How Important Are Misunderstandings in Your Business?

Research regarding the way people communicate indicates that it is highly probable that others will frequently misunderstand what you say or write to them!

How many times have you said, "Why didn't you say that in the first place? " Or, how many times has an employee said the same thing to you?

The effect of misunderstandings on your business is enormous when you start to calculate its cost to in terms of time, money, and customer relationship damage.

Let me share with you that as an employer, consultant, seminar leader and trainer in this industry for more than 40 years, I must say I have heard and spoken that phrase many, many times. Far too many, I'm afraid!

Just how important are misunderstandings in your business?

After accepting the fact that misunderstanding is the norm, next check the cost. Consider these points:

• When jobs have to done a second or third time because of misunderstandings caused by the customer or an employee or both, your company wastes both time and money.
   
• Employees who misunderstand their job responsibilities waste both time and money.
   
• Misunderstanding your customer's expectations or concerns is costing your company both time and money.
   
• Misunderstandings regarding proper equipment operation or maintenance requirements costs your company both time and money.

The bottom line is simply that the importance of the effect of misunderstanding on your business is enormous when you start to calculate its cost to in terms of time, money, and customer relationship damage. I'm sure you don't have enough of any of these three to afford such losses!

WHY DO THESE THINGS HAPPEN?

The major factor in any misunderstanding is language. This occurs because of the vagueness and double meaning of words, as well as the variety of understanding levels caused by a persons sensory language preference (seeing, hearing, or hands on), as well as gender (male/female), age, culture, ethnic origin and perhaps above all, massive trends in society attitudes.

Have you noticed how your work force has changed over the years? Especially today, your workforce is very different from that of just 10 years ago. Compare these factors...

THE late 1990'S WORKFORCE...

• Homogenous (attitudes & behaviors similar)
  
• Authoritarian (everyone listened to the boss)
  
• Stable (an employee stayed)
  
• Security & loyalty (to employer)

TODAY = 21st Century WORKFORCE...

• Diverse/multi - cultural (everyone is different)
  
• Shared responsibilities (want a leader, not a boss)
  
• Change is the norm (employees will leave)
  
• Loyalty is to self and profession (not you)

Is there any wonder that misunderstandings are such a problem today?

TRAINING IS THE ONLY SOLUTION!

Training's hidden power is that of improving communications, which in turn can benefit your company in all the areas that misunderstandings affect negatively.

Training that addresses standards of acceptable performance, clarifies the procedures of a job, instructs employees in the skills required as well as the use of new tools and procedures available for doing a job is your solution to dealing with the challenges of this 21st century marketplace.