You communicate so much you forget how complicated it is. The procedure is basic: receive information, process it, and respond. But the circumstances can be tricky. For example, communication can require:
- A quick response (an emergency phone call)
- Emotional control (face-to-face with an angry customer)
- Tact (requesting clarification from your manager in reply to the vague instructions in their email)
- Creating a secure environment (asking your teammates to turn their cameras on during the videoconference)
- Warmth (posting on the company’s social media platforms)
You’re surrounded by obligations to communicate with managers, direct reports, teammates, departments, networking colleagues, customers, etc. You have to adapt your technique for each interaction, but common to all forms of workplace communication are: receiving, transmitting, and non-verbal.
Receiving
It’s counterintuitive, but good oral communication does not begin with speaking. It begins with active listening. During conversation when someone is speaking:
- Give them your full attention by eliminating distractions (put your phone away)
- Do not interrupt (listen to learn; not to respond)
- Summarize what you heard and repeat it back (this prompts them to reciprocate when it’s your turn to speak)
- Ask clarifying questions (“Would you please say more about why that metric is relevant?”)
- Mirror their body language (but only if it is open. If it’s closed, (crossed arms and legs, furrowed brow) then open your body language and try to get them to mirror you)
Transmitting
Speaking – To successfully convey your message slow down your rate of speech, enunciate, and use as few words as possible. Avoid making your statements sound like questions. (Do: “Edit the third paragraph, please.” Don’t: “This needs edited, okay?”) Workplace communication is about collaborating, problem-solving, and receiving and delivering feedback. You are most effective when your words are positive and empathic. For example, “I know that you had a setback with our new client and I know you can also set things right with them.”
Writing – Most of your writing is probably email. Setting a pleasant tone (“I hope you had a good weekend”), composing a clear, concise message (“Our status update meeting is this Friday morning”), and closing with a clear call to action (“Please send me your report by COB Thursday”) are crucial to getting your desired result. People don’t actually read emails. They scan them. The more filler words your message contains, the more likely it is to be misinterpreted.
Nonverbal
When you consider nonverbal communication you probably think about tone of voice, eye contact, and hand gestures. But it can also be:
- Work ethic (doing your job to the best of your ability)
- Flexibility (you’re willing to occasionally adjust your schedule to meet a deadline)
- Adaptability (you not only complete your own project but also pitch in and help where it’s needed)
- Clothing and accessories (novel jewelry is a conversation starter)
Learning to communicate well is like learning to play a musical instrument or a sport. The more you practice, the better you get. What are you currently doing to improve your communication skills at work? Please share in the comments.