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A new buzz word entered the business world a few years ago, toxic communication. We use to believe that venting emotions, gossip, casual talk about the competition, or using our words as a weapon, were harmless, victimless. It took the advertising world to teach us that every word is a two edged sword.

The concept was first introduced in Japan with Womansword. Japanese women had their own dialect and vocabulary that contained dual meanings, and could be used to influence or motivate men. This notion made business managers and sales people reconsider the theory of an ‘innocent comment.’
Here are a few aspects of toxic communication that can sabotage sales, destroy a productive work environment, or undermine the best customer service strategy.

Toxic Communication Styles

We’ve all met them, the business manager who consistently, rudely, and loudly chastises people’s stupidity. This not only costs the company talented employees, but has far reaching repercussions.
This person will inadvertently treat a business associate, and not even recognize a problem. No one is good enough that they can be one person in private, and another in public, another in business - it is impossible.

Every time a business person walks into public they are putting on a performance. Communication is not about feelings. The objective is not to win, to be right, to overpower another person. The objective is to reach a certain goal or conclusion.

Threats

A threat can be as simple as a lifted eyebrow, ignoring a suggestion, swearing, crossing arms, or looking bored. Any behavior that demeans, embarrasses, humiliates, annoys, alarms, or can be deemed verbal abuse

These can be as simple as a raised eyebrow, and ignoring a person’s suggestion, to swearing, any behavior that demeans, embarrasses, humiliates, annoys, alarms or is intrusive is a threat whether it is a word, gesture, or body language.

Professional negotiators and public speakers practice communicating in front of a mirror. Just put a mirror by the phone and watch yourself talk to people. You’ll be surprised at the subliminal messages you convey.

Silence is Not Golden

Listening is the solution to 50% of all problems. An open, safe environment invites people to air a grievance, alert managers to problems, and keep managers on-top of their subordinates personal problems and office conflicts.

Listen to your clients. Analyze what they say. Try to assess their wants and needs. No one wants to argue. In fact, as soon as someone starts to argue it indicates that they lack the communication skills needed to win an argument. That argument may be a customer service conflict. It may be the simple ‘sales process.’ Or, it could be something as simple as asking someone if they are ready to buy.

Practice
Practice these rules. They will increase sales, increase the
number of times people agree with your ideas, and pave the way for your business success.

Categories: Business Management, Life Coaching
Tags: Communication