Effective Communication Skills

1 Effective Communication Skills

Defining Communication

The root of the word “communication” in Latin is communicare, which means to share, or to make common. Communication is defined as the process of understanding and sharing meaning.

Eight Essential Components of Communication

In order to better understand the communication process, we can break it down into a series of eight essential components:

1.     Source

2.     Message

3.     Channel

4.     Receiver

5.     Feedback

6.     Environment

7.     Context

8.     Interference

Source

The source imagines, creates, and sends the message. In a public speaking situation, the source is the person giving the speech. He or she conveys the message by sharing new information with the audience.

Message

“The message is the stimulus or meaning produced by the source for the receiver or audience. When you plan to give a speech or write a report, your message may seem to be only the words you choose that will convey your meaning.

Channel

“The channel is the way in which a message or messages travel between source and receiver. For example, think of your television. How many channels do you have on your television?

Similarly, when you speak or write, you are using a channel to convey your message. Spoken channels include face-to-face conversations, speeches, telephone conversations and voice mail messages, radio, public address systems, and voice over Internet protocol (VoIP). Written channels include letters, memorandums, purchase orders, invoices, newspaper and magazine articles, blogs, e-mail, text messages, tweets, and so forth.

Receiver

“The receiver receives the message from the source, analyzing and interpreting the message in ways both intended and unintended by the source. 

As a receiver you listen, see, touch, smell, and/or taste to receive a message.

Feedback

When you respond to the source, intentionally or unintentionally, you are giving feedback. Feedback is composed of messages the receiver sends back to the source. Verbal or nonverbal, all these feedback signals allow the source to see how well, how accurately (or how poorly and inaccurately) the message was received. Feedback also provides an opportunity for the receiver or audience to ask for clarification, to agree or disagree, or to indicate that the source could make the message more interesting. As the amount of feedback increases, the accuracy of communication also increases.

Environment

“The environment is the atmosphere, physical and psychological, where you send and receive messages. The environment can include the tables, chairs, lighting, and sound equipment that are in the room. The room itself is an example of the environment. The environment can also include factors like formal dress, that may indicate whether a discussion is open and caring or more professional and formal.

Context

“The context of the communication interaction involves the setting, scene, and expectations of the individuals involved. 

Context is all about what people expect from each other, and we often create those expectations out of environmental cues.

In a business meeting, who speaks first? That probably has some relation to the position and role each person has outside the meeting. Context plays a very important role in communication, particularly across cultures.

Interference

Interference, also called noise, can come from any source. “Interference is anything that blocks or changes the source’s intended meaning of the message. For example, if you drove a car to work or school, chances are you were surrounded by noise.

Interference can come from other sources, too. Perhaps you are hungry, and your attention to your current situation interferes with your ability to listen. Maybe the office is hot and stuffy. If you were a member of an audience listening to an executive speech, how could this impact your ability to listen and participate?

Two Models of Communication

Researchers have observed that when communication takes place, the source and the receiver may send messages at the same time, often overlapping. You, as the speaker, will often play both roles, as source and receiver. You’ll focus on the communication and the reception of your messages to the audience. The audience will respond in the form of feedback that will give you important clues. While there are many models of communication, here we will focus on two that offer perspectives and lessons for business communicators.

Rather than looking at the source sending a message and someone receiving it as two distinct acts, researchers often view communication as a transactional process (Figure 1.3 "Transactional Model of Communication"), with actions often happening at the same time. The distinction between source and receiver is blurred in conversational turn-taking, for example, where both participants play both roles simultaneously.

Types of Communication

Communication Types: Interpersonal, Non Verbal, Written, Oral

What are the types of communication?

Communication is how we exchange information with others. The following are the main types of communication:

Verbal communication
This includes speaking, conversations, presentations, video chatting and phone calls.

Written communication
This type of communication includes the written word such as in emails, memos, reports, website content and documents.
Nonverbal communication
This includes body language, facial expressions and general appearance. For instance, following the dress code for a formal event communicates compliance and respect, whereas wearing jeans to a formal event can indicate a lack of respect or contempt.

Communication strategies can be implemented in all forms of communication to improve how well information is understood and received.

Why is good communication important in the workplace?

Important good communication is at work

1. It improves team building

Honest and effective communication can create a strong team. When staff consult with each other, consider other opinions and discuss their progress, they will be more enthused to collaborate. As a result, the strong unit that they create makes the workplace more enjoyable, and they will be eager to perform well so they don’t let their teammates down.

Indeed, communication helps solve employee morale issues by keeping entire teams in the loop, making all team members feel useful within the workplace. This lack of secrecy not only boosts team spirit but it also has a positive effect on staff attitudes.

2. It boosts growth

Great communication contributes to the growth of the business, which goes hand in hand with your career. It eliminates uncertainties and speeds up the process of policies to ensure there is a smooth delivery of projects.

Take eCommerce website Zappos, for example; their ethos relies on great communication within the organisation and with their clients – something that earned them a spot on Fortune magazine’s 2015 list of the 100 best companies to work for.

3. It increases innovation

If employees are scared of communicating their thoughts and ideas out of fear of being rejected, then they are likely to become stagnant in their career and only contribute the bare minimum. However, if there is an open line of communication between supervisors and staff members, they are encouraged to be more creative and innovative within the workplace, and they are likely to put forth new and creative ideas.

In today’s fast-moving workplace, most ideas are likely to be pushed under the carpet due to a lack of communication. As Cisco managing director Alex Goryachev writes on Forbes: ‘People listen mostly to respond rather than to understand. However, digitisation demands active listening to the ecosystem in order to survive and develop collaborative strategies with startups, partners and customers around the world’.

4. It improves productivity

Being able to communicate effectively at work can help increase overall productivity. Managers can understand their employees’ talents and skills and will then give clear directions to the people that are best suited for the job, thus increasing the overall turnaround time of any given project.

For example, one colleague may be faster and better at using Excel than others; therefore, through communication, a manager can identify this and task them with managing the spreadsheets. If there was a lack of conversation, meanwhile, the project would suffer, and the entire process would slow down, negatively affecting the goal of the company, as a result.

5. It increases efficiency

Poor communication compromises efficiency, as well as the overall quality of work. When instructions aren’t provided clearly, mistakes are bound to happen. On the other hand, clear instructions eliminate the need to clarify and correct any issues.

Think back to a time where you didn’t communicate well with a colleague. It probably resulted in wasted time, effort and resources. So, if you happen to have a manager that doesn’t communicate effectively, make sure you ask the right questions to get the information that you need to successfully complete a project. Over time, they will understand what they should be supplying you with so you can start working on your tasks.

6. It increases loyalty

When you have a good line of communication with management, you’re naturally going to be more loyal to the organization. You will feel comfortable discussing any professional or personal issues, and you’ll be more committed to the company.

This free line of communication also builds trust between a manager and an employee, which results in a loyal relationship. A two-way line of respect ensures there’s no micromanagement involved and that an employee is trusted to get on with the job that they were hired to do.

7. It reduces mitigation conflict

Two people in the workplace may feel that they are communicating well, but because they both have different methods of communication, they are misunderstanding each other. Therefore, working with different personalities requires excellent communication skills to limit any conflict in the workplace.

If you are experiencing conflict at work, it’s important to look beyond the issue at hand and identify the other person’s thought process. You need to consider the communication pattern of the receiver to get a better understanding of what they are trying to say.

8. It increases employee engagement

Good communication goes far beyond talking; it’s more about connecting and engaging with others. When teams are engaged, they are more aligned with the company’s goals and are generally more motivated to work towards the set targets.

It’s also easier for managers to identify what makes a positive and satisfying working environment, allowing them to work towards achieving a balanced working life for their employees.

Wish to be a better team player? Enroll in University of Colorado Boulder’s Teamwork Skills: Communicating Effectively in Groups course.

9. It resolves problems

There’s bound to be characters that clash and opinions that differ within any working environment. And what’s the best way to solve those problems? Clear communication!

Effective communication isn’t about who’s right and wrong; it’s about having open, honest and positive discussions to ensure everyone’s needs are met! You’re not always going to see eye to eye with your work nemesis, but if you can find a way to work well with them, you’ll make the environment much more enjoyable for everyone around you!

10. It enhances skills

Managers can identify hidden talents when they communicate clearly with their employees. By doing so, they can tap into these skills and help enhance them, which will contribute to the overall success of the business.

For example, John may be hired as a customer service representative, but through conversation, his manager identifies that he has previous experience in marketing. John is then transferred to Marketing and is much better suited at the position. If the lack of communication were there, however, John would have become stagnant later down the line, and the business would have lost great talent.

Important tip

In every aspect of your job, you’ll be required to communicate in one way or other. It’s important to understand just how valuable effective communication is and what impact it can have on your relationships and your progression within the working world.

Importance of Listening in Communication

In our louder and louder world, says sound expert Julian Treasure, "We are losing our listening." In this short, fascinating talk, Treasure shares five ways to re-tune your ears for conscious listening -- to other people and the world around you.

The Secret to Successful Communication

What does it mean to be a good communicator? In today’s society, communication can mean anything from body language to talking to someone face-to-face to sending them a string of emojis.

Being a great communicator is one of the most important skills you can have, and is essential to forming strong relationships, within and outside of work.

There are so many ways to communicate and so many ways to be good at it… but it all boils down to the one secret tool every good communicator understands and utilizes.

Empathy

Those who communicate well understand how to trigger emotions in their audience, and the audience in turn will feel more receptive to the message. Your audience can be a room full of people, or your coworkers, or even just your closest friend.

Empathy isn’t just about understanding where someone’s coming from, but also being able to share their feelings. It’s understandable why using this tool in communication makes your audience feel heard, and lets them connect to your message!

Empathy is difficult and nuanced… so how can you use it as a tool for effective communication? Here are a few things you can focus on to incorporate empathy into your communication, be it a casual one-on-one conversation or a speech to hundreds of people.

Trust

People have a tendency to open up to those they trust. If someone thinks you’re trustworthy, they’ll have an easier time speaking freely; meaning the lines of communication will be open and clear. Some ways you can build trust are keeping your word, staying consistent, and being open about any mistakes. A big part of empathy is trust. When trust exists, so does deeper understanding.

Truth

In the same vein of trust, honesty and truthfulness are crucial to successful communication. If someone can trust you to tell the truth, they’ll be more receptive to what you say. It fosters genuine interactions and sustains healthy, happy relationships.

And telling the truth can also benefit your health… studies show lying actually causes anxiety, sore throats, and headaches.

Respect

Giving respect is one of the best ways to diffuse tensions in communication, and show you’re empathetic to the other person. If someone feels respected, they’ll feel much more open to discussing their point of view, even if it doesn’t align with yours. Successful communication isn’t just about people agreeing on a point, but should also involve being able to communicate differing opinions. Respect lets the other person or people know it’s okay to feel differently from you, and that it’s also okay to talk about it!

Body language

Are you aware of how your body changes depending on what you’re thinking or saying? Studies show that most communication is actually nonverbal — 55%, in fact. 38% is through vocal intonation, and only 7% is through your actual words.

Pay attention to your body language, and that of others. Keep your arms and legs open, and try to make eye contact. If these nonverbal cues are being reciprocated, your messages are definitely getting across much better!

Trust, truth, respect, body language… all these are crucial components to empathy, and make you a better communicator. That’s why communicating via text can be difficult, and lends itself to misunderstandings. If you must, try this trick: use emojis! They convey tone much better than dry text alone. If you’re smiling when texting, use a smiley face! Make the interaction more human, and be rewarded with fewer misunderstandings and more colorful text messages!

Types of communication barriers

Individuals communicate in various ways each day. However, not all communication is effective. How we convey information can have a significant impact on how that information translates and can potentially create a barrier that prevents the person from properly understanding us.

The following are types of communication barriers that can arise in the workplace:

Physical barriers

This type of communication barrier can refer to the physical layout of the workplace (separate work areas, closed office doors) as well as the perceived territories within an office space. For example, if all of the supervisors work in one area of an office, other employees may feel intimidated when approaching this area and as a result avoid the area.

Emotional barriers

Emotional communication barriers are those that result from emotions such as mistrust and fear. For example, if a person fears their manager, they are much more likely to interpret communications with the manager in a negative and close-minded way.

Language barriers

Examples of language barriers include using jargon, unfamiliar expressions and abbreviations in written and verbal communication.

What are the 12 communication strategies to use at work

Communication strategies can help you overcome and prevent communication challenges at work:

1. Be aware of your body language

Body language, facial expressions and other nonverbal cues can play a large role in effective communication. Take note of your body language when communicating and adjust if your body language is not supporting what you are trying to communicate. Posture can be a form of body language so be sure you’re sitting up straight to indicate respect and attentiveness during a conversation or a meeting.

2. Maintain eye contact

Maintaining eye contact shows that you are paying attention to the other person and are an active part of the conversation.

3. Request and provide feedback

Offering and asking for feedback shows that you care about what the other person is saying as well as their opinions on the topic being discussed.

4. Use encouraging small verbal comments

When taking part in a conversation, use small verbal comments such as "uh-huh." This can encourage the speaker to continue and lets them know that you are listening.

5. Don't interrupt

Refrain from interrupting when another person is speaking to show respect and that you are listening to what they are saying.

6. Focus on what the other person is saying

Paying attention is the key to effective communication. When another person is speaking, give them all of your attention and acknowledge that you are hearing their message.

7. Limit distractions

Communication is much more effective when there are little to no distractions. When communicating, put away your mobile device, shut off your computer and limit any other distractions that may prohibit you from being present during a conversation.

8. Participate in a public speaking class

Taking a speech class can help build confidence when speaking to others and equip you with effective communication strategies.

9. Acknowledge what others are expressing

When having a conversation with someone, acknowledge what they are saying by nodding, using facial expressions and participating in the conversation when appropriate.

10. Consider your tone of voice

Your tone of voice can have a significant impact on how others interpret what you’re saying. For example, if you are discussing a serious topic, your tone should be confident and firm rather than playful or unsure.

11. Use appropriate grammar and spelling

Avoid using abbreviations, slang, jargon and other forms of language that may not be understood by others. Spell out words and ensure proper spelling and grammar.

Before sending an email, text or other written form of communication, take the time to proofread and make any necessary edits. This ensures your written communication is professional and conveys your message as accurately as possible.

Main Points

Problems are an inescapable part of life, both in and out of work. So we can all benefit from having strong problem-solving skills.

It's important to understand your current approach to problem solving, and to know where and how to improve.

Define every problem you encounter – and understand its complexity, rather than trying to solve it too soon.

There's a range of general problem-solving approaches, helping you to generate possible answers, choose the best ones, and then implement your solution.

Some complicated or serious problems require more specific problem-solving systems, especially when they relate to business processes.

By boosting your creativity, decision-making and project-management skills, you’ll become even better at solving all the problems you face.