Tips for Communicating Productively with Customers, Employees and Other Business Associates

Successful communication with others is a two-way street. It requires active listening. The ability to acknowledge another's point of view and the commitment to create a relationship with the person to whom you are speaking.

Here are some tips that work for me and my clients - particularly in confrontational situations.

1. Always acknowledge what you hear from the other person. Say: "I hear you." Then proceed to repeat back what the other person said to make sure you have it correct and the other person knows you have heard it. It is a technique called mirroring.
2. Become an excellent listener. If you are creating answers while the other person is talking you will not hear the real meaning of what they are saying. Form your answers as you acknowledge them and mirror what they've said.
3. When you listen, look the person directly in the eyes and make them feel like they are the most important person in the world. If you are on the phone make appropriate responses to let them know you've heard them.
4. Say something that is truly positive about this individual - and make sure you mean it.
5. Stay positive throughout the conversation no matter what the other person says. Remember, they have a point of view even if you do not agree with it. Stay positive throughout the conversation no matter what the other person says. Remember, they have a point of view even if you do not agree with it.

Successful communication means creating a relationship with another individual - a relationship that includes understanding his or her needs, their concerns and their dreams. Help them form a vision for what they desire and make yourself or products a part of the vision.