Tuning In To Listener Feedback

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Question regarding frustrated clients

From: Melanie T.
Date: 23 Apr 2010
Time: 19:03:19 -0500
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Hi Dr. Scott, I think you hit a very key reason as to why PWC “are unaware of how their message is coming across.” I do have a question though. At the very end of your paper you mentioned that “miscommunications are just bumps in the road that can be easily repaired.” I would imagine that a lot of PWC would become frustrated after so many instances of having to repair their miscommunications, and that it would become less motivating to want to repair these moments. Have you found, by explaining to them that listeners are actually interested in what they have to say, and by having them brainstorm and focus on reasons why they may not have been understood, that the frequency and intensity of these moments of frustration are greatly decreased? Thank you!

Last changed: 05/06/10