Look At It This Way

I deliver communication training for employees working on a Service and Help Desks, and one of the key points I ensure all students understand is that when we are communicating with others (customers), we all experience the same thing differently – this is because we all see it using our own eyes, interpreting the experience using the beliefs and understandings we have created to make sense of the world. I am often heard saying, “Just because it makes sense to you, does not mean it will make sense to everybody”.

When investigating crimes, police understand that there is no true account by a witness as every one of them will have a different take on what happened.

To be a good communicator, it is worth recognising as much as possible the other person’s ‘reality’. If I’m providing I.T. support and the customer is saying they move the ‘pointer thing’ onto the shortcut, I will never ask them to move the ‘mouse’ onto the shortcut as that may confuse them – they know it as the ‘pointer thing’.

It is also common experience to see two people arguing, quite heatedly, and yet from outside the argument it appears they are saying the same thing, just using different words.

To assist your communication being better understood in the future, recognise that your listeners are hearing what you have to say from their perspective. Become aware of their body language, and ask questions regularly to ensure you’re all on the same track.

You might otherwise become stranded!

Until next time, Live Your Ultimate Life.