60. What You Say and What We Hear

Communication is an art. Effective communication happens when what the speaker would like to convey is received and interpreted the same way by the listener.


Here are some amusing hotel examples:

What You Say

What We Hear and What We Think You are Implying

How was your last night?

What did you see or hear my night before? 

Do you mind that your room is on the 6th floor?

There is something wrong with the rooms on the 6th floor and guests have no choice but to accept it. 



I think just the main course is enough for you.



You don't look like someone who eats much or can afford to pay for three-course meal.

Normally, the room rate is $400.

The guest/caller is waiting for the next part to come - such as, "but for YOU, we are happy to give you a 30% discount".

I think this spa place you are keen in is very expensive. There are some cheaper ones in that area.

I doubt you have the means to pay the high price. 

Would you like fork and spoon? (When the diner has been using chopsticks for the noodles the last fifteen minutes and was almost done.)

The diner thinks, "Why is this offered only now when I have almost finished my food?" or/and "Does it look like I cannot hold my chopsticks well?"


Reflective thoughts: What other examples can you share with your team? How can you work on correcting these?

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