Many of the core issues that face business professionals today have to do with people. In particular, how do you effectively communicate with your clients or customers and give them what they innately need?
Human Wiring tells us how people are best engaged in decision making, why some people want lots of information to make an effective decision and others want critical points of information. None of this wiring is good or bad or right or wrong, it just is. When you notice communication cues of your internal and external customers, you create unstoppable teams and raving fans.
One of my clients gave me permission to share her experience with her doctor’s office as it constructively illustrates how human wiring is at work each and every day. My client is naturally wired high in communication (Verbal Thinker) and highest in information/certainty. She needs information (high in Certainty/Information) so she can talk through issues (high in Communication) to crystallize her thoughts and decisions.
Since she was not sleeping well, she called her physician who ordered an at-home sleep test that uses sensors to detect breathing patterns. Once her physician got the results, the physician’s assistant said she should see her dentist for a mask and would send the results over to the dentist.
She received no report to discern the extent of her condition, no opportunity to ask questions, and no time to talk through next steps. Her dentist also didn’t receive the report so there was no follow through.
Left to figure out the next steps without knowing how serious her condition was and the lack of follow through from her doctor’s office, she began to develop a mistrust with her doctor’s office. For someone wired highest on the certainty/information scale, follow through on something you say you will do is important to them. Information on her results also is integral to her decision making.
Once we had an opportunity to talk through her concerns, she was able to ask for additional information so that she could make an effective decision. It’s not until she has the information that she can move ahead on her treatment plan.
What To Do
From a customer service perspective, listen to what people say and how they say it. It will give you insights into their concerns and what they need. It’s not that difficult to learn how to communicate the way the other person needs to receive their communication. The keys are to:
1. Notice.
Notice how someone is giving you their communication. If they are asking a lot of questions, they are seeking missing information so that they can make a decision. In this case, what the physician’s assistant did and did not do gives indicators on what she needs in her communication. Unfortunately, she missed important steps that would have made a big difference in communication and in preserving the patient relationship.
2. Use all of your communication channels, mediums, and methods.
You will deliver communication the way you want to receive it. Some people like to know the results, others need to talk it through, some need to know next steps, and others like information. Map out your client communication process to address everyone’s wiring is easier than you think.
Start understanding human wiring by downloading our free infographic:
Wiring Matters! Be Extraordinary When Communicating With Others
Want to Become Masterful at Spotting Human Wiring?
If you’re inspired to learn about your human wiring and how to recognize the cues that people will give you so that you deliver the communication preferences the way they need to receive them, join us for Wired to Win: Your Path to Passion, Purpose, and Prosperity. This interactive and engaging practicum levels up your communication, customer service, and leadership skills.
March 31-April 1, 2022 from 8:30 am – 5 pm Eastern Time
Join us online or onsite at Business Innovation Lab CoWorking & Conference Center
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