effective communication – USA Today Bestselling Author DelSheree Gladden

Writing Professionalism: Responding to Criticism Effectively

Responding to criticism effectively can be challenging when dealing with clients, but these tips can help you assess and answer criticism in a professional manner.

Focus on the Objective

Make sure you are clear on the objective of the project as a whole and its individual components. If you’ve missed the objective in some way, the adjustments the client is asking for may be needed to more closely match the goal.

However, at times the objective of the project may be clear to you but a little more fuzzy for the client and his or her critique may reflect that. Make sure the client is clear on the objective and politely communicate how critique elements may negatively impact the project if changed. Back up your reasoning with research or expertise.

Be Specific and Take Action

If you disagree with a critique, explain concisely why you see it differently without attacking the client’s point of view. Being defensive or arguing hurts your professional image and is unproductive.

Take action on valid, specific criticism. Don’t be afraid to tell a client he or she is right or made a good point. Arguing based on ego will quickly lose return business with a client.

Assess Criticism for Merit

Determine what criticism is constructive and has merit and which is not. You can do this be asking a few questions.

Is the critique specific? If it is clear, logical, and defined, it most likely has merit because the client has thought deeply about it.

Is the critique actionable? Constructive criticism provides a path to correct or improve an element. If a client simply says they don’t like something, work with them to figure out why. The “why” provides a path to move forward.

Is the critique objective? When feedback is unbiased, it is much more useful. Consider the client’s perspective and why they feel the way they do. If the feedback is rational and appropriate, it usually has merit.

Think Before You React

Never respond to criticism automatically. Your first reaction is often the harshest and most difficult to moderate into a polite and professional response. Step away and take a breath to clear your mind in order to think rationally.

Reread the critique when you are more calm and note which points have merit and which don’t. Evaluate why some do not have merit and make sure ego isn’t the main reason.

Write out a response covering all points of critique. Accept those that have merit and address how you will correct them. Use logic, facts, and research in your response to those that do not have merit as if you were writing a literature review.

Do not respond by being defensive or attacking. This alienates the client and is unprofessional. Always be polite and professional.

Respond Professionally

Working with clients can be frustrating, however, you must never take it out on the client.

Alternative ways to handle criticism include:

Writing out your frustrations (pen and paper often work best for added physical element).
Talking to a friend (without divulging specifics that would compromise client confidentiality)
Doing a physical activity like taking a walk or exercising
Talking to another provider and asking for advice if the client is proving more difficult to work with than you know how to handle or you reach an impasse

Remember Whose Project It Is

The project is not yours. It’s the client’s.

You are helping them bring their concept to fruition, not creating your own book or cover design.

The most important aspect is that the client is happy with the end result. Strive for high-quality work, but be willing to bend to the client’s wishes to ensure their project is what they wanted it to be in the end.

Your job is to offer expert guidance, but the final decisions are the client’s, not yours. Personal preference should not factor into advice about changes or revisions. Stick with research, data, and industry trends.

“The client is always right” isn’t always literally true, but presenting suggestions in a way that allows the client to make the best decision for the project can make it true and make the project and relationship a success.

Successful interactions with clients assures continued work, a good reputation, and opportunities to improve your skills as a writer. Stay focused on the end goals when interacting with clients: a successful project and building a good relationship.

Writing Professionalism: Avoiding Miscommunication

Much of client work happens virtually, increases the chances of miscommunication due to a lack of verbal cues, delays in communicating, differences in communication styles, and more. Consider these tactics for avoiding miscommunication when working with clients.

Asking Questions

Missing information, assuming understanding, and differences in connotation are just some of the ways misunderstandings can occur when working with clients. Asking clarifying questions is an important method of avoiding these pitfalls.

Never guess at what your client wants if the original project proposal or material is unclear. Clients may not have a full picture of what they want out of a project or what type of editing they might need. In order to fill in any gaps, ask specific questions about anything you feel is unclear. Moving forward on faulty assumptions leads to rewrites/redos and delays.

With a book cover design project, you may need to discuss the tone and genre and what current trends are to flesh out what the client wants. With editing, discuss what the client feels are the main weaknesses or what they need the most help with. If character development of improving storytelling is needed, that is more of a developmental edit while cleaning up typos and misplaced commas is more in line with a proofread.

If information is missing from a project plan, politely ask for clarification or for the client to provide the information that is lacking. If the information is missing because the client is unsure of the answer, discuss elements of the missing information by asking specific questions, such as where a book might be located in a physical bookstore if the genre or subgenre is unclear.

If a client wants you to fill in any gaps on your own, first suggest ideas or propose a specific path before moving forward. A client may be unsure of what they want, but they are often quite sure of what they don’t want when it is presented.

Paraphrase and Summarize

After a clarifying discussion, it is important to paraphrase and summarize the information discussed in order to make sure both parties understand what was discussed and what the conclusions are.

If you discussed project details or story elements, take a moment at the end of the conversation to summarize the topics discussed and what decisions were made in your own words. This makes sure you and the client are on the same page about what was discussed and how you will move forward.

Summarizing and paraphrasing the information helps prevent communication errors due to lack of nonverbal language, misunderstood humor, differences in connotations, etc. This tactic also shows the client that you were making a solid effort to understand what he or she wants and that you are truly listening. Making a client feel heard and understood helps build a stronger relationship.

Following Up

Miscommunication can also arise from lack of timely follow up. Not hearing back from a provider can cause a client to doubt that he or she understood the plan and create a sense of anxiety and overthinking or frustration.

Do not leave clients waiting for a response or a follow up on decisions made. Respond quickly with a thorough response or an update on your progress. Of course, delays do happen at times, but it is still important to communicate any delays to the client. If you are unable to fully respond in the moment, acknowledge that you received their message or email and give a specific time when you will be able to follow up.

When a client asks questions, be sure to answer each one fully. Answering some questions but not others or only partially answering a question makes a client feel they are not valued and creates confusion. If there are multiple questions to respond to, it can be helpful to reply by copy/pasting the questions into your reply and addressing them one by one.

After answering all questions, ask the client if everything is clear and invite him or her to follow up with any additional questions or clarification on any of the answers. Including the client in the process of clarification not only improves communication, but also shows that you value their input and insights, improving the overall relationship.

The process of clarifying a client’s needs can be a lengthy process, but it will improve the overall chances of success on the project and the relationship with the client.

Writing Professionalism: Effective Client Communication

Communicating with clients effectively takes many of the same skills as in other important relationships.

Active Listening

Active listening is more than hearing, it’s fully concentrating on words, body language, and subtext, and internalizing the message without judgment or offering of advice. Active listening is the first step in understand what a client needs or what a problem entails. Fully take in what the client is saying with an open mind rather than planning a response of considering other options while the client is speaking.

After listening actively to the initial conversation, take the time to ask questions about anything you don’t fully understand or on issues you aren’t sure you are seeing in the same way as the client. Reflect back to the client what they said in your own words so you can check your understanding and so the client can clarify anything that isn’t being understood in the way he or she would like it to be understood.

Ask for clarification when needed rather than assume or guess. Lastly, summarize the message or problem for both yourself and the client. This process help ensure there are no misunderstandings or missing information.

Active listening shows respect, improves the chances of full understanding, and limits misunderstandings or missed information. To learn more about active listening, visit Very Well Mind.

Consistent Communication

Communicating with a client in a consistent manner is an important aspect of effective communication.

All attempts at communication with clients should be conducted in a professional manner. Even if you know the person personally prior to them becoming a client, adjust the client/provider interactions to reflect that new aspect of the relationship.

Avoid casual chatting, asking personal questions, or sharing personal information when engaged in business discussions. It is important to stay focused on the project and so you can ensure the client is satisfied. Use professional language, avoiding slang, excessive emojis, or profanity.

It’s also important to use a similar communication style in all interactions, so the client knows what to expect when they engage in a conversation with you. This helps clients become more familiar with your style as a service provider and allow them to anticipate how interactions will occur. Consistency improves chances of open communication and honesty.

Adapting your communication style to the client’s (in a reasonable manner) can help the client feel more accepted and heard. This doesn’t mean mimicking a client’s style of communication. Instead, adapt to what the client needs to feel comfortable during an interaction. This may mean detailed explanations or brief overviews, providing written notes or audio messages, scheduling chat sessions or dropping impromptu updates as you complete tasks.

Ask your client specifically about their communication style in order to know and meet their expectations.

Adapting Language

Another important adaptation to consider is that of adapting your language to the individual client. This includes word choice, determine what does or doesn’t need to be explained, or the level of technicality.

Few clients will be as well-versed in literary or marketing terms as the writer providing the service is. Simplify language when needed to fully explain a concept without over-simplifying it to the point of condescension. Explain issues or problems in plain language to avoid confusion.

Ask yourself how you learned a term or idea and if a lay person would have the same knowledge. Writers who are working with an editor for the first time may need grammatical or style changes explained, or a discussion on why a particular aspect goes against industry standards or retailer terms of service.

Don’t assume your client knows everything you do, but don’t speak to them like a they know nothing at all, either. Assess the client’s level of knowledge and adapt accordingly. Explain a concept as you would to a coworker who has asked for your expertise on a subject, not as a teacher would explain something to a child.

Clarity and Concision

Be clear and concise when speaking with clients in order to avoid unnecessary problems. When asking clients for feedback or to respond to a question, be clear in what information you need and concise in your wording so the client does not have to attempt to interpret your request or guess at what you want.

List specific details you need if you are requesting answers or information. Provide the list in whatever manner your client is most receptive too, such as a bulleted list, audio file, graphic, etc.

When requesting opinions or feedback, ask about specific items, not general concepts. “What do you think about this version?” is much less helpful than “Does this color palette inspire the emotional response you’re looking for?” If a client doesn’t like something, they often have trouble pinpointing exactly what they don’t like. Asking specific questions makes giving feedback easier for the client and avoids lengthy back and forth conversations guessing at the main problem.

Provide timely updates on your progress. Don’t leave the client wondering what you are working on or when they will next hear from you. Clearly communicate any delays and the reasons for the delay, without crossing a line of professional boundaries.

Focusing on your client’s needs and giving full effort to communicating effectively will help avoid confusion, disappointment, and frustration.

Writing Professionalism: Getting Started Working with Clients

Building relationships with clients and having effective interactions is key to success in growing a service-oriented business.

Many authors don’t just write, they also provide services to other authors and to various writing clients. Learning how to interact with clients on a professional level can help you develop strong relationships with clients and grow your writing business.

The Importance of Working with Clients

As an editor, copywriter, ghostwriter, freelancer writer, etc., you will interact with clients on a regular basis during a project. The better those interactions go, the better the overall project will go as well.

It is critical that writers understand the importance of working with clients and the level of professionalism expected by clients. Clients who feel they are not valued or respected are unlikely to come back for another project with you.

An inability to interact with clients professionally will likely result in being awarded fewer projects. The writing community is small and reputations matter a great deal. If clients are unwilling to work with a service provider, other writers will hear about it fairly quickly.

Providing the client with excellent customer service, no matter the situation, is key a successful service-oriented business.

The Importance of Great Communication with Clients

Working with clients is all about building relationships. Like any relationship, effective communication improves the chances of building a strong relationship with your clients. Developing great relationships with clients helps to ensure repeat business. Repeat customers help the overall business and helps individual writers have more consistent work.

Poor communication leads to confusion, hurt feelings, dissatisfaction, and unfulfilled needs. Expectations should be communicated clearly at the beginning of the project to ensure you can meet them and that the client knows what product or service you will be providing and how and when it will be provided. This should include updates and progress reports.

Effective Communication when Getting to Know Clients

Monitoring tone is important in both verbal and written communication. It’s easier to interpret tone when a message is spoken, but if a new client is not familiar with you personally, jokes or sarcasm might not be taken in the right way.

In written communication, tone is even more easily be misconstrued. Be aware of how your words might be taken by someone who is still not yet familiar with you and your style of communication.

Connotation is the non-definition meaning people attach to words or ideas. Everyone has different connotations, making word choice extremely important in written messages where body language or vocal tone is absent. If you tend to use humor or sarcasm, these are especially in danger of being misinterpreted. Be cautious of using too much of this type of language when first getting to know a client.

Choose words that are universal and harder to misinterpret when explaining what services you will provide and the process you will use to complete the project.

It is also important to use concise language to communicate an issue or problem so the client knows exactly what is going on and how you intend to fix it. The more clearly the problem is defined, the more easily the client will be able to offer useful information to address it as well.

Working Through Problems with Clients

Be friendly and polite in all situations, even if a client is being difficult to work with or manage. Any message, including and especially problems, that communicated in a friendly, upbeat, and personable way are more likely to be received favorably. This will make finding solutions and working through the problem much less challenging.

Never use language that places blame or attacks the client. If information or materials are missing from what the client was supposed to provide, politely remind him or her that they are needed and ask when you can expect them. Make suggestions in a manner that offers a solution rather than simply stating a problem.

Ask for feedback on suggestions when problems are encountered. Show genuine interest in the client’s thoughts and reasoning, even if they are difference from your own ideas or plans for addressing an issue. Because clients are most familiar with a projects, they will have unique insights.

If a client disagrees with your plan of action or proposed solutions, acknowledge their input and accept their final decision graciously. You are providing a service, but the ultimate outcome of the project is his or her decision.

Always use basic manner, such as please and thank you, in your communications. Not getting along with a client doesn’t mean it’s okay to be disrespectful or rude.

Telling Clients “No”

Saying no to a client is always challenging, but it will almost always go better if you can find a way to reject an idea in a positive way.

There may be times when a client wants something that go against a retailer’s policies, client or genre expectations, or will be detrimental to a projects success. It is an important skill to be able to explain why an idea won’t work in a positive and respectful way.

Avoid actually saying the word “no” when possible. A better approach is to fully explain the problem. For instance, explicit sex scenes int eh first chapter, rape or incest as a main storyline, and similar taboos will go against many retailer’s terms of service and block a book from being published or prevent it from being found by customers.

Once you fully explain the problem, back up your reasoning with facts and data when possible. Amazon categorizes books with explicit sex in the first 25% of the book as erotica and will bury it, and most retailers will remove books containing incest or rape as a main storyline. Explaining this policies can help a client understand why a project element will harm its overall success.

Offer a solution to the problem after presenting it. The client may need to add more character development in early chapter to push explicit sex further back, and alter a storyline to remove unacceptable or banned taboo topics.

If a client is unwilling to change or alter a project element that you know will hurt the project’s success, it may be necessary to end the relationship. Do so politely and with explicit reasons of why you have reached an impasse. Not every partnership is a good fit, and it is better to end what isn’t working than let it devolve into unprofessionalism.

Tag: effective communication