Communication is the sharing of understanding, meaning, ideas and feelings. It is the transferral and understanding of meaning. Good communication is a key productivity driver and should occur across the three levels of an organisation – individual, team and organisational.
Communication is the sharing of understanding, meaning, ideas and feelings. It is the transferral and understanding of meaning.
Good communication is a key productivity driver and should occur across the three levels of an organisation – individual, team and organisational.
Communication can be:
- Verbal (Face to face, telephone)
- Written (Documents, memos, emails, text messages, social media, signs)
- Non-Verbal (Body language, posture, facial expressions, gestures, contact)
- Communication is 10% the words we use, 20% the tone, tempo, or volume and 70% visual and physical.
A Good Culture Of Communication May Have
|Clear expectations (everyone knows what is expected of them and by when)
People thinking clearly before they speak (or text or email)
Using "I statements" Assertive not aggressive or passive behaviour Appropriately given feedback:
|Discussions - not just one person taking over but others feel empowered to speak up so creative and innovative ideas are heard
Engagement such as staff newsletters (messages from CEO, staff profiles, information about what is happening and how the business is tracking) or regular staff meetings (combined with social activities such breakfast, lunch, Friday night drinks)
Departmental "Expos" to show teams what each other is doing
Employees spending time in other departments learning what they do
|Opportunities for all to be heard and have a voice
Modelling from the top down
High level of listening skills (including not using mobile phones during meetings)
Staff always prepared for meetings (send out papers in advance, strict adherence to start and finish times)
An organisational wide understanding that people come from different cultures and backgrounds and even if they speak English, it may not be their first language; appreciation of different learning styles
Seek first to understand, then to be understood
Communication and how you choose to flow communication through business has an impact on productivity.
Poor Workplace Communication Effects Productivity Through
Communication underpins everything we do. While there are many ways to communicate, there are also a few key tips to be aware of, that will help ensure effective communication is maintained across the three levels of any business. KEY PRINCIPLES FOR EFFECTIVE COMMUNICATION
|I know that you understand what you think I said, but I'm not sure you realise that what you heard is not what I meant!|
Barriers To Effective Communication
"I" Statements are a means of providing others with feedback, and your point of view.
"You" statements tend to make people feel judged and threatened and they react defensively.
The benefits of "I" Statements are:
- They are straightforward and easy for your listener to understand.
- The listener tends to consider rather than emote, reflect rather than feel.
- They show you back yourself and your point of view.
- They allow your message to come to the fore.
- When you begin with 'I' people are less likely to become defensive.
- They refer to specific behaviour and so the focus becomes improving the behaviour.
|"When ..."||(objection to behaviour that concerns/hurt/annoys/worries you)Non-judgmental description of behaviour:
|"I feel..."||(clear statement of your feelings)Disclosure of feelings:
|"Because..."||(clear description of the tangible/concrete effect on you)|
|"And what I"||(description of your wants/needs)|
|Aggressive - I win-You lose||Submissive - I lose-You win||Assertive - I win-You win|
|Make eye contact
Exhibit affirmative head nods and appropriate facial expressions
Avoid distracting actions or gestures
Ask clarifying questions - not too many
Avoid interrupting the speaker
Do not talk over
You need to want to be a good listener
|Make smooth transitions between the roles of speaker and listener
Paraphrase the presented content
Reflect the implications
Reflect the underlying feelings
Invite further contributions
Establish empathy with the speaker
|Builds relationshipsImproves confidenceAids learningIncreases understanding||Helps solve problemsImproves negotiation skillsIncreases efficiency and productivity|
|The don'ts||The do's|
|Interrupting the speaker
Jumping to conclusions
Finishing other people's sentences
Allowing you to be distracted
|Listen with your whole body
Thinking about your reply
The 3R's of active listening are
1. Rapport building (mirroring)
2. Responding appropriately (Paraphrasing, showing empathy, clarifying)
3. Removing barriers