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First impressions are formed in the first 2-4 minutes of a communication exchange (face-to-face, on the phone, even in writing). It is important to make the most of the opportunity. When we communicate at work, we must think about
- how we look (the visual channel)
- how we sound (the vocal channel)
- the words we use (the verbal channel)
75% of our communication time is spent speaking or listening. Yet we didn’t get much (if any) training at school in communicating confidently in either our first or second languages. You need some tools to help you improve your overall job-performance by becoming a better communicator.
You should think about:-
- how you can improve your speaking and listening skills
- how to practise these skills
- learning techniques that you can use back in the workplace
- how to become a better communicator, and this will help you do your job better and add value to your organisation
Remember, we are always communicating something, even if we think we are doing nothing!
If you are speaking (the sender):
- First get the message clear in your own mind
- Choose the best channel/way to deliver this message
- Take account of ‘filters’ (e.g. due to age, culture etc)
- Minimise effects of ‘noise’
- Use the environment to help communication (choose a suitable time and location – suitable for your listener)
- Get feedback (was your intended message received?)
If you are listening (the receiver):
- Give the speaker your full attention
- Listen!
- Take account of ‘filters’ (e.g. due to age, culture etc)
- Evaluate, interpret and understand the message
- Give feedback (3V’s) to show that you do or don’t understand the message
- Ask for clarification if you don’t fully understand
Imagine a spider’s web with you at the centre. Mark the people you communicate with every day on the web, the nearer to you means they are easy to communicate with. The further away, they are the more difficult they are to communicate with. Be aware of your communication web. Analyse and improve your level of success in your communication web on an ongoing basis. Be a good message taker. Receive, record and send messages in an accurate, brief and clear way
Remember to use the visual and vocal channels to communicate effectively – and note that on the phone the voice can contribute 70-90% of the meaning of the message! Minimize potential communication barriers and plan your communication to maximise success. Communication is an exchange. It takes two to communicate!
How you appear to others can form 55% of the message in face-to-face communication.
In most business situations try and appear:
- self-assured
- positive
- enthusiastic
- friendly
- and on the phone, especially, put a smile in your voice
Make the most of yourself and the visual channel. Make eye contact with your listener(s). This helps make you look confident and honest.
- Facial expression (use it!)
- Posture (walk tall!)
- Use your hands to gesture (describe, emphasize, count, show attitude)
- Dress (for the job you want)
- Environment (control it, manage it)
Guy Perring is Director, Professional Development Unit (PDU), at the British Council Malaysia. The PDU offers a wide range of learning opportunities from management and communication skills training to developing English skills. Visit our website at www.britishcouncil.org.my or email guy.perring@britishcouncil.org.my.
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