By Dr. John A. Passante

Without question the Internet and Google have indeed changed the world forever. We live in a world where we have access to as much information as we need or seek on a particular subject, and for the most part this is a good thing. Although, I am concerned that the information and knowledge can be used to harm others, the point is that in today’s automotive aftermarket there is content available regarding products, pricing, availability, promotion, specifications, marketing, programs, and on and on, and this is remarkable.

At this point, I would like to share my concern. Has our industry lost the art and interest in having a conversation with the customer? Are we relying too heavily on e-mails, text messages, blogs, etc.? That is the question behind the question!

Relationships in the automotive aftermarket have for years been built and nourished on meaningful conversations! Few things are in fact more pleasurable than engaging in a good talk. Conversations are how we learn, via other people, how the world works. They force us to clarify our perspective, as well as recall our experiences.

The pressures in today’s business environment result in the lack of time to focus on this most basic human activity. I am sad to say, but non-goal-oriented conversations are a luxury in our industry today. We are all “time poor.” I see people checking their Blackberries in business meetings, over dinner, at sporting events, while pushing their son or daughter on a swing and yes, even during church services. This method of “conversing” makes a loud statement! Texting is more important than listening and actually paying attention to the situation (meeting, etc.) that we are in. We choose not to stay in the moment.

Ask yourself this question: Are healthy human conversations an endangered species?

Face-to-face conversations are the foundation for understanding, problem solving, healthy debate, intimacy and knowledge.

Looking down at a handheld device rather than into the eyes of your conversation mate is rude (in my opinion) and it also prevents the exchange of nonverbal cues that help generate rich and meaningful attachments.

As Stanford sociologist Clifford Nass, author of The Man Who Lied To His Laptop: What Machines Teach Us About Human Relationships, puts it, “Face-to-face social interaction is hard. If we don’t go through a period where we’re forced to master the hideous process of learning how to talk with other people, we never will.”

Digital communication can breed confusion. As e-mail communicators, we “hear” what we are writing based on our intentions. On the other hand, the recipient of our e-mail may miss the nuance. We can all cite experiences where we sent a well-intended e-mail and received the opposite intended reaction. Ponder this: Would you rather receive an e-mail telling you that your promotion has been approved or would you rather be congratulated face-to-face? The written word does not always convey our true emotions expressing joy, love, concern, compassion etc.

Quite honestly, we all seek the full attention of others. There is nothing like a person who is there just for you! Clearly, e-mails and texting allow us to stay in touch more than ever, but perhaps in a less thoughtful way.

It is a fact that e-mail and social networking sites like Facebook encourage quantity of relationships over quality. Today, people share intimate details through e-mails, and these powerful technology-driven communication tools are efficient and productive.

Let the word go forth, I am not against technology, e-mails, web blasts, texting, blogs, etc. My premise: As an industry, let’s find quality time for open discourse and active conversation. Leaders need to allow time for creative conversation to foster solutions and stoke the fire of passion that made the Automotive Aftermarket what it is today.

Anyone can use Google to find the answer to any question in seconds – thank you Mr. Google! The real learning takes place in the ability to discern which information is factual and how to utilize the knowledge.

I believe in the power of the human spirit and the power of conversations. Consider this: Conversations give us energy; they also generate energy and act as a catalyst for action. Conversations help us to relate to others (customers, employees, family, friends, etc.). They also help us to think and to develop new ideas and concepts. Conversations help us see the world from a different perspective. Conversations assist us in understanding the need for change.

Technology has indeed enhanced our ability to stay in touch. Conversations provide the true “human touch!” Texting and e-mails are here to stay.

Let’s all ensure that the art of a “good conversation” does not get lost in today’s high tech world.

Content and human contact is a winning combination and the base for a great conversation!

So if you would like to talk, call me and I promise to listen! 1-401-252-9430

John Passante has more than 30 years of organizational development and senior human resource experience. His expertise is in management development, change management, training, recruiting, administration, executive coaching, succession planning, corporate communications and public relations. He is a motivational speaker who conducts seminars in the U.S. and internationally. Passante previously served as vice president of human resources at CARQUEST; senior vice president at Moog Automotive; and senior director world wide human resources for Delphi Products and Service Solutions. He is an adjunct professor at Northwood University. Currently, Passante is the president and CEO of the Organizational Development Group Inc. His firm specializes in recruiting, coaching, change management and culture enhancement. Passanted attended the University of Toledo, has a masters of business degree from Indiana Northern University and earned doctorate degrees from Pacific Western University and Northwood University. He is a member of the Northwood University Board of Governors. In 1995, Passanted was inducted into the Automotive Aftermarket Hall of Fame and in 1980, he received the University of Toledo Peacemaker Award, an award given annually to outstanding Business Alumni. Passante was also recently named president of Brenton Productions.