In all of our talk about using social media, about how we are going to use the Internet to take more loan application, how we can communicate in an instant with our clients and never pick up the telephone, have we lost something, the ability to communicate meaningfully?
Stacey Hanke, a Chicago-based management consultant and author, believes we have and that could be affecting the ability to make the sale. She believes many people are now so well insulated and protected by these devices that they are losing the skills and abilities to communicating in the most influential way, which is face to face.
"If you become overly dependent on e-mail or text messages, you focus on the object, but not the person.” The human element and context is absent.
These messages are typically short, sequential, controlled and directed. There’s no instantaneous interaction or connection that allows the other person to understand the tone, inflection or emotion that is carried with the words. The sender cannot express or effectively project the elements of trust, confidence, credibility, warmth, empathy and concern that are crucial to developing and building a personal relationship. The recipient cannot perceive these elements either, Hanke believes.
Without the feelings that accompany the words, salespeople can't build trust, credibility and understanding. That could have a phenomenal impact on business and success.
According to Hanke, you know it’s probably time for a face-to-face when:
• You no longer really understand what is important to your listener.
• You think they have become bored or are losing interest in you or your message.
• You feel they are no longer listening and do not understand you.
Face-to-face communication is a very crucial skill. It requires you to focus. You have to be able to be comfortable in the presence of other people for more than a few minutes. Communicating with impact and influence face-to-face also requires discipline, determination, and self-control, she said.
