Communicating Strategically Flashcards
Impactful communication involves
- An understanding of the audience’s needs and perspectives.
- A clear message.
- Effective delivery
Goal of communication
Deepen understanding of a topic or to encourage a specific action
Audience analysis includes
- Determining who should hear the topic and if they have different needs
- Audience awareness of the topic
- How audience will react to communication
- Rhetorical (persuasive) approaches that work best with each group
If audience reactions to surprise or confusion
Communicator may need to slow down and pay more attention to the audience
If audience reacts with resistance
Prior to communicating, anticipate possible objections and prepare response ahead of time
If audience responds with little interest
Find ways to increase audience engagement in the message
Framing
Process of getting an audience to see communicated facts in a certain way so that they take a certain action
Reframing
- Changing the way an audience sees or feels.
- Can be done by pointing out benefits and opportunities created by change
Effectively framing the message requires
- Articulating the objective and desired outcome of the communication.
- Identifying the benefit to the audience.
- Identifying the key points of the message and sequencing them in a logical manner.
- Providing an explanation of and evidence for each point that helps the audience see these facts in the desired frame.
Choosing communication channel
- Should fit the message and audience needs
- Place with little distraction
- Delivery style that supports understanding and engagement
- Timing and awareness of reactions
Strategies for critical/complex communications
- How communication will occur
- When communication will occur
- Where communication will occur
- Who will communicate
- Required support
- What media will be used
- Managing audience feedback
- Organizational rules that shape the communication
Complex topics addressed in presentations
Usually require written support materials that allow audience time to study the message
Discussions about sensitive issues
Are best conducted in person or phone rather than email
Communication regarding allocation of resources above certain limits
Start with individual discussions with audience and move on to written reports that are followed by formal in-person presentations and even written responses
Face-to-face (or small group) advantages
- Provides immediate verbal and nonverbal feedback
- Useful for complex, sensitive issues
Face-to-face (or small group) disadvantages
- Takes time
- Requires good listening skills
- Requires care to avoid conveying wrong message
Phone call advantages
Provides more opportunity for feedback, questions
Phone call disadvantages
- Requires good listening skills since there are no visual cues
- Faces more competition for attention
- Takes more time
Voice mail advantages
Saves time (when used to relay content, not make direct contact)
Voice mail disadvantages
Does not provide feedback or confirmation of understanding
E-mail advantages
- Saves sender time
- Allows detail
- Includes multiple parties easily
- Documents communication
E-mail disadvantages
- Requires more care to create accurate message and convey correct tone
- Does not necessarily provide desired feedback
- Can be missed or perceived as nuisance
Short messaging (e.g., texting, chat) advantages
- Saves time for both parties
- Can be broadcast to announce information (e.g., promotional, emergency)
Short messaging (e.g., texting, chat) disadvantages
- Limits content that can be communicated
- Can be missed or perceived as intrusive
Social media advantages
- Can be broadcast to large audiences
- Reaches certain audiences efficiently and can elicit immediate feedback (e.g., quick surveys)
Social media disadvantages
- May not reach all audiences
- Requires review since the message will be widely viewed
Written report advantages
- Allows full presentation of topic
- Can reach a large audience and encourage thoughtful responses
- Provides documentation of communication
Written report disadvantages
- Takes time and care to create
- May need to conform to organizational expectations (templates)
- Takes time to get a response
Oral presentation advantages
- Can allow immediate questions and feedback and adjustment of message
- Can incorporate visuals, video, handouts
Oral presentation disadvantages
- Requires skill and time to practice
- Requires time and expense to create support materials
Physical and verbal ways to communicate effectively includes
- Posture and movement
- Gesture
- Eye contact
- Verbal qualities
Signs of effective communication within your HR team and within the organization include
- High levels of engagement reported in employee surveys.
- High levels of retention.
- Positive comments on the organization’s social media channels.
- Effectiveness of teams in meeting their commitments and department budgets and schedules.
- High levels of collaboration.
