Small-Medium Business Communication - A Checklist For Effective Listening and Speaking

Summary

Before reading my checklist remember that it applies to the workplace. It would be a delight if politicians and public figures followed my suggestions. Regrettably the prime interest of most of these people is point scoring. There's no place for that in effective face to face communication at work.

I'm not referring only to formal meetings and presentations. A casual chat, a 30 second phone call, a few words exchanged in a car park: these occasions require effective listening and speaking. You don't need formal structures, keyboards, cell phones or screens of any kind.

The Role of Technology

21st Century communication seems to be fast becoming a one way street. Text messaging, Twittering, blogging, Facebook and the like don't encourage much exchange of views. And lots of managers use emails this way too.

Endless exchanges of text messages or emails can be stopped with a phone call or a quick chat over a cup of coffee. There's a real danger that we'll become so obsessed with talking at each other that we'll lose the skills necessary to talk with each other.

An Effective Speaker

• Recognizes that talk is cheap and therefore has a good reason for speaking in the first place.
• Talks to achieve a goal and achieve a result. Talk for talk's sake may be enjoyable. It's not productive.
• Takes care to use words that don't threaten. Listeners who are threatened will say what they think will reduce the threat. They probably won't mean what they say.
• Respects listeners' feelings. Upset and anxious listeners are more concerned with their emotions than speakers' words.
• Accepts absolute responsibility for conveying his or her meaning to listeners in their terms: uses jargon as little as possible.
• Accepts listeners' misunderstanding as genuine. He or she never ridicules or belittles listeners who fail to understand.
• Welcomes, even encourages, feedback and questions. Feedback and clarification are essential for effective communication. Discouraging comments and questions is counterproductive.
• Treats listeners as equals. "Talking down" to listeners may make a speaker feel good. But it alienates listeners.
• Speaks clearly and distinctly. If you want to be heard, be clear.

An Effective Listener

• Concentrates entirely on what the speaker's saying. It's not only a question of courtesy. Listening is an active, not passive, art.
• Seeks the speaker's meaning. As a listener, be careful you're not over impressed by words. It's what they mean that matters.
• Recognizes that silence is most important. Shut up and show respect for the speaker whether in the car park or at the monthly meeting.
• Avoids actions or words that threaten speakers' self esteem. Speakers who believe that their listeners lack respect for them will be more concerned about that than what they're saying.
• Acknowledges that the speaker has something worthwhile to say. Interrupting, correcting, heckling or making dismissive comments are hallmarks of a poor listener.
• Accepts their responsibility for the clarity of their questions to the speaker. If your questions lack clarity don't blame the speaker if his or her answers are inadequate.
• Maintains composure. Getting upset with speakers won't help communication.
• Shows patience. Not all speakers are as articulate as listeners might expect. Good listeners help such speakers rather than dismiss them.

Conclusion

It's easy to lose sight of the fact that in the workplace it's essential that we talk to each other. It's how we gain acceptance, reach agreement, settle differences and mutually choose courses of action.

The skillful speaker and the attentive listener will always have an advantage over the technobabblers in the workplace.

About this Author

Leon Noone helps managers in small-medium business to improve on-job staff performance without training courses. Some say his ideas are too unconventional. Find out for yourself by reading his free Special Report "49 Practical Tips For Better People Management In Small-Medium Business". Simply visit go to http://managingemployeeperformance.com/ and download your free copy now.

Article Source: http://EzineArticles.com/?expert=Leon_Noone