Even those people who fancy themselves great communicators occasionally run into situations where they get into misunderstandings with customers and clients. For the rest of us, who might not kid ourselves into thinking we are excellent business communicators, misunderstandings can be a regular occurrence. So, what can be done to address and smooth out difficulties when misunderstandings occur?
For some reason, I am one of those people who often finds myself in a peace keeper role. It happens less now that I am working on my own than it used to. In my many years of working with nonprofit organizations, committees, and boards, I developed some trusty skills in negotiating around misunderstandings. Often, it is really just about two (or more) different communication styles. People are trying hard to get their point across and be heard, but they are communicating in a way that the other party just isn’t able to respond to. Misunderstandings result.
The easiest way I have found to smooth out a misunderstanding is to take a step back and try to discover the motivation of the other person. If you can figure out what is driving them and what they are trying to achieve, you can generally figure out where and why things have gone awry and come up with ways to fix it. Of course, this means that you have to step away from your own motivation for the time being. We get locked in communication battles and breakdowns because we are determined to hold on to our point of view in the face of someone else’s. In order to smooth out a misunderstanding, we have to be able to step away from our point of view long enough to see where the other person is coming from.
Once you start to see how things have gone wrong and misunderstandings have occurred, you can attempt to make repairs. Admitting where you might have gotten off track and taking responsibility for your part is a great first step. Many people think that in business is important to never show weakness or admit a mistake in order to maintain control. BUT, you can actually gain the upper hand sometimes, by admitting that you were wrong and attempting to make things better. Remember to take some time instead of trying to rush a resolution. Taking extra time in your business communications can help prevent future misunderstandings from happening—especially with someone with whom you already know you have contrasting communication styles.
Also: What I Love About a Home Business–Not Having to Deal With Crabby, Moody Coworkers
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