Fixed Ops Magazine - 2023 Vol20 04 - 30

FEATURE BY WILSON LAWRENCE
TRAINING
VS
COACHING
Training with Coaching for Effective Communication
H
ave you ever thought that your communication
is rarely your true intention, but it depends on
how your recipient receives and understands
it? Should the recipient then act or respond in a way
that is contrary to what you expect, could it mean that
you have miscommunicated and therefore the onus
might be upon you to adapt so you are communicating
effectively with any particular person?
INITIAL CONSIDERATIONS
Are we really investing quality time in developing effective
communication skills when talking with customers
when they visit? Perhaps we don't even think
about this.
Initial contact with a customer presents a fantastic
opportunity to 'match and pace' them in order to
establish a baseline of communication that is comprehended
on both sides. Not just that, it has to be effective
and efficient.
POTENTIAL COMMUNICATION ISSUES
A fatal flaw that is easily made in communication is
when we use the wrong type of language. We either
use language that is too sophisticated or not sophisticated
enough. Both can result in our message not being
conveyed effectively.
How can we establish a good baseline of communication
with our customers which will then help us to
deliver premium value? During an initial greeting, a little
small talk is very instrumental in telling us all we need to
know about our customer so we can effectively engage
them. Questions such as, " How was your journey? " or
" What can you tell me about your vehicle? "
What we are doing here is actively listening to the
customer and also their language selection. Which
pronouns are they using? Are they personal or team
pronouns?
The benefit of this technique is that we can adapt our
communication style to the customer's communication
30

Fixed Ops Magazine - 2023 Vol20 04

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2023 Vol20 04

Fixed Ops Magazine - 2023 Vol20 04 - 1
Fixed Ops Magazine - 2023 Vol20 04 - 2
Fixed Ops Magazine - 2023 Vol20 04 - 3
Fixed Ops Magazine - 2023 Vol20 04 - 4
Fixed Ops Magazine - 2023 Vol20 04 - 5
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Fixed Ops Magazine - 2023 Vol20 04 - 24
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Fixed Ops Magazine - 2023 Vol20 04 - 28
Fixed Ops Magazine - 2023 Vol20 04 - 29
Fixed Ops Magazine - 2023 Vol20 04 - 30
Fixed Ops Magazine - 2023 Vol20 04 - 31
Fixed Ops Magazine - 2023 Vol20 04 - 32
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Fixed Ops Magazine - 2023 Vol20 04 - 49
Fixed Ops Magazine - 2023 Vol20 04 - 50
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Fixed Ops Magazine - 2023 Vol20 04 - 58
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Fixed Ops Magazine - 2023 Vol20 04 - 60
Fixed Ops Magazine - 2023 Vol20 04 - 61
Fixed Ops Magazine - 2023 Vol20 04 - 62
Fixed Ops Magazine - 2023 Vol20 04 - 63
Fixed Ops Magazine - 2023 Vol20 04 - 64
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Fixed Ops Magazine - 2023 Vol20 04 - 67
Fixed Ops Magazine - 2023 Vol20 04 - 68
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