Everyday office life: you know each other, are familiar with your colleagues and a well-rehearsed team. But something doesn't fit - the harmony isn't quite right. Small tensions between the team members, the executives and the customers make themselves felt.
Communication between people is a science in its own right. Only 7% of communication takes place via content - the rest via body language, voice pitch and sentence structure. Managers in particular should pay attention to how they communicate with their employees. Do you often use the words I and you or the word we in your sentence structure? Did YOU make a mistake or did WE make a mistake? Do YOU have to be more careful or do WE have to be more careful? The examples are endless. With this small difference, you can easily turn subordinates into colleagues, and that's a good thing. Leadership is about trust, not status or power. They create a sense of community in the team, do not exclude anyone or pillory anyone.
The same is true when communicating with customers. Are these perceived as valuable or as a nuisance? With what attitude do employees go into a customer call? Are customer concerns considered a problem? By the way - pay attention to your answer: Do you use the phrase "No problem"? Don't give the word problemany space at all.
People imitate what they see and hear. As soon as you pay attention to your wording in everyday office life, your employees and colleagues will do the same.
