10-1 - COMMUNICATING EFFECTIVELY

Communication is at the heart of every organization, and consequently poor communication can hinder any organization it can slow productivity, cost money, and cause disagreements. There are many aspects to communication but the five key points I feel are important are.

1. Be clear
2. Get to the point
3. Listen and be personal
4. Assume positive intent
5. Get feedback and ensure every one is an understanding before the conversation is over

Be clear

Any conversation is useless if you don't know what the other person is trying to get too. I think any conversation should begin by clearly identifying what is to be accomplished by the conversation, for example are you trying to find out why a project was late or why or simply looking for suggestions on upcoming project. If the intent of the conversation is clear than that will eliminate some confusion right from the start, I believe that if you skirt around the intent than you may get the other parties involved to become defencive and question your motives.

Get to the point

We have all got those e-mails that are a page long and most of us lose interest after the first paragraph, so get to the point. This is along the same lines as be clear, tell me you need the files for the smith account don't tell me what will happen if you don't receive them, or how busy you are, most of us are busy this is why you should have respect for other peoples time don't catch someone in the hallway and ramble on and on too then say what you need to say and move on.

Listen and be personal

Just because your time is valuable does not mean you should be abrupt, a smile can go along way or perhaps start the conversation with a greeting "how's it going today Phil". Listening to what the person is saying and not having the body language as if you are ready to bolt will lead to a more effective conversation and less misunderstanding.

Assume positive intent

This is a big one in the day of e-mail, not all of us, myself included are able to type into words exactly what we are trying to say and some times may come off as rude or angry when that was not the intent at all. Assuming positive intent (until proven otherwise) will eliminate unnecessary tension between co-workers or a customer. Give people the benefit of the doubt before you condemn them.

Get feedback and ensure every one is an understanding before the conversation is over

This is in my opinion the only way to finish a conversation, getting feedback from the other parties involved will ensure your message was received and the proper course of action will follow. If there is any confusion as to what was trying to be accomplished by the conversation this is the last chance to correct it. Knowing every one is in an understanding will also allow there tho be some accountability placed on individuals, groups, or even suppliers who do not deliver.