Sparkling Communication Skills: Insights come from asking the right questions

A Business Fable

Rita had worked hard with her new venture. Providing cleaning services for local households was going well. She felt contented in the realization of her expertise. Other people appreciated her no-nonsense approach. Therefore, she had trained her staff to work with hands of steel, with strong elbows, and to get on with it. Yes, get in there, clean, and get out!

Rita was confident that she knew it all, and therefore all would come to her. Ah, but that is when everything went just a little bit wrong. With her staff trained to have hands of steel, be relentless in what they do, and get the job done and out the door, Rita thought she had everything under control.

And then one day, the phone rang. Rita was told, in uncertain terms, by Mrs. Jarrod, residing at The Lodge, that she would not require a cleaner anymore. The customer then went on to explain that the rather heavy-handed cleaner had managed to crack two antique glasses, chip Mrs. Jarrod’s Jacobean windowpanes, and a screw had fallen out of the Edwardian nursery door with all the constant slamming!

Rita knew best, and told the client exactly why, and put the phone down. Who did Mrs. Jarrod think she was? And how was she to have known about the special contents of the house?

Ignorance will not be bliss and people sense it.

And to be honest, they do. We have all been to those raft races. You know, put together boats, made out of everything and anything. The ones that hold out through the race and finish are carefully built with foresight, research, and a wide range of interaction between team members.

If you want clients to feel part of the team, asking questions and taking note of answers gives your raft outstanding buoyancy.

Communication skills can be as deep as an ocean or as shallow as a raindrop. Depending on how much effort you put into expanding them.

When we approach the client and business relationship with a light spray of verbal dampness, then all we shall pick up is the dust.

Sonya Vukomanovic/Lawrence 15/01/2024 ©

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