THE TOOLKIT
SMART Model
Communication feedback that speaks to the impressions we create can be difficult to interpret. When someone says, “She’s a hothead,” what exactly does he mean? Or, when the feedback is, “He’s not very professional,” what exactly creates that impression.
Deciphering this feedback can be challenging, but doing so provides targeted areas for continued development. The SMART Model provides a framework with which to interpret or decipher the feedback we get on our communication. Usually the feedback can fall into one of five categories, and hence, we can turn around and focus our attention more deliberately.
| STYLE | MESSAGE | ATMOSPHERE | RECEIVER | TIMING |
|---|---|---|---|---|
| Eye Contact | Syntax | Location | Needs | A.M./P.M. |
| Hand Gestures | Word Choice | Office | Goals | Urgency |
| Body Movement | Examples | Restaurant | Expectations | Follow-Up |
| Posture | Stories | Conference Room | Hot Buttons | Immediacy |
| Tone | Statistics | In The Field | Desires | Proactively |
Style
You can change a perception by changing your style of delivery. You can change your body language, tone of voice, facial expression, etc.
- Your manner of dress
- Your gestures
- Your eye contact
Message
You can change a perception by changing the message.
- Your syntax
- Your word choice
- Your examples
- Your order of presentation
Atmosphere
You can change a perception by changing the atmosphere.
- You can meet in different surroundings.
- You can make your current environment more inviting.
- You can organize your office.
- You can meet in a restaurant.
Receiver
You can change perceptions by confronting the specific receiver or making sure you know your receiver as best as possible. Remember, it is your responsibility as the speaker to be compelling and engaging and make sure you know your audience. It is not the job of the listener.
- You can say, “I’ve made an effort to work on the behaviors that you thought I should work on, but I don’t think you’ve notice it. Will you make a greater effort to notice my adjustments?”
- You can also better assess your listener’s goals, objectives, language, and needs to make sure that you’re meeting them, so your change is in line with their expectations.
Timing
You can address perceptions that come from “bad timing” by changing when you speak or how often you speak.
- You return calls in a timely way.
- You interject more often.
- You wait to talk to someone until you’re alone.
- You speak up sooner in a meeting.
- You hesitate before answering a question.