A client bought a new mattress and decided to take part in the mattress company’s focus group about the experience.
“Why did you buy this mattress?”, they asked. Reasonable question! My client answered, “I moved.” What she did not say was that she moved due to a relationship break up.
“How did you feel about the price of the mattress?”, they asked. Reasonable question! My client answered, “It was a fair price.” What she did not say was that she knew someone at the mattress company that extended an employee discount.
You never hear the whole truth.
The unsaid answers that my client did not share would have given more accurate information.
How can you glean more transparent data at exit interviews, strategic meetings, and annual reviews? OR… any day/time of the week?!
Listen between the lines.
The most effective communicators know how to use every tool at their disposal.
- Ask questions and go three deep. Explore beyond the first answer given.
- Observe nonverbal behavior. Look at gestures, stance, tone of voice.
- Have an approachable attitude. Be present and focused on the other.
- Smile. Always a good idea (but you don’t need to grin like the village idiot).
- Use good eye contact. Be inclusive and look at everyone if there is more than one person involved.
You may still not hear the whole truth; but you’ll net a more transparent interaction.
#Communication #SpeakForYourself #KarenCortellReisman #ListenBetweenTheLines