Communication ... We use it every day, in every interaction. In fact, we are communicating, even if we do not consciously interact with anyone. Effective communication is the key to our success in building relationships (personal and professional), our ability to develop and carry out maintenance team dynamics, and customers. Communication is a skill that we develop and improve strategies, the willingness and practice. In this article we will review and expand on the three componentsThat make up our communication message.
WORDS
Words are:
What we say
7% of face-to-face message and 18% of our message over the phone
Neutral - we attach importance (positive or negative triggered) based on our experiences and emotions
WHY ARE IMPORTANT:
They are the least important of the three in terms of our overall message, but words we still use a contribution to our message effectiveness.
What is on CHOICEWORDS:
Trigger Words
These are words that have a negative meaning, may be placed in contact with them. Use of trigger words can affect required by the trust in effective communication, or could potentially difficult situation into an explosive situation again (as opposed to win-win). Examples of trigger words must, must not do, not, not my job, I'm sorry, politics, no, I can not help, you're wrong, it's not my fault. Instead, choose positive words that give the recipient the feeling that itOptions - a "what I can do" attitude.
Jargon / Technical
Jargon and technical terms may be meaningless to the recipient, leading to misunderstandings. Often, a recipient is unable to establish that he / she does not know the meaning, but the interaction may leave feeling "dumb". Examples of jargon, acronyms may contain terms in your region, program names, job titles, etc.Recognize if the person you speak with your jargon to understand before you want to use it. If you are not sure yetto the jargon, you need to be immediately defined in simple terms (never ask the customer "you know what that means?").
You vs. I
With the word "you" can make a person feel guilt or blame. This is especially true in situations of conflict, complaints, or constructive feedback. Example: You have to ..."," you must ...", you ...", etc.). Use assertive-responsive communication, and begin with "I", please explain your assessment of the situation. From here off,Gain confidence and you can ask the recipients of their sight. For example: "What I hear you say is ..."," I've noticed that you are speaking to your peer, if a customer waiting for service ..."," I understand that ...", etc.
Strategies to their effectiveness:
Do you have to repeat yourself, or different approaches to try to convey your message? Consider whether the reason that your words.
If you jargon, use the next sentence surely needed is a brief explanation of what in the jargonmeans in relation to "lay".
Select "positive", here is what I mean by "so I can.
Avoid using "but".
If you explain why a policy needs to be explained, in fact, not why it established with regard to the value from the customer's perspective - security, they are safe a place in the program are on the registry, if you provide your thoughts, ideas man, try "and" instead of "but". The latter gives the impression that your idea holds more merit, the use of "and" you canthe idea a step further. "I want to help you, but ..." can: "I want to help and to be changed here, what can I do ..."
Find ways to increase, to your vocabulary, so you always have a large bank of words in your head, ready to pull from.
Use clear and simple - Avoid too many descriptors, long words or redundant adjectives.
Use a professional to avoid - to slang like "yah, huh, nee".
Therefore, even if only make up 7% of your message, you should still ensure thatis effective and contributes to a positive image.
CHALLENGES:
Use positive words and trigger words?
What are the words that you use to contribute to or affect your overall message?
How can you change your message?
Be simple, clear, accurate and professional?
Ton
What it is:
The linguistic expression of our words (expresses feelings or emotions).
38% of our face-to-face message and 72% of ourMessage over the phone (the combination of words, voice and body language contribute to our overall communication).
WHY IS IT IMPORTANT:
In face-to-face communication, it makes a significant proportion of our embassy in telephone communication, it forms the largest part of the communication is received as our message. Tone can be misunderstood and takes awareness and practice improved.
COMPONENTS OF SOUND AND STRATEGIES FOR INCREASING USEEFFECTIVENESS
Pace - as spoken many words per minute.Match the pace of the recipient.
Pitch - how high or low the voice sounds.
If you are obviously set very high, try to relax and absorb your voice to deepen your place there. There will be some high-pitched voices as irritable or anxious interpreted.
Volume - how loud or soft sounds of the voice.
Start low, so you can say words or phrases, without screaming, to guarantee that you will always hear (get angry when theBeneficiaries must speak to you).
Quirk - a striking phrase, a word or term that distracts the listener (eg uumh, ah, you know, uh, etc.
Harder to see, personally, because it) is a mannerism (unconscious habit. Ask for feedback on features you can use and actively work to remove them.
Inflection - highlighted words or syllables, to improve the sense.
Find a common phrase that you could use and to determine practice inflecting other words, before someone, like theMessage design changes.
Strategies to your awareness & EFFECTIVENESS:
Simply by thinking about your voice you always, your awareness of it (turning the unconscious into conscious).
Take yourself and hear your voice.
Ask for feedback.
Be aware of what kind of responses you received.
Smile - it will change your attitude and your voice (you're welcome to hear).
Stand or sit tall and erect, so that your diaphragm Projectsfull volume of air.
Avoid using a telephone handpiece rests between ear and shoulder - this will change, your tone.
CHALLENGES:
ARE YOU know how you express your words, or what IMPACT MESSAGE Give? How do you want to change your message?
Be open to feedback from others.
BODY LANGUAGE
What it is:
A non-verbal expression of our feelings, thoughts, or attitudes (consciously or unconsciously).
55% of our face-to-faceMessage (ie, 7% of communication comes from the words) 38% of our voice and the rest of our body language.
WHY IS IT IMPORTANT:
Since 55% of our face-to-face communication is interpreted through body language, the ability may be present and aware of the gestures of us in ensuring the signal that we support is:
Received and implemented.
Interpreted accurately by the recipient (s).
To match the words and the tone of voice we use. If there is aImbalance leads to confusion and frustration - that is, you say positive words in a friendly tone, but you stand with your arms cross, turned her hips and tap your foot (send a message, closed), or use aggressive words in a sarcastic tone and a smile.
Body language can be closed, turn the receiver back into open body language, to support a negative situation into a positive (the concept of reflection - you hope that through the use of open gesturesRecipient will be unconsciously begin to change, or their as well).
Are constantly changing, if we (by reading the receiver's body language) lack of openness, understanding, trust, meaning, etc.
Examples of Closed Body Language:
Frowned, eyebrows rose, "angry eyes".
Crossing your legs, fold your arms, rotate your body away from your receiver.
Hands crossed in front of you, hands on hips with hip.
Slate or away from theRecipients.
Examples of Open Body Language:
Arms relaxed and at your side, or to express (positive).
) Given the quadratic receiver (shoulders and hips forward.
Leaning into your receiver.
Smiling, expressive eyes. "
These examples barely scratch the surface of the many possible gestures. To start, you will think about your body language. Attention: Body language must be considered in context. May his example, a personMeeting with the arms and legs crossed, because it is cold or identify comfortable - when she smiles, when the eyes are involved, when the shoulders look relaxed or tense, etc., before you judge their message as closed.
Strategies to get your attention:
Simply by thinking about your own body language that you always, your awareness of it (turning the unconscious into conscious).
Use a mirror.
Ask for feedback.
Pay attention to the kind of answers you arepreserved.
CHALLENGES:.
Become aware of what your body is communicating to others, the impact or message you send? How can you change your message?
Become aware of what others communicate with you through their body language.
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