Successful interpersonal communication is crucial for the workplace. However, because of inadequate communication abilities, many professions have stopped, declined, or failed. Using signs and words in verbal and nonverbal communication is common. Information may be transmitted from one party to another over a physical distance thanks to language and technology. Signals are issued to address misunderstandings or provide missing details.
To facilitate effective engagement with both customers and employees, organizational leaders need to be skilled in communication skills. One of the businesses that has had to deal with harsh criticism because of a subpar product is Samsung. The executives needed training on voice, pitch, tonal variation, volume and non-verbal behavior to deal with the affected customers. The paper will address interpersonal communication training program designed to the business leaders to use feedback thus address concerns of distressed customers with defective Samsung Note 7 product.
Good Communication and Listening Skills Training
The Samsung Note 7 smartphone from Samsung Company experienced a lot of criticism almost immediately after its launch. Those who bought the handsets complained of explosions when charging. Angry customers would always return to the various Samsung businesses and stalls where they bought the defective cellphones. They looked disappointed and ready to break into a fight. Such consumers have the feeling of being cheated or have lost a considerable value of investments. Nothing at this point can help the situation and the arguments can spiral further into a rage. The exploding clients need proper management, humility, and patience.
It is important for the business leaders to adjust their mindset in such situations. The customer is upset up with them to find a solution. Adjusting the personal mental status assist in focusing on the clients in the current situation. It is important to listen to what happened and reasons for such reactions. These subtly help in the creation of a partnership between the leader and the client. It is key to resist the temptation to find the solution immediately or just into conclusion about the occurrence. It is an important opportunity for the aggrieved partner to present the petition (Chrone, 2017). The business operator should ask questions for clarity in order to understand the problem correctly. The language should be calm, objective and precise. Repeating the explanations indicates that someone was listening thus assist in lowering the anger and levels of stress. The leader needs to be empathic and apologetic after understanding the issues. The body language must express this understanding and feelings of the other party.
Methods of Communication Training
The non-verbal communication affects perception and exchanges in subtle but very significant. The business leaders use non-verbal communication in their conversations with customers in good times and during distress. Leaders may not be aware of their gestures and how their mannerism and behavior are perceived by the audience as either negative or positive. Many training programs and research concentrate on verbal communication but body signals convey the real meaning and acceptance of the words. The communication involves body posture, eye contact, gestures and facial expressions (Chrone, 2017). Touch, on the other hand, can also indicate a person’s feeling or level of comfort as well as personality traits. Some of the body languages may be spontaneous while others are intentional messages used strategically (Business Topia, 2017). The listeners/interpreters can either perceive or interpret non-verbal communication as distancing or attracting.
Nonverbal communication Training
The distressed customers need business operators who can display emotions and remorsefulness due to the loss of their investment. The body language must reflect and enhance the ability to address the problem the consumers may have. The posture can change self-perception and client’s perception of the leaders. The facial expression occurs during the first seconds of interaction with other people (Skills You Need, 2017). It creates an impression at a glance through the looks on the face. High social power people gaze more during their speech but tend to have a negative glare (Ethos3, 2017). The customers can read fear, disgust, happiness or sadness along with gazing and glaring when talking to the business leaders. It is important to acquire the kind of social power thus high skills in expression.
Rephrasing blunt phrases to prevent offending the consumers
Apologizing is very important but is not enough to appease stressed customers. The conversation needs to look sincere and not use any brute force. A leader showing the genuinely and effective customer service commitment must take responsibilities. It is time to offer explanations and not mere excuses as the client is interested in understanding why the product is not satisfying the need. The seller needs to step in and explain what probably could have gone wrong exercising cushion with adequate measures of the blame. The transparency should not look like a scapegoat rather a satisfactory to the offended customer. The apologies do not mean that the customer service personnel’s admission of fault. The language needs to be calm and blunt so as not to deepen the anger.
Crafting courteous professional email messages
Emails became an important tool in business communication in recent times when communicating with customers and workers alike. Organizations deal with dissatisfied customers almost daily. The situation may seem expected or normal but the way executives handle the situation at the customer service will be significant in retaining dissatisfied customers into loyal once. It is important to be courteous and stick with company’s policy and still make the buyer feel the support and is not alone. The email must be free of grammatical errors and clear thus make the company look professional. The customer services (E-service) must respond to the emails from customers with prompt. It should seek patients or offer solutions enabling the firm to cut down on operation costs. The answered emails require lengthy telephone conversations and interactions which are expensive. Training on proper writing skills will help the company maintains its credibility.
Conclusion
Understanding communication in leadership, the non-verbal cues, and body language are essential in portraying emotions, sending messages and defining relationships. The cues can influence the way staff and fellow managers perceive their leadership and personality. It also affects the self-perception of leadership. Training to the executive is an essential component of the various aspects of the business. Good communication assists in formulating ideas, maintain order, resolving the external and internal conflict. Samsung needed competent business leaders to address a business issue arising from customers. The Samsung Note 7 catching fire when charging was challenging to the business relationship and performance. The public relations at the company were at the test but a good approach to handle the customers would help them out of the quagmire.
References
Business Topia. (2017, November 8). Nonverbal Communication in Different Cultures Retrieved on 9 November 2017 from: https://www.businesstopia.net/communication/non-verbal-communication-different-cultures
Chrone. (2017, November 8). Techniques For Improving Your Nonverbal Communication Skills in the Workplace. Retrieved on 9 November 2017 from: http://smallbusiness.chron.com/techniques-improving-nonverbal-communication-skills-workplace-21411.html
Ethos3. (2017, November 8). The Importance of Non-Verbal Communication. Retrieved on 9 November 2017 from https://www.ethos3.com/speaking-tips/the-importance-of-non-verbal-communication/
Skills You Need. (2017. November 8). Nonverbal Communication. Retrieved on 9 November 2017 from: https://www.skillsyouneed.com/ips/nonverbal-communication.html
