Communication Flashcards
The first step to effective communication?
Deciding what to communicate
Principles that build influence? (12)
Start with the bottom line
Communicate authentically
Build long-term relationships/rapport
Clarify outcomes - be clear about the purpose and know the goals in advance
Speak the right language
Communicate personal value
Use data to communicate a story
Reciprocate self-disclosure
Remember the power of language and use language that resonates
Gain agreement
Communicate understanding, acceptance, and respect
Remain neutral and objective
What should do you before presenting or facilitating?
- Always be prepared
- Anticipate questions that will be asked
- Think of ways to enhance the presentation through visual aids
What can you do to influence others during facilitation? (7)
- Customize the message
- Read and react to learner’s body language (align verbal and nonverbal cues)
- Facilitate Q&A
- Handle tough questions
- Deliver memorable messages
- Always make eye contact
- Don’t frequently check the time
BLUF
Bottom Line Up Front - start with the bottom line in strategic messages to build credibility and trust
Anger-defusing strategies (6)
Concentrate, understand the problem/root cause, and respond
Focus on the action/complaint, not the individual
Avoid personalizing the anger
Listen for and clarify the facts
Use active listening skills
Use summative reflections to get on the same page in the end
Giving feedback (3)
Focus on the issues and behavior, not the person.
Focus on the facts, not the opinion.
Share ideas and information; don’t give advice.
Receiving feedback (4)
Respect the person
Listen actively and hold questions until the end
Define the specific behaviors that led to the feedback
Identify what could be improved
How to formulate strategic message (8)
State the conclusion first (BLUF) and then build case to support it
Sort significant from trivial
Deliver strategic context and specific details
Use appropriate positive language
Ask thought-provoking questions
Listen actively
Take a point of view
Make all points memorable
Beyond strategic messages, how to build credibility? (3)
Be confident
Follow acceptable appearance norms
Practice deference/respect for listeners
Ultimate goal: build rapport with everyone
Questioning methods (Close-ended; Open-ended; Socratic/dialectical)
Close-ended - bring conversation to an end; check to see if cognitive load is high
Open-ended - used to understand problems, determine needs, and check for understanding
Socratic/dialectical - used to correct misconceptions and lead to deeper understanding
Socratic method
Dialectical; probes for more information; identifies assumptions; begins with a statement, claim, or definition not accepted as truth - followed by questions combined with supporting data to uncover contradictions; structured and logical. Ultimate outcome is for participants to reach the conclusion that what they thought they knew wasn’t accurate.
Criticism: Intensely rigorous.
Order of written documentation
Begin/open with facts
Middle provides supporting details
Close with call to action
Most important guideline for written communication
Establish a single, clear objective; everything ties back to that statement
Other guidelines for written communication (5)
Tailor it to the reader
Ensure economy - don’t use jargon, ambiguity, or conflicting messages
Be accurate - verify facts
Be organized
Be visually appealing
