10 Steps to Effective Communication
At the root of any successful leader is a strong ability to communicate. Sure, there have been leaders who have ascended into the highest positions and not had that skill, but they likely didn't last long. This point was illustrated recently as I listened to a NPR program about the failure of the big banks on Wall Street. When Congress grilled executives from these institutions about why they didn't catch the risky investments that were being made that ultimately failed, their answers were all the same and quite simple - we didn't know. It was their job to know and either nobody told them or they didn't catch it in the data they had access to. No flags were raised; nobody asked so nobody told. This is definitely a communication meltdown that had widespread negative consequences.
What is communication? Communication in life is the pinnacle of every successful - and not so successful - relationship. According to Webster's dictionary, communication is defined as a process of transferring information from one entity to another. Communication processes are sign-mediated interactions between at least two agents, which share a repertoire of signs, and semiotic rules. Communication is commonly defined as "the imparting or interchange of thoughts, opinions, or information by speech, writing, or signs". Although there is such a thing as one-way communication, communication can be perceived better as a two-way process in which there is an exchange and progression of thoughts, feelings or ideas (energy) towards a mutually accepted goal or direction (information).
Why is communication important? Often times, we have a message which we want to communicate or we want the receiver of message to understand our message in the same sense as we convey it. Take for example a company's need to raise the cost of health insurance. Often times, this is conveyed through a written document to the employees at open enrollment time. The employee's reaction is usually anger towards the company for making them pay more money for health coverage. The miss here is that the company is not sharing as much information as they should to help the employee understand how the raising cost of health insurance coverage affects the company and their contribution too. A company should give the employee a total compensation statement at that time so all employees can see how much the company invests in him/her as individuals. Giving each employee a clear, individualized picture and then telling the employee the cost is raising would change the way the message is received. There may still be anger, but it will be focused on the right culprit of raising costs, which are the insurance and medical companies and not the employer. Effective communication helps in that the message is enable to achieve its goals and helps in receiving the desired response from the reader of the message. Effective communication helps organizations in keeping good relationships with their customers and employees; forwarding information effectively helps in avoiding any dispute that can arise because of a misunderstanding.
The 4 Types of Communication. I used to work with someone who I refer to as a "chit-chatter." He'd walk the halls every day knocking on doors and say, "do you have a minute?' An hour and a half later he'd still be sitting there rambling. I learned very quickly that my body language could help deter this activity without me having to be rude or disengaging. When Mr. Chatter would show up at my door and say, "do you have a minute?" He'd start to walk in the door before I would answer and I would throw my hand up in the "stop" mode. I would say, "actually, I'm in the middle of something right now, can I get you on my calendar for later today?" His answer was always, "Oh. No, I just came by to say hello." That one gesture changed the whole dynamic of the conversation. There are 4 types of communication that are present in our lives: verbal, non-verbal, written and visual.
Verbal Communication: Verbal communication includes sounds, words, language and speaking. Language is said to have originated from sounds and gestures. There are many languages spoken in the world. The bases of language formation are: gender, class, profession, geographical area, age group and other social elements. Speaking is an effective way of communicating and is again classified into two types viz. interpersonal communication and public speaking. Good verbal communication is an inseparable part of business communication. In a business, you come across people from various ages, cultures and races. Fluent verbal communication is essential to deal with people in business meetings. Also, in business communication self-confidence plays a vital role which when clubbed with fluent communication skills can lead to success. Public speaking is another verbal communication in which you have to address a group of people. Preparing for an effective speech before you start is important. In public speaking, the speech must be prepared according to the type of audience you are going to face. The content of your your speech should be authentic and you must have enough information on the topic you have chosen for public speaking. All the main points in your speech must be highlighted and these points should be delivered in the correct order. There are many public speaking techniques and these techniques must be practiced for an effective speech.
Non-Verbal Communication: Non-verbal communication involves physical ways of communication, like, tone of the voice, touch, smell and body motion. Creative and aesthetic non-verbal communication includes singing, music, dancing and sculpturing. Symbols and sign language are also included in non-verbal communication. Body language is a non-verbal way of communication. Body posture and physical contact convey a lot of information. Body posture matters a lot when you are communicating verbally to someone. Folded arms and crossed legs are some of the signals conveyed by a body posture. Physical contact, like, shaking hands, pushing, patting and touching expresses the feeling of intimacy. Facial expressions, gestures and eye contact are all different ways of communication. Reading facial expressions can help you know a person better.
Written Communication: Written communication is writing the words which you want to communicate. Good written communication is essential for business purposes. Written communication is practiced in many different languages. E-mails, reports, articles and memos are some of the ways of using written communication in business. The written communication can be edited and amended many times before it is communicated to the second party to whom the communication is intended. This is one of the main advantages of using writing as the major means of communication in business activity. Written communication is used not only in business but also for informal communication purposes. Mobile SMS is an example of informal written communication.
Visual communication: The last type of communication out of the four types of communication, is the visual communication. Visual communication is visual display of information, like, topography, photography, signs, symbols and designs. Television and video clips are the electronic form of visual communication.
What is Your Communication Style? I come from a family where being direct is considered combative. To me, honesty is the best policy and the only way to be honest is to be direct. Of course that ends up causing conflict between myself, my mother and my siblings because they would rather agree with the person to their face then disagree behind the scenes. My style is direct and their style is harmonious (with a bit of passive aggressiveness in my opinion, but that's a blog for another time!) I have adjusted my style to reduce the conflict and I have learned to get my point across without ruffling anyone's feathers. Does it always work? No, but it has reduced my stress and those around me. It is critically important to know your style of communication and recognize the style of others so that you can learn to be flexible in your message without compromising it and drastically reduce the possibility of miscommunication. I found an interesting article that had some critically important information relative to communication style: The 21 most important words in the English language:
The two most important words:
Thank You
The three most important words:
All is forgiven
The four most important words:
What is your opinion
The Five most important words:
You did a good job
The six most important words:
I want to understand you better
The least important word:
I"
The Power of Listening: There is nothing that will derail effective communication quicker than one of the parties not really listening to the other. This recently happened to a client with the financial aid office of the University of Michigan, where his child attends school. Every single person that he have dealt with in that office since his child first attended there in 2009 had been short, curt and robotic in conveying the Federal guidelines for student aid. Clearly, there is a budget they adhere to and there is no going outside the box, which is a total disconnect for him as the recipient of financial aid when he attended the Western Michigan University years ago. HIs perception was that the financial aid office exists to help student find a way to fund their education when they don't have money out of pocket to cover the entire cost. The University of Michigan's Financial Aid Office employees make it clear through their words and non-verbal communication that their mission is to limit the amount of funds that go to each student to meet some secret budget goal. He tried on several occasions to explain this to the head of the department and each time she twisted it around and blamed him for misunderstanding the counselors, or not following their guidelines, or taking what was said out of context. Not once did she acknowledge that she heard what my client was saying or that she would try and help him find financial resources to help him cover the $26,000 annual cost of school. His child asked, "How can I find more money to go to school?" The counselor responded, "By getting married, having a baby, joining the military or your parents dying." He said, "None of those are a remote possibility, to which he responded, "Well maybe you should have chosen a school that was more affordable to you." His child worked hard to get accepted to U of M and he worked hard to save enough money for him to go there. The counselor was actually conveying the Federal guidelines of student aid to him, but it was the way he conveyed it that was totally inappropriate. When my client brought it to the attention of the department director, she was very defensive and blamed the entire issue on me in that he wasn't accepting that these were the guidelines. That wasn't the point, but rather there is a right way and a wrong way to say, no, which is exactly what they were telling his son in terms of getting more aid. The last exchange my client had with the department head, she said, "Please accept my apologies for any response you feel was inappropriate." My client didn't feel the responses were inappropriate, they were. He totally understands the Federal guidelines, and she repeatedly and robotically recited them to him over and over and over again, missing the point. Putting the blame back on my client and his son clearly showed she never listened what I was trying to say and my client wasn't heard. That's an unfortunate gap between a parent and a major function at a major institution.
Managing Conflict: To say my client had a conflict with the U of M financial aid office is an understatement. It was a major communication breakdown, one I'm sure he'll pay the price for at a later date - literally. However it is a normal part of life to have conflict at home, in the workplace, in any situation where two or more people are exchanging information. What is key is how we manage conflict and bring it to successful resolution. In the case of the financial aid office, my client has agreed to disagree, take what they will give and find another resource to cover the gap in tuition. The head of that office will never get what was said to her and he can live with that, it's her loss. There are many effective ways to defuse a tense situation and one thing that has been successful is to decide - what can you live with and what are you not willing to budge on? Knowing conflict happens and being armed with tools to manage through it and resolve it are keys to having the right mindset while it is happening. My client's situation was unfortunate but not personal and I guarantee he is not the first nor will he be the last to experience a brick wall when it comes to the U of M financial aid office. Removing the emotion and defusing the situation helped bring this to a reasonable conclusion.
How Your Attitude Affects Communication: Every attitude is a combination of feelings, beliefs and evaluations. Behavior refers to the reactions or actions of an object or organism and attitude predicts behavior. Persuasive communication changes attitudes, which then affects behavior, which then creates a more productive environment. Persuasive communication involves openly trying to convince another to change their behavior and only works when the source is credible and trustworthy. Addressing trust and credibility first among your coworkers and other critical relationships you have lays a strong foundation. Learning to clearly state your position, followed by supporting arguments and obtaining others' agreement are the keys to persuasion.
Giving and Receiving Feedback: Feedback is a type of communication that we give or get. Sometimes, feedback is called "criticism," but this seriously limits its meaning.
Feedback is a way to let people know how effective they are in what they are trying to accomplish, or how they affect you. It provides a way for people to learn how they affect the world around them, and it helps us to become more effective. If we know how other people see us, we can overcome problems in how we communicate and interact with them. Of course, there are two sides to it: giving feedback, and receiving it.
Getting Feedback: Some people experience feedback as pure criticism and don't want to hear it. Others see it as spiritually crushing; a confirmation of their worthlessness. Still others only want to hear praise, but nothing that might suggest imperfection. That's not the case for everyone, of course. Some people are willing to accept feedback and seek it out, even if it is sometimes disturbing, because they believe they can grow from it. It comes down to whether you believe feedback will harm you or benefit you.
This is not to say that we should always have to accept feedback or the manner in which it is sometimes given. We all have the right to refuse feedback, and we can expect feedback to be given in a respectful and supportive manner. But for every positive and open way of accepting feedback, there's an opposite; a negative and closed manner which pushes feedback away and keeps it at bay.
Negative/Closed Style
Defensive: defends personal actions, frequently objects to feedback given. Attacking: verbally attacks the feedback giver, and turns the table. Denies: refutes the accuracy or fairness of the feedback. Disrespectful: devalues the speaker, what the speaker is saying, or the speaker's right to give feedback. Closed: ignores the feedback, listening blankly without interest. Inactive listening: makes no attempt to "hear" or understand the meaning of the feedback. Rationalizing: finds explanations for the feedback that dissolve any personal responsibility. Patronizing: listens, but shows little interest. Superficial: listens and agrees, but gives the impression that the feedback will have little actual effect.
Positive/Open Style
Open: listens without frequent interruption or objections. Responsive: willing to hear what's being said without turning the table. Accepting: accepts the feedback, without denial. Respectful: recognizes the value of what is being said and the speaker's right to say it. Engaged: interacts appropriately with the speaker, asking for clarification when needed. Active listening: listens carefully and tries to understand the meaning of the feedback. Thoughtful: tries to understand the personal behavior that has led to the feedback. Interested: is genuinely interested in getting feedback. Sincere: genuinely wants to make personal changes if appropriate.
Giving Feedback
The other end of feedback is giving it. Some people deliver feedback with relish; after all, it's easier to give advice than take it. Some use feedback as a weapon, or offer it as tit-for-tat. For others, feedback is a great way to be critical. How you deliver feedback is as important as how you accept it, because it can be experienced in a very negative way. To be effective you must be tuned in, sensitive, and honest when giving feedback. Just as there are positive and negative approaches to accepting feedback, so too are there ineffective and effective ways to give it.
Ineffective/Negative Delivery
Attacking: hard hitting and aggressive, focusing on the weaknesses of the other person. Indirect: feedback is vague and issues hinted at rather than addressed directly. Insensitive: little concern for the needs of the other person. Disrespectful: feedback is demeaning, bordering on insulting. Judgmental: feedback is evaluative, judging personality rather than behavior. General: aimed at broad issues which cannot be easily defined. Poor timing: given long after the prompting event, or at the worst possible time. Impulsive: given thoughtlessly, with little regard for the consequences. Selfish: feedback meets the giver's needs, rather than the needs of the other person.
Effective/Positive Delivery
Supportive: delivered in a non-threatening and encouraging manner. Direct: the focus of the feedback is clearly stated. Sensitive: delivered with sensitivity to the needs of the other person. Considerate: feedback is intended to not insult or demean. Descriptive: focuses on behavior that can be changed, rather than personality. Specific: feedback is focused on specific behaviors or events. Healthy timing: given as close to the prompting event as possible and at an opportune time. Thoughtful: well considered rather than impulsive. Helpful: feedback is intended to be of value to the other person.
The Importance of Feedback
Feedback is a must for people who want to have honest relationships. A powerful and important means for communication, giving feedback connects us, and our behavior, to the world around us.
Communication and the Digital Age: There are now multiple means of causing communication barriers between people; texting, Facebook-ing, Twittering, instant messaging, voice mail and email to name a few. Stephen Covey's Time Management program preaches for us to be the master of technology versus letting technology being our master. I recently attended a baseball game and when I looked around the stadium, I saw a sea of people looking at their cell phones. They were texting, taking pictures, uploading them to Facebook, talking - it was a new age of mass media blitz. I frequently get instant messages from clients and potential clients asking me in-depth life changing questions and expecting a simple answer in return. It's hard to be an effective communicator in the digital age unless we learn how to use these means in a persuasive and appropriate manner. A client of mine has an employee who constantly fires off scathing emails. My client gets constant complaints about the employee who is perceived as being combative and abrasive. I advised her to sit down with the employee, show her examples of the inappropriate emails, advise her to a 24-hour "cool down" period, then initially reviewing the emails with someone they can trust before hitting the send key. A month later the client reported that 9 out of 10 emails were scrapped before sending. The employee then learned the skill of not reacting via email to other communication that was angering her. It is especially important in this economic climate where we're doing much more with much less and tensions are high.
Ask yourself the following questions:
How would your professional and personal life change if you could successfully master these basic skills? Can you afford not to make the investment to improve your communication? You will be amazed at the startling turn your life will take once you learn how to communicate effectively and successfully. Did you know that the most important asset to a company or to a client is a person who communicates effectively, someone who has the ability to influence and persuade others? Are you communicating successfully and effectively to influence others or are you just talking?
i. 2007, Stoney deGeyter; Pole Position Marketing. ii. 2009, Phil Rich, Ed.D., MSW, DCSW; Self-Help Magazine.
