In all business discussions, there is a goal. Maybe not a stated, written-on-a-mission-statement type of goal. But there is still a goal.
Perhaps it is a goal to share information, impress someone, close a deal, make a sell, make a purchase, make a referral, learn something, teach something or even avoid answering a question.
A challenge for many people in business communications is that they may not keep in mind the goals of a conversation. They may also not understand or keep in mind the goals of the other people in the conversation.
A very common mistake in business discussions is forgetting the point of the conversation because of insecurities. This usually results in someone trying too hard to impress others. Candidly, we've all done this AND we've all had it done to us.
The problem with this is that it rarely impresses. People would rather observe actions, empathy and applicable expertise. In fact, working too hard to impress others actually does the opposite. All that effort can result in a loss of credibility. And that makes success very difficult.
Want to have more success? Just remember what you are trying to accomplish and listen regularly to others so you can understand what they are wanting to accomplish.
This sounds EXTREMELY simple but is often a lost skill (or a skill never learned). But like most skills, you can work and practice so this becomes second nature. And that is a good thing for all!
"listen regularly to others so you can understand what they are wanting to accomplish" If we can accomplish this skill that is half the battle.
"People would rather observe actions"... I am this way. And it's precisely why I prefer to speak with people face-to-face. I have never liked talking on the phone because I lack the most important part of understanding someone.... body language!
Your post can change the career of agents that are out to impress. When they learn to listen, truly listen to their customers they will find their job much easier and more successful. Great post! Thanks for the mindset.