COMMUNICATION

Communicating is an essential part of being human. We are social, co-operative creatures

and by communicating with others we share ideas and collaborate to achieve more than we
could alone. Better communication will enable us to achieve even more and one of the
places where this is most important is the place where we spend a large part -- or even most
-- of our waking time: work. Here are 10 key ideas to start with:

Communication is not just about how one speaks. Communication is an exchange. There are
four main communication skills: writing, reading, listening and speaking. Speaking is only
one of the four skills we use to communicate. When we are communicating, on an average
we spend 45 per cent of our time listening, 16 per cent of our time reading, 9 per cent
writing and only 30 per cent of the time speaking. That means that 70 per cent of being a
successful communicator is not about how we speak. Even when we are speaking, it is
important to be aware of how the communication is taking place.

Fifty five per cent of our communication is actually visual (not what we say), 38 per cent is
vocal (how we say it) and only 7 per cent is verbal -- what we are actually saying. So, what is
the implication of this…? How you appear to others makes up more than half of the message
in face-to-face communication.

There are many factors involved here, including culture, gender, how other people perceive
our status and their status and the physical conditions and environment in which the
communication is taking place. In most business situations one should try to appear self-
assured, positive, enthusiastic and friendly.

In all communication, but in particular on the phone, (even though this might sound
strange), put a smile on voice – one would be surprised, but people can hear it if one is
smiling, even on the phone!

 Make the most of ourselves and the visual opportunities available.

 Make eye contact with our listener(s). This helps one looks self-assured (confident)
and honest.
 Be aware of our facial expressions. Don't frown. Make sure that we have a positive,
open expression on face.
 Be aware of the rest of our body language, too.
 Think about your posture: Walk tall!
 Use hands to gesture (describe, emphasize, count, show attitude).
 Look the part and dress for the job we want, not the job we have now!
 That way, people will start to think of one as a good candidate for future job, even
before one apply.
 Be aware of our environment -- where we are, what is around us. Think about where
our communication is taking place and -- if possible -- control it or manage it.

It's not what you say, it's how you say it.
 Just think of the many different ways we communicate using just our voice (e.g.
volume / loudness). We vary our tone, the way we stress a word or the way we stress
across different words. We vary the pitch, rhythm, pace etc of our speech or the way
we pause.
 How one sounds to others can communicate 38 per cent of the message, when one is
face-to-face with someone. On the phone this can be up to 70 to 90 per cent of the
message. Make the most of our voice and how we can use it to improve our
communication.
  Use the correct word stress to pronounce key words clearly. Make sure we stress the
key words in each sentence, highlighting important names, facts, figures and actions
for the listener.
 Not too fast, not too slow -- use the right pace for listener. If you speak too fast, the
listener won't be able to understand everything we are saying. If we speak too slow,
we may lose their attention.
 Use pauses to mark the end of one idea and the beginning of the next. A pause gives
listener a chance to catch up with what we have said and also helps us get their
attention for the next idea.
 Vary your pitch. A low pitch can help one sound in control or knowledgeable, but can
also sound monotonous, too serious or bored. A high pitch can help one sound
enthusiastic, but can also sound trivial.
 One needs to adapt to the situation and to our audience. Use the right modulation to
show enthusiasm for what we are saying and to connect with our listener(s).
 Use the right rhythm to keep their interest.
 Put it all together to draw attention to key points. Having said all that, what you say
is also hugely important.
 The right word is crucial. It is also very important that what we say matches how we
are saying it. The perfect choice of vocabulary and sentence structure can really help
our workplace communication.
 Follow the KISS rule: Keep It Simple, Stupid! Don't make it more complicated than it
has to be. Use short, simple words in 'plain English', wherever we can. Simple words
are easier for the listener to understand (so the listener can grasp message more
quickly). Simple words normally have more impact than longer words. Use short
simple sentences, not long, complicated sentences. Short sentences also make it
easier for listener to understand what we are saying. They communicate with greater
clarity and impact and break message into easily understood chunks.
 A good way to remember is to follow the 5 C's in workplace communication. Before
you speak, think and use language that is Clear, Concise, Complete, Correct and
Courteous. And, thinking back to all the parts of communication which are non-
verbal, we could add that the words we use should also be consistent with the way
we are saying it.

When we are listening, make sure we are communicating back to the person speaking.
Maintain eye contact, nod and give short vocal signals like 'yes', 'OK', 'Uh-huh', to show that
we are listening and that we understand (even if you don't necessarily agree!). This shows
that we have received the message which the sender wanted us to receive.
There are three possible barriers to listening.
 First, barriers created by the sender themselves, such as mispronunciation, poor
choice of words or inconsistency between the Visual, Vocal and Verbal
communication taking place.
 Second, barriers created by the listener (example: distrust or dislike for the sender,
preconceived ideas, evaluating the sender not the message).
 Finally, there are environmental barriers from the situation in which we find
ourselves, such as noise, too much technology, distractions, discomfort and so on.
We need to be aware of all these barriers and do what we can to minimize them, to ensure
that good communication is taking place. So, how can you be a good listener? Focus fully on
the speaker, don't interrupt, don't judge and show our interest.

There are (at least) four different communication styles. Being aware of them can help us to
use the right style in the right situation and to get the right message across.
 Action-oriented communicators talk about achieving things. They talk about the
'bottom line', moving ahead, decisions and achievements.
 Process-oriented communicators talk about facts and figures. They talk about policies
and procedures, analysis and planning.
  People-oriented communicators talk about needs and about motivation. They talk
about teamwork, values, feelings and beliefs.
 Idea-oriented communicators talk about innovation and change. They talk about new
ways of doing things, concepts and possibilities.
Think about what we want to communicate and try to adopt the right style to achieve this.
Also, think about what style is being used by the person to whom we are listening and this
will help us to understand what they want to say.
First impressions are formed in the first few seconds or minutes of a communication
exchange (face-to-face, on the phone, even in writing). It is important to make the most of
the opportunity. As they say, we only get one chance to make a first impression.

When we communicate at work, we must think about how we look (the visual channel),
about how we sound (the vocal channel) as well as the words we use (the verbal channel).

We are always communicating something, even if we think we are doing nothing and this
applies to the way we listen as well as to the way we speak. If we are speaking, make sure
we have the message clear in our own mind. Then choose the best way to deliver this
message.

 Think about possible barriers, such as 'filters' (due to age, culture etc).
 Minimize 'noise' or other distractions.
 Use the environment to help our communication (choose the best place and time).
 Check that our intended message was understood.
 If you are listening, give the speaker our full attention.
 Listen! Take account of 'filters'.
 Evaluate, interpret and understand the message.
 Give feedback (Visual, Vocal and Verbal) to show that we do (or don't!) understand
the message.
 Ask for clarification if we don't fully understand.
 Clarify responsibilities and roles or targets and objectives.
 Check deadlines and time frames. Listen attentively.

Don't Say: We'll try.

Do Say: We'll do (what) by (when).

Don't Say: I can't. I don't know how.

Do Say: I'm not sure how, yet. Can you help me?

Don't Say: That's not my job.

Do Say: If our objective is to . . . then I see my responsibilities as . . . Do you agree?

When we are communicating with peers, be clear about who is responsible for what. Offer
feedback and assistance. Check what we will need to get the job done. Look for win-win
solutions and try to avoid conflict.

Don't Say: That's your work and this is mine.

Do Say: How can we work together?

Don't Say: My work is more important. I need the resources more than you do.
Do Say: This is a high priority project. I'm afraid that it will require more resources...

Don't Say: That report is poorly written.

Do Say: I've got some thoughts about how you could improve the report. Would that be
helpful?
When we are communicating with subordinates, be clear about our expectations. Give
subordinates a chance to decide some of their goals and objectives and to make some
decisions about their work. Be clear about limits on resources, time and money. Give a lot of
feedback. If there is conflict or friction, deal with it quickly. Listen actively and respond with
understanding.

Don't Say: This is what I want you to do and this is how I want you to do it.
Do Say: This is the goal, how do you think it can be achieved?

Don't Say: That's not my problem. You figure it out.

Do Say: How can I help?

Don't Say: I know you're feeling sick but I have a business to run.
Do Say: Oh, I am sorry you're not feeling well. Do you think you feel well enough to help us
out? You know how busy we are. But...

When we are speaking to clients or customers in person, think about their interests and
needs, not ours. Don't try to sell a product or service: sell what the product or service can do
for the client or customer. Ask questions. Listen without interrupting.

Don't Say: Buy this, it's a good price.

Do Say: I'm sure you will find this a very reasonable price.”

Don't Say: You need this...

Do Say: This is a very useful item because...

Don't Say: Do you want to buy it?

Do Say: Are you interested in buying...

When you are speaking to clients or customers on the telephone:

Don't Say: You hold on.

Do Say: Just one moment, please.

Don't Say: Just a moment...

Do Say: Would you mind holding for a moment?

Don't Say: You wait a while.

Do Say: One moment please. Or I'll be back in a moment.

Don't Say: Not here. Call back.

Do Say: I'm afraid (who) is not in (place) at the moment. Can I take a message?