Earlier today, I attended a Client Focused Communication Training conducted by our company and I’ll share to you what I’ve learned in this said activity.
What is a client?
Let us start by identifying what a client is.
Yes, a client is our customer or someone whom we provide service to. We have two types of clients these are the internal clients and external clients.
Internal clients are those who belong to your team or an organization or company where you’re in. Say for example you’re in a programming team; your internal clients are your Project Managers, Account Managers and even your colleagues.
External clients are those persons who came from the outside; we sometimes call them end clients. Example is the client of our Account Managers.
“If we develop our communication skills, we’re likely to have client satisfaction.”
What is communication?
Communication is our means of conveying our message to another person. It might be via email, chat or Skype, IMs, video calls, phone or face to face. These are the components of communication: verbal, vocal and vision.
This refers to communication that uses words, either written or spoken.
Clarity of speech, remaining calm and focused, being polite and etiquette will all aid the process of verbal communication.
This refers to our tone of voice, volume, pitch, pronunciation, pauses, accents, emphasis, and of course, periods of silence. In other words, it is how we sound.
This refers to conveying a message through visual aids, like signs, drawings or graphic designs. Visual communication comes in many forms, some of which are designed to inform and entertain through moving images, such as films, television and video games.
If we are communicating face to face with a person, visual communication refers to their gestures while speaking.
“Did you know that visual communication is more effective than the other components of communication?”
According to some research conducted, visual communication is 55% effective; vocal is 38% and verbal is 7%.
How do we communicate?
In communicating, we should apply the 4Cs and 3Ps. Follow along as I discuss to you what those are.
So if we communicate, we should keep it simple and complete, avoid using words that aren’t familiar or mostly used. Like when you’re composing an email, one should use simple words, keep your email concise and complete, and if it’s the second time we sent an email to the same client do use the same formatting as you’ve used the first time you’ve sent an email. Remember, it’s a formal email not a scrapbook, you don’t need to make it colourful. Lastly, the conclusion of your email should have a call to action, this should answer the questions, Who? What? and When?
This is most applicable in meetings.
When planning or having a meeting, you should have a purpose, the reason why you have to gather, of course you also should have an agenda and the payoff will be the value, lesson, insights or additional information you’ll get after the meeting.
That’s all I’ve learned from our communication training yesterday. I hope you’ll gain some lessons also from what I’ve shared.