- Communication is a two-way street. It is not about one party giving and the other party receiving. Proper listening occurs when one person is speaking and the other person is actively listening. Understanding the message is another step in the process. You don't have to agree with the other person, but understanding the message or point of view is important. Avoid interrupting the talker as this demonstrates an unwillingness to hear the message and causes the speaker to feel less important. If you spend time waiting to speak rather than truly listening to the speaker, you might miss the message.
- According to a study by Albert Mehrabian, only 7 percent of communication occurs through spoken words, 38 percent occurs through voice tone, and 55 percent occurs through body language. Mehrabian's study stresses the importance of body awareness, eye movement and hand gestures during a conversation. Shifty eyes give an impression of deception, and too much eye contact is perceived as exerting control. When talking to people, make eye contact in segments of three- to four-second intervals. Smiling while making eye contact displays trust and honesty.
- Reasoning is the ability to make sense of a situation. It is basically the internal evaluation of a particular task or argument. When a person cannot come up with a good reason for doing a task, it lowers the chances of it being performed well. Supervisors must be able to provide strong reasons for seemingly unclear job tasks. "Because I said so" or "That's just the way it is" are unconvincing arguments.
- All employees are not created the same. People are different and require different modes of communication. Speaking harshly with one person may yield good results, but another person might clam up and regress in response. Some employees are self-starters and others need constant supervision. Evaluate your employees. Figure out how they respond to different communication styles and make mental notes. Fairness is not about treating everyone the same but rather treating everyone in the way that makes them most receptive.
- Some supervisors speak in general terms and group settings much of the time. This is done to save time and deliver a uniform message, but the problem is that everyone does not have the same level of understanding or confidence. When a supervisor asks if people have questions in a group setting, some people might be reluctant to ask questions in front of others. If you deliver a group message, be sure to speak individually with people afterward to make sure everyone understands.
