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Communication Essentials at Work


Agenda
1. Verbal communication
2. Assertive communication
3. Email etiquette

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Verbal Communication

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Section agenda
 Understanding client communication
 Consulting characteristics
 Listening
 Empathic listening
 When and why do we not listen?
 Listening traps
 Best practices in client interactions
 When does communication fail and why?
 Speaking: The four MAT module
 Parameters to evaluate spoken skills
 Effective client interaction

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Understanding client communication
In order to deliver superior value while communicating, we should know the art of consulting. This
includes the following skills, though not necessarily in the order mentioned. They are:
Advice: It is not enough to be correct, the act of giving advice is crucially dependent on a
deep understanding of people and then adapting the advice, giving process to
individuals involved. It is based on understanding the client‟s perspective, finding the
right words, teaching the client, and giving exploring options.

Relationship: These are the same skills that we all use to develop deep relationships in
other parts of our lives (for example, being understanding, thoughtful, considerate,
sensitive to feelings and supportive). Relationship building requires us to find a common
and not a separate ground.

Trust: Trust is earned over time. Trust is a two way relationship and is both rational and
emotional. Trust is intrinsically about perceived risk. Trust is different for the client than it
is for the advisor. Trust is also personal.

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Consulting characteristics
The consulting characteristics are as follows:

 Technical expertise: The knowledge or skill of an expert within that technical field
 Business management skills: The act of getting people together to accomplish desired goals and
objectives using available resources efficiently and effectively
 Client management skills: Managing client expectations about project details, identifying project
requirements ensuring a positive working relationship

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Activity: Sometimes it is good to pay attention

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Listening
To listen well, is as powerful a means of influence as to talk well, and is
as essential to all true conversation: A Chinese proverb
 “Most of the successful people I've known are the ones who do more
listening than talking,” by Bernard M. Baruch

 “We have two ears and one mouth so that we can listen twice as
much as we speak”, by Anonymous

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Activity: I have two ears and one mouth

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Empathetic listening
Empathetic listening is listening to help others. When a friend listens to your feelings about your
divorce, or a mediator listens as you discuss your interests, empathetic listening is taking place.
 When we listen empathetically, we go beyond sympathy to seek a true understanding of how
others are feeling. This requires excellent discrimination and close attention to the nuances of
emotional signals. When we are being truly empathetic, we actually acknowledge what they are
feeling.
 In order to get others to expose themselves to us, we also need to demonstrate our empathy in
our demeanor towards them, listening sensitively and in a way that encourages self-disclosure.

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When and why do we not listen?
Some common reasons why we do not listen to our clients includes:

 We think we already know
 We are pretending to, but not listening

 We are busy listeners
 We miss the big idea

 We are just not prepared

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Listening traps
The features of listening traps are as follows:

 Giving a mixed message
 Wrong path

 Misunderstanding
 Overload

 Discomfort

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Best practices in client interactions
Below are some tips for communicating effectively with a client:

 Show interest
 Focus on the key issue

 Summarize and check
 Listen for the common thread

 Explore feelings openly

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When does communication fail and why?
Video: MIND your Language

Common barriers in communication:
 Polarization

 Lack of emotional connect
 Abstraction and the speech in itself

 Inappropriate use of expressions
 Language differences

 Differences in interpretation
 Inadequate knowledge and preparedness

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Speaking: The four MAT module

What else?

How?

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Why?

What?


Speaking: Parameters to evaluate spoken skills
Parameter

Explanation

Speed
Clarity

Was the message audible and free of distortion?

Pronunciation

The (correct) utterance of speech.

Familiarity

Your acquaintance with the words used.

Punctuation

The (correct) use of various kinds of pauses.

Fluency

Being able to express easily.

Expression

The act of transforming ideas into words.

Content

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The number of words spoken per minute.

The meaning or substance of speech.


Effective client interaction: A few tips
The tips are as follows:

 Understand their processes.
 Pre-empt issues in the future (if possible)

 Never refuse. Learn to offer
 Give-up front. Think emphatically and from a customer‟s point of view

 Be proactive and seek help
 Understand the „power ratio‟

 Make others feel important
 Be interested in their business and speak their language

 Remember to address them by their names

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2. Assertive Communication

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Section agenda
 Types of behavior
 So what do I gain by being assertive?
 Reaction techniques
 Factors in client interactions

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How do I convince you

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Types of behavior

The types of behavior are as follows:
 Aggressive behavior: Standing up for your rights and violating the
rights of other people. Expressing your own needs, wants and
opinions (honest or dishonest) inappropriately. Winning at all costs, if
necessary at the expense of others.
 Submissive behavior: Failing to stand up for your rights or doing
things in such a manner so that others can easily disregard or ignore
them. Pleasing others and avoiding conflicts at all costs, even if we
do not get what we want.

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Types of behavior (continued)

 Assertive behavior:
– Being honest with yourself and your clients
– Having the confidence in yourself
– Being positive
– Maintaining your own self respect and also respecting others

– Having the ability to say directly what you want or feel (but also
understanding client sensitivity)

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Types of behavior: So what do I gain by being assertive?

Below are some tips for communicating effectively with a client:
 An increased chance of your needs being met
 Greater confidence in yourself
 Greater confidence in others
 Increased responsibility for your own behavior
 Taking more initiatives
 A saving in energy
 Overall, it will result in you being more effective in
your job as a support practitioner

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Types of behavior: Conclusion

Win - Win

Win - Win

Assertive

Responsive

I care about yourself

I care about you

Aggressive
I care about myself, I
do not care about you

I Win – You Lose

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Submissive
I do not care about
myself, you are
more important

You Win – I Lose

Reaction techniques
The reaction techniques are as follows:
 Broken Record: Choose a phrase with which you will feel comfortable and, without getting
angry repeat the original assertive statement each time the person tries to divert you or
asks you to change your mind. Resist temptation to justify, answer, or get angry.

 Saying no: Just try saying „No‟ when you want to refuse a request. In client interactions,
however try to avoid this.
 Empathy: Many people feel unhappy while refusing a request in an assertive way, feeling
that it somehow means they are rejecting the person. Using empathy softens the „No‟.
 Workable compromise: If you find that the Broken Record technique has not worked, it is
useful to follow up with compromise. The main thing is to ensure that you maintain your
self respect and not that you get your own way done in whichever manner.

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Reaction techniques (continued)
The reaction techniques are as follows:
 Inviting criticism: It is all about inviting more criticism. It is almost like saying, „You and I
disagree on this, now tell me how do you want me to proceed?”. The advantage is that
without being rude you can tell the other party that there is no way you are going to
agree and hence, a compromise is required.
 Buying time: This is something that many people use. It is a good way to control
nervousness and say „I will get back after thinking about it‟. It is absolutely okay to not
give your opinions immediately. In this way, you will be able to think and then get back
with an appropriate answer.
 Usage of „In my opinion‟: It firmly denotes your perspective about an issue. This is
important for people to understand what you feel. So instead of saying an immediate
„No‟, you can comfortably say „In my opinion, this could be like this‟ and so on.

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Handling tough situations
Activity: When the going gets tough

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Factors in client interactions
The factors are as follows:

 Scheduling


Communication breakdowns



Priorities



Cost and financial objectives



Pressure



Differing expectations



Personality conflicts



Personal problems



Administrative procedures



Inadequate interpersonal skills

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3. Email Etiquette

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Section agenda
 Questions to ask
 Do's and Don'ts
 Factors for effective written communication
 Cardinal rules
 Responding to an email
 Forwarding an email
 While writing an email remember
 Ten commandments of writing emails
 Efficient email communication

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Let us connect

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Questions to ask
Below are the questions you need to ask before communicating through email:

 How do I begin?
 What is my purpose?

 How do I make my point clear?
 How do I create a logical flow?

 How do I say what I mean?
 How do I avoid grammatical errors?

 How can I make my message brief?
 How can I create a visual effect?

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Remember
Below are the points to consider in written communication:

 Dos
– It should be concise and to the point
– The language used should not be overly informal
– Essence of your message

 Do not’s
Below are the points that should be avoided in written communication:
– Wrong subject or confusing subject
– Over use of the word YOU

– Flaming
– Overtly friendly and SHORT WORDS

– Too many (discussion) points
– Decorative font style or crowded style
– Incomplete or inconclusive sentences

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Factors for effective written communication

Factor

Explanation

Completeness

Correctness

Information should be relevant and precise

Credibility

There should be sound support for the argument

Clarity

The message should not be vague, confusing, and ambiguous

Conciseness

The message should be to the point

Consideration

One should anticipate the reader‟s reaction

Vitality

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All information needed is provided

One should use active voice rather than passive voice


Cardinal rules

 Consider those who need to know about
the subject or those who need to take
some action
 Justify each person in the email list, as to
why they need to be included

 Exclude anyone who does not need to
have the information you will be sharing

 Keep lines or white space in between
spaces
 Use short paragraphs and bulleted points

 Use closed-ended questions
 Use it to save time

 What are your requested actions items?

 Be specific and clear

 Who are you asking to do these?

 Do not include a lot of details or lead-ins

 Be clear and specific

 Lead with the most critical point

 Make it fast and easy

 Keep it positive

 Thank your recipients
 Include your contact information

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Responding to an email
Below are parameters that need to be considered wile responding to an email:

 Answer quickly
 Be clear and specific

 Pare down recipients
 Answer questions to pre-empt future ones

 Clearly state any questions you have, how you will follow-up or action items and your timeline
 Do not reply unless you have to (Do not reply with thanks, OK, or see you there)

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Forwarding an email
Below are parameters that need to be considered when forwarding an email:

 Abbreviate forwarded emails, if possible
 Do not forward anything unnecessary, sensitive or inappropriate

 Refer to what is in the prior email (You can mention, „See below…‟)
 Change the subject if needed or create a new email

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While writing an email remember:
Reduce large portions of text (use bullets, paragraphs or just shorten what you are saying)

 Keep it brief
 Take notes, reorganize, and then write the email

 Do not use abbreviations, jargon, big words, acronyms, slang, emoticons, or unclear words
 Check the use of commas to separate elements in a series and to separate ideas, or clauses

 Check the punctuation in abbreviations (for example: e.g., i.e., etc., and so on)
 Do not use multiple punctuation marks (for example: !!!, ..., ???)

 Check the punctuation of lists and tables
 Check the usage of hyphens and dashes

 Use active voice
 Do not switch tenses very often

 Proofread for accuracy

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Ten commandments of writing emails
The ten commandments of writing emails are:

 Know what you want to say before you say it
 Keep it simple

 Use bullet points
 WIIFM (What Is In It For Me?)

 Do not get bogged down
 Call to action

 Edit
 Spell check

 Take five (minutes) before hitting „send‟
 Follow up

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Activity: My writing style

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Efficient email communication
The steps involved in efficient email communication are:

 Utilize full potential of written communication
 Use frequent emails as per your requirement

 What you write will ultimately define you as a professional to your colleagues, superiors, and
clients
 Match the appropriate communication method to the recipient
 Eliminating excessive or unnecessary communication will improve your workflow
 Mastering these skills will improve your ability to interact better with the end clients

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