Communication Essentials at Work Communication Essentials at Work
Agenda
1. Verbal communication
2. Assertive communication
3. Email etiquette
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Verbal Communication
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Section agenda
Understanding client communication
Consulting characteristics
Listening
Empathic listening
When and why do we not listen?
Listening traps
Best practices in client interactions
When does communication fail and why?
Speaking: The four MAT module
Parameters to evaluate spoken skills
Effective client interaction
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Understanding client communication
In order to deliver superior value while communicating, we should know the art of consulting. This
includes the following skills, though not necessarily in the order mentioned. They are:
Advice: It is not enough to be correct, the act of giving advice is crucially dependent on a deep understanding of people and then adapting the advice, giving process to individuals involved. It is based on understanding the client‟s perspective, finding the right words, teaching the client, and giving exploring options.
Relationship: These are the same skills that we all use to develop deep relationships in other parts of our lives (for example, being understanding, thoughtful, considerate, sensitive to feelings and supportive). Relationship building requires us to find a common and not a separate ground.
Trust: Trust is earned over time. Trust is a two way relationship and is both rational and emotional. Trust is intrinsically about perceived risk. Trust is different for the client than it is for the advisor. Trust is also personal.
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Consulting characteristics
The consulting characteristics are as follows:
Technical expertise: The knowledge or skill of an expert within that technical field
Business management skills: The act of getting people together to accomplish desired goals and
objectives using available resources efficiently and effectively
Client management skills: Managing client expectations about project details, identifying project
requirements ensuring a positive working relationship
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Activity: Sometimes it is good to pay attention
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Listening
To listen well, is as powerful a means of influence as to talk well, and is
as essential to all true conversation: A Chinese proverb
“Most of the successful people I've known are the ones who do more
listening than talking,” by Bernard M. Baruch
“We have two ears and one mouth so that we can listen twice as
much as we speak”, by Anonymous
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Activity: I have two ears and one mouth
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Empathetic listening
Empathetic listening is listening to help others. When a friend listens to your feelings about your
divorce, or a mediator listens as you discuss your interests, empathetic listening is taking place.
When we listen empathetically, we go beyond sympathy to seek a true understanding of how
others are feeling. This requires excellent discrimination and close attention to the nuances of
emotional signals. When we are being truly empathetic, we actually acknowledge what they are
feeling.
In order to get others to expose themselves to us, we also need to demonstrate our empathy in
our demeanor towards them, listening sensitively and in a way that encourages self-disclosure.
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When and why do we not listen?
Some common reasons why we do not listen to our clients includes:
We think we already know
We are pretending to, but not listening
We are busy listeners
We miss the big idea
We are just not prepared
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Listening traps
The features of listening traps are as follows:
Giving a mixed message
Wrong path
Misunderstanding
Overload
Discomfort
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Best practices in client interactions
Below are some tips for communicating effectively with a client:
Show interest
Focus on the key issue
Summarize and check
Listen for the common thread
Explore feelings openly
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When does communication fail and why?
Video: MIND your Language
Common barriers in communication:
Polarization
Lack of emotional connect
Abstraction and the speech in itself
Inappropriate use of expressions
Language differences
Differences in interpretation
Inadequate knowledge and preparedness
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Speaking: The four MAT module
What else? Why?
How? What?
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Speaking: Parameters to evaluate spoken skills
Parameter Explanation
Speed The number of words spoken per minute.
Clarity Was the message audible and free of distortion?
Pronunciation The (correct) utterance of speech.
Familiarity Your acquaintance with the words used.
Punctuation The (correct) use of various kinds of pauses.
Fluency Being able to express easily.
Expression The act of transforming ideas into words.
Content The meaning or substance of speech.
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Effective client interaction: A few tips
The tips are as follows:
Understand their processes.
Pre-empt issues in the future (if possible)
Never refuse. Learn to offer
Give-up front. Think emphatically and from a customer‟s point of view
Be proactive and seek help
Understand the „power ratio‟
Make others feel important
Be interested in their business and speak their language
Remember to address them by their names
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2. Assertive Communication
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Section agenda
Types of behavior
So what do I gain by being assertive?
Reaction techniques
Factors in client interactions
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How do I convince you
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Types of behavior
The types of behavior are as follows:
Aggressive behavior: Standing up for your rights and violating the
rights of other people. Expressing your own needs, wants and
opinions (honest or dishonest) inappropriately. Winning at all costs, if
necessary at the expense of others.
Submissive behavior: Failing to stand up for your rights or doing
things in such a manner so that others can easily disregard or ignore
them. Pleasing others and avoiding conflicts at all costs, even if we
do not get what we want.
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Types of behavior (continued)
Assertive behavior:
– Being honest with yourself and your clients
– Having the confidence in yourself
– Being positive
– Maintaining your own self respect and also respecting others
– Having the ability to say directly what you want or feel (but also
understanding client sensitivity)
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Types of behavior: So what do I gain by being assertive?
Below are some tips for communicating effectively with a client:
An increased chance of your needs being met
Greater confidence in yourself
Greater confidence in others
Increased responsibility for your own behavior
Taking more initiatives
A saving in energy
Overall, it will result in you being more effective in
your job as a support practitioner
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Types of behavior: Conclusion
Win - Win Win - Win
You Win – I Lose I Win – You Lose
Assertive
I care about yourself
Responsive
I care about you
Submissive
I do not care about myself, you are more important
Aggressive
I care about myself, I do not care about you
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Reaction techniques
The reaction techniques are as follows:
Broken Record: Choose a phrase with which you will feel comfortable and, without getting
angry repeat the original assertive statement each time the person tries to divert you or
asks you to change your mind. Resist temptation to justify, answer, or get angry.
Saying no: Just try saying „No‟ when you want to refuse a request. In client interactions,
however try to avoid this.
Empathy: Many people feel unhappy while refusing a request in an assertive way, feeling
that it somehow means they are rejecting the person. Using empathy softens the „No‟.
Workable compromise: If you find that the Broken Record technique has not worked, it is
useful to follow up with compromise. The main thing is to ensure that you maintain your
self respect and not that you get your own way done in whichever manner.
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Reaction techniques (continued)
The reaction techniques are as follows:
Inviting criticism: It is all about inviting more criticism. It is almost like saying, „You and I
disagree on this, now tell me how do you want me to proceed?”. The advantage is that
without being rude you can tell the other party that there is no way you are going to
agree and hence, a compromise is required.
Buying time: This is something that many people use. It is a good way to control
nervousness and say „I will get back after thinking about it‟. It is absolutely okay to not
give your opinions immediately. In this way, you will be able to think and then get back
with an appropriate answer.
Usage of „In my opinion‟: It firmly denotes your perspective about an issue. This is
important for people to understand what you feel. So instead of saying an immediate
„No‟, you can comfortably say „In my opinion, this could be like this‟ and so on.
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Handling tough situations
Activity: When the going gets tough
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Factors in client interactions
The factors are as follows:
Scheduling
Communication breakdowns
Priorities
Cost and financial objectives
Pressure
Differing expectations
Personality conflicts
Personal problems
Administrative procedures
Inadequate interpersonal skills
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3. Email Etiquette
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Section agenda
Questions to ask
Do's and Don'ts
Factors for effective written communication
Cardinal rules
Responding to an email
Forwarding an email
While writing an email remember
Ten commandments of writing emails
Efficient email communication
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Let us connect
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Questions to ask
Below are the questions you need to ask before communicating through email:
How do I begin?
What is my purpose?
How do I make my point clear?
How do I create a logical flow?
How do I say what I mean?
How do I avoid grammatical errors?
How can I make my message brief?
How can I create a visual effect?
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Remember
Below are the points to consider in written communication:
Dos
– It should be concise and to the point
– The language used should not be overly informal
– Essence of your message
Do not’s
Below are the points that should be avoided in written communication:
– Wrong subject or confusing subject
– Over use of the word YOU
– Flaming
– Overtly friendly and SHORT WORDS
– Too many (discussion) points
– Decorative font style or crowded style
– Incomplete or inconclusive sentences
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Factors for effective written communication
Factor Explanation
Information should be relevant and precise
One should anticipate the reader‟s reaction Consideration
Correctness
Credibility
Vitality
Clarity
Conciseness
There should be sound support for the argument
The message should not be vague, confusing, and ambiguous
The message should be to the point
One should use active voice rather than passive voice
All information needed is provided Completeness
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Cardinal rules
Consider those who need to know about
the subject or those who need to take
some action
Justify each person in the email list, as to
why they need to be included
Exclude anyone who does not need to
have the information you will be sharing
Be specific and clear
Do not include a lot of details or lead-ins
Lead with the most critical point
Keep it positive
Keep lines or white space in between
spaces
Use short paragraphs and bulleted points
Use closed-ended questions
Use it to save time
What are your requested actions items?
Who are you asking to do these?
Be clear and specific
Make it fast and easy
Thank your recipients
Include your contact information
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Responding to an email
Below are parameters that need to be considered wile responding to an email:
Answer quickly
Be clear and specific
Pare down recipients
Answer questions to pre-empt future ones
Clearly state any questions you have, how you will follow-up or action items and your timeline
Do not reply unless you have to (Do not reply with thanks, OK, or see you there)
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Forwarding an email
Below are parameters that need to be considered when forwarding an email:
Abbreviate forwarded emails, if possible
Do not forward anything unnecessary, sensitive or inappropriate
Refer to what is in the prior email (You can mention, „See below…‟)
Change the subject if needed or create a new email
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While writing an email remember:
Reduce large portions of text (use bullets, paragraphs or just shorten what you are saying)
Keep it brief
Take notes, reorganize, and then write the email
Do not use abbreviations, jargon, big words, acronyms, slang, emoticons, or unclear words
Check the use of commas to separate elements in a series and to separate ideas, or clauses
Check the punctuation in abbreviations (for example: e.g., i.e., etc., and so on)
Do not use multiple punctuation marks (for example: !!!, ..., ???)
Check the punctuation of lists and tables
Check the usage of hyphens and dashes
Use active voice
Do not switch tenses very often
Proofread for accuracy
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Ten commandments of writing emails
The ten commandments of writing emails are:
Know what you want to say before you say it
Keep it simple
Use bullet points
WIIFM (What Is In It For Me?)
Do not get bogged down
Call to action
Edit
Spell check
Take five (minutes) before hitting „send‟
Follow up
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Activity: My writing style
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Efficient email communication
The steps involved in efficient email communication are:
Utilize full potential of written communication
Use frequent emails as per your requirement
What you write will ultimately define you as a professional to your colleagues, superiors, and
clients
Match the appropriate communication method to the recipient
Eliminating excessive or unnecessary communication will improve your workflow
Mastering these skills will improve your ability to interact better with the end clients
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