One more question…
June 6th, 2008 — tonymayoDownload a handy one-page .PDF
of this post by clicking here.
Establish the habit of slowing down your responses to questions, to save time and trouble. A simple and effective way to do this is by training yourself to respond to every question with a clarifying question. This gives the questioner a chance to explain why they asked and what they are trying to accomplish. You’ll be surprised how often the quick answer you might have given would not have helped them –or you– at all.
Suppose, for example, you shipped that big report yesterday, just as you had promised. Today the client telephones and asks, “Have you sent that report yet?” Simple yes or no question, right? Maybe not.
It’s not the things you don’t know, what gets you into trouble.
It’s the things you do know, that just ain’t so.
–Will Rogers
If you say “Yes, I did.” their response is “Thanks. Good bye.” If instead, you invite the client to clarify by asking, “There’s a reason you happened to ask me about that just now?”, the client might say: “I’m going to be in your building today, so I thought I might pick it up.” or “I was hoping to make a change to the requirements before it went out.” or “You promised it yesterday and I don’t have it yet, so [a. I hate you. or b. I hate my mailroom. or c. My boss told me to pester you."] or any of a hundred other clarifications. Aren’t these things you would like to know? How much communication are you blocking with your reflexive responses? People love to be heard. Draw them out by responding with clarifying questions. It will help them to speak and remind you to listen.
For the rest of today, at work and at home, each time you hear a question, remember: amplify before answering.
- Download a handy one page .PDF of this post by clicking here.
Seek first to understand, then to be understood.
Stephen Covey
7 Habits of Highly Effective People
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© Tony Mayo 2008 except as otherwise noted
Posted in For Executive Coaches, For Executives, For Salespeople.
July 2nd, 2008 at 1:50 pm
A wise tip, especially the reminder to listen that comes about by asking questions. And the additional bonus of seeing one’s assumptions and being surprised by what one takes for granted!
Thanks Tony!
July 10th, 2008 at 6:10 pm
Very valuable message, attempting to integrate it into my communication style. I had an example recently of a large sales opportunity that after exhaustive due diligence, contract negotiation, had one of prospects analyst call to say that our cost for a certain service seemed much higher than their current costs and provided the figures. In the past I would have gone into an analysis, comparison of quality and features, justifying the value, etc. Instead, I just asked why he was asking, he said he wanted to make sure his math was correct. He’s concern was that his report was accurate not whether our costs were higher. I assured him that his math was accurate, relieved and reassured, he thank me for “all the help” and they signed the contract.