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Convey an attitude of trust. Improving the
level of trust between two people helps to open the lines of
communication. Once trust has been established, ideas flow
more effectively.
Listen intently. Everyone likes to be
heardespecially clients. Try to listen more emphatically.
Remember, you have two ears, so try to listen twice as much as
you speak.
Stay calm. Even if a client becomes irate,
maintain your composure. Staying calm, particularly when the
client is emotional, is critical to fostering a climate that
enhances communication. If you get excited, the client will
too, and nobody wins.
Accept personality differences. If you have a
situation where personality clashes may adversely affect
communication, accept it as something you cannot change. Try
to see the situation from the clients point of view, and avoid
showing frustration.
Organize your ideas. When conveying information
to a client, particularly with respect to complex issues, it
is important to do so in an orderly manner. Present the
information in a way that is logical and meaningful to the
client.
Adopt a positive attitude. If a client says
something that puts you on the defensive, dont overreact and
make excuses. Instead, provide sound reasons for the actions
you took.
Avoid either/or thinking. All issues are not
black or white. Accept the fact that there may be shades of
gray. Dont polarize your thinking. Keep your mind open to new
interpretations.
Provide feedback. Nothing can be more
frustrating to a client than not being kept informed. Even if
you have nothing concrete to report, clients should have an
opportunity to ask questions. This way, they know they havent
been forgotten.
Avoid information overload. Dont give the
client too much information at once. If you are discussing a
complex issue, break the information into easily understood
chunks. If a client feels overwhelmed, everything you say
after that point is meaningless.
Avoid using jargon. Always remember who you are
talking to. If you have to use a term the client is not
familiar with, be sure to define it in words he or she will
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