Information Overload

Several months ago, I received a telephone call from my insurance provider. They wanted me to enroll in the healthy pregnancy plan, a program that offered health tips and advice to pregnant women. It was explained to me that I would be mailed a package of information about my pregnancy, that I would get a phone call at the end of each week to find how my pregnancy was progressing, and that I would have access to a web site and a 24-hour hotline that was manned by nurses who were there chiefly to assist me with my medical questions. I signed myself up and happily hoped I would not need the tools, but was glad to have them at my disposal.

Insurance companies are never the picture of excellent customer service, and the nursing hotline left a great deal to be desired. The first and only time I called the hotline, I had been having a sharp, stabbing pain in my abdomen. I checked the web site and read all the information I could find before dialing the number. The nurse who answered the phone was friendly enough, but that was where her telephone skills ceased. Once I told her my problem, she was silent for several minutes except to answer in the affirmative when I queried if she were still on the line. When she did begin speaking, she spoke in a monotone, repeating verbatim the words on the web page that was still in front of me. When I asked a more specific question, she answered, "This is all it says." I questioned what "it" was, and her answer was indeed the same web site to which I already had access. A few moments later, I politely thanked her, hung up, and continued searching the web before calling my own physician.

The problem with the setup is not just the fact that the information given was vague language packaged as highly personalized advice, it was also the lack of training on part of the nurse on call. Indeed I had access to the same information she did, but she also had the knowledge and the training to explain to me what I could not have known without her expertise. Whereas I'm sure she was a fine medical provider, she simply lacked the skill to communicate with me effectively, In fact, she left me more frustrated that I was before I called. Do I blame the nurse? Absolutely not. I instead blame those in charge of the program for not seeing the necessity in communication skills. They looked at their employees as nothing more than human computer terminals, relaying information while avoiding any real human interaction. Entire industries function in this way, not realizing that they would profit greatly from a true commitment to interact with others.

Molloy Business Development Group offers training that enhances communication with customers, prospects, and colleagues, not to mention family and friends. Call Molloy Business Development Group at (877) 212-6001 to learn about the "Language of Commitment" and how it can aid you in creating lasting relationships through the use of language. You can also visit the Molloy web site at www.molloyllc.com.

Controversially Yours

It seems that every few months a controversial issue finds its way to the mainstay of news headlines, office chatter, and the minds of anyone and everyone who is 'in the know.' Whether it is gun control, health care reform, or recent changes to the lawbooks in Arizona, everyone has an opinion and nearly everyone wants their opinions heard.

While it can be interesting, entertaining, and even educational to discuss these matters, it is wise to not approach controversial topics at the office. Everyone knows this, but not everyone can implement their knowledge, particularly when an issue is vitally important or personal to them. Still, heated issues should be left alone at all costs, but how does one respond to discussion of hot button issues in an office setting? Observe the following exchange between a CSR and his superior.

Johnny: Good morning, Mr. So-and-so!
Mr. So-and-so: Good morning, Johnny! Did you see the headlines today? What do you think about the whole immigration issue?

How should Johnny respond? However Johnny feels about immigration is secondary to performing an excellent job and representing his company well. One cannot do so if personal issues and politics interfere with daily life. There are a number of ways Johnny could choose to handle the conversation without embroiling himself in a debate that could lead to harsh words and a tense atmosphere. Read on:

Avoidance
Johnny: I rarely look at news stories these days, Mr. So-and-so. I'm too busy concentrating on my career.

Change of Subject
Johnny: I didn't see anything about immigration, but I did see an interesting piece on Lindsay Lohan. Did you know she's a blonde now?

Frankness
Johnny: I'd rather not discuss political issues in the office, boss. It might make some people feel uncomfortable.

The method you choose should be based on the situation and the individual at hand. For instance, some may feel put off by the 'frank' response, believing that they are being insulted in some way. On the other hand, some may not be swayed by the change of subject and would appreciate a more forthcoming attitude. It is up to you to decide which style to employ, whether you're communicating with your boss, your colleague, or a prospective customer.

Frustration: A Cautionary Tale

I am frustrated. I am short on time, short on sleep, and short on patience. As a working mom to a four year old and a two month old, who gets not a moment to rest, I find my nerves wearing thin at the slightest provocation. The last few weeks have been trying at best. I am getting three hours of sleep on a good night and yet the work never ends. I am frustrated, and my frustration comes out not just through my written words, not just through my body language, but also through the tone of voice and choice of verbiage I use when talking with my business partners, my family, and my friends.

I noticed the frustration in my voice a few days ago. I traveled with my family to Chicago, driving with the kids in the backseat, screaming and crying, and my husband and I had a heart to heart about what we could do to help us both overcome the frustration. I said that I wanted to start running again, but I simply don't have the time. He said that he would like to read more and had hoped that when he chose to be a college professor he would have summers to study and grow, but now that he is writing book number four, he hasn't the time either. We were at a crossroads and felt that we were doomed to feel this frustration forever.

After much though, it occurred to us that it is not the cause of the frustration that needs to be altered, but our reactions to it. I had taken snapping at my family and letting my temper spill over into my work life, which was not helping anyone; least of all me. Why then, would I continue on the same path? Why keep behaving in the same manner if nothing positive was coming from it? That's when I decided to take a deep breath and not internalize the frustration, but to communicate it.

This is where language is vital. Whether I am speaking to my eight-week old daughter or to a prospective business partner, the words I choose have meaning and depth. By using the first words that come to my mind, I may be performing a grave disservice to myself and to everyone else. Instead of rolling my eyes at my daughter and saying, "I don't know what's wrong! Stop screaming!" I instead say, "This is frustrating for me, because I don't know what's wrong, but I am here for you and we will work through this together." Believe it or not, this works for me. I literally feel the frustration slipping away when I use calm, meaningful words to communicate. And when I really assess how I feel, and share the root of my frustration, the words are carried by the air and the problem seems to have less weight. Believe it or not, this can translate into any type of communication. A client or business colleague who is frustrating because they are asking too much, they don't understand you, or if you are simply having a bad day and are projecting on them, can be given a great gift simply by hearing what you are truly thinking and feeling - so long as your words are chosen carefully and precisely. Frustration does not have to be a way of life.