It’s been a while now since I have heard interpersonal skills referred to as ‘soft skills’. Time moves on and mercifully, attitudes change.
More often, I notice people showing awareness of the importance of the relationships that underlie customer service, effective teams, employee morale and labour relations. There is also a growing awareness that the quality of these relationships depends on the quality of the conversations on which they are based.
It's a good time to look at five common behaviour patterns that lead to poor quality conversations.
People hog the air space, apparently preferring the sound of their own voice to that of others. Conversations take far longer than they need.
Opinions are put forward as if they were facts, leaving little room for alternative data or interpretations.
Conversations move to the search for solutions before problems are properly identified.
People push to have their own solutions accepted. Alternative solutions or actions are seldom considered.
No-one listens to anyone else, except to find opportunities to interrupt with their own data or opinions.
As you consider these patterns ask yourself how the people with whom you interact would rate you on your conversational skills. New years are for resolutions. How about resolving to improve the quality of your conversations this year? Read all about it!
Straight Talk: conversations at work that get results, will be published by Random House Struik this year and will be in the shops in April. Visit www.straight-talk.co.za for more information.
