Communication Skills Quotes - Page 7

Although it may serve you well, any strength or skill which is overused can become a limitation when it forces you to constantly be moving and looking for the next best thing. Distractions, interruptions, and incessantly chasing after the next golden ring can become the norm.
Susan C.Young
Your encounters will be more successful when you slow down, pay attention, and become more mindfully aware of the world around you. Heightening your awareness in your social, situational, contextual, orientational, and cultural scenarios will improve your agility as you adapt to new social settings.
Susan C.Young
Sociologically speaking, as Americans we often lack social, cultural, and mindful awareness. We hear the stories of how our arrogance has been known to offend, confuse, and alienate people from other cultures. Arrogance is the thief of mindfulness and it happens from both directions.
Susan C.Young
To gain greater understanding, clarity, and awareness, you must become aware of your values and beliefs. Think of a triangle or an iceberg. Below the waterline, your beliefs and your values build the foundation for your behavior.
Susan C.Young
We will judge others based on their behaviors with little to no understanding or regard for their beliefs or values—standards we may not know, nor typically see. When we do this, things can be taken completely out of context because we are assessing their behavior against our expectations, which are produced from our own personal value system.
Susan C.Young
Navigating relationships within our own culture can be challenging enough. When diverse cultures are involved, however, a huge potential for misunderstanding, disrespect, miscommunication, and intolerance is present.
Susan C.Young
It is crucial to understand that there are myriad interpretations of behavior. When you subscribe only to yours, you may begin to think that everyone else is wrong and thus limit your flexibility and possibility. Developing cultural awareness will make your diverse relationships easier and more productive.
Susan C.Young
Prepare yourself well by learning how to be more mindful in each interaction. The effort you put forth to gain insight will empower you to make a better impression on others, while enriching your opportunities to build enlightened, trusted relationships.
Susan C.Young
Conversation starters. Icebreakers. Openers. However you choose to label them, that moment when the first words come out of your mouth can make or break the outcome of your entire conversation. Been there, done that, right?
Susan C.Young
Your first words will not only shape your first impression, they can create amazing connections, lead you to your dream job, or help you discover a new best friend—or accomplish exactly the opposite.
Susan C.Young
Your first words will outlive your conversations and impact how you are remembered, liked, or regarded. Wouldn’t you enjoy opening conversations with ease and mutual recognition? The challenging part is that it can be . . . awkward!
Susan C.Young
Meeting someone for the first time has significance, but for some people, the awkwardness can be so great that they avoid a conversation altogether. The person who may be shy, introverted, or afraid of sounding stupid may just choose to remain silent rather than take the risk of engaging in embarrassing dialogue.
Susan C.Young
The space between meeting a stranger and making a new friend can be a short distance or a gaping chasm. By understanding how to open a conversation well, you will be better able to bridge the gaps and build rapport more successfully.
Susan C.Young
You can certainly take the easy road and use the predictable and boring defaults like:•tHow are you doing?•tHow about this weather?•tWhat do you do for a living?•tHi. My name is _________. What’s yours?•tBlah, blah, blah, blah . . .Break out of the defaults you have been using for years. Shake it up. Make it fun. Make it memorable. Dive in with more engagement and interaction. Taking the initiative to be more creative will help you build a bridge to close the gap.
Susan C.Young
How do you minimize the awkwardness in that moment? What are some of the conversations starters you've used to open, encourage, and support enjoyable and beneficial conversations?
Susan C.Young
10 Conversation Bridge Builders1.tSimply say hello with a smile.2.tAsk them what they love about their work.3.tAsk natural questions out of genuine curiosity. 4.tGet a person talking about what’s important to them.5.tCompliment something positive which you’ve noticed.6.tEngage them with questions which are easy to answer. 7.tIntroduce them to someone whom you think they’ll enjoy meeting.8.tAsk them if they have any trips or vacations planned.9.tLook for something you may have in common so that the conversation begins with shared interests.10.tThink of questions that begin with how, what, when, why and where.
Susan C.Young
Add a fresh twist of creativity to make a stellar impression which people won’t soon forget. Granted, your venue will determine how far you can stretch and how creative you can be. Making small tweaks to your conversation starters can make a memorable impact!
Susan C.Young
14 Awesome Conversation Starters1.tWhat do you do for fun? Hobbies, recreation . . . 2.tWhat are your super powers? Gifts, talents, strengths.3.tGood morning! It’s great to see you! 4.tWhat is your story? Tell me about yourself.5.tWhat brought you to __________?6.tDo you have anything special happening in your life (or your business)?7.tWhat’s the best thing that’s happened this week?8.tAre you living your life purpose or still searching for it?9.tWhat gives you passion and makes you happy to be alive?10.tDo you have any pets?11.tHow do you know the host?12.tWhen you were a child, what did you want to be when you grew up? 13.tIf you could go anywhere in the world, where would it be?14.tWhat's next on your bucket list?
Susan C.Young
Speaking on StageSpeakers and presenters have only a few short seconds before their audience members begin forming opinions. True professionals know that beginning with impact determines audience engagement, the energy in the room, positive feedback, the quality of the experience, and whether or not their performance will be a success. A few of the popular methods which you can use to break the ice from the stage are:•tUsing music.•tUsing quotes.•tTelling a joke.•tCiting statistics.•tShowing a video.•tAsking questions.•tStating a problem.•tSharing acronyms.•tSharing a personal story.•tLaying down a challenge.•tUsing analogies and comparisons.•tTaking surveys; raise your hand if . . . Once you refine, define, and discover great conversation starters, you will enjoy renewed confidence for communicating well with new people.
Susan C.Young
Listening is one thing; however, ACTIVE listening is quite another. The first is a passive act which does not require great involvement, whereas, the latter is a consciously aware and deliberately focused effort to actively participate in the conversation.
Susan C.Young
Think of the communication that takes place in your own life on a continuous basis—at home, at work, with friends, and beyond. When you actively listen to people, you enhance communication.
Susan C.Young
Listening actively confirms for people that you are positively receiving and thoroughly understanding the message they are conveying.
Susan C.Young
Listening is one of the finest ways to demonstrate our love for another human being. How many marriages could be saved, friendships healed, careers made, and opportunities enjoyed if people would simply stop what they are doing and listen deeply to what another person has to say. If practiced by everyone, this principle could be a world-changer!
Susan C.Young
The process of attentive listening makes the other person feel important, valued, and heard. For Nick, listening was, and still is, love. I've never forgotten that precious moment—and the lesson!
Susan C.Young
Think about the people in your life with whom you have the most engaging dialogue—the ones who will listen to you and consider your opinions regardless of the topic. They'll stop whatever they are doing to give you their full attention. They become completely present and hear you.
Susan C.Young
Now let’s look at the flip side. When a diligent and caring person receives your complaint, they have the power to turn a challenge into a triumph. Through active listening, they demonstrate that your satisfaction is their top priority. They not only seek to solve your problem, but they are dedicated to re-earning your trust, your respect, and keeping your business.
Susan C.Young
If you have ever experienced this type of unprofessional treatment, I doubt you would even consider giving them business in the future. Interrupting, ignoring, patronizing, or antagonizing a customer is like pouring gas on a fire and creates a more explosive situation than the original complaint. Still, it continues to happen every day, costing companies millions in lost revenue.
Susan C.Young
Have you ever had a legitimate complaint as a customer which made you angry, upset, or frustrated? How was it “handled?" If you were dealing with an inept, uncaring, or untrained employee, they may have made matters even worse by being rude, defensive, or apathetic. Simple acknowledgment and validation of your complaint is sometimes all that is needed. Without it, you're left frustrated or upset.
Susan C.Young
Active listening is not only a matter of making yourself available to hear someone talk, but it is showing the sender, physically, that you are receiving and understanding their message on all levels.
Susan C.Young
Active listening is the ultimate "Golden Rule" for sensational customer service. Just as the important people in your life will feel more valued and appreciated when you actively listen, so will your customers.
Susan C.Young
Active listening is one of the best services a company can provide.
Susan C.Young
ASK YOURSELF: How can you utilize active listening to provide sensational customer service? How will this help resolve complaints from unhappy customers?•tGive them your full attention and listen without interruption or defensiveness.•tThank them for bringing the issue to your attention.•tTake their concerns seriously and share their sense of urgency to resolve the problem quickly.•tAsk questions and focus on what they are really saying. •tListen to their words, tone of voice, body language, and most importantly, how they feel. •tBeware of making assumptions or rushing to conclusions before you hear their concern fully.•tExplain, guide, educate, assist, and do what’s necessary to help them reach the resolution.•tTreat them with respect and empathy.When you do an amazing job of resolving an unhappy customer’s problem, you may end up impressing them more than if the problem had never occurred. You may have just earned their loyalty . . . forever!
Susan C.Young
This method enabled me to expand my territory and create a strong network of loyal customers for referrals and repeat business. Make active listening a deliberate part of your business plan and success strategy. You will not only grow your business, but also make wonderful friends along the way.
Susan C.Young
My success with customers on the telephone wasn’t by using pushy sales methods, but by engaging people in meaningful conversations which could lead to friendships on the phone before I ever met them. I would ask questions, listen to their stories, respond to their needs, develop rapport, and earn their business. When we would finally meet in person, it felt less like an introduction and more like a reunion. It was not only good business, we had fun in the process!
Susan C.Young
For sixteen years, I had a spectacular real estate career in Tallahassee, Florida. I loved receiving telephone inquiries and making cold calls. I knew that if I could meet people on the phone, I could usually turn them into buyers.
Susan C.Young
14 Ways to Become an Incredible Listener1.tBe present and provide your undivided attention.2.tSeek first to understand, then to be understood.3.tListen attentively and respond appropriately.4.tMinimize or eliminate distractions.5.tFocus your attention and energy with singleness of purpose on what the other person is saying.6.tQuiet your mind and suspend your thoughts to make room in your head to hear what is said—in the moment!7.tAsk questions and demonstrate empathy.8.tUse your body language and nonverbal cues constructively and pay attention to theirs.9.tFollow the rhythm of their speech; hear their tone.10.tRepeat and summarize what you have heard them say to confirm understanding.11.tBe open-minded and non-defensive.12.tRespond rather than react. 13.tBe respectful, calm, and positive.14.tTry to resolve conflicts, not win them.
Susan C.Young
Every time you speak, you are using your voice to connect with others, whether it is in-person, on the phone, or in a recorded message.
Susan C.Young
Is your voice value delivering the image you wish to convey? Is your voice coming across as smart, friendly, and positive or ignorant, rude, and negative?
Susan C.Young
The way you deliver the words you say becomes your “vocal image. This "vocal image" can make or break your first impressions, impact your communication, and determine how people respond to you.
Susan C.Young
What can you do to ensure that your voice value translates into impression value?
Susan C.Young
Every professional voice coach worth their salt will bring you back to the importance of tone, pace, and pitch. While these concepts were introduced earlier in The Art of Body Language section, we can now elaborate and take a deeper dive into how you can use your voice to improve your communications.
Susan C.Young
Being grounded in your lifelong culture and your personal perspective, you are comfortable with the way you see things and may believe it is the best and only way.
Susan C.Young
A Sign of Respect. As our world grows more casual, we observe a tendency for everyone to use first names rather than surnames. “It is a pleasure meeting you, Mrs. Young,” has a completely different connotation than “Nice to meet you, Susan.
Susan C.Young
What determines whether the usage is acceptable or inappropriate? If you want to make a great first impression with positive impact, it is essential that you know there is a difference.
Susan C.Young
Using titles such as Mr., Mrs., Miss, Dr., etc. demonstrates respect. In previous generations, it was a social necessity and simply good manners. One would consider you rude and uncultured if you were so presumptuous as to go straight to a “first name basis.” First names can imply an intimacy that does not exist and it may offend a new person until they know you better. Be wary of making assumptions.
Susan C.Young
I was raised in an era when part of respecting your elders was to call them by Mr. or Mrs. When my children were growing up, an occasional child would call me Susan. It was jarring, felt disrespectful, and I did not like it. We reached a mutual agreement and their friends began calling me Ms. Susan. Perhaps this is more prevalent in the South, however, your awareness and consideration can help prevent social missteps.
Susan C.Young
It is wise to use titles for people in positions of power, higher education, seniority, or maturity, unless otherwise instructed. This may sound old-fashioned, but practicing respectful traditions will earn you points and inevitably make you seem more cultured and sophisticated. This is especially true with older generations.
Susan C.Young
To call certain people, such as your boss, teachers, professors, doctors, your parent’s friends, etc. by their first names might be considered disrespectful. It is best to err on the side of caution until you know what is appropriate.
Susan C.Young
Asking permission to call someone by their first name is a gesture of gentility and consideration. And once permission is granted, the gate is open for mutual respect and mutual purpose. Simply demonstrating this courtesy before making an assumption is impressive. Once permission is granted, you have earned points on both sides.
Susan C.Young
Make It Fun. Have you ever been publicly acknowledged or called upon in a room filled with people? Depending on your personality type, it can be either exhilarating or mortifying. It certainly does grab your attention, as well as everyone else’s!
Susan C.Young
When I am working with groups of thirty or fewer people, there is a powerful name exercise that I do to break the ice, start with humor, and begin my program with positive energy. One by one, each person will introduce themselves using an adjective that describes their personality that starts with the first letter of their name. “Spontaneous Susan,” “Dependable Dave,” and “Happy Helen” are a few quick examples. The benefit for the participants is twofold: it makes each person feel good and it makes people laugh. Additionally, it enables me to learn their names so that I can integrate them into the entire presentation for full engagement and participation.
Susan C.Young
Sometimes you want to go where everybody knows your name, and they're always glad you came. You wanna be where you can see, our troubles are all the same. You wanna be where everybody knows your name.
Susan C.Young
UN-Impressives of the Poor Listener•tThinking about what you should have done, could have done, or need to do. •tAllowing your emotional reactions to take over.•tInterrupting the person talking.•tReplying before you hear all the facts.•tJumping to conclusions and making assumptions.•tBeing preoccupied with what you're going to say next. •tGetting defensive or being over-eager. •tOne-upmanship—feeling the urge to compete and add something bigger, better, or more significant than what the speaker has to share.•tImposing an unsolicited opinion.•tIgnoring and changing the subject altogether.
Susan C.Young
Being PresentYears ago, I attended a conference where the keynote speaker encouraged everyone to BE HERE NOW! It grabbed people's attention and reminded us that living, loving, listening, and laughing all occur in the present moment.
Susan C.Young
Active listening requires being fully present and engaged in the moment.
Susan C.Young
When you are mindfully focused, the person with whom you are communicating feels that you are making them a priority—that you value their time and their perspective. It is in these moments that we can go to deeper levels of discovery, exploration, and connection. It is one of the most valuable gifts and finest compliments you can give to another.
Susan C.Young
To Become an Attentive Listener . . . •tObserve a person’s physical presence to see how their body language aligns with their message. •tRecognize what is being said on the surface.•tEngage your intuition to hear the meaning, purpose, and motivation behind their message. •tBe aware of your own internal responses and how you are feeling.•tPut yourself in their shoes to better understand their perspective.
Susan C.Young
Become keenly aware of these three layers to discover whether you're listening with interest and intent for excellent communication and understanding—or are you unintentionally sabotaging potentially phenomenal conversations. Knowledge of the listening planes will raise your awareness. And as you apply these, enjoy the surprising difference.
Susan C.Young
Becoming an empathetic listener helps you to better understand how another person feels and why they communicate as they do.
Susan C.Young
Your heightened awareness of their perceptions, experiences, emotions, and personality styles can reveal why they feel the way they do so that you can choose your responses wisely and compassionately.
Susan C.Young

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