@smcgowanaolc  Shawn, what you're describing sounds very challending, indeed!  I would begin by making sure the person knows I am listening to their complaint.  I would take notes, and repeat back to them what their diffculty is, point by point.  I would express concern over these areas, and show empathy for their frustration.  Nod a lot.  Ask questions about what they have done so far to pursue resolution, and make notes about that as well.  Then assure them that you will pass along their concerns to members of leadership who are in a position to help the situation.  You could… >>>

@jean  My generation (Gen X) typically uses an informal communciation style.  While I do prefer the promptness of email over snail-mail, I still prefer to see a salutation, a signature line, usage of puctuation and capital letters, and properly formed sentences.  I am turned off by "text"isms, such as "U" for "you," or "lol" in a business communication.  I'm a little old-fashioned in believing that too much informatlity translates into a disregard for respectfulness.  This is something I have had to overcome in receiving communication from people with varying communication styles.  I am trying to incorporate (where appropriate) more contractions… >>>

@jean  It is always intriguing if you ask a question in your voicemail, as if that person is standing in front of you.  Use their name in a friendly, upbeat tone, such as, "Jamie!  I'm so excited for your first day of class!  How did it go?  Did you find your list of assignments?  I can't wait to hear about it!"

@jean As I work only with out-of-state clients, I do not have face-to-face meetings.  All of my meetings take place over the phone.  However, this question is relevant to me because I do need to prepare my clients that while I encourage them to call me directly, I may be on the other line with another client.  I assure them that if they leave me a voicemail, I will respond the moment I am free.  When I am on the phone with a client, that person is my number-one priority.  I try very hard not to mulit-task (such as respond… >>>

@jean  I am extremely fortunate to work with an amazing, well-rounded team of individuals who share a common goal.  It is fascinating that with so many persoanalities, and different strengths, that we can all achieve success at the same task is so many different ways.  I believe teams benefit from spending time getting to know each other and sharing ideas and success stories.  I have learned so much about how to be successful at my job by listening to the way others have handled challenges.  It inspires me to think outside of my own assumptions, and encourages me that I… >>>

@jean  It is so fun to get to know a persona nd what is motivating them.  I love hearing about their dream, their dream job, what they would do with their degree, and how long they have been dreaming about it.  It seems to me that when the person begins sharing this type of information, and hears themselves telling it, they create a renewed level of commitment to themselves and are even more motivated to continue through the process of taking steps to achieve their goal.

@jean It is important to understand what that department's expectations are for routine communication.  If they only answer incoming phone calls, then my urgent email might go unseen.  If I have left a voicemail, but the department uses email as a written record of communcation, then again my inquiry could be neglected.  Once the department's preference is understood, I would use that method as a primary tool, and then supplement it with other methods.  For instance, if I know that phone is preferred, then nitially I might leave a voicemail.  If I receive no response, then I will leave an… >>>

@jean In order to "read" people better, and avoid misunderstanding them, I will be more direct in my communication.  For instance, if I believe a person is distracted and not interested in continuing the conversation, I will ask them directly, "I'm getting the feeling that you may have other things on your mind right now.  Is this a good time for you to discuss the details of XYZ?"  I believe the person will then have the opportunity to be honest with me and reschedule the conversation, or redirect the conversation to what would be engaging to them.

@jean I want the person to really feel "heard," and also to be sure I actually did hear correctly, so I will make a habit of repeating back to them what they told me, and ask, "is that right?"  This requires me to actually be listening to them closely, knowing I will reflect the essence of their communication back to them.  I believe this will also make the person feel like what they have to say is important to me, and that I am really engaged in the conversation.