COMMUNICATION
IS KEY
BY DIAHANN CAROLL D'SOUZA
Good communication skills are key to success in life, work and relationships. Without effective communication, a message can turn into error, misunderstanding, frustration, or even disaster by being misinterpreted or poorly delivered.
Communication is the process by which we exchange information between individuals or groups of people. It is a process where we try as clearly and accurately as we can, to convey our thoughts, intentions and objectives.
Communication is successful only when both the sender and the receiver understand the same information.
Communication or conversations are like verbal dances. The word conversation comes from the Latin phrase “to move around with”. Like any dance, a conversation has rules and standard moves. These allow people to move more harmoniously together without stepping on each other’s toes or getting out of step.
A conversation is a dynamic of talking and listening. Without the listening, there’s no conversation. The quality of conversation depends more on the quality of the listening than on the quality of the speaking.
The most conservative interpretation of available research evidence would be to say that, in a normal conversation, spoken words account for less than half the total meaning. Things like facial expression, tone of voice, rate of speech, posture and gestures will account for the rest.
In our roles, whether it is face-to-face or telephonic communication, a constant understanding and development of human communication skills is crucial. All relationships, both business and personal, will be enhanced by good communication skills.
Dr. Albert Mehrabian, a professor and researcher at UCLA, reported that only 7% of any message is communicated through words! 38% of a message is relayed by our voice! (55% is conveyed by our non-verbal body language).
Your speech content may be excellent. It could match your audience's needs very well but unless you deliver it in an interesting way, few people will actively listen A monotone voice is boring. It turns people off. An expressive energised voice keeps them turned on. Vocal variety is achieved through combining pitch, tone, volume and rate.
In today's highly informational and technological environment it has become increasingly important to have good communication skills. While many individuals still continue to struggle, the inability to communicate effectively will hold them back not only in their careers, but in social and personal relationships.
The steps for acquiring good communication skills:
Know what you want to say and why
Understand clearly the purpose and intent of your message. Know to whom you are communicating and why. Consider any barriers you may encounter such as cultural differences or situational circumstances (gender, age, or economic biases). Ask yourself what outcome you want to achieve and the impression you want to leave.
How will you say it?
We're all aware by now, that it's not always what you say, but how you say it that counts. Begin by making eye contact. You inspire trust and confidence when you look a person in the eyes when you speak. Second, be aware of your body language since it can say as much, or more, than your words. By standing with arms easily at your side you tell others that you are approachable and open to hearing what they have to say. Make sure you speak in a cooperative, non-adversarial tone. Be non-judgmental.
•
Communication is a two way street. After you've said what you have to say, stop, listen, and look for feedback and clues of comprehension. While the person is responding avoid any impulses to cut them off or listen only for the end of the sentence so that you can blurt out more ideas or thoughts that come to your mind. Respectfully give them your full attention. When they are finished, to ensure that your message has been clearly and correctly understood, ask open questions and encourage discussion. Fine-tune your message if necessary.
•
Once you have had to opportunity to discuss your message and the feedback to it, re-visit the purpose of the interchange. To communicate well is to understand and be understood. Make sure that your message has been received as intended and that any questions or concerns have been alleviated.
When you take the time to acquire and hone good communication skills you open yourself up to better relationships, more career opportunities, and increased self-confidence. Moreover, you reach higher levels of mutual understanding and cooperation while successfully attaining your goals.
All new skills take time to refine, however, with effort and practice you can develop good, even exceptional, communication skills.
Soft Skills
58 | TRAINING MAGAZINE MIDDLE EAST Q3 2015