The Importance of Basic Communication
A business is in constant contact with its customers, whether on the phone, in writing or face to face. All these forms of communication – particularly face-to-face contact – are important in making sure your customers are satisfied.
We are also constantly communicating with colleagues and suppliers, and good communication skills help us to respond to instructions and inquiries promptly. This is important – not only in our own work, but other people’s job performance, may depend on how effectively we respond.
To become better communicators, we must first be aware that in today’s world people are subject to stress and strain on a daily basis. We need not only to be aware of this, but also to accept that it is so. It is not your fault that your customer’s dog was bitten by a tick this morning, making her late delivering her children to school, and thus late for work and a very important meeting, so that by the time she comes across you at your desk she is in a highly irritable state! It is your fault, however, if you take her mood personally and behave defensively or aggressively towards her.
From the moment of birth, we are subject to a wide variety of influences in our lives and the person we become is the sum total of all these influences. Starting with our genetic makeup – the factors that we inherit from our parents and have no control over – we learn and adapt as we grow. Our upbringing, level of education and cultural background all contribute to making us the people that we are. The environment in which we live also has a strong influence on the way we look at things.
So, when communicating with other people, the thoughts and feelings we express are based on our accumulated personal history to date. This is an important point to keep in mind when seeking to communicate effectively. A person’s feelings and opinions are very real and valid to them. If your feelings and opinions differ from those of your neighbours, it does not make theirs invalid or wrong – just different!
Good communication skills involve:
recognition and acceptance of the differences between people
the ability to exchange points of view intelligently
the ability to reach a clear understanding of the other person’s needs
the ability to reach mutually beneficial conclusions.
How Communication Works
Is the communication process really just a simple matter of speaking to someone, and of having them speak back to you? If it were, most conversations would be very boring. A conversation like this would have no tone or inflections in the voice. The face would show no expression and the body would be absolutely still, making it very difficult for the listener to ‘read’ the other person correctly.
You will notice I use the word ‘read’, not ‘hear’. Communication is not just a matter of the words that are heard and said. It is what is not being said that gives us a true picture of what is actually going on. We also need to ‘read between the lines’, to look for the inner meaning that lies behind the speaker’s words.
True communication is a composite not only of the words that are spoken but also of the many forms of non-verbal communication that take place.
Some of these are:
the way the voice is used – tone, pitch, volume and rate
body language
facial expressions
physical presentation.
It is entirely possible to say one thing and mean another! Good communication skills will help you to read between the lines and work out what’s really going on. If our intention is to reach a solid understanding of what another person is trying to convey to us, there are several things that need to be considered.
Listening skills
Communication is one of the most important skills we learn in life. We spend most of our time communicating in some form or other. It begins from the moment we wake up, dealing with our partners and children, discussing what to eat, what to wear and what we are going to do today. It continues all day long – talking to colleagues and customers, reading reports and letters, coming home to talk about our day. It goes on throughout our entire life.
Think about this: you’ve spent years at school, where they taught you how to read and write. Your parents and teachers spent years teaching you how to speak. How long have you spent learning how to listen?
Listening is, arguably, the most important of the communication methods as it allows us, if done correctly, to understand completely what is being said to us. If we understand completely, then there is little room for misunderstanding! One of the greatest barriers to effective communication is conflict. Conflict arises out of misunderstanding. We misunderstand people because we have not fully understood what they have been trying to tell us.
Listening is not something that comes easily. Most human beings are quite self-involved – while we are interested in other people, our own needs are often more important to us than the needs of others. This tends to make us concentrate more on what we are saying, or what we intend to say, rather than focus on what is being said to us. So we need to spend some time learning how to listen effectively. This is not something that will happen quickly but with good intentions and a lot of practice it is a skill that can be acquired.
In his book The Seven Habits of Highly Effective People Steven Covey tells us that listening takes place on several levels:
ignoring
pretending
selective
attentive
empathic.
Let’s take a closer look at these to see what they involve and how we relate to them ourselves.
Ignoring- Ignoring is the worst form of listening, as it is not actually listening at all. We ignore the person who is speaking to us and make no effort to hear what they are saying. This is a very negative listening attitude as it makes communication completely impossible.
Pretending – Here we pretend we are listening but, in reality, we’re very busy and only giving attention with ‘half an ear’. We make all the correct ‘uh-huh’ and ‘okay’ sounds in the right places but we are actually concentrating on reading a report or shuffling papers. This is also a negative listening attitude – even though you may appear to be listening, you’re not really, and the person trying to talk to you will sense this.
Selective listening – We hear only those things in a conversation that we want to hear. Schoolchildren and spouses are particularly good at this! John comes home from school and his mother says, ‘Go upstairs, put your bag away, tidy your room, do your homework and then you can watch TV’. John hears ‘Put your bag away… and then you can watch TV’! This, too, is a negative listening attitude and can cause a great deal of frustration.
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