The most powerful gift of phone communication is – nuance. Coming from the French “nuer”, meaning to shade, nuance is about subtle differences in tone, in colour, in meaning – the differences that, when we hear them, allow us to truly serve our customers and potential customers.
While nuance is always available to us, it is often difficult to capture amidst the distractions in boardroom meetings, at busy network events, etc. And in email – well, I think it’s fair to say that nuance isn’t a strength of email or texting!
But the phone delivers all the shades and colours and meanings of language without any distraction. The only thing we need to bring to the task is our ability to listen and to trust what we are hearing.
Late last week a new client and I were reviewing the content of a workshop I will be doing for his team later this month. It was our first phone conversation and we had lots of information we wanted to share with each other.
Halfway through our discussion he mentioned that he was uncomfortable on the phone because of his stutter. I hadn’t even noticed!
What I “heard” when he spoke was someone who’s head was full of ideas and who’s brain worked five or six times faster than could be translated into words – or as I said to him “your brain works a lot faster than your mouth”.
There was a split-second pause, like an intake of breath, where he acknowledged the truth of what I’d said and then … our relationship began to blossom because … we heard each other.
So I encourage you to employ “nuance” this month – listen for it and trust it in every conversation. You’ll find yourself learning more about your customers than you ever thought possible which will allow you to truly serve their needs.
What role does nuance currently play in your life? How has it helped you communicate with others?
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The Phone Lady On the Road
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