How to Overcome Ineffective Communication at Work
By Lorna Barrow
I am amazed and I really shouldn't be. But from business to business, workplace to workplace, organization to organization, whichever I have been interacting within the last three months, their biggest problem is communication.
What is sad about this is that effective communication strategies can help you build strong relationships with clients and customers, team members, managers, internal customers, competitors and "frenemies."
Motivated by my findings, here are my top 10 communication tips to address the top 10 problems I have found in the workplace, not only in small businesses but in other organizations as well. Remember, I am focusing on the work environment but they can be used any time communicating effectively is important.
1. Focus on issues, not personalities, when you discuss work matters and problems
When I say this, there's always someone who will tell me I just don't know their boss or customer or CSR or ___. That may be true but what I know is that communicating with respect in every interaction regardless of whether you like the person or not only speaks volumes for your skill, it also establishes you as the consummate professional.
2. Be direct and sincere as your default position
If you're one of those people who say "yes" when you really don't mean it, stop it right now!Instead, express your concerns constructively and offer alternatives as to what you think will work better in the situation. You will earn far more respect than if you try to please people by saying what you think they want to hear.
3. Listen more than you talk, especially in sales situations
There are two main reasons people talk too much when they are pitching an idea or selling something. One is because they think they haven't made their point well and the other is because they know so much about the topic and can't filter what is important when. Even if either one is or both are the case, practice listening for the client's pain or problem and then focus on providing them with a solution that can solve it.
4. As much as possible, listen without passing judgment and don't rush to give advice
This advice is especially directed to manager and bosses, who can sometimes be either very judgmental and or have the answer to every problem at their fingertips. A better human relations approach would be to reserve the judgment because this something leads to the offending party being very defensive. Then encourage them to work with you on a solution which is then easier to implement since they will be more willing to take responsibility for what they are part of.
5. Give performance-focused feedback instead of opinionated criticism when performance needs improvement
I am especially directing this to managers. Far too often, managers tend to make statements such as "I'm so disappointed in you" believing this would help the employee to improve. Instead, reserve your feelings and focus on providing specific, objective feedback based on you observations.
6. Go directly to the source to work out problems in person instead of using e-mail
This should be a no-brainer except for the presence of cowards in the workplace. Discussing and solving problems require the understanding of body language, the capacity to interpret vocal tones and the opportunity to receive an immediate response. An email facilitates none of these and when it is blind-copied to a person who is not involved, it is even more malicious.
7. Do not attempt to soften a point when addressing tough or sensitive issues
Listen! Please don't confuse the above statement with being rude, abusive or belligerent. Instead, be direct, constructive, and straightforward so that your message and its importance come across clearly and respectfully. This also guarantees that even when people don't agree with you, they still respect you and your position.
8. Don't begin by dwelling on who's at fault when dealing with problem situations
Nothing annoys me more when I am leading a team and something goes wrong than to have to waste time listening to who's to blame as the first response. When I say that we're going to fix the problem now and deal with the 'who" afterwards, I'm accused of wanting to cover up but that's far from true. I know from experience that the communication process and the integrity of the team are enhanced when I address the problem and then the cause.
9. Don't push forward your idea while disregarding concerns that people have with it.
Not only is this an indication of poor communication, it's also an abuse of power. Instead, listen to and acknowledge the concerns of others and address them. Sometimes the best way to gain support for an idea about which others have reservations is to show that you hear those concerns.
10. Don't focus on - what you like and don't like - as you receive others' messages
Instead, shift your focus from yourself to concentrating on what the other person is saying to you, listening without passing judgment and trying to understand what the message means.
So there you have 10 tips that you can begin applying immediately to improve your communication skills in your business world and at home!
Discover even more resources to help you do what you do better! Over the last 15 years I have helped thousands of other people just like you to improve themselves and their businesses. I'm sure I can help you too. Just go to http://www.itds-training.com/resource_center/index.php/resource-page and help yourself to all the fabulous resources or drop by http://lornabarrow.com.
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