In today’s world of business, a lot of the challenges we face come down to working with people. Specifically, the question arises: How can you effectively communicate with your clients or customers and meet their inherent communication needs?
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 called to tell her that 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 call her physican’s office back 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.
So, what can businesses and professionals do to enhance customer service and communication? It all starts with listening attentively to what people say and how they convey their needs. Learning to adapt your communication style to meet the specific needs of each individual is not as daunting as it may seem.
Here are the key steps:
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, like asking the patient what questions or concerns she may have had.
2. Utilize Diverse Communication Channels.
Recognize that different people prefer different modes of communication. Some require result-oriented information, while others benefit from discussions. Some need guidance on next steps, and still, others thrive on comprehensive data. Mapping out your client communication process to accommodate these diverse wiring preferences is more feasible than you might imagine. And, including certain information to effectively communicate with all of the wiring patterns is easy. Start by downloading our free infographic, Wiring Matters – Be Extraordinary When Communicating With Others
https://www.excellerateassociates.com/hardwiring
Invitation
If you’re intrigued by the concept of Human Wiring and want to increase your communication effectiveness, register for ]
Wired to Win: Your Path to Passion, Purpose, and Prosperity scheduled for September 19-20, 2023.
Remember to register by Friday, September 8 at https://www.excellerateassociates.com/wired-to-win/
As you know, the economy is met with unprecedented change. It often feels like a free fall into unknown territory but your human wiring actual reveals how you 
Whether you’re launching a new product line, service line or company procedures, keep in mind that the failure rate of change initiatives is estimated between 50-70%. One of the reasons for this high failure rate has to do with the way those changes are communicated.
As a leader, you can communicate with effectiveness and grace when you deliver information with a person’s natural wiring in mind. Your natural wiring or hardwiring is something you’re born with, it’s distinct from behaviors, and stays with you your entire lifetime.
