In the August issue of GEARS Magazine, Dennis Madden wrote an article called “The Definitions are the Difference.” In the article, he discusses descriptive words for a customer’s transmission concern. Concerns like a Slide-Bump or Flare can be challenging for a customer to explain, and it’s up to you to figure out what they’re trying to tell you. The power of communication is real; how you communicate is also real.
Recently, I met with some of our team leaders about our plans for 2025. While in the planning mode, we had gotten ourselves into what I’d like to call a “spirited” conversation. Both sides had valid points and needed to understand each other better. “Seek first to understand; then be understood.” – Stephen Covey.
As with any conversation, you must analyze each word and the meaning behind it. The National Institutes of Health (NIH) states through various studies that the brain can process a word in about 200 milliseconds. Science Direct says that one person recorded between 100 and 120 milliseconds of a reaction after visualizing something. Most people are already formulating their next comments before the speaker finishes their comment. This can lead to miscommunication, misunderstandings, and even hostility.
I read a book called “Flip the Script” by Ed Orgeron, or Coach O as they call him. Coach O had coached at several colleges, including the University of Mississippi (Ole Miss), interim coach at USC, and interim coach/head coach at Louisiana State University (LSU). In the book, he shares his experience when he needed to make some personal changes to become what he wanted to be – a national champion college football coach. Life as a head football coach is complex; one minute, you’re in, and the next, you’re out. It worked out for him; he became the head coach for LSU and won a national championship in 2019 with a quarterback named Joe Burrow.
Coach O made a conscious decision to make a difference. He showed empathy towards his players, and they bought in. This act of empathy, of truly understanding and valuing the feelings of others, is crucial in effective communication. Making decisions like this may not be easy for people, especially when they don’t see the problem.
The point I’d like to make here is to show more empathy and sympathy. I was recently talking to a shop owner about the EXPO; I think it was in June. He wanted to go to the EXPO but needed help with registering. He was frustrated, his wife was frustrated, and when he called to talk to someone here at ATRA, they also got frustrated; it was a vicious cycle. I could tell he wasn’t having a good day, and no matter what I said, we were not getting anywhere. That was when I put myself in his shoes. Once that happened, our communication got better, our words got softer, and we got through it.
Things like this happen all the time. We have no idea what one another’s days are like. It’s more important now than ever before to show empathy and sympathy when needed, especially in the automotive industry where understanding and valuing the customer’s perspective is key.
It all begins with each of us taking responsibility for our communication styles. I’ve resolved to come into work every day hoping to make a difference in someone’s life and communicating that in a way that allows them to see my smile even through the phone 🙂.
As we approach another end-of-year gathering at the Powertrain EXPO on the APPEX show floor, for the first time, ATRA will be part of the largest trade show for the automotive industry. This is an excellent thing for our industry, and I’m eagerly looking forward to it! I want to discuss this year’s EXPO and listen to your thoughts on it. Your feedback is invaluable to us.
The power of communication is genuine, and hearing from you makes it all the better. I look forward to serving you and to our future together.
