Best Business Practices – Communication

I’d like us to consider all the ways we communicate everyday; verbal, written, facial, body language, etc, and what communication, or lack of, says about us as an individual and company.

Here are some questions to ask yourself:

Am I purposeful in my communication? Do I project the tone of what I want people to think of me? Do I project the proper influence in my communication method?

Am I respectful in my communication? Do I offer win/win results?

Is my communication objective in nature? Am I open to listening in my communication?

Am I vulnerable and transparent? Am I instructive and insightful?

Is my communication dependable and reliable and trusted?

Am I engaging and empowering? What can I do to engage better; am I not just hearing but listening?

Does my communication coincide with my actions? What does my communication methods say about who I am?

Does my communication show character and competence? Is my message clear? What can I do to make my message more clear?

Without doubt, our communication and actions should go hand-in-hand. The number one complaint I’ve received in my entire mortgage career has been about communication; or lack of. From Realtors to borrowers to underwriters to processors to closers to……! I’m sure you’ve received the same complaint – “why won’t he/she return my phone call!”

Most of our communication is impulsive, but there are times when our communication is more mandated in nature. Such as disclosures; being in a regulated industry we are required by law to give out certain disclosures. Other mandates are deemed “normal business practices;” rate sheets, uw action sheets, web sites.

There are great books available on this subject. A recent book I’ve found interesting is “Lincoln’s T-Mail.” President Lincoln’s use of the telegraph during the Civil War and how he used it to “help” in his communication was revolutionary and a good example of basic, yet precise, means to achieve good communication. Mr. Lincoln wasn’t trying to use the latest fads, nor did he use it because it was innovative and new. He used the telegraph to help his communication.

I’m suggesting that we all consider the multiple ways we can communicate; phone, face-to-face, mail, groups, individually, email, etc, and how we are influencing each other in our methods. We each have our preferred methods, yet our preferred method is not always the best practice to achieve the desired results.


Look forward to hearing from you,

Danny