Page 127 - DENG401_Advance Communication Skills

Advanced Communication Skills

Notes As you communicate with other people, you make yourself more visible and let others
know what you are doing and accomplishing. In particular, let your managers and other
decision makers know about your contributions to the organization. Decisions about
raises, promotions, and other opportunities are often based on information that is gathered
informally.
Active listening requires your complete attention. Turn or lean towards the speaker and
maintain eye contact while they are talking. Avoid distractions such as looking at your e-
mail or checking the time. Pay attention to the nonverbal signals that the other person is
sending. Figure outlines effective ways to listen to others within an organization.

Use your body language to signal your interest and attention to the other person. Let them
know you are paying attention by occasionally nodding your head, smiling, or making
appropriate facial expressions. Keep your arms unfolded and your hands unclenched.
Providing nonverbal feedback doesn’t necessarily mean that you agree with what the
other person says, but does let them know you are actively listening.
Persuasion is an emotional form of communication that others must be ready to receive.
People who are upset, overwhelmed, or frustrated are not as open to persuasion. When
speaking to a colleague or employer, make requests when you are both receptive and
other pressing matters are not competing for attention.

Salespeople frequently offer prospects refreshments, small gifts, or free samples early in
the sales process. Offering something is a powerful way to start your communication. It
sets a positive tone for the discussion and encourages the other person to reciprocate by
offering you something in return. Simple offers can also include compliments and
information.
Conflict develops when someone cannot achieve an objective—an external factor such as
another person or event or an internal factor such as fear blocks the way to a goal.

Before you can effectively deal with interpersonal conflict, you must understand the
problem. Acknowledge the conflict using neutral, objective language. In a meeting or
conversation, listen actively and empatheti-cally and then articulate the problem. You
might need to repeat these steps more than once.
Manage your schedule so that you arrive at meetings a few minutes early. You can then
organize your thoughts and materials, relax, and mingle with the other participants as
they arrive. Don’t disrupt a meeting by arriving late, rushing to your seat, and interrupting
the proceedings. If a late arrival is unavoidable, let someone else know in advance so that
the group does not wait for you to get started.

Office politics is a regular part of the day-to-day culture of any business. When used to
gain advantage at the expense of others or the well-being of the organization, office
politics should be avoided. However, office politics can also be networking behavior that
helps you fairly promote yourself and your career. Career experts believe that becoming
involved with office politics helps you highlight your skills, draw attention to your
accomplishments, and promote your success and upward progress.

5.10 Keywords

Conflict: It develops when someone cannot achieve an objective—an external factor such as
another person or event or an internal factor such as fear blocks the way to a goal.
Listening: Listening is one of the most important communication skills you can develop.

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