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BizQuiz: Working with overeager horse owners (Answer 5B)


This is answer 5B in "BizQuiz: Working with overeager horse owners."

5b. Wrong. This is a great step, but it shouldn't be an early one. Don't immediately hand off communication issues to someone else. Improve your skills first.

One reason a client may not absorb what you've said is that he or she has a different communication style. Listen to your client's word choice, and pay attention to his or her nonverbal communication-then try to match your communication style. For example, if your client uses lots of hand gestures, he or she's likely visual and will respond well to diagrams and demonstrations. With practice, you'll get better at identifying people with different communication styles.

If your client's compliance falls short even after you've made your recommendation clear, consider other underlying causes. Has your client had a bad experience with the procedure you're recommending? Or is your client pressed for time or money? Again, your communication skills are paramount here.

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