I ran across this article by by Larry & Rebecca Lacy in their Pinnacle Management Group newsletter.
‘Good morning.’ It is a simple enough statement. Rather innocuous in fact…or so you think. This one simple little phrase just may be costing your organization a bundle in lost productivity, poor morale, and customer dissatisfaction. Let me give you an example.
I went in to pay our electric/water bill this morning. Just like every month when I go in, I say ‘Good morning’ to the woman at the window. And just like every month, she ignored my greeting. She processed my payment with speed and efficiency, handed my receipt to me with a quick (but not unfriendly), “Thank you”.
When we were getting ready to move to this community, I called to have our utilities turned on. That was my first introduction to this woman. She was so cold and abrupt that I started having second thoughts about our relocation! Well, over the intervening years, I have come to terms with her demeanor and I no longer take it personally. It has even become a bit of a game to me to see if I can get her to smile and say hi. I’m patient…It could happen.
It’s not that she’s unfriendly; she just doesn’t need that personal connection afforded by a warm greeting. She gets her job done in a highly efficient manner, thus in her mind, she is fulfilling her obligations. So, what’s the problem?
The problem is that she is assuming that what is good communication for her is good communication for others. Obviously this isn’t the case. Something as simple as not saying ‘good morning’ can have a huge impact.
You may be thinking that something like this can never ever happen in your organization. I hate to be the bearer of bad news, but yes it could. In fact, in almost every organization where we have delivered training, this has been an issue.
Believe it or not, something as simple as someone not returning a ‘good morning’ greeting can result in hours of lost productivity as the person feeling slighted ponders, “I wonder why she is mad at me. What did I do wrong?” Sometimes the thoughts become a bit more hostile as in, “That witch! So, you’re too good to speak to me are you?!? Well, I’ll show you! Just wait until you need something from me and see how fast I respond. HA!” This can cause relationships to disintegrate completely.
Meanwhile, those in the training who are seen as the ‘offenders’ are stunned that they have this kind impact. They don’t mean anything by it. Typically they are very focused on a task or are just lost in thought. They certainly don’t mean to offend, but at the same time, they find it a bit silly that anyone would take it personally.
Parties on both sides of this issue are intelligent people who are just operating in their own communication preferences without understanding how this impacts others. They (wrongly) think that what is good communication for them is good communication for others.
So, what can you do about it? First,download PMGs imPACT Model. This will give you additional information about the genesis of these simple (but expensive) miscommunications. Second, everyone should have some basic training about personality styles and communication preferences. This is a simple way to help you boost team engagement, customer satisfaction, sales, productivity, and job satisfaction. Additionally, many people have reported that this training has helped improve relationships with family members. If you would like more info about how PMG can assist you with this, simply fill out the form below and we’ll get right back to you.
If you’d like to know more about how we can help your company, visit us at www.SchaeferRecognitionGroup.com.