Workplace Communication 201: It’s what you say AND how you say it

Effective communication in the workplace requires thought, planning, and a healthy dose of smart people. Whether you’re handing in a questionable performance review, addressing a colleague, or asking your boss for a much-deserved promotion, you can improve your chances of being heard by using the following strategies and techniques:

• Get ready, get ready, get ready. If you have a specific message to deliver, practice what you will say and how you will say it. Consider the recipient’s response. How will the conversation flow? Consider as many possible scenarios as is reasonable. Be prepared to handle whatever comes your way.
• Find an appropriate place to talk. If the conversation is private in nature, don’t bring it up in front of others. Plan ahead to ensure a suitable environment is available.
• Listen before you speak. Many times, the most effective way to get your point across is to let the other person speak first. You can make things work by asking for their opinion or perspective on the situation. So sit back and listen. What better way to understand how the other person is feeling and what she’s thinking…and then frame her message accordingly?
• Empathize. Try to see things from the other person’s point of view. You can and should work on this before you even start the conversation.
• Start with something positive. If you start the conversation on a genuinely positive note, it will help put your listener at ease. You’ll be less defensive and better able to hear what’s coming up.
• Use appropriate language. Don’t speak ill of people by simplifying the language too much. Likewise, don’t try to surprise the other person with your working knowledge of obscure words or unnecessarily technical terminology.
• Be nice. Be aware of her tone of voice. You can deliver even the most negative feedback without figuratively hitting the recipient.
• Be clear. The other party shouldn’t have to work to figure out what you’re trying to say.
• Be concise. Get to the point, then move on. Most people have a ton of other jobs to attend to and are itching to get back on their ‘to do’ lists. Don’t waste your time or yours beating around the bush.
• Be direct. Communication should not be a game of ’20 questions’. Say what you mean. Chances are the other person will appreciate your direct approach.

In the words of Lee Iacocca, “You can have brilliant ideas, but if you can’t get them across, they won’t get you anywhere.” Be strategic in your communication. Get your ideas out there. To be heard.

copyright 2006, Bywater Consulting Group, LLC, Liz Bywater, PhD. All rights reserved.