The Communication Challenge

I was working on a project where, despite my best efforts to ask clarifying questions and mirror back information, I couldn't quite grasp what my client was asking for. My client was equally invested, providing detailed responses, yet we still weren't connecting. After several rounds of back-and-forth, I realized I needed a new approach.

Introducing AI as a Communication Tool

In a moment of inspiration, I turned to Perplexity AI's Claude model. I asked it to analyze our conversation thread with the following workflow and prompt:

My workflow was to copy the full thread in my Project Management platform (Upbase) between me and my client. By copying the thread I was open to me being the weak link here.

Then I fired up Perplexity and used Claude as the LLM. You can use whatever is at your disposal and this will still work amazing.

Here is my prompt after attaching my thread text:

" Hi Claude, I'm struggling to understand my client. I feel it is me who is having a hard time interpreting my clients thinking.

Could you please:
1. List the client's action items for me.
2. Suggest why I might be misunderstanding the client.
3. Offer tips to improve our communication.
4. Provide an action item list that will promote progress.

Thanks Claude!"

The AI's response highlighted that my client was unknowingly providing conflicting information and lacked clear direction because of the conflicts. With this insight, I asked the AI to help draft a response that would intentionally drive clarity and action, which I then personalized to match my communication style.

Here was my prompt:

"Thanks for analyzing this thread and providing your feedback. It was very helpful.

Can you please craft a response that will help me do the following:
1. Promote action for my client to take
2. Allow us to move forward in the project
3. Provide any questions that promote action and understanding

Thanks again!"

The Breakthrough

The result was remarkable. The client reviewed my AI-assisted action item list, confirming some points and eliminating others. Suddenly, we were on the same page, the project was moving forward, and our communication improved significantly.

Key Takeaways

1. It's not always a personal deficit: Communication barriers often arise from unclear or contradictory information, not individual shortcomings.

2. Ask the right questions: I realized I had been asking ineffective questions, which hindered our progress. I should have hopped on a call after the first round of questions provided additional confusion.

3. Consider all communication channels: Sometimes, a quick call or meeting can resolve issues faster than written exchanges.

Implementing AI in Client Communication:

• When communication feels unclear, use AI to analyze the conversation.

• Use AI insights to identify when a client might be confused or when it's time for a face-to-face meeting.

• AI may also provide useful tips that will help you in communication skills.

• Let AI serve as an impartial third party to pinpoint communication gaps without assigning blame.

The Bigger Picture: Design and Effective Communication

As a designer, my goal is to make the world a better place through my work. Effective communication is key to achieving this goal. By leveraging tools like AI alongside traditional methods, we can break through communication barriers more efficiently.

Remember, it's not about replacing human interaction but enhancing it. AI can be used as a tool to help us understand each other better, allowing us to focus on what truly matters – creating impactful designs that make a difference.

The next time you face a communication challenge with a client, consider giving AI a try. It might just be the tool you need to bridge the gap and move your project forward.