Recently I had a root canal. Since people compare bad experiences to having a root canal, I was expecting the worst.
I was pleasantly surprised that the procedure was not as bad as I had made it out to be.
Part of the reason for my positive experience was due to the way my doctor communicated. He exemplified five important skills for good communication. We can apply them to any situation.
- Trust I trusted him. I believed that he had my best interests at heart and I could believe what he said.
- Manage Expectations He described the process in advance so I would know what to expect at each stage. Knowing what to anticipate is a key to reducing anxiety.
- Listen He listened to both my verbal and non-verbal cues to know how to proceed.
- Feedback Because he listened, our communication was two-way. He asked how I was doing and then listened and responded. When I felt pain, he administered more anesthesia. He checked the progress mid-way through by looking at an x-ray. Getting feedback throughout a process rather than waiting until the end is beneficial so we can make necessary adjustments.
- Confidence Exuding certainty was important and added to my trust. People like confidence. His plan, self-assurance and tone of voice created a confident presence.
Whether or not the news you are delivering is positive or feels as unpleasant as a root canal, these five factors will ensure that your communication is clear and heard.