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Effective Communication for All Employees © BLR®—Business & Legal Resources 1501 Session Objectives You will be able to: • Understand the benefits of effective workplace communication • Recognize obstacles to effective communication • Enhance your communication skills • Communicate more effectively on the job © BLR®—Business & Legal Resources 1501 Session Outline • Benefits of effective communication • Why communication breaks down • Basic techniques for effective communication • Positive ways to communicate criticism and bad news • How to participate more effectively in meetings © BLR®—Business & Legal Resources 1501 Benefits of Effective Communication • Better access to information • Enhanced teamwork • Assured accountability • More consistency © BLR®—Business & Legal Resources 1501 Benefits of Effective Communication (cont.) • Better quality • Improved productivity • Greater safety • Increased customer satisfaction © BLR®—Business & Legal Resources 1501 What Is Effective Communication? • Interactive • Informative • Positive • Productive © BLR®—Business & Legal Resources 1501 Why Communication Breaks Down • Too many links in the chain • Too many messages • Lack of clarity © BLR®—Business & Legal Resources 1501 Why Communication Breaks Down (cont.) • Undefined expectations • Inadequate listening • Failure to target audience © BLR®—Business & Legal Resources 1501 Facts About Communication • Do you understand what we’ve discussed? © BLR®—Business & Legal Resources 1501 Get Your Message Across • Think about what you want to say • Organize your thoughts into a logical sequence • Consider your expectations • Keep it simple © BLR®—Business & Legal Resources 1501 Get Your Message Across (cont.) • Be precise • Be concise • Demonstrate when appropriate • Repeat your message © BLR®—Business & Legal Resources 1501 Consider Your Delivery And Timing • Communicate directly to people whenever possible • Watch your tone of voice • Use written communications effectively © BLR®—Business & Legal Resources 1501 Consider Your Delivery And Timing (cont.) • Time communications so they are delivered: • When you have the person’s attention • When the person is most receptive • When you are prepared to answer questions © BLR®—Business & Legal Resources 1501 Target Your Audience • Whom are you addressing? • What’s important to them? • What are their concerns and responsibilities? • What’s their stake in this communication? • Are there any special issues? © BLR®—Business & Legal Resources 1501 Establish Credibility • Speak from experience • Back up your statements with compelling evidence • Speak with people, not to them © BLR®—Business & Legal Resources 1501 Listen Actively • Focus on the speaker • Keep an open mind • Tolerate silence • Ask questions • Repeat the speaker’s thoughts • Listen for facts and key words © BLR®—Business & Legal Resources 1501 Understand the Power of Nonverbal Communication • Body language gives important clues about the unspoken meaning of a message • Be aware of your own body language © BLR®—Business & Legal Resources 1501 Power of Nonverbal Communication (cont.) • Beware of certain signals • Interpret other people’s body language © BLR®—Business & Legal Resources 1501 Basic Techniques of Effective Communication • Do you understand what we’ve discussed? © BLR®—Business & Legal Resources 1501 The Art of Criticism • Do it in private • Begin with a positive statement • Criticize the work, not the worker • Explain what needs to change, and how • Be clear about your expectations • End on a positive note © BLR®—Business & Legal Resources 1501 Communicating Bad News • Be straightforward • Act promptly • Take a personal approach • Give a reason • Put the news in perspective © BLR®—Business & Legal Resources 1501 Overcoming Resistance • Anticipate resistance • Respect different views • Incorporate opposing arguments • Point out problems • Restate your position • Agree to differ © BLR®—Business & Legal Resources 1501 Participating Effectively In Meetings • Be on time • Come prepared • Listen carefully to others • Take notes © BLR®—Business & Legal Resources 1501 Participating Effectively In Meetings (cont.) • Speak briefly and to the point • Stick to the agenda • Criticize constructively • Make a note of follow-up responsibilities © BLR®—Business & Legal Resources 1501 Key Points to Remember • Effective communication is the foundation of positive working relationships • Successful communication requires you to think about your message, delivery, timing, and audience • Good communication is interactive—you speak and you listen © BLR®—Business & Legal Resources 1501