Peter Drucker

The most important thing in communication is hearing what isn’t said.
Peter Drucker
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  1. by Roberts Marketing at May 12, 2015, 1:15 pm · Reply

    I once met with a client who had the oddest way of communicating but it is a perfect example of what Drucker is saying.
    Many years ago I presented a layout for a new corporate brochure to a client. He was smiling and nodding his head “yes” but he was saying “You know….I don’t know if the board will go for this.” I went on to rationalize the layout to him, but he started shaking his head “no” while the words coming out his mouth were “Yeah, yeah it makes sense…” I had to finally tell him that what I was seeing and hearing weren’t in synch and we talked until we got to the real issue. Turns out it was an easy fix and all he wanted was some different photos.
    It may not always be this obvious when words and body language don’t connect, but I have learned the best approach is patience. Keep the conversation going, watch the body language and ask questions that elicit a detailed response, not a “yes” or a “no.” Communicate honestly, work ethically, speak with integrity and you will hear what isn’t being said eventually.

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