Good Communication Skills

We’ve been taking a closer look at Dave Lupberger’s 8 attributes homeowners most desire in their service provider. Once again those eight are:

1. Good listening skills
2. Good communication skills
3. A positive, non-adversarial attitude
4. The demonstration of understanding and patience
5. A relationship-oriented approach
6. Honesty and integrity
7. Personal responsibility
8. Fair price

Last time we talked about good listening skills. Today, let’s look at good communication skills. What are the hallmarks of good communication? Here is a by no means exhaustive list of some elements of good communication that are relevant.

You may think you said what you mean; however, you may have failed to deliver your intended message or it may not have been received exactly as you intended. This becomes especially true as situations become emotionally charged. Make the effort to be clear.

Communication with our customers should always be deserving of their belief and confidence. Be forthright and honest. If there is a problem acknowledge it. Be credible.

Communication around a project will be best received if delivered in a consistent flow over the course of the project rather than in periodic avalanches. There should never be times when customers feel they are kept in the dark. Be consistent.

The customer should be an active participant in an exchange of information and ideas not the recipient of a monologue or lecture. Be collaborative.

All communication should take place in an environment of respect and reason. There is no place for disrespect, intimidation, fear, or arrogance. Be civil.

Everyone is busy. Good communication respects time by getting to the point. Be concise.

Looking at the 8 attributes customers most desire in their service providers it jumps out at me how many of them will foster good communication. For instance a positive, non-adversarial attitude will go a long way towards fostering good communication that doesn’t become negative or confrontational. Likewise if we are striving to demonstrate understanding and patience our communication will benefit. If we take a consistently relationships oriented approach to our dealings with a customer it can’t help but have a positive impact on our communication with them. If we act with integrity our communication will be credible. If we demonstrate personal responsibility our communication will be free of the negative impact that accompanies excuses and blame shifting.

Mitch Anderson is currently a training manager at ServiceMagic. In former lives he worked in the construction trades (as a laborer, hanging and finishing drywall, framing, painting, roofing and HVAC) and practiced law for 15 years. He has been married to his high school sweetheart Judy since 1978 and they have three children – Josh, Zach and Jessica.

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