Episode 23: Clear and Concise Communication
Episode 23: Clear and Concise Communication
Hey there, Assistant Manager! Welcome back to "Smoke Break." I'm Mike Hernandez, and today we're tackling something that can make your job a whole lot easier - clear and concise communication.
In our fast-paced convenience store world, getting your message across quickly and clearly isn't just nice - it's necessary. Think about it: you're dealing with customers who are often in a hurry, team members who need clear direction, and situations that need quick resolution.
Let's start with the basics. When you're talking to customers, use simple, everyday language. Leave the fancy jargon at home. Instead of saying "We're experiencing a temporary outage of our point-of-sale system," just say "Our register is down right now."
Pace matters too. Some of us talk too fast when we're busy or stressed. But here's the thing - speaking quickly doesn't save time if you have to repeat yourself. Take that extra second to speak at a comfortable pace.
Here's a big one - prioritize your information. Put the most important stuff first. If you're telling a customer about a promotion, start with the deal itself, then add the details. Don't make them wait through a long story to get to the point.
Now, here's something I learned the hard way - don't assume people know what you know. What seems obvious to you might not be clear to others. When giving directions or instructions, be specific. Instead of "It's over there," say "It's in aisle three, on the bottom shelf."
Here's your challenge for the day: Pick three common situations in your store - maybe explaining a promotion, giving directions to the restroom, and describing a product. Practice explaining each one in 30 seconds or less, making sure you include all the important information.
Before we wrap up, let's do a quick check. What's the most important principle of clear communication? Is it: A) Using complex vocabulary B) Speaking as quickly as possible C) Getting the main point across first
Take a moment to think about it. The correct answer is C - getting the main point across first. Everything else should support that main message.
Remember, as an assistant manager, your ability to communicate clearly and concisely can save time, prevent misunderstandings, and make everyone's day better.
That's all for today's "Smoke Break." If you found this helpful, don't forget to subscribe to our channel and share with your fellow convenience store leaders. And for more in-depth content, head over to cstorethrive.com.
Until next time, keep it clear, keep it simple. This is Mike Hernandez, signing off!
