š Better conversations - annie mueller
Use shared terminology. If the terms are different, use their term first and then equate it with your term. This is a form of education (for customer conversations) and a way to find common ground (in other conversations).
All 11 tips for a better conversation are great. Further more, the 12 things to avoid are spot on. Go read them.
Yet this one tip resonated the most with me. Iām a lawyer and the most satisfactory conversations with my clientes are those in which we share a common terminology. Opaque legalese is the worst service a client can get.