Professional Communication Skills

Building communication skills in the workplace

Alexandra Wills

about alex

I have worked for years trying to better understand people and their lives. I have done both the Americorps and Peace Corps volunteer programs and have worked in a number of non-profit organizations and school systems.

I have a bachelor’s degree in journalism and a masters degree in sociology. For the past several years I have worked as an ethnographer, which means I have traveled the U.S. and the world to spend time with people and learn about their lives so that companies can learn more about the people who buy their products. I have been lucky enough to make a living asking open-ended questions, practicing engaged listening and observing the world around me.

You can check out some of my work and what’s going on in my life at http://alexandrawills.wordpress.com.

Thank you for having me.

why are professional communication skills important?

A survey by Peter Hart Research Associates and reported in USA Today revealed:

89% of employers think colleges should emphasize communication, both orally and in writing.

81% of employers think colleges should emphasize critical thinking and analytical reasoning skills.

“Observation skills are the most used, and the most overlooked, of all critical job skills.” ACT workforce development

today you will:

• Explore your own strengths and skills when it comes to communicating in the workplace

• Understand the difference between closed and open-ended questions and how using open-ended questions can lead to more effective communication in the workplace

• Understand how using affirmations contribute to effective communication in the workplace

• Understand how using “I” statements contribute to effective communication in the workplace

• Learn and practice new tools for improving communication in the workplace, such as focused observation and engaged listening

exercise:

• I want you to get thinking about what you already do well so that you can build on your strengths

• We will take one minute

• What you will need: paper and a pen or pencil

• List your positive communication skills – the things you do well

• Quickly, each person shares one thing he/she does well

Bottoms up!observe/listen first and then communicate based on getting a more informed understanding of the situation

conclusions

patterns

build rapport

throw out bias

eyes and ears open

It’s not about proving what we think we know

“Never trust general impressions, but concentrate on details.”

Sherlock Holmes

it’s all about context!

• We’re going to learn more about how we perceive things

• Group up

• Click here

• Click on “optical illusions” at the top of the page

• Click on “My Wife and My Mother-in-Law” in the box with the stars

• Look at the drawing. What do you see? How do you know?

• Discuss for about a minute and then someone from each group shares

let’s practice!

techniques for improving professional communication

• Focused observation

• Engaged listening

• Asking open-ended questions

• Using affirmations and “I” statements

engaged listening through observation

Observe what’s happening before you start

• facial expression

• tone of voice

• loud or soft voice

• gestures

• how far/close people are to one another

• communication through touch

• appearance

• what others in the room are doing

• what objects are in the room – who is using them and how?

Photo courtesy of freefoto.com

practice focused observation

• Observe a local cafeteria/lunchroom for 10 minutes

• “People watch” in a park or shopping plaza

• Watch your kids

• Let someone tell you a story, and don’t say a word

let’s practice!

• Click here to see the video “Test Your Observation Skills”

• To make it full screen, click on the 4 arrows on the bottom right corner of the video. To exit full screen, press “esc” on your keyboard or click on the 4 arrows on the bottom right corner of the video

• Watch the video. Count how many times the white team passes the rubber band ball.

• I’ll take a few answers.

• Let’s continue and add another layer of observation.

open-ended questions

open-ended questions:

• make people feel valued and comfortable

• encourage openness

• lead to more useful information and more informed decisions

• help us avoid bias

There is no greater agony than bearing an untold story inside you.

Maya Angelou

affirmations

affirmations:

• recognize strengths

• acknowledge positive behaviors

• help lead to positive change – big or small

There is nothing enlightened about shrinking so that other people won't feel insecure around you.

Nelson Mandela

Thanks to National Health Care for the Homeless Council for this great content on open-ended questions and affirmations!

“I” statements

i statements:

• avoid blame

• help us own our feelings and experiences

• lead to more cooperative communication

“I” statements

Use

I feel happy.

I don't feel comfortable doing that.

I am concerned.

I feel in control of the situation.

I need help.

I want this to happen.

I feel unsure about this.

I appreciate you.

Avoid

You are crazy.

You should be ashamed.

You are wrong.

You are making me mad.

You could do better.

You can't.

Thanks to the Human Potential Center for sharing

this great content!

“I” statements

• be specific

• avoid “oughts” and “shoulds”

• avoid labels

• avoid the phrases “I feel like” or “I feel that”

• include feelings and not just thoughts

Thanks to the Human Potential Center for sharing

this great content!

let’s practice!

• We are going to practice turning close-ended questions into open-ended questions and practice engaged listening.

• Pair up.

• One person changes a close-ended question into an open-ended question and asks it to his or her partner.

• Choose from one of the following questions:

• Did you like high school?

• Do you know how to cook?

• How many people are in your family?

• Have you ever gone on vacation?

• The partner tells his or her story in less than two minutes. The person who asked the question practices engaged listening.

• After the partner shares his/her story, switch.

• After the activity one person from each pair will share their experience. What was hard, easy, uncomfortable?

recommended readings

Essential Research Methods for Social Work Allen Rubin, Earl R. Babbie (2009)

“I Statements.” Human Potential Center (http://www.humanpotentialcenter.org/Articles/IStatements.html)

“Outreach to People Experiencing Homelessness: A Curriculum for Training HCH Outreach Workers.” National Health Care for the Homeless Council (http://www.nhchc.org/learningmaterials.html)

“ACT launches workplace observational assessment.” ACT (http://www.act.org/news/2010/02/23/act-launches-workplace-observation-assessment/)