training tactics

Improving Communications

by Valerie A. Manso

Improving your communications skills is a desired outcome regardless of your role. The communication process may be expressed using CARE steps:

• Comprehension: Truly hearing the message

• Awareness: Interpreting messages

• Respect: Evaluating the message without judging

• Engagement: Responding to the message

COMPREHENSION

• Hear the content: Pay attention to the words.

• Recognize emotional messages (yours and theirs): Pay attention to feelings. Positive thoughts and words promote positive actions and reactions. Try to stay neutral and listen to the actual message.

• Acknowledge emotion: Let the speaker know how you believe they feel. This reduces defensiveness and sets up an open climate.

• Encourage: Don't be afraid to use affirmative non-verbal cues and affirmative phrases.

AWARENESS

• Listen to understand without judging or reacting: Make your attitude and awareness positive and non-judgmental.

• Stay focused and interested: It's easy to recognize when someone is not paying attention. Then, communication breaks down.

• Acknowledge and verify: Paraphrase what you heard. Use the other person's words to help get at the meaning. And, while you're acknowledging the ideas, it's important to avoid judging or analyzing what you hear.

At this point, the speaker will know you care about them and what they have to say. Now you can begin to evaluate and analyze the information you received.

RESPECT

• Evaluate the message: Now it's time to weigh and analyze all of the information.

• Ask questions: Keep in mind that respectful listeners do not make judgments based on bias or incomplete information. Don't jump to conclusions, and clarify by asking questions to ensure understanding.

ENGAGEMENT

• Respond to the message: Encourage speakers to continue and share all of their thoughts and ideas.

• Acknowledge ideas: Do this by paraphrasing and asking questions.

• Posture: Lean toward the speaker to convey interest.

• Eye contact: Keep eye contact to convey sincerity and honesty and show you're interested. Eye contact projects confidence, power, and authority while involving listeners.

Following the CARE path will improve your communications. EB

Valerie Manso is president of Manso Management Resources, Inc. Contact: valmanso@aol.com