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You're a business services manager. What communication errors are you making?

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As a business services manager, you are responsible for overseeing various functions and processes that support the core activities of your organization. You need to communicate effectively with your team, your clients, your suppliers, and your stakeholders to ensure smooth operations and customer satisfaction. However, communication is not always easy, and you might be making some common errors that can affect your performance and reputation. Here are some of the most frequent communication mistakes that business services managers make and how to avoid them.

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Isabelly Santos ?????

Customer Success | Jornada do Cliente | Customer Experience Transformation | B2B | B2C | Operations

1 Lack of clarity

One of the biggest communication errors that business services managers make is being vague or ambiguous about their expectations, goals, instructions, feedback, or deadlines. This can lead to confusion, misunderstanding, errors, delays, or conflicts among your team members or with your external partners. To avoid this, you need to be clear and specific about what you want, why you want it, how you want it done, and when you want it done. Use simple and direct language, avoid jargon or acronyms, and provide examples or references if needed. Confirm that your message is understood and ask for questions or clarifications.

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Isabelly Santos ?????

Customer Success | Jornada do Cliente | Customer Experience Transformation | B2B | B2C | Operations
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Certa vez no trabalho, eu solicitei algo muito simples, pelo menos ao meu ver... Na hora da entrega, recebi algo totalmente diferente. A primeira rea??o foi julgar a pessoa responsável pela entrega, claro. Ao chamar a colaboradora para uma conversa, pude ouvir o que ela havia entendido, e depois de alguns minutos a ficha caiu de quem n?o havia dado informa??es o suficiente, n?o falei com careza e dei margem para interpreta??o. Em um treinamento recente ouvi algo que jamais esquecerei: A responsabilidade sobre o entendimento da mensagem, é de quem a envia. Comunicar com detalhes e clareza é imprescindível!

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2 Poor listening

Another common communication error that business services managers make is not listening actively or attentively to what others are saying. This can make you miss important information, insights, or feedback that can help you improve your services or solve problems. It can also make you seem rude, arrogant, or uninterested, which can damage your relationships and trust. To avoid this, you need to listen carefully and respectfully to what others are saying, without interrupting, judging, or jumping to conclusions. Show that you are paying attention by using non-verbal cues, such as eye contact, nodding, or smiling, and by paraphrasing, summarizing, or asking follow-up questions.

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3 Ineffective feedback

Another frequent communication error that business services managers make is giving ineffective feedback to their team members or receiving feedback from their clients or stakeholders. Feedback is essential for learning, improvement, and motivation, but it can also be counterproductive or demoralizing if it is not delivered or received properly. To avoid this, you need to give feedback that is timely, specific, constructive, and balanced. Focus on the behavior, not the person, and provide suggestions or solutions, not criticisms or complaints. Recognize and appreciate the strengths and achievements, as well as the areas for improvement. Similarly, you need to receive feedback that is relevant, honest, and respectful. Be open and receptive, not defensive or dismissive, and thank the person for their input. Use the feedback to identify and address your gaps or weaknesses.

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Isabelly Santos ?????

Customer Success | Jornada do Cliente | Customer Experience Transformation | B2B | B2C | Operations
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A cultura do feedback por vezes tem se perdido nas organiza??es. Recebi alguns relatos recentemente, e mesmo amando a flexibilidade e a liberdade, o chamar para pontuar e alinhar ainda é o melhor caminho para que todos estejam no mesmo bit. N?o há o que se crescer sem comunicar, e ter esse hábito dentro da organiza??o ajuda a manter a motiva??o e o equilíbrio das expectativas.

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4 Inappropriate tone

Another common communication error that business services managers make is using an inappropriate tone or style for their audience, purpose, or channel. Tone is the way you express your attitude or emotion through your words, voice, or body language. It can influence how your message is perceived and received by others. If your tone is too formal or informal, too harsh or soft, too aggressive or passive, too sarcastic or humorous, or too emotional or indifferent, you might offend, confuse, or alienate your listeners or readers. To avoid this, you need to adapt your tone to suit your situation, context, and goal. Consider who you are communicating with, what you are communicating about, and how you are communicating it. Use a tone that is respectful, courteous, confident, and professional.

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5 Insufficient follow-up

Another frequent communication error that business services managers make is not following up or following through on their communication. Follow-up is the action or communication that you take after your initial contact or exchange to ensure that your message was received, understood, and acted upon. Follow-through is the action or communication that you take to complete or deliver on your promises or commitments. If you fail to follow up or follow through, you might lose opportunities, credibility, or accountability. You might also create uncertainty, frustration, or dissatisfaction among your team members or your external partners. To avoid this, you need to follow up or follow through on your communication promptly, consistently, and reliably. Confirm that your message was received, check the progress or status of the tasks or projects, provide updates or feedback, acknowledge or resolve any issues or concerns, and deliver on your expectations or agreements.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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jailan Salah

Customer Service Section Head@ Saint-Gobain Glass Egypt | MBA, Customer experience management, certified as international Export specialist , team coach , Business development, the best out of team players is purpose .
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Ignoring Non-Verbal Cues: Communication isn’t just about words. Body language, tone of voice, and facial expressions also play a significant role. Not Adapting Communication Style: Different people have different communication styles. It’s important to adapt your style to match the person you’re communicating with. Overloading Information: Providing too much information at once can overwhelm the recipient and cause confusion.

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You're a business services manager. What communication errors are you making?

1

2

3

4

5

6

1 Lack of clarity

2 Poor listening

3 Ineffective feedback

4 Inappropriate tone

5 Insufficient follow-up

6 Here’s what else to consider

Business Services

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You're a business services manager. What communication errors are you making?

1

2

3

4

5

6

1 Lack of clarity

2 Poor listening

3 Ineffective feedback

4 Inappropriate tone

5 Insufficient follow-up

6 Here’s what else to consider

Business Services

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