We all know what happens when we do not have effective communication, e.g., adequate communication in the Titanic at the moment of the accident could have prevented the tragedy and the loss of more than 1,500 lives. Fortunately, we do not have accidents like that in our industry.
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Any way of communication is useful, there is not a specific recipe for effective communication. It is essential to have a clear understanding of the message that is being transmitted to achieve team productivity and customer satisfaction. To ensure effective communications, we need to adjust to the needs of our customers in the different stages of our relationships:
First, Listen
It is essential to listen to what our client or partner needs to say, one of the most common mistakes is to believe we have understood everything we need to know before answering. We must take the necessary time to read the other person’s message carefully and make sure we get it right. If more time is needed to investigate something or make a response statement, let them know you are still involved and focused on the conversation.
Keep it Simple
There is a saying that reads, “The more the words, the less the meaning, and how does that profit anyone?”. Being concise when saying or explaining something is essential if you want someone to understand and remember that you are saying or requesting. It is a good idea to use the KISS principle to express clearly our concept.
Be Aware of Interruptions
Be patient while listening, nobody likes to be interrupted, especially if they are explaining a problem, and you interrupt them to start offering a possible solution. If someone has a complaint, allow them to speak their mind and do not interrupt them, take into account that you need all the information available to find a solution faster and avoid stress while assisting your customer.
Be Positive
Our customers expect that we use all our capabilities and not our imagination for excuses that express our limitations to understand and help them. In other words, when we know that the solution that is being asked is not possible to implement, focus on understanding the problem because once we get the real question, we will be able to do what we do the best: getting the best solution for it.
Check Feedback
Asking regularly for customer feedback is the best way to know if you are on track or there is anything that you are not covering. It is great to ask for it, but make sure not to overuse it; otherwise, you will get an adverse reaction from the customer that feels harassed by your wrong image of insecurity.
Remember, We Are Human
We ensure to use the proper language to make us understand, leading with others emotions and interest. Remember to talking and express yourself with empathy, we are coworkers, we are partners, and we have become a trusted advisor, so our customer expects more and more from us.
The Web is full of valuable resources for software developers — it’s hard to know where to start. Here are some of our favorite online resources.
