Chapter 4. COMMUNICATION: Choose the Right Lines in the Script

“Talk low, talk slow, and don’t say too much.”

—JOHN WAYNE

As you are walking back into the theater to talk to Bob, you think about what you want to say. How you present the problems to Bob can either encourage him or make him defensive. If he becomes defensive, the conversation can turn into a disaster. You ask Bob if he has time to talk about a few things. He does, so you begin by telling him about the parking lot conversation. He folds his arms tightly across his body, and the look in his eyes tells you that he is starting to become angry. You explain that you are sharing what was said to help him before the next rehearsal. You add that you, too, have acted in plays previously and that you even directed a play once. You talk about the importance of having a mission, a plan, and goals. Wardrobe, set design, props, and blocking the stage are important elements of the production, and the cast is concerned that none of those things have been planned out. You assure Bob that you are all in this together and that everyone wants a good production. Bob relaxes as you talk and thanks you for being frank with him. He asks for suggestions for next rehearsal. You both agree that open communication is vital to the play’s success. Bob has an “aha” moment about how communication relates to the entire production.

Actors communicate to the audience through spoken lines, gestures, body movements, facial expressions, and other actions. Speaking the lines properly means getting the message across the way it is meant. Enhancing the lines with nonverbal signals conveys the emotion behind the lines. If the cast speaks clearly and sends the correct signals, the audience can listen well. Miss the mark on either one, and good communication is blocked. It is the director’s responsibility to show the actors how to best communicate their roles. Even though you are not the director of this play, taking responsibility to help Bob become a better director is going to help the entire cast.

At work, taking responsibility to put on a better production is going to help your entire business. Good communication is the heart and soul of strong customer and coworker relationships. Relationships develop when there is good communication—and break down when there is poor communication. Customer service stars who learn vital communication skills are better equipped to transfer those skills to others. Well-trained employees are better able to communicate with customers in any situation.

When you accept the role of being a customer service star, you are taking responsibility to be a better communicator with your customers, your manager, and your coworkers. You will also become a better communicator everywhere in your life. Become a better communicator and you will hear Bravo! and Encore!

“I believe that as much as you take, you have to give back. It’s important not to focus on yourself too much.”

—NICOLE KIDMAN