Posts Tagged ‘perception management’

Communication Barriers

Tuesday, June 26th, 2012

In business communication is an essential component both inside and outside of a company. It is clearly important for the ability of teams of workers to cooperate and communicate in order to accomplish project work for a client. It is just as important for a vendor to be able to communicate with a client so that the parameters and details of a project are both well defined.

You will certainly encounter communication barriers in both regards and it would be greatly beneficial if you knew how to handle situations that pertain to this issue. The most common barrier that individuals face are differences in perception and personality. Although everyone is different you must be open to other perspectives and opinions in order to ensure that there is efficient communication between you two. Most people allow others perspectives to influence the outcome of the project instead of trying to communicate and attempting to understand their reasoning.

The workplace needs to be a healthy and successful environment in order to function together. Communicating with the client is just as important as you will need to keep in contact with them to ensure that the project is moving along as planned. Although there are many barriers that come into play during business it’s important that you try to move around them and avoid any confusion. Communicating with your workers and clients will help to divert any potential issues in the future that would be made by making assumptions.


The Hidden Opportunities of Service Agreements

Friday, December 11th, 2009

Service AgreementI think many professional services companies treat service agreements at their face value:  an insurance document.   They’re nothing more than a necessary detail to protect a company as much as is reasonably possible, much like a homeowner makes sure to lock the doors when he or she leaves the house.   Extending the analogy, a better service agreement is basically a stronger lock.

However I view service agreements as much more than a contract to protect your company.   Like any document, a service agreement gives you the opportunity to communicate something to your client.   After all, your opportunities for perception management are limited and you should use them wisely.   I’m not going to recommend exactly what type of image you should portray in your service agreements.  That depends on what message you are trying to get across.  

Avoid the use of a single template and you’ll start getting the hang of it.   If one customer likes details, inundate them.   Another is impatient so keep it broader but protect yourself with an exclusion list.   Perhaps another likes to delegate so include  that you will answer questions from staff.   Refer to particular individuals if they have a big ego and avoid establishing liasons that you think might be troublesome.   All of these elements can be part of a service agreement and the best part is that you get to manage expectations without it seeming like you are being inflexible.   There’s a lot of power in “setting the tone” without the stage and spotlights.