Listening is the cornerstone of communication. Skilled listeners: (1) Make eye contact, nod occasionally, say words of encouragement; (2) Paraphrase the speaker’s words, clarify, summarize; (3) Hold their fire, then calmly state their views; (4) Focus on content; (5) Remain open-minded; (6) Pay attention to nonverbals; (7) Listen more than they talk or “wait” (Why Am I Talking?)
For effective communication, be aware of body language: (1) Body language must be interpreted as a collection of gestures — don’t make judgments based on just one gesture or movement; (2) Make your words and body language congruent, don’t send mixed messages; (3) Probe for understanding if you’re communicating with someone whose words and nonverbals are not consistent.
There two broad approaches when preparing written communication: (1) Direct approach – Focuses on the bottom line, provides a summary, recommendation or conclusion. Use for good news, routine or familiar information, reports and résumés; (2) Indirect approach – Starts with an introduction or premise and builds to a decision, summary, recommendation or conclusion. Use for bad news, complex or unfamiliar information and controversial messages.
To improve your communication with your boss don’t expect your boss to adapt to you. Modify your style to fit your boss’s. Whether you have the “Indecisive” boss, the “Micro-manager” boss, or a “Virtual” boss, focus on the content of your communication and not the delivery. Resist the temptation to respond emotionally.
Diplomacy works better than brute force. Positive influencing skills include building relationships and communicating on the levels that appeal to the listener’s self interests: (1) This is what we want to do; (2) This is how it affects you; (3) This is how you can help make it work. Ask questions to create a vision of success (i.e., “What will you do with your new found time?” or “How will your team celebrate this accomplishment?”).
It is with a renewed awareness that we pledge to practice as best to our ability what we learned to benefit all those around us, including us.
Sami, Karla, Mycena, Jamie, Carrie