A good conversation is vital for dealership service staff. The folks at automotive service training and consulting firm Edwards & Associates offers three tips to improve conversations.
The first is to listen closely and identify communication goals. Are you trying to share or receive information? Or do you want to draw a connection closer or distance yourself from them? Conversation goals can be a combination of those two; focus on the goals that match your motives.
Anticipate that goals and motives might change during a conversation. Because of this, prioritize them to accomplish your overall aim. And if some communication goals are incompatible, a trade-off might be necessary to decide which goal you want to pursue.
“Better communication leads to better relationships,” the firm wrote in its weekly Larry Edwards Memo. “Leaders must constantly work to improve communications.”
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