Day in and day out, whether at work or running our own business, we have to interact with people. We may talk face-to-face, by phone or Skype, by email, or on popular virtual gathering places like Twitter, LinkedIn, and Facebook. Never before have we had so many ways we can connect to people, and never has it been so critical to make your presence strong and consistent no matter the platform.
Did you know every relationship begins with you? Every person you deal with will present you with different interpersonal challenges but how you handle them and communicate is up to you. Much has been written about how we can influence our work relationships but for now, let's look at a quick review of best practices in people skills.:
• Hear with an active ear. This is an essential skill for workplace communications. Our jobs are demanding, we have a lot to get through in a day and a lot of people to talk with. If we short-change our interactions results can include mixed messages, incomplete information and impaired productivity. When you have to interact with someone, be it the mail clerk or someone on your leadership team, you need to engage in active listening and really 'hear' what they're saying, rather than jumping the gun to give your response. If you think about it, there really is a difference between 'listening' and 'hearing'.
• Speak clearly and be concise. There is nothing worse than someone taking 25 minutes to explain a sales concept or give a debriefing on the next in-house professional development initiative when it could have easily been communicated in less than 10. Everyone is busy and you have to respect their time.
• Be approachable. If you constantly keep yourself at arm's length from your employees or colleagues, you're sending a message that you're difficult to approach. All that does is cast out negativity which, in turn, is counter-productive. Let people know they can come to you with problems and that you'll do your best to be objective and help them find a solution quickly and efficiently.
• Foster team spirit. People resonate with workplace camaraderie. They like to know they're being supported in their jobs. It helps them stay motivated and engaged. Do everything you can to instill this in those around you. A happier workforce is a very productive one.
At the end of the day, relationships are at the core of any business. People within your company are essential to your success, and the people coming to you for service and solutions are counting on the fact that your company stands behind what it says it can do. By taking stock of your people skills and working to improve them as necessary, you can ensure it's a win-win for all.
Senin, 25 September 2017
Selasa, 12 September 2017
Workplace Communication - 7 Steps to Turn Resistance Into Cooperation and Gain Respect
Employee resistance to change in the workplace is nothing new. Leaders and managers accept the pushback that comes when rolling out new procedures, changes in operations, shifts in hours, status, or even the loss of a prime parking space. How you deal with resistance makes the difference between gaining cooperation and respect and being viewed as an uninvolved, autocratic administrator.
Whether the resistance comes from a single dissenter or an entire department, use the following 7 steps to gain cooperation and respect:
Step1. Clearly state what you want, when you want it and how it will affect individual jobs. Use a firm but neutral or positive tone of voice. Refrain from conveying disappointment, anger or defeat. Your particular situation or location will dictate the appropriate vocal expression.
Step2. Decide beforehand how much time you will allot to objections, groaning and griping. Inform the person or team you are addressing about the time limit. Let them vent.
Step 3. Listen to understand concerns. What underlying emotions are behind the complaints? What are the real fears behind the protests? Often the real fears will not be voiced in the initial session and until further questioning your understanding may be based on false assumptions.
Step 4. Check your perceptions by reflecting back your understanding of the concerns. Do not allow another round of protests, rather simply check for confirmation.
Step 5. If appropriate, ask for suggestions. Not every circumstance will allow for this but to the degree that employees feel engaged in the process the quicker the cooperation. Once again, do not allow suggestions to go on forever and keep the conversation on suggestions only-not grousing. Be involved. Listen and list possibilities without judging. Put it all down. Be open to viable proposals.
Step 6. Suggest a review or an opportunity to revisit the impact of the change after a test run or implementation. This is a good practice to put into place whenever a new procedure or shift has taken place, regardless of the initial response. Small changes made at this re-visit may prevent a complete breakdown if left unchecked. This is also an excellent opportunity to increase face-time, engage employees and learn something new.
Step 7. If these steps fail, explain the costs of noncooperation. Change is what makes an organization stay competitive, robust and profitable. Dissenters may be in the wrong position or job so act accordingly.
Cooperation comes when people know and feel they are part of something bigger. Employees understand that changes occur but welcome the opportunity to influence the outcome and success. However, just because you communicate openly and involve employees by asking for suggestions, does not mean they make the final decision. Be a leader-listen, learn and then implement.
Whether the resistance comes from a single dissenter or an entire department, use the following 7 steps to gain cooperation and respect:
Step1. Clearly state what you want, when you want it and how it will affect individual jobs. Use a firm but neutral or positive tone of voice. Refrain from conveying disappointment, anger or defeat. Your particular situation or location will dictate the appropriate vocal expression.
Step2. Decide beforehand how much time you will allot to objections, groaning and griping. Inform the person or team you are addressing about the time limit. Let them vent.
Step 3. Listen to understand concerns. What underlying emotions are behind the complaints? What are the real fears behind the protests? Often the real fears will not be voiced in the initial session and until further questioning your understanding may be based on false assumptions.
Step 4. Check your perceptions by reflecting back your understanding of the concerns. Do not allow another round of protests, rather simply check for confirmation.
Step 5. If appropriate, ask for suggestions. Not every circumstance will allow for this but to the degree that employees feel engaged in the process the quicker the cooperation. Once again, do not allow suggestions to go on forever and keep the conversation on suggestions only-not grousing. Be involved. Listen and list possibilities without judging. Put it all down. Be open to viable proposals.
Step 6. Suggest a review or an opportunity to revisit the impact of the change after a test run or implementation. This is a good practice to put into place whenever a new procedure or shift has taken place, regardless of the initial response. Small changes made at this re-visit may prevent a complete breakdown if left unchecked. This is also an excellent opportunity to increase face-time, engage employees and learn something new.
Step 7. If these steps fail, explain the costs of noncooperation. Change is what makes an organization stay competitive, robust and profitable. Dissenters may be in the wrong position or job so act accordingly.
Cooperation comes when people know and feel they are part of something bigger. Employees understand that changes occur but welcome the opportunity to influence the outcome and success. However, just because you communicate openly and involve employees by asking for suggestions, does not mean they make the final decision. Be a leader-listen, learn and then implement.
Senin, 21 Agustus 2017
What's Your Communication Quotient? Workplace Communication - Your Key to Success!
Forget GQ! These days it's your CQ that matters...your Communication
Quotient. Degrees and awards are fine, your bilingualism and knowledge of the
latest programming languages are nice, but how good a communicator are you? In
English? With co-workers and customers?
Every job description emphasizes it: must have excellent communication skills.
In performance reviews many get marked down for it. And as entrepreneurs who
wear many hats, speaking with many voices is also a requisite skill. So how is
your communication quotient?
Communication takes many forms. Think for a moment about a typical workday. You
must communicate with customers, clients, co-workers (both superiors and
subordinates), vendors, and even city, state and federal bureaucrats. Perhaps
you even have interns or volunteers to communicate with. On occasion you're also
speaking with the media, members of your association or even competitors. How
well are you communicating with each?
Each form of communication draws on different skills, each requires different
approaches and sometimes even a different lexicon. The checklist below has
broken out many of these types of communication into categories. Place a plus,
minus or equal sign next to each line to rate whether you see yourself as
already strong (+), average (=) or weak (-) in each area.
Can You Interact Successfully with Strangers?
- Make Small Talk?
- Ask them About Themselves?
- Tell Them About Yourself?
- Introduce Two Strangers to Each Other
- Discuss Current Events with Confidence
Networking and the ability to work a room are invaluable skills for a small
business owner. Knowing how to introduce yourself to others through your
elevator speech can also open many doors of opportunity. As you meet strangers
are you exuding confidence? (To read more about elevator speeches:
expressionsofexcellence.com/articles.html#elevatorspeech.)
Being able to mingle and mix, compliment strangers and inquire of their line of
work is an effective way to expand your sphere of influence and prospect for new
business. You can even qualify prospects deftly while schmoozing.
How Effective Are Your Communication Skills?
- Can You Give A Prepared Speech?
- Can You Speak Extemporaneously?
- Can You Make A Sales Presentation?
- Can You Interview Someone Else? Be Interviewed?
Some basic communication tenets to keep in mind in public speaking situations:
1. Speak clearly and audibly at all times.
2. Don't rush your presentation. Pare its content down if you have too much to
cover in the time given.
3. Enunciate effectively. For many, English is a second language. Focus on the
consonants of each word.
4. Employ vocal variety to keep people paying attention. Avoid sing-songy
patterns of speech.
5. Learn all about interview dynamics
How Versatile A Communicator Are You?
- Can You Make A Cold Call?
- Can You Train Others?
- Can You Conduct A Meeting As Its Leader?
- Can You Constructively Critique Another's Performance?
I help small business owners take the chill out of cold calls. Once you
understand the rules of the game, develop your script, learn to bypass
gatekeepers and handle objections adeptly you will find cold calling to be
better than going to the dentist.
(For more information on cold calling instruction: ExpressionsofExcellence.com/cold_calling.html)
o Sometimes the true test of your understanding something is the challenge of
training others. How well can you communicate your knowledge to others? Do they
"get" it? Are you sure? Training requires its own approach.
o Taking the lead in conducting meetings and discussions can be a delight once
you understand how best to apply your leadership. You don't have to master
Robert's Rules of Order to be able to fairly and ably conduct meetings.
o Constructively critique another's performance can be one of the hardest things
to do. Learn to separate performance from person, to get specific and also offer
remedies or corrective plans, as well as benchmarks for success.
o Employ active listening techniques to insure you are hearing the other party
and they are feeling heard as well. Many professional and interpersonal
difficulties arise from a feeling of not being heard. Learn ways of insuring
that you are hearing correctly and similarly being heard.
When The Going Gets Tough...
- Can You Handle Constructive Criticism?
- Can You Assert Yourself When Necessary & Speak Up?
- Can You Negotiate Effectively?
- Can You Co-exist With Diverse Personality Styles?
See Hecklers, Hardliners, and Heavy Questions for tips on this difficult area of
communications.
Many of us shy away from speaking up and speaking our for fear of negative
feedback or political ramifications. In our quest to be liked or avoid "making
waves" we bite our tongue and look the other way instead of righting wrongs and
correcting improprieties. Yet there are times when speaking up and speaking out
is the right thing to do. Learn to speak your mind when it's time,
professionally and with precision, to get the results you desire.
Negotiating effectively can involve different types of communication skills. You
may actually want to induce silence, or to repeat yourself, reiterating your
stance or stipulations, for effect. Listening skills and creative problem
solving skills are also involved. Learn to speak the language of win-win and be
able to reiterate your adversary's perspective so as to build consensus.
There is no right way to speak. Each of us speaks in our own communication
style. Some of us use long sentences and many words, others are short winded and
direct. Learn recognize how best you communicate and how to best communicate
with others.
How Effectively Can You Communicate in "One-on-One" Situations
- Can You Instill Trust in Others? Engender their Support?
- Can You Diffuse Verbal Criticism and Maintain Control?
Learn coaching and training techniques for speaking one-on-one with co-workers,
subordinates and superiors. Learn to communicate with others so as to build
trust and confidence in others.
Where Do You Go From Here?
We're all developing our Communication Quotient on the job. Learn to recognize
how different forms of communication require different skills. Make a point of
analyzing your style and the results it engenders. Where can you improve? Can
classes, practice or coaching help? Become a student of improved communication.
As for feedback. Study those whose communication style you respond to. Seek to
raise your own CQ!
Quotient. Degrees and awards are fine, your bilingualism and knowledge of the
latest programming languages are nice, but how good a communicator are you? In
English? With co-workers and customers?
Every job description emphasizes it: must have excellent communication skills.
In performance reviews many get marked down for it. And as entrepreneurs who
wear many hats, speaking with many voices is also a requisite skill. So how is
your communication quotient?
Communication takes many forms. Think for a moment about a typical workday. You
must communicate with customers, clients, co-workers (both superiors and
subordinates), vendors, and even city, state and federal bureaucrats. Perhaps
you even have interns or volunteers to communicate with. On occasion you're also
speaking with the media, members of your association or even competitors. How
well are you communicating with each?
Each form of communication draws on different skills, each requires different
approaches and sometimes even a different lexicon. The checklist below has
broken out many of these types of communication into categories. Place a plus,
minus or equal sign next to each line to rate whether you see yourself as
already strong (+), average (=) or weak (-) in each area.
Can You Interact Successfully with Strangers?
- Make Small Talk?
- Ask them About Themselves?
- Tell Them About Yourself?
- Introduce Two Strangers to Each Other
- Discuss Current Events with Confidence
Networking and the ability to work a room are invaluable skills for a small
business owner. Knowing how to introduce yourself to others through your
elevator speech can also open many doors of opportunity. As you meet strangers
are you exuding confidence? (To read more about elevator speeches:
expressionsofexcellence.com/articles.html#elevatorspeech.)
Being able to mingle and mix, compliment strangers and inquire of their line of
work is an effective way to expand your sphere of influence and prospect for new
business. You can even qualify prospects deftly while schmoozing.
How Effective Are Your Communication Skills?
- Can You Give A Prepared Speech?
- Can You Speak Extemporaneously?
- Can You Make A Sales Presentation?
- Can You Interview Someone Else? Be Interviewed?
Some basic communication tenets to keep in mind in public speaking situations:
1. Speak clearly and audibly at all times.
2. Don't rush your presentation. Pare its content down if you have too much to
cover in the time given.
3. Enunciate effectively. For many, English is a second language. Focus on the
consonants of each word.
4. Employ vocal variety to keep people paying attention. Avoid sing-songy
patterns of speech.
5. Learn all about interview dynamics
How Versatile A Communicator Are You?
- Can You Make A Cold Call?
- Can You Train Others?
- Can You Conduct A Meeting As Its Leader?
- Can You Constructively Critique Another's Performance?
I help small business owners take the chill out of cold calls. Once you
understand the rules of the game, develop your script, learn to bypass
gatekeepers and handle objections adeptly you will find cold calling to be
better than going to the dentist.
(For more information on cold calling instruction: ExpressionsofExcellence.com/cold_calling.html)
o Sometimes the true test of your understanding something is the challenge of
training others. How well can you communicate your knowledge to others? Do they
"get" it? Are you sure? Training requires its own approach.
o Taking the lead in conducting meetings and discussions can be a delight once
you understand how best to apply your leadership. You don't have to master
Robert's Rules of Order to be able to fairly and ably conduct meetings.
o Constructively critique another's performance can be one of the hardest things
to do. Learn to separate performance from person, to get specific and also offer
remedies or corrective plans, as well as benchmarks for success.
o Employ active listening techniques to insure you are hearing the other party
and they are feeling heard as well. Many professional and interpersonal
difficulties arise from a feeling of not being heard. Learn ways of insuring
that you are hearing correctly and similarly being heard.
When The Going Gets Tough...
- Can You Handle Constructive Criticism?
- Can You Assert Yourself When Necessary & Speak Up?
- Can You Negotiate Effectively?
- Can You Co-exist With Diverse Personality Styles?
See Hecklers, Hardliners, and Heavy Questions for tips on this difficult area of
communications.
Many of us shy away from speaking up and speaking our for fear of negative
feedback or political ramifications. In our quest to be liked or avoid "making
waves" we bite our tongue and look the other way instead of righting wrongs and
correcting improprieties. Yet there are times when speaking up and speaking out
is the right thing to do. Learn to speak your mind when it's time,
professionally and with precision, to get the results you desire.
Negotiating effectively can involve different types of communication skills. You
may actually want to induce silence, or to repeat yourself, reiterating your
stance or stipulations, for effect. Listening skills and creative problem
solving skills are also involved. Learn to speak the language of win-win and be
able to reiterate your adversary's perspective so as to build consensus.
There is no right way to speak. Each of us speaks in our own communication
style. Some of us use long sentences and many words, others are short winded and
direct. Learn recognize how best you communicate and how to best communicate
with others.
How Effectively Can You Communicate in "One-on-One" Situations
- Can You Instill Trust in Others? Engender their Support?
- Can You Diffuse Verbal Criticism and Maintain Control?
Learn coaching and training techniques for speaking one-on-one with co-workers,
subordinates and superiors. Learn to communicate with others so as to build
trust and confidence in others.
Where Do You Go From Here?
We're all developing our Communication Quotient on the job. Learn to recognize
how different forms of communication require different skills. Make a point of
analyzing your style and the results it engenders. Where can you improve? Can
classes, practice or coaching help? Become a student of improved communication.
As for feedback. Study those whose communication style you respond to. Seek to
raise your own CQ!
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