Earlier this week my colleague Kurt posted this thoughtful blog on the Art of Listening and it got me thinking.
Listening is one important half of what constitutes effective communication. The other half is the “sharing” half. I use the term sharing because it encompasses more than just talking – it also includes body language, tone, projection – what the HBR article in the blog refers to as non-verbal clues in a Level 4 Listener.
One particular aspect of sharing is mirroring, which I learned about years ago and have experienced effectively ever since. Many of us access our sense of empathy and naturally mirror the person we’re communicating with: we adjust our tone, energy and volume to match that of the person across the table (or Zoom screen). And we perceive when our companion is doing the same thing.
Here’s a solid post about mirroring and how to practice it if you want to know more. As I said, it’s a highly effective way to build a connection with someone with whom you want to communicate.
When I think about it, our work at MBM is all about mirroring. We are focused on confirming that the company we’re working with is mirroring the expectations of its customers or clients, based on what the company has promised through their brand communications. Our Smart Branding™ Process uncovers the true brand of an organization, including the gaps and strengths, so the company can deliver 100% on its brand promise.
And to clear, we do not endorse the unhealthy and manipulative use of mirroring either in personal communications or on a corporate scale. I would go so far as to say that rebranding is the unhealthy version of mirroring – it’s imposing on the company what the customers want, without the authentic and healthy aspect of reflecting the true nature of the company and its ability to deliver.