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185 - How Do You Hear What Isn’t Said?

This article is based on critical questions I’m often asked by clients, who are smart and savvy women entrepreneurs ready for change.

From improving cash flow…. to increasing staff productivity…. to scaling for growth, these periods of transition — and so many more — provide both challenges and opportunities. Managed effectively, change can become a productive force for growth. The Block Group harnesses that potential, bringing together the people, resources and ideas that build results.

Patty-W-Block-Small-2All the best! 

Patty Block

©The Block Group Inc. All rights reserved.

Building Solid Companies That Move Forward


185-What-Does-It-Take-for-Your-Team-to-Really-Deliver

What Does It Take for Your Team to Really Deliver?

Effective communication is the cornerstone of every relationship, and the cornerstone of effective communication is listening.

But what happens when communication is not verbal? Management guru, Peter Drucker, famously said: “The most important thing in communication is hearing what isn't said.” Often, that is about body language and perceiving messages that may not be spoken.

Building a solid company that moves forward requires a strong foundation. When you have effective communication, it puts your business on solid footing and positions it for strategic growth.

Ultimately, every business owner who wants to scale for growth must invest in building communication systems, infrastructure, business processes and training programs that foster expansion as efficiently as possible.

Many small business owners struggle to find the time and energy to train their staff. When there is a training program, it typically focuses on providing client services, not on foundational skills, like communication and leadership skills.

If you are struggling to build an effective team instead of moving your company forward, you probably have a communication problem.

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How Do I Know?

These early warning signs are among the most common concerns we hear from women business owners we work with. How many of these resonate with you?

  • Does your team struggle to communicate what they need?
  • Is there frequent conflict among your staff?
  • Do you often feel like no one is listening?
  • Do you lose employees because they are frustrated with the lack of effective communication?
  • Is there a disconnect between hiring a new employee, training them, and what they actually deliver?
  • Are your employees as productive as they could be?
  • Do you struggle to standardize customer service so your clients have consistent experiences?
  • Are you embarrassed every time you have to deal with an unhappy client?
  • Do you suffer so much stress around training your staff that you can’t focus on strategic issues – for your company or for your clients?

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What Happens Next?

Ignoring these early warning signs leads to serious consequences. How many of these are you already suffering from?

  • Is your revenue unsteady because you can’t focus on business development?
  • Are your relationships with clients and employees suffering?
  • Are you having trouble attracting or retaining high-quality staff?
  • Do you have unprofitable client accounts?
  • Is your company growth stunted?
  • Is your company reputation suffering?
  • Is your emotional stress level over the top?

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How Do I Fix This?

Developing a well-rounded professional development program within your company, I recommend focusing on 3 goals to improve communication:

  1. Make a connection
  2. Act instead of react
  3. Maintain control of the interaction

We achieve these goals by improving interpersonal skills, active listening and body language. Body language extends from physical appearance to eye contact, tone of voice, and intensity.

The first step to improving communication is to overcome obstacles like:

  • Processing information or deciding what to say while someone is speaking
  • Making assumptions of what someone wants or needs, instead of asking
  • Regularly breaking eye contact
  • Poor body language, sending inconsistent or unintended messages
  • Losing control of the interaction, especially if the person keeps talking or gets emotional

With foundational programs, such as Interpersonal Communication Skills, Assertive Communication and Dealing with Conflict, and Pride-Based Leadership®, our company provides a training and coaching platform to:

  • Develop a common language around communications and leadership
  • Learn practical techniques that can be practiced and applied quickly
  • Increase effectiveness regarding interpersonal interactions
  • Respond effectively to challenging interactions
  • Improve customer service and satisfaction

While this may feel overwhelming, by working with a trusted advisor who has a proven track record of success in training teams, it takes the burden from you and your key employees.

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Can You Give Me An Example?

For service companies, it is very common to hire young people, who may have limited work experience. Business owners know they need to train these workers in the business’ service, but are often surprised by their limited interpersonal communication skills.

That’s where we come in. Our programs are designed in modules that progress from foundational skills to more advanced techniques, like dealing with conflict. We can then build the employees’ skills and confidence, leading to our leadership program.

A long-time client and well-respected public relations firm uses the training in this progressive way. This savvy business owner has us provide the Interpersonal Communication Skills training and coaching to all employees who are promoted to account manager. She then selected her most experienced team members to serve on a management team, and we provided the Pride-Based Leadership® program and incorporated Assertive Communication and Dealing with Conflict.

With a combination of group workshops and one-on-one coaching, we fostered team spirit, improved both internal and external communication, increased productivity, and reduced stress!

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Now What?

With a professional development program, all aspects of your business will benefit from increased efficiency, improved work-flow, service delivery, and customer service.

Ensure your office runs like a well-oiled machine by investing in trusted staff training and coaching programs.

With specific strategies and training, you and your team can become proficient at ‘hearing what isn’t said.’

Business Coach in Houston

Patty-W-Block-Small-2

All the best! 

Patty Block

©The Block Group Inc. All rights reserved.

Building Solid Companies That Move Forward

Building Blocks