How to review your own communication capabilities
Five of the worst communication offenses and how to avoid them
by Geri Rhoades, Rhoades Communication and US trainer for Melcrum's Internal Communication Blackbelt Program.
In Melcrum's report, Key Benchmark Data for Communicators 2009, communication leaders ranked "Coaching managers to communicate" as the number one skill that would most benefit their teams.
As communicators, we're tasked with many things, including coaching others on effective communication, whether it's spoken or written.
In my consulting and training business I come into contact with communicators from beginners to seniors, home-grown and trained who are all in need of some communication skill building. Being an effective communicator takes practice and we owe it to our profession to become the best communicator possible.
If a communicator can't communicate effectively, they won't have any credibility. And, it doesn't take long to spot an ineffective communicator. We do it all day long.
Here are some of the worst offenses. Only you, and anyone you communicate with, will know if you fall into one of the following five categories:
If a communicator can't communicate effectively, they won't have any credibility.
1. Too long or "the political filibuster"
I'll keep talking even if you're not listening! This one is popular among communicators. We really want to explain the ins and outs because we want you to understand in detail and because we like to talk. Unfortunately, we fail to notice that our listener has glazed over and stopped listening hours ago.
2. Too much detail or "the golfer"
Ask any golfer on a Saturday afternoon how their game went and you'll get a hole-by-hole description of the day. What I really want to know is: 1) was he/she happy with the game and 2) did he/she have a good time. If this were a business situation and I asked how a project was going, unless I asked for a detailed description, I'd want to know: 1) Are you happy with the progress, and 2) is there anything I need to be worried about? General questions can get general answers. Your leaders will ask for specifics if they want them.
3. Too little or "dragnet"
The opposite of "the golfer" is the communicator who doesn’t care about the context. He/she just wants to tell me what will help them make the case. I haven’t met a lot of communicators like this but I've certainly met a lot of people like this.
4. Too tragic or "the opera singer"
Oh the tragedy of it all! We love this communication stuff and the drama attached to it. Information, engagement, how badly the employees are going to take this news. This minimizes our credibility just like the boy who cried wolf.
5. Too black and white or "Deal or No Deal"
Our role as a communicator isn't to be black and white. It's to provide the context, the possibilities and all the gray that exists around us. In a succinct manner. If you walk into all situations with the answers, you won't be trusted to find the best solution, just your solution.
If you walk into all situations with the answers, you won't be trusted to find the best solution.
So, what's important for us to be effective communicators and better than the rest?
- Start with your elevator speech. Can you succinctly and powerfully tell people what you do? It's the first impression they have of you when you answer the question, "What exactly is communication?".
- Practice your sound bites. Beyond being able to tell people what you do, can you communicate in few words and make sure it's exactly what someone needs to know? Communicators like to talk. It's what many of us are good at. However, often less is more.
- Practice what you preach. When was the last time you looked back at the basics of great communication and checked in with yourself which areas might be good for you to improve on? Personal power comes from the extent of self knowledge.
- Ask for feedback. The best way to tell if you're an effective communicator is to ask those you trust and communicate with often where you can improve.
- Get presentation training. It doesn't matter if you give one presentation a day or one a year, they better be good. Not only will this training help you be a better presenter, it'll also help you be a better day-to-day communicator. The skills are transferable.
- Pay attention when you're talking to whether you've lost your listener. The signs are usually evident. If they're unengaged they have a blank face, are looking around or are playing with their phone. If they're confused they have a blank face (blank faces have a multitude of purposes so you need to ask which one it is). Other great indicators you've lost them are that their brows are furrowed or their questions have nothing to do with what you're saying.
- Pay attention when others are communicating. You have the skills to identify what's good communication and what's not. Then ask yourself whether you have any of those habits. We can learn a lot from others.
We need to set the bar high for ourselves; even higher than we set for the managers we're coaching. The minute a communicator opens their mouth, their credibility is at stake. For better or worse we're expected to exemplify what we preach. Can you honestly say that you do? Can you honestly say that you're the best communicator in the company? Being better than most is not good enough.
Have your say
How often do you focus on your own communication skills? Which are the ones that need improving? How much time do you dedicate to your own professional development?
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How Westpac gets the most from its communicators
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