Low morale
5. Dissatisfied clients
6. The bottom line
7. Family stress
1. Lack of focus
2. Failure of purpose
3. Lack of innovation
4. Drop in morale
5. Loss of credibility