I guess Microsoft made it easy for me to pick on them today but it is not an uncommon problem in business (and personal) communications; Foregoing Active Listening.
Admittedly, there have been times that I was guilty of not thoroughly absorbing the issue before racing to a proposed solution. Maybe most of us are guilty of not truly listening enough. With the plethora of communication medium (email, text, video conference, chat, phone,… or in-person [God forbid]) our basic communication needs remain the same; listen to each other and respond to what we understand from listening actively.
This morning, I was attempting to use the online services of Office 365 from my laptop and I was initially pleased to have someone on the Microsoft website to quickly offer assistance. Since I was short on time, I gladly accepted the chat request. The chat transcript below displays the assistance I was given:
(While it took over 27 minutes to experience, it’s merely a 15 second read:)
|Microsoft Website Chat|
|Duration (actual chatting time)||00:27:05|
|Mario: Hello, how may I assist you today?
Patrick: Hi Mario
Patrick: Well, I may not know the email address you have on file, but I do pay for 365. My original question is still not addressed. Can I use a 365 business account to use the programs or do I need to install them on my computer. My hard drive is rather full. I really don’t see why I am wasting time for you to verify I am telling you the truth. Obviously, if it’s possible, I would need to login or get through Microsoft’s security measures.
I sense that Mario, like most people, was really trying to help. But without actively listening before clicking into action, our best solutions may never be presented.