The Art of business communication

Written by: Doug Ott

There are many forms of communication when it comes to developing and maintaining business relationships. The more common forms, email, phone, and in-person, can all be effective if done correctly.

Understanding the pros and cons of each one can help you shape a healthy combination in the world of business development.

In-Person
In-person communication is by far the MOST IMPORTANT way to build and maintain strong relationships. Reading the person’s body language is a strong indicator of where their interest lies in the conversation.

Pros

1. The ideal barometer – Typically one can learn in the first 5 minutes of a conversation what type of person you are dealing with, e.g. Type A or “touchy feely”.
2. Build rapport – A more natural way to learn more about your client outside of work, while building trust.
3. Read the body language – Facial expressions and body position communicate more than words. This is particularly important when using humor.
4. Off the record – Speaking privately in-person can often be more effective in sharing private information than on the phone or in email.
5. Learn the client – Meeting with a client in their office can often times tell you so much about him/her – pictures of wife, kids, little league, alumni, awards, favorite sport teams, etc.

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Cons

1. Not as time-efficient. Getting to and from the in-person meeting can take time.
2. Not as effective with large groups.

Important

1. Do your research on the person if it is the first time meeting him/her. Even if it is not the first time, getting the occasional update on that person’s life/business prior to your meeting shows that you care and are interested in their business.
   1. Look online (e.g. Google, LinkedIn, their web site) for anything relevant that you might be able to bring up in your conversation. For example, did their company make a recent acquisition, or did that person speak on a panel? Did he/she participate in a recent event outside of work such as a marathon, triathlon or volunteer event. Personal achievements outside of their work life are a big deal and worth bringing up when the timing is right.

 

1. Dress the part
   1. Don’t wear a suit if you are meeting at the ballpark for a game, and don’t wear jeans to a client meeting unless you know your client will be showing up casual as well. When in doubt, over dress, even at your office. The “dress for success” motto still exists. It not only gives you more confidence, but it also impresses others.
2. Don’t be late!
   1. Being punctual for any form or meeting is so important. It shows professionalism and respect. Always error on the side of being early since Murphy’s Law can often bite when you least expect it.
3. Follow the 80/20 Rule – 80% listening / 20% talking
   1. Everyone likes to talk about themselves and they like, even more, others who let them talk. Be the person who lets the other talk. Listen and learn. Ask questions. Ask questions behind the question. You will walk away much more knowledgeable about that person. At the same, they will leave with a positive impression of you who showed genuine interest in him/her. Remember, you will have plenty of time to talk about yourself in other conversations. Learn as much about them first!

Email
Everyone uses email today and it is a daily necessity in today’s business world. Understanding how and when to use it can be important when it comes to communicating with your contacts.
Pros

1. It can be very time-efficient when done correctly.
2. You can “touch” more people in one day than you can with phone or in-person connections.
3. A practical method to send something of interest such as an article or document.
4. An effective way to set up in-person meetings.
5. A paper trail can be useful and important in times of misunderstandings.

Cons

1. Your email can get lost in the 300+ emails per day that person receives.
2. Not as personable as phone or in-person.
3. If written poorly, it might end up in the “deleted emails” box without being read.

Important

1. Too few words in an email may come across too impersonal. Too many words may go unread, especially when viewed on an iPhone. Find the right balance.
2. Get to the point! Don’t ramble too much at the beginning of your email.
3. Proofread ALL emails before you hit “send”!! This is so important. Typos are easy to come by and will be perceived as sloppy and unprofessional by the reader.
4. Put yourself in the reader’s shoes and ask yourself if and how you would respond.
5. Using humor in your email can be fun and effective with the right person; however, be careful. In written form, humor can often be missed, or misunderstood when the person does not have your body language or voice to back up your humor.

Phone
Picking up the phone to speak with someone in the business world seems to be a dying art when it comes to business development. Why pick up the phone when you can simply text or email someone? Because it works and can be a refreshing and effective way to connect with people. It is not as effective as meeting someone in person; however, it’s the next best thing. Typically, more can be accomplished in a phone conversation than it can be in an email. It is more personable, and often saves time from the delayed back-and-forth emailing.

Pros

1. Feedback is immediate versus email.
2. It is more personable.
3. Often times more can be accomplished in a call than in an email.

Cons

1. Hard to reach. Some prefer email during a busy day.
2. Timing can be off. Voicemail tag can waste many days.
3. It can be hard to tell if the other person is fully engaged, especially with conference calls.

Important

1. Timing – Try to get a feel for when you should call someone. Lunch hours are often not the best time. For some before the day gets started or when the day is wrapping up is the best. For many, Monday mornings and Friday afternoons are not ideal.
2. When leaving a voice message, leave your name and number at the beginning of the message. If they need to listen to it again, your number will be easier for them to retrieve.
3. Frequency – When trying to reach someone for the first time, be aware of the frequency of your calls if you leave voice messages. Too many calls can be annoying.  Not enough and they may forget who you are. Breaking it up with an email between voice messages can be effective.

Moral of the story
While emailing and phone calls are effective forms of communication, there is no better way to build business relationships than in-person meetings. It often times takes focus, persistence, and patience, yet is imperative in the world of business development. If setting up a meeting with someone becomes challenging, go to your back up and pick up the phone. You will be surprised how much you can also accomplish in a phone conversation.