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What are the best ways to balance synchronous and asynchronous communication with clients or customers?

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Communication is vital for any business, especially when dealing with clients or customers. But how do you choose the best mode of communication for each situation? Synchronous communication means interacting in real time, such as through phone calls, video conferences, or live chats. Asynchronous communication means exchanging messages without expecting an immediate response, such as through emails, texts, or voicemails. Both types of communication have their advantages and disadvantages, so finding the right balance is crucial for building trust, rapport, and efficiency. Here are some tips on how to balance synchronous and asynchronous communication with clients or customers.

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1 Know your audience

The first step to balancing synchronous and asynchronous communication is to know your audience. Different clients or customers may have different preferences, expectations, and needs when it comes to communication. For example, some may value speed and convenience, while others may value personalization and clarity. Some may be more comfortable with technology, while others may prefer more traditional methods. Some may be more responsive to certain channels, while others may ignore or miss them. To know your audience, you need to do some research, ask questions, and listen to feedback. You can also create personas or profiles of your typical clients or customers to guide your communication strategy.

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Goreti Pereira

Facilitadora | Mentora e Palestrante de Comunica??o N?o Violenta
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Conhecer o seu público tem nas perguntas e na escuta qualificada a essas perguntas o seu diferencial. Para isso, importante ter consciência das perguntas efetuadas, ou seja, ter inten??o. Na sequência, uma escuta ativa, acompanhada de resumos do que está sendo dito a fim de que haja compreens?o e, ao mesmo tempo, a convic??o de que o espa?o com presen?a, humildade e curiosidade está sendo oferecido.

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2 Set clear goals and expectations

The second step to balancing synchronous and asynchronous communication is to set clear goals and expectations. What is the purpose of your communication? What do you want to achieve or convey? What do you expect from your clients or customers, and what do they expect from you? How often and how long do you need to communicate? How urgent or important is your communication? By answering these questions, you can determine the best mode of communication for each situation. For example, if you need to discuss a complex or sensitive issue, you may want to use synchronous communication to avoid misunderstandings and delays. If you need to share information or updates that do not require immediate feedback, you may want to use asynchronous communication to save time and resources.

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3 Choose the right channel and tool

The third step to balancing synchronous and asynchronous communication is to choose the right channel and tool. Depending on your goals, expectations, and audience, you may want to use different channels and tools for synchronous and asynchronous communication. For example, for synchronous communication, you may want to use phone calls, video conferences, or live chats to create a more personal and interactive experience. For asynchronous communication, you may want to use emails, texts, or voicemails to provide more flexibility and convenience. However, you should also consider the pros and cons of each channel and tool, such as their availability, reliability, cost, security, and accessibility. You should also use the channel and tool that your clients or customers are most familiar and comfortable with.

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Nora LaTorre

CEO, Eat Real | Mom | Keynote Speaker | Board Member | Advisor | Health Advocate | Go-Getter
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Consider which platforms you use for each type of communication. For example, with partners text can be great for asynchronous communication and email newsletters for more synchronous communication. Think beyond just digital platforms as well (e.g., quality mail is underrated and can be a planned outreach or a last minute note).

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4 Be respectful and responsive

The fourth step to balancing synchronous and asynchronous communication is to be respectful and responsive. Regardless of the mode of communication, you should always treat your clients or customers with courtesy and professionalism. You should also respect their time and availability, and avoid interrupting or overwhelming them with unnecessary or irrelevant messages. You should also be responsive to their queries, feedback, or concerns, and acknowledge or follow up on them as soon as possible. You should also communicate clearly and concisely, and avoid jargon, slang, or acronyms that may confuse or offend your clients or customers. You should also use appropriate tone, language, and etiquette for each channel and tool, and avoid miscommunication or conflict.

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5 Monitor and adjust

The fifth step to balancing synchronous and asynchronous communication is to monitor and adjust. Communication is not a one-time or static process, but a dynamic and ongoing one. Therefore, you should always monitor and evaluate the effectiveness and efficiency of your communication with your clients or customers. You should also solicit and welcome feedback from them, and use it to improve your communication strategy. You should also be flexible and adaptable to changing circumstances, needs, or preferences, and adjust your communication accordingly. You should also be open to learning and experimenting with new channels and tools, and embrace innovation and creativity in your communication.

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6 Balance and integrate

The sixth and final step to balancing synchronous and asynchronous communication is to balance and integrate. Balancing does not mean using equal amounts of synchronous and asynchronous communication, but using the optimal mix of both for each situation. Balancing also does not mean switching between synchronous and asynchronous communication randomly or inconsistently, but using them in a coherent and complementary way. For example, you can use synchronous communication to establish rapport, build trust, and resolve issues, and use asynchronous communication to confirm, inform, and remind. You can also use synchronous communication to initiate, plan, or review a project, and use asynchronous communication to execute, monitor, or report on it. By balancing and integrating synchronous and asynchronous communication, you can enhance your relationship and performance with your clients or customers.

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Nora LaTorre

CEO, Eat Real | Mom | Keynote Speaker | Board Member | Advisor | Health Advocate | Go-Getter
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Be intentional! You can be intentional about both synchronous and asynchronous communication with partners and clients. Be aware of what will be more structured and frequency/type of topics that are asynchronous plus how they support the overall relationship engagement plan. Both styles help build relationships - especially when balanced over time.

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7 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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Nora LaTorre

CEO, Eat Real | Mom | Keynote Speaker | Board Member | Advisor | Health Advocate | Go-Getter
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~90% of the time keep it brief and concise. Yes, there is a place for longer form communication but generally people appreciate it when you get to the point in a personalized and engaging way.

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What are the best ways to balance synchronous and asynchronous communication with clients or customers?

1

2

3

4

5

6

7

1 Know your audience

2 Set clear goals and expectations

3 Choose the right channel and tool

4 Be respectful and responsive

5 Monitor and adjust

6 Balance and integrate

7 Here’s what else to consider

Business Communications

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What are the best ways to balance synchronous and asynchronous communication with clients or customers?

1

2

3

4

5

6

7

1 Know your audience

2 Set clear goals and expectations

3 Choose the right channel and tool

4 Be respectful and responsive

5 Monitor and adjust

6 Balance and integrate

7 Here’s what else to consider

Business Communications

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