This article has been accepted for publication in the February 2005 issue of Executive Branch, the newsletter for the Maryland Society of Association Executives

6 Communication Connections
That Work
By Barbara Brown, PhD

At least once in your worklife, you have heard (or said) “we need to communicate better!” But getting people to talk clearly, civilly, and concisely is not always easy. That’s because we have our own communication styles. Plus we are often more preoccupied with what we want to say than what the other person wants us to hear. As a leader, you need people to:

· Share information
· Be committed to tasks
· Resolve problems quickly
· Focus on facts rather then feelings
· Talk openly about workplace issues

Below are six ways you can encourage your employees (or use them for yourself) to communicate more effectively:

1. “If you want people to stop being so defensive when you talk about a mistake they’ve made (how desired communication behavior will impact the individual), don’t use phrases such as ‘you always’ or ‘you never’ when discussing their mistakes (your desired communication behavior).”

2. “When discussing an important issue, you will gain greater commitment from coworkers (how desired communication behavior will impact the individual) if you first listen to what they say, then restate their key points (your desired communication behavior).”

3. “You’ve complained that people don’t give you all the facts when you are investigating an accident (how desired communication behavior will impact the individual). One useful way to obtain more information is to start using open-ended questions that begin with ‘how’ and ‘what’ (your desired communication behavior).”

4. “When discussing a complicated issue, you always ask people to restate or paraphrase what you have said (your desired communication behavior). That helps reduce the possibility of mistakes and misunderstandings when they leave (how desired communication behavior will impact the organization).”

5. “When disagreeing, if you keep the focus on facts rather than feelings (your desired communication behavior), problems would be resolved more quickly (how desired communication behavior will impact the organization). This type of communication skill is also important if you want to be considered for a leadership position (how desired communication behavior will impact the individual).

6. “You always listen fully to what other coworkers say before interrupting (your desired communication behavior). That gives you an opportunity to obtain all the information you need to give a meaningful response (how desired communication behavior will impact the individual). Your active listening also encourages others to do the same (how desired communication behavior will impact the organization).”

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PERMISSION TO REPRINT: Articles, Tips, and Tools can be reprinted in company newsletters or magazines. If placed electronically, a Live Link to Dr. Brown's website must be included. Please use the following credit for every item: Dr. Barbara Brown shows organizations how to use High-Performance Leadership to create the kind of links among people, goals & performance that produce positive results. For more tips, visit: www.DrBarbaraBrown.com or email: Barbara@DrBarbaraBrown.com.