Message of the Week 22 - 26 January 2024

Our delicate dance of engagement

Inspired by last week’s 'swarm intelligence' message, I’ve been thinking about our delicate dance of engagement - not just engagement between KDZA and partners or within our teams, our engagement extends to every interaction with our customers. A key part of this communication is active listening. It is the rhythm of our engagement, a critical part of our effective communication. 

Forbes and other management publications concur that the ability to listen effectively can distinguish us in a competitive market as it unlocks true potential in every interaction. Active listening allows us to hear the unspoken needs of our customers, to understand the aspirations of our partners, and to align our solutions with the market's pulse. As we actively engage in open communication, we're not just sharing information; we're creating a harmonious melody of collaboration that leads to everyone’s success. 

In the spirit of our drive for a collaborative ethos, how about we challenge ourselves to listen with the intent to understand, learn, and grow? Why? Because active listening in business reaps substantial rewards, it's a powerful tool for building relationships, fostering trust, and ensuring customer satisfaction.

This skill is particularly crucial as we navigate complex sales environments and strive to understand our clients’ needs better, and it is crucial for long-term relationships. Clients who feel genuinely listened to report higher satisfaction, enhancing customer service and loyalty. When employees feel heard, it boosts morale and retention, creating a more motivated and stable workforce.

It must be said that it isn’t easy and actively listening takes more energy and effort than listening with half an ear. Key steps include:-

1. Summarise or paraphrase key points to review progress or confirm understanding.
2. Pay attention to what is being communicated both verbally and nonverbally. Include tone of voice, facial or body expressions, word choice and speed of speech.
3. Express understanding of the speaker's emotions and show encouragement to keep the conversation going.
4. Ask open-ended questions to encourage deeper conversation.
5. Clarify any vague statements for better understanding.
6. Balance the conversation by evaluating the information and emotions shared.

In the words of the esteemed poet Maya Angelou, "People will forget what you said, people will forget what you did, but people will never forget how you made them feel." In our delicate dance of engagement, let's make every partner, colleague, and customer feel heard, valued, and understood.

Sharon Peché - Marketing and Communications Manager - Kyocera Document Solutions South Africa