Improving your Communication Skills

Business is all communication - whether with a client, a colleague, a co-worker or a senior manager/CEO. A  good manager really has to be very good at communication skills as it can win over a difficult client or a point in a discussion with the management board. Herein under is a useful video I found on YouTube and I thought of sharing it with my viewers - I am sure it would help those wanting to polish their communication skills.

Related: Communication Skills - How to win over in exchange of views

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Non Verbal Communication Skills

One would often hear that expressions tell everything. And whoever said it wasn't very wrong, as if one is really observant, one can make out what the person talking to him really means. Many people are misleading – but they get caught by their body language as one can not hide ones inner feeling through one’s gestures, or in other words non verbal communication indicators.  No matter how experienced a person is in concealing his gestures, in some point in time he is likely to give away his true intentions. 

The non verbal communication skills thus play an important part in business, like all other walks of life, to understand a client, read what a business opponent has on mind or even to find out the reaction to one’s orders to the team members or what one’s CEO thinks of the project just presented. Nonverbal communication, or in other words the body language, includes our facial expressions, eye contact, posture, gestures or the tone of one’s voice. And if one considers impact of each one of these, one would find that the non verbal communication possesses in itself a magic that if used intelligently can play wonders in business deals or even in our ordinary routine life.

Let us find out how the various indicators work and how these can be of benefit to us in business.

• Facial Expressions: Whenever we meet a person, in an instant we can figure out whether a person is sad, happy, confused or in deep thought or trouble. This does not require formal training. This is just instincts. But going a step further, the study of face reading has much hidden in its store. Those who have read or practiced the art of face reading can tell whether the subject is shrewd, cunning, liar or a straight forward honest. It is very seldom that experts in face reading get a wrong reading of their subjects as face is the true reflection of a person’s personality. So from now on, start to read a person more intelligently and decipher its hidden contours. It will help you a lot in business deals.
• Gestures: The way a person moves his hands or places these at different parts of his body has hidden meanings. But remember, different cultures have different gestures meaning different things. So one must first know the background of the person and the culture one belongs to before reaching any conclusions. Once while I was in Iran, I found that a vertical nod by the face means  a No rather than a yes. And many a times I got mislead as the shopkeeper had said no and I thought he said yes. Likewise one hands also need to be observed carefully. The pointing of fingers, or moving of hands closer together, one can draw emphasis to what one intends saying. The hand gestures can also show one’s enthusiasm, commitment or otherwise during a discussion. But remember, too many gestures with hands is also indicative of jitter. One may often find confused people clenching their hands or drying out the sweat from their palms.
• Body Language (posture and movements): The way a person sits or stands, walks or leans forward has many indicators in it for one to understand. Often a forward posture means enthusiasm, attentiveness and interest. But the same may show negative signals in some countries when leaning very close to a woman. A relaxed body posture often helps a person to appear confident and in charge of one’s knowledge and office. It is a true reflective of your status within an organization, group or a team.

• Eye Contact: Eyes tell all. Even if one is very good at concealing his otherwise shaky body language, one’s eyes would reveal everything. The way one looks at you can communicate many things like his interest (or otherwise) in you, affection, hostility, or attraction. That is why most people stress on keeping and maintaining a constant eye contact with the person one is talking. If one is observed shying away from the eye contact, it has many negative signals like concealing a fact or telling something that is incorrect. But again a word of caution here. While a direct stare implies intensity, it may also imply a romantic interest if talking to a woman or opposite gender.
• Touch and Space: The touch and space can mean a lot. A firm and warm shake hand at the start of a meeting means a welcome gesture, while a casual shake hand means lack of interest or simply means a non-welcome behaviour. Likewise a good hug is a healthy sign. The space chosen to sit or stand reveals the degree of contact desired. But like said before, these two aspects differ in different cultures and have different interpretations for different genders.
• And lets talk of the Voice. The pitch, tone, rhythm and volume have many things to tell. A monotonous voice, with no oscillations means parrot talk – something that is being said as drill and not as a conviction. One must mince words precisely and forcefully.  But remember there is a difference between barking and talking confidently. 

This is just the beginning – we will talk more of non verbal communication in future blogs. In the meantime, start practicing on your face reading skills and how to capture the audience by your oscillating voice.

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Communication Skills – How to Win Over in Exchange of Views

Getting into business discussions is an every day’s job of the managers, be with a client, a colleague, a co-worker or a senior manager/CEO. While it is always advisable not to get into a heated discussion or engage into an argument, this cannot be avoided most of the times. So what to do – throw in the towel, get into a heated discussion or walk off. Well nothing specific can be suggested as the event itself would suggest the best course of action. 

But remember, all business discussions, or even non-business too, are not to win the War on Terror and so unleashing your every weapon till the debate of the argument is won over. Rather all discussions or arguments are basically to clarify one’s own queries or putting across organization’s view point to the satisfaction of the customer with a view to seek their approval or willingness to arrive at a business deal. It must be remembered that in case of the discussion getting to much heated or there are chances that limits of decency may be crossed, it is much better to disengage politely.

Remember, in a discussion, listen as intently as possible to the other side as only then one can build a befitting response. And also remember, the one who speaks more, gives out more weaknesses or points on which the other can build one’s response and counter arguments. Normally, the one who speaks more is taken to be the winner, but generally a quiet thinker and good listener is the ultimate winner.

Now what to do in case one gets into a battle of words? Here are some measures to win over or disengage gracefully.

• First and foremost tip is DON’T GET INTO AN ARGUMENTATION. That is the best approach. One should listen to the other, and if it is thought that one doesn't have much substance to convince the other or the person is getting into an argument for the sake of it, the best would be to disengage before its gets too rough for you. There may be another day and another time.
• OK, you are in it, so what to do? Remember, everyone loves winning. So start off with letting the other to win by agreeing to points that suit you and your organization. That would be a good start. Agreeing in principle would make the other fell better and provide you a good kick start.
• The third tip is LISTENING to the person whom you are talking to. Listening means listening with full concentration and all ears open and eyes as well as gestures along with words also matter. The more you let the other speak, more argumentive responses you will be able to think of.

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• Remember, in an argument, one has to keep the interest of his organization supreme. And it is easier to negotiate on the interests, which are always flexible to an extent. But not positions. Don’t struck up on positions as one cannot negotiate on the position.
• The fifth tip is to put one self in the shoes of the opponent – see why he wants to stick to his ground? What are his compulsions and interests? And how he be helped or facilitated by your offers. If a person is listened to in a friendly manner, he is likely to give in more rather than taking. And that is only possible if you know what he is thinking.
• The sixth tip is to always clarify your doubts with regard to your queries. And make sure you word the questions in such a manner that the opponent is left with no choice to agree to you. Always ask open ended questions that give an opportunity to the other to freely express his feelings rather than putting across closed end questions that leave no choice for him and such questions often intimidate a person and resultantly an end to the discussion without any decision.

And the last tip (with me, as the tips can be many) is that in an argument, always intelligently admit your mistakes. This would help you point an additional point on your opponent and he will take it as a sign of your competence, maturity and good manners. And it is more than likely to scale down the otherwise rising tempo of the discussion.

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Communication Skills

The word communication described in the Webster's Dictionary means "sending, giving, or exchanging information and ideas."  This can be done by the word of mouth, motions of any kind/method or visual presentations. No matter which means is used, its purpose needs to be effectively fulfilled. Many people though very eloquent and fluent in their speech fail to bring home the point they are trying to put across simply because of poor communication skills. Therefore communication skills revolve around listening effectively (it is only then you can understand others view point and respond befittingly), speaking fluently and clearly, writing well and reading in the language/s the target audience is familiar with. 

Francis Jock in one his articles on communication skills writes, “In the dynamic business world of today, employer communication skills can make the difference between business success and business failure.” And how so very true. The business world is all about the communication skills of managers, workers and the consumers. The more effectively one side puts across one’s point of view or requirement, more easily it is understood and translated into actions required at each end.

Thus in corporate and business world, every single individual should be well equipped with the necessary skills to communicate effectively. Although, as one climbs up the ladder, one has to advance one’s communication skills accordingly to be able to undertake and discharge one’s obligations more effectively. The management gurus are of the opinion that being a good communicator is half the battle won. Therefore, as managers, it is of utmost importance to polish one’s communication skills and this should take precedence over everything as without understanding others view point of view, one cannot express one’s response effectively and forcefully to be accepted.

Communication skills include lip reading, finger-spelling, sign language beside fluent speaking and expressing oneself. One should try to speak fluently and try to make sure people can hear him when one speaks. It should also be ensured that while communicating proper grammar and language is used. The target audience should be talked to in the language they “easily” understand. While communicating, one shouldn’t rush with the words. Rushed words normally shroud the following words and the speech becomes blurred and un-understandable. Therefore listen carefully and speak slowly so the other person can decipher what is being said.

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Photo Courtesy: One Step Ahead

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