From the course: Project Management: International Projects
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Effective customer communication steps
From the course: Project Management: International Projects
Effective customer communication steps
- Applying an 11-step methodology I developed helps visualize the communication process and reduces misunderstandings. Steps six through 11 focus on the receiving end, and how the customer interacts with the message. As we go through these steps, we will apply a case study where Klaus, the German colleague, sent an email request to Lupe, his Mexican counterpart. The email was blunt and contained an exclamation mark, which was interpreted as offensive by Lupe, so she deleted the message. Let's look at how Lupe could have responded differently. Now that the message is on its way, the customer needs to be available to listen fully to the request. This is step six. In our case study, Lupe should have been available and paid attention to the context and the whole message without pre-judging. Then, step seven is to confirm to the supplier that your message has been received, which is often overlooked, but good communication practice in global situations. For Lupe, she should have confirmed…
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