Customer Care as Key Element of Business and Career Triumph
Where Success Begins
Atton Institute unique and highly useful book

2. Communication

We mentioned in the previous chapter that communication is an important skill for any employee. It refers to the way employees deliver information about the company’s products or services so customers can understand and analyze the information. This information is delivered via verbal communication, gestures and general attitude.

In terms of the leadership aspect, a manager is responsible for communicating in a clear, positive and coherent way. The vocabulary used has to be understandable for the majority of employees, regardless of culture or education. Proper business vocabulary, within the company as well as externally for customers and partners, has different nuances that managers are encouraged to consider.

Countless books have been written by psychologists and philosophers explaining the “art of conversation” and how important it is to guarantee peaceful and successful interactions. In modern times, we call this efficient communication because it leads us to the results we are looking for. Efficient communication can be acquired by paying attention to the following tips:

Tips for efficient communication in business



  • Use of active, positive words instead of passive, negative ones
  • “will do” instead of “cannot”;
  • “are” instead of “aren’t”;
  • “certainly” instead of “maybe”
  • Rephrase sentences in order to deliver the same message but in a more positive, customer-focused way

“We’re in the middle of a resupplying process. and We’ll make sure to get that product for you as soon as possible.”

Instead of:

“We don’t have that product anymore.”

  • Encouraging words to give notice to or warn an employee

“Perhaps next time you should try doing it like this.”

Instead of:

“You can’t do anything.”

These are only a few general tips, but we could continue with examples of using appreciative words towards employees whenever they do a good job. It is highly important for an employee to receive honest feedback from the manager because it motivates him to do a good job or shows where he needs to improve things.

Note that while the feedback is honest, it shouldn’t be rude or inconsiderate. Managers have to be empathetic so they can act on the issue before it becomes a serious problem. Thus, listening is a relevant skill for a manager. By listening carefully to employees, the manager can gather real-time data about the processes and interactions within the company.

A manager also has the responsibility of developing the interactions between employees, so it is important to know how to network. Networking refers to finding groups of people and creating links between them. This can also translate into interpersonal communication, another competence that a manager needs.

All of these points – proper vocabulary, listening and networking – are part of verbal communication. However, a good manager is aware of the importance of nonverbal communication, as well.