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Communication Techniques
Communication Guidelines
1. Matchtheotherperson’slanguage–usefamiliartermsandexpressions. Avoid jargon or highly technical terms when possible.
2. Makeitatwo-wayconversation–effectivecommunicationrequiresactive participation by all individuals involved Help engage the other person through questions to clarify understanding.
3. Checkforunderstanding–confirmthatyouhaveheardhim/herproperlyand that he has understood what you have said.
4. Usenon-verbalcommunication–usebodylanguageandtoneofvoiceto convey understanding, care, and competence.
Communication That Builds Collaboration
To reduce misunderstanding, keep dialogue on a constructive path, and build collaboration, the following techniques are helpful:
Ownership Language
The words you choose set an example for others and help build accountability. Ownership language builds a No Blame environment that is important to engage everyone in problem solving and innovation.
Ø Speak from your perspective and observations
Ø Use ‘I’ to own your perspective, feelings. Instead of “You’re messing this up”
say “I’m concerned that the method you’re using won’t work.”
Ø Take ownership of your promises and commitments. “You can count on me to get the right version to the customer on time.”
Ø Avoid phrases such as “Our policy doesn’t allow it” which may be true yet sounds like a cop-out without a suggested solution. Rather than focusing on what cannot be done, discuss what you can do for them and what he can do.
....Think of a recent conversation where you used blame language or did not take ownership of your perspective, feelings or promises. How would you re-word it?
Front Line Leadership Module: Communicate to Lead
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