Improving
communication
Like anything, interpersonal communication can be improved through
practice. Use the following tips to improve your interpersonal
communication skills.
1.
Use feedback
Two-way communication allows
both sender and receiver to search for verbal
and
non-verbal cues (eyes, body movement etc) in order to establish
understanding.
2.
Use face to face communication
Accurate feedback is nearly
always achieved more efficiently through face to face
communication rather than over the telephone or through written
means.
3.
Be sensitive to the receiver’s situation
Individuals differ in their
values, needs, attitudes and expectations.
Empathising
with those differences will improve our understanding of others and
make it easier to communicate with them.
4.
Use direct simple language
The more accurately that words
and phrases are tailored to the receiver’s situation,
the more effective the communication will be.
Communication
openers How
often would you use these phrases?
1.
May I ask a question?
2.
Before we make a decision, let’s review the options
3.
I suggest we do not eliminate any options at this point
4.
Can we stop for a second and look at the way we’re approaching the problem?
5.
I’d like to go back a step and clear up something I don’t quite
understand
6.
I hope we don’t have a case of group think here
7.
I’ve been hearing about (x) recently. Do we have any information on
it?
8.
I don’t know much about that. How about you?
9.
Were you aware that …..?
10.
Maybe we should reconsider your approach
11.
This idea might sound a little strange, so let me explain the whole
thing first
12.
I have an idea I’d like to share sometime
13.
Would you tell me more about what you just said
14.
Let me ask for some ideas on how I can go ahead with this
15.
Here’s a half-baked idea. I don’t know how it will strike you but
I’ll share it with
you
16.
What other ways can we think of?
17.
If we followed your idea through, what difference would it make?
18.
I hadn’t thought of tackling it that way. I’d like to know more
about it
19.
What strengths in what we are doing does your idea tap into?
20.
What sorts of options might our competitors be thinking about?
Possessing
good interpersonal communication skills is one of the great
strengths
of an effective official
Listening
Active listening is more than
just hearing.
Attending
Builds
closeness
and trust
Sends signals without words
Consists of the following
behaviours:
S
face the other person squarely
O
adopt an open
posture
L
lean
slightly toward the other person
D
at a distance
apart of about 1 metre
E
keep good eye
contact
R
try to be relaxed
Understanding No
word(s) mean exactly the same thing to any two individuals.
Paraphrase
eg This
is what I understand you are saying
…
or I
think you mean
…
Note:
responses should take account of their feelings
i.e. don’t just repeat their words like a parrot. Beware
not to send your own message
Five
good listening tips
1.
Listen attentively
All gestures and facial
expressions should show acceptance and attention.
2.
Listen reflectively
Repeat what was said. The
official, by restating in ordinary speech what the competitor said,
is able to check that the content of the communication was
understood. It also enables the official to check the feeling of the
competitor’s message was correctly interpreted.
3.
Avoid emotional responses
Have you ever noticed how
listening stops when an exchange gets heated?
4.
Try bridging
A nod of the head, a throaty
noise without words or an occasional “yes” helps the listener to
know you’re tuned in.
5.
Don’t interrupt
Don’t interrupt means don’t
interrupt!
