Leadership Skills

Communicating

The two biggest problems in the workplace are conflict and communication. I believe that there is often conflict due to a lack of communication. As they say, communication is a two-way street—it requires two participants; nevertheless, you can do your part to improve communication.

Your Listening Skills

Think about someone who does not listen to you. Now answer these questions:

• How would you describe this person's actions
• How do you know that he or she is NOT listening
• How does it make you feel?

Let's try this again, but no think about someone you know listens to you. Now answer these questions:

• How would you describe this person's actions
• How do you know that he or she is NOT listening
• How does it make you feel?

Hopefully you want people to feel as you feel in the second one above. Here are some ways to develop better listening skills:

• Pay attention
  • Look at the speaker
  • Observe the speaker's body language
  • Develop rapport
  • Be mindful of your body language
• Ask questions for clarity
• Listen for the meaning or intention (sometimes it is different than the words used)
• Develop empathy
• Be objective—do not judge (it is not about you)
• Respond appropriately

What is Your Message

There are some people who talk just to talk, but if you have an important message to relay, you should consider these:

• What is the purpose of the message
• What is the best method of communication
• What is the best time and place to communicate
• How will the receiver react
• What outcomes or expectations are there

These all may seem obvious, but people make mistakes all the time by relaying a message that was received incorrectly. If you have specific expectations, those should be clearly stated (maybe even written).

Telephone Etiquette

Making a Phone Call

With cell phones, people seem more relaxed and less professional; however, in business situations, professionalism is expected. Briefly, here is how to make a phone call:

• Introduce yourself and the purpose of your call
• Always be respectful of time—ask if it is a good time to talk or when is a good time
• Be organized with your call—make an outline or notes before calling
• Eliminate distracting noises in the background
• Never place someone on hold without asking first
• Return calls as quickly as possible
• Make notes during the call, but do not be so involved in notetaking that you forget to listen

Leaving a Voice Message

Many times I receive voice messages that are confusing or incoherent. You want your messages to represent you and your organization. Here are some tips to come across professionally with your voice message:

• Speak clearly
• Sound positive and upbeat
• Speak somewhat slower than normal
• Identify yourself and your phone number
• Be brief and to the point—leave bullets of information
• State any expectations and when you might follow up with the person (and then actually follow up)
• Leave your name and number again

You may want to practice recording your voice so that you can become better leaving voice messages. It can be uncomfortable, at first, but being understood is the point.

Email Etiquette

Many times we use email rather than the telephone. Remember that these are professional email messages and not instant messages or text.

• Always replay to email messages sent to you.
• Use a good subject line
• Never use emoticons or text-speak
• Keep your message short—people skim
• Watch out for "Reply All"

Remember that emails last forever, so never send something inappropriate, mean, or spiteful. Reread your message to see if it is clear before pressing the send button.

Written Communications

In most offices, there are still written documents. Not everyone is comfortable writing, but here are some tips that may help:

• Be neat and professional
• Use readable fonts and spacing
• Keep your message short
• Use bullets for clarity, if necessary
• Include an introduction and conclusion
• Include expectations and deadlines