Effective Communication

" Studies tell 70% of mistake in the workplace are a direct result of poor communication..... "

Causes of Communication Difficulties:

 

• Lack of information and knowledge
• Not explaining priorities or goals properly
• Not listening
• Not understanding fully and fail to ask questions
• Mind made up, preconceived ideas
• Not understanding others' needs
• Not thinking clearly, jumping to conclusions
• Bad mood
• Failure to explore alternatives

Communication failures can cause:

 

• Loss of business
• Mistakes, inefficiencies
• Lowered productivity
• Poor coordination and cooperation
• Damage personal or company image
• Frustration, Hostility
• Dissatisfaction with others
• Lowered morale
• Lost of team spirit
• High employee turnover
• Conflict and arguments
• Drop in self esteem and confidence
• Loss of friendship

Basic Communication Principles:

Everything we do is communication
The way we begin our message often determines the out come of the communication
The way message is delivered always effect the way message is received
The real communication is the message received not the message intended
Communication is two way street - we have to give as well as gather

Give Good Information:

Six C is good giving information

C  -  Clear
C  -  Concise
C  -  Correct
C  -  Complete
C  -  Courteous
C  -  Concrete

When giving information....

• Use precise, memorable and powerful words
• Support you words with visual aids
• Give demonstration
• Provide example / metaphors / analogies
• Use the other person  " language "

Assertive Communication:

Verbally assertive people....

• Make statement that are honest, clear, brief and to the point
• Use  " I "  statement:  I'd like, I appreciate, I think
• Distinguish between fact and opinion
• Ask. don't tell
• Offer improvement suggestion not advice and commands
• Offer constructive criticism, free of blame, assumptions and  " shoulds "
• Ask question to find out the thoughts and feelings of others
• Communicate mutual respect where the needs of two people conflict and look for mutually acceptable solutions

None Verbally assertive people...

• Make appropriate eye contact
• Sit or stand firmly and comfortably erect
• Gesture openly to support their comments
• Speak in a clear, steady, firm tone of voice
• Maintain open, steady, relax facial expressions, smiling when pleased, frowning when angry
• Speak a steady, even pace, emphasizing key words, with few awkward hesitations

Manage your body language:

 

• Sit and stand at right angles and on the same level and respect people's personal space zones
• Use open gesture and body language
• Center your attention exclusively on the other person
• Lean slightly forward to show interest, a bit further forward to apply pressure, slightly back to reduce pressure
• Maintain appropriate eye contact while listening to encourage the speaker, increase eye contact to apply pressure, reduce it to lower pressure
• Respond appropriately by basing your responses on what the other person as just said
• Be relaxed and balanced to make relaxed and open communication easier     

Gather you information with your EARs:

E  -  explore by asking question
A  -  affirm to show you are listening
R  -  reflect your understanding
S  -  silence, listen some more


Visit our friendly club meeting twice a month, every 2nd and 4th week at Lot 2, 1st Floor, Taman Fajar Baru, Airport Road, Mile 7, Sandakan. Where leaders are made.


Susunan: Admin
Reference: Vodhia Antariksa