Effective Communication

  Effective Communication

What is special about effective communication?

Effective communication is communication that works. This happens when people clearly

understand each other.

Active listening

We have all had our mind wander when someone is talking to us. We hear them

speaking but we are not really listening to them. If you are a good listener, you are actively

involved. To improve your listening skills, keep the following things in mind.

• Give the person silence. It allows them to think and express things in their own

time and their own way.

• Don’t interrupt.

• Don’t make judgments. Focus on understanding, instead of who is right or wrong.

• Reflect the person’s feelings. This shows the person that you think their feelings

are important. Use language to help you understand, like: “You seem upset.”

Don’t say, “I know exactly how you feel.” This statement is always false.

• Paraphrase. This means trying to repeat what the person has said but using

different words. This gives the person a chance to correct any misunderstanding.

Use language like: “Let me see if I’ve got this right.” or “What I think you’re

saying is …”

Way of speaking

How you say something is much more important than the actual words. In fact, most studies

say that words are only responsible for between 5% and 10% of what you communicate! The

tone, volume, and speed at which you deliver your words are very important for getting your

message across to others.

• Use a respectful, encouraging tone of voice.

• Speak with expression, rather than one tone. No one likes communicating with a

robot.

• Speak loudly enough for people to clearly hear you.

• Don’t yell unless you’re trying to warn people of immediate danger.

• Adjust your rate of speech to fit the situation. For example, it may be helpful to talk

more slowly when speaking with someone who doesn’t speak English well.

• Try to use plain language that is used in everyday conversation so most people can

understand you. For example, don’t say to someone that they tripped the intrusion contact

sensors on the perimeter access control and monitoring system. It would be more helpful to

tell the person that they set off an alarm by opening a door.

Body language

Most of your message is communicated through your body language. Body language

is everything but the words you say. Body language includes: posture, hand positions,

eye contact, the way that you stand, gestures such as head or hand movements, and

facial expressions such as smiling or frowning.

 Here are some tips for using body language to show you are open to communication.

• Start a conversation with a smile. Make sure your facial expression doesn’t disagree

with your words. This can be confusing.

• Keep a comfortable distance between you and the other person. It shows that you

respect the person’s personal space. This is also important for your safety and it

gives you a chance to get away.

• Stand in a supportive way. Stand at an angle, a leg length away from the other

person. Keep an open body position – don’t fold your arms across your chest or put

your hands in your pockets. This could make the situation worse.

• Keep eye contact at the level that the other person is comfortable with. Remember,

many cultures do not value direct, continuous eye contact.

• Keep focused on the person. Don’t keep looking past the person, at your watch, etc. It

will send the message that you are not really interested.

• Avoid distracting movements or gestures, like tapping your pen or drumming your

fingers.

• Be aware of the other person’s body language. It can help you to understand how they

feel. However, don’t make quick judgements based on one thing. For example, just

because someone avoids eye contact, it doesn’t mean they

are lying.            Thank You