Are you aware of all the six-touch points of communications? These are the 6 ways you can enhance or foul up a business or a personal relationship. Through the course of each day, we all have the ability to touch people in a variety of ways. Familiarity and attention given to each potential touch point means more efficient communication – and improved relationships. Here’s a brief description of each point including its pros and cons.

Touch Point #1 - The phone, all of them. Telephone Doctor surveys show that more than 80% of all business transactions involve a phone call. The telephone is a synchronous method of communication which means that you’re in sync with the person you’re communicating with. You can have a simultaneous two-way exchange of information.

In this case, both parties typically communicate at the same time. The best part of the telephone touch point is the ability to hear the tone of the voice being used. That stimulates the listener’s imagination -- almost like the radio.

On the phone, we have no sight, just sound. How we perceive those sounds makes a world of difference. So tone of voice is critical with the first touch point. Two people can say the same thing to one person...and yet the listener can hear it differently from each.

That said, the telephone is a very effective method of communication. You can get answers quickly, you can respond quickly.

Touch Point #2 - Email. Ah yes, the beloved email. Email is asynchronous. Meaning you communicate information one way, one direction at a time. And you may not get immediate communication in return. With email, you relinquish any7 interpretation of the tone of voice. What you read or write can be "heard" in the tone of the person reading the email which may not be the tone by which it was sent. This is potentially dangerous. Remember, email etiquette is new. Suffice it to say when you email something, it needs to be short, sweet, and to the point. The message should also be obviously friendly. It’s a delivery method that has the ability to "sit" for hours and even days without an answer.

When should you meet rather than use email? A client of ours once told us, "When there are more than two emails on the same subject back and forth, it’s time for a face-to-face meeting." That’s easy for those who work in the same area; however, if your emails are international or even regional, your emails are your critical touch point.

Be careful in your emails. Many hurt feelings have come about due to insensitive writing. That’s a good place to practice all your “please and thank yous.” Short, terse, one-word answers can be perceived as rude.

Touch Point #3 - Voice Mail. This is another asynchronous means of communication. You can leave a voice message for someone and whether you get an answer, or when, is up to him or her. To get the best responses, your voice mail needs to be special.

As we've said many times, there are three types of voice mails. Poor, average, and great. When you leave a voice mail, make it a great one. Remember, you get to use your tone of voice. That’s a real plus. Your listener can hear the laughter, the smile, and the tone. Use it to your advantage.

Touch Point #4 - Snail Mail. Things like letters, brochures, or samples. These are some of the original forms of business communication and they continue to be great communication methods. But the written word can be miscommunicated or misunderstood easily – and you have to wait for an answer.

Touch Point #5 - The Fax Machine. Remember when this method came on the scene? Seems we didn’t know how we operated without it. And today, it trails sadly behind the other touch points. It’s still used, just not as much or as often.

Touch Point #6 - Face-to-Face Communications. This method needs little, if any, explanation. When we communicate face-to-face, we have it all: sight, sound, tone of voice, facial expressions, body language -- the entire package. It’s the ultimate synchronous touch point.

Maintaining eye contact is key in this special touch point. Those that don’t make eye contact while communicating are sometimes judged suspicious. We suspect that they may be hiding something.

Beware, too, in a face-to-face situation that your head doesn't look as though it’s on a swivel. Focus on the person, or people, you’re talking with. They deserve your full attention. And you'll find you soon notice, when someone is talking with you if they’re concentrating on you and the topic or if their eyes are wondering around looking elsewhere -- anyplace but with you.

Even armed with a clear understanding of these touch points and helpful hints, we often still miscommunicate. In our work place, we most probably use all six touch points many times every day. A few simple guidelines can help us focus on which touch point to use and when:

• Telephone - If you reach your called party -- GREAT. That’s immediate. It’s also good for leaving messages that don’t need an immediate answer. If you need immediate action, try to reach another person. The telephone is only synchronous when you reach the party you want to speak with.
  
• Voice Mail - That would be asynchronous. Leaving messages that will be returned when the called party decides to return it (if ever).
  
• Email - Again, one-way communication. Keep it short, sweet and to the point. Use your manners. Remember, one word answers are perceived as rude.
  
• Courier - Still a great way to communicate. But be careful with the written word. Keep in mind how possible miscommunications might occur. More than once, words have come back to haunt the writer.
  
• Fax - For those that still use this method of communication, one pagers are appreciated. And again, written words needs to be checked and double-checked to be sure it won’t be misunderstood.
  
• Face-to-Face - The ultimate method of communication. Immediate reaction, tone, sight, sound and body language. Total synchronous communication. Keep in mind that body language and eye contact are key!

About the author
Nancy Friedman, president of Telephone Doctor Customer Service Training, is a popular keynote speaker at conferences and corporate meetings. She can be reached at (314) 291-1012 or check out the Telephene Doctor Website at www.telephonedoctor.com. And YES, Nancy does cover all the 6 - Touch points in her presentations.