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Why People Don’t Listen to You (and How to Fix It)

⏱️ 40:52 🎤 Chris Elmore, Brandon Cockrell, Alex
AUDIO EPISODE
Why People Don’t Listen to You (and How to Fix It)
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Chapters

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  • 0:00
    Introduction to Super Communicators
    Chris introduces the topic of becoming a 'super communicator' and the value of continuous learning, referencing insights from Charles Duhigg's book.
  • 4:44
    DISC Profile & Communication
    The hosts discuss the DISC profile as a tool for understanding how people communicate and how to adapt one's communication style to align with others' personalities.
  • 9:59
    Nelson Mandela's Communication Quote
    Chris shares Nelson Mandela's quote on speaking to someone's head versus their heart, highlighting the difference between understanding and feeling.
  • 18:10
    Miscommunication & Conflicts
    The discussion touches on how miscommunication leads to conflicts in personal and professional relationships, emphasizing the need for better communication skills.
  • 28:29
    Three Types of Conversations
    Inspired by the 'Super Communicators' book, Chris introduces the three types of conversations: practical (helped), emotional (hugged), and social (heard), and how they relate to customer needs.
  • 40:26
    Personal Communication Examples
    Chris shares personal examples from his marriage, illustrating how understanding these conversation types has improved his communication with his wife.
  • 45:26
    Being Uncomfortable for Better Communication
    Brandon points out that effective communication often requires stepping outside one's comfort zone to meet the audience's needs.
  • 59:43
    Applying to Customer Interactions
    The hosts explain how technicians can apply the 'helped, hugged, or heard' framework to better understand and respond to customers' initial needs.
  • 1:18:20
    Layers of Communication
    Chris and Brandon summarize the multiple layers of communication, from non-verbal cues to adapting language and understanding gateway needs.

Speakers

C
Chris Elmore
Host
B
Brandon Cockrell
Host
A
Alex
Producer

Key Takeaways

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Speak to customers in their 'own language' by translating technical terms into easily understandable, customer-friendly language.

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Utilize DISC profile insights to understand a customer's personality and communication preferences, ensuring your message resonates with them.

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Identify whether a customer primarily needs to be 'helped' (practical concerns), 'hugged' (emotional support/acknowledgement), or 'heard' (validation of their perspective) early in the conversation.

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Prioritize meeting the customer's initial emotional or social needs (being heard or acknowledged) before jumping to technical solutions.

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Be mindful of non-verbal cues like body language and appearance, as these also communicate care and professionalism to the customer.

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Recognize that as a contractor, you often deliver 'bad news,' so effective communication is crucial for customers to be receptive to your information and recommendations.

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Continuously improve your communication skills by studying resources like Charles Duhigg's 'Super Communicators' and DISC profile materials.

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