Situation
It may be a co-worker or a customer, but some people can ramble on and confuse us. This situation can be frustrating and prompt us to stop listening or interrupt them. Obviously, these actions do nothing in regard to creating interpersonal warmth and communications alignment. And, the other person may have verbalized so many issues that it becomes difficult to determine where to start your part of the conversation.
Solution
In order to ensure that you are beginning with a focus on what is most important, provide the other person with a menu of choices and allow her to select the most desirable topic of conversation. Then, ask the co—worker or sales prospect why that specific concern was chosen and the impact that it is having on her, other parts of the organization, or the system in general. The rationale for this is because you want to highlight the primary concern so that the other person is now willing to listen to you.
Example:
"Ms. Smith, it sounds like there are a number of requirements you have for your current supplier for this service. You mentioned cost, quality, and customer relations. Which one would you like to discuss first? Why did you select that problem? What impact is this negative issue having on other parts of your company? What is it costing you and others if this situation continues?”
Stewart Bolno (MBA/EdM) is a Senior Learning and Development
Consultant with Team Builders Plus. He has facilitated seminars on
Leadership and coached executives since 1984. He has taught sales and
management courses on the university level and has conducted leadership
workshops at the Wharton Small Business Development Center.. To learn
more contact Stew Bolno via
email or call 856.596.4196 ext. 206.
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