Communicating Both Oral and in Writing With Internal and External Customer

Communicating Both Oral and in Writing With Internal and External CustomerUnderstanding the differences between communicating verbally and in writing with internal and external sources can help guide you to take the right decisions. Often, the most difficult communication challenge comes when one communicates on a topic outside their expertise or where facts are unknown or difficult to find. Here are some examples of how to approach these kinds of situations:Internal Cottage- When determining the best approach to the discussion, consider that internal sources (e.g., employees, managers, consultants) often have a different perspective than external sources (e.g., media, customers, government agencies). Consequently, when communicating internally, the best way to communicate is with oral history, often in written form. The person should then articulate the facts as they relate to their work environment, situation or job.External Custome- When communicating in writing with external sour ces, the best way to describe the circumstances is with an opinion. Before attempting to explain the situation in detail, it is important to be clear that the opinion is the opinion and is not the employee's professional view or what is the best way to address the situation. Consider communicating the employee's opinion as 'it is my professional opinion.' However, there are times when an employee will need to express an opinion either as a professional or as an individual.Employees can become defensive when communicating in writing with external sources. Acknowledging that this might be the case and being willing to receive feedback is necessary for effective communication. Learning to recognize a defense and disengaging can help ensure that a conversation remains productive. One strategy that has been successful is to send the employee an email stating that their opinion is not considered professional and offering to provide an objective viewpoint or discussing the situation in a s afe place where a discussion can be held without fear of retaliation.When determining the best approach to the discussion, consider that internal sources (e.g., employees, managers, consultants) often have a different perspective than external sources (e.g., media, customers, government agencies). Consequently, when communicating internally, the best way to communicate is with oral history, often in written form. The person should then articulate the facts as they relate to their work environment, situation or job.In the example of internal sources, it is usually best to use a combination of oral history and written sources to communicate a thought. Similarly, when communicating in writing with external sources, it is important to communicate an opinion, while recognizing that an opinion may be the best way to communicate in some cases. If the employee has specific facts or has a very strong opinion about a situation, then discussing the facts as an individual or an independent expe rt is appropriate.When communicating in writing with external sources, the best way to describe the circumstances is with an opinion. Before attempting to explain the situation in detail, it is important to be clear that the opinion is the opinion and is not the employee's professional view or what is the best way to address the situation. Carefully consider how the facts will be presented, how they will be presented, and how the message will be received. Do not assume that you know the facts unless it is confirmed by another source.Communicating both orally and in writing with internal and external sources can help determine the most appropriate approach. On many occasions, the most effective approach is to communicate with an external source in writing and then present the facts as a professional and independent voice. In most cases, it is also helpful to be open to receiving feedback from the source in order to clarify an opinion or clarify what is considered the best approach.