6 Steps to Effective Communication

Effective leaders are known for being excellent communicators. Here's what to do.

1) Avoid "Not." Negative talk encourages arguments, counter attacks, and attempts to solve your problems. It also creates a negative impression. For example, when you say, "I can't," you appear helpless and ineffective. Instead, talk about what you can do and what you want.

2) Deal with impossible requests by 1) acknowledging the request, 2) empathizing with the other person's feelings, 3) saying, "I wish I could fix it." and 4) suggesting a reasonable alternative." For example, imagine that you work at a resort and it is raining. A guest walks up to you carrying a golf bag, slams it against your desk, and shouts, "This place stinks! I spent thousands of dollars coming here and it's raining."

You respond by saying, "You're right it's raining. And I know how upsetting it must feel to travel this far and be stuck inside. I wish I could make it stop. In the meantime, you may want to visit our indoor putting center. Our golf pro is offering instructions this afternoon."

3) Deal with difficult requests by 1) affirming your willingness to help and 2) asking the other person to help you plan a solution.

For example, if your boss asks you to start another project, you could say, "I understand you want me to start a new project. And right now I'm working on another project. To help me set my priorities, I wonder which one you want me to finish first."

4) When possible, offer choices that show the consequences of different options. This allows the other person to choose both the process and its impact.

For example, you can say, "That's a great idea. And there are different ways I can meet your request. We can use our existing supplies, which are free, or we can buy custom materials, which will cost $500. Which option would you prefer?"

5) Deal with complaints by asking the other person to describe a fair settlement. You can say, "What do you want?" or "What would you consider a fair solution to this?" or "What would make you happy?"

6) A smile significantly affects how you sound. It also makes you more approachable. When you frown, other people hear anxiety, caution, fear, and rejection. A smile (or at least a pleasant expression) encourages open communication.

IAF Certified Professional Facilitator and author Steve Kaye works with leaders who want to be more effective. His innovative workshops have informed and inspired people nationwide. His facilitation produces results that people will support. Call 714-528-1300 or visit his web site for over 100 pages of valuable ideas. Sign up for his free newsletter at http://www.stevekaye.com

How to Say No

Rejection hurts. No one likes to give it or to... Read More

Computer Consulting 101 Hiring Tips (Part 1 of 2)

Does your business need the services of a computer consulting... Read More

Five Principles of Effective Communication

The problem with communication is the illusion that it has... Read More

Turning a Negative Employee Into a Positive Asset

Several years ago, I took over the supervision of a... Read More

What Your Employees Want You to Know (But You Might Be Afraid to Ask)

This is a challenge for every company owner and manager.... Read More

How to Get the Best from Outsourcing

There's a great little article ('Business Lifeforms') on... Read More

Hiring Productive Employees: A Checklist for Assessing Their Appeal

The characteristics of job applicants have a strong influence on... Read More

Top Ten Tips for Outstanding Customer Service

Remember the 80:20 rule? You may not get everything perfectly... Read More

Managing Motivation

"Without the chance to meaningfully participate in steering one's own... Read More

Travel the World - for Free!

I have been very fortunate to travel to several countries... Read More

Why Businesses Need to Start Nurturing Collective Wisdom

COLLECTIVE WISDOM CAN BE AN effective tool for solving the... Read More

Knowledge Mapping

This module focuses on the basics of Knowledge Mapping, its... Read More

I Cant Use This Approach Unless My Boss Does - Power, Accountability, and Consequences

People who work with us often struggle with this dilemma:... Read More

Leadership Skills Means Turnover is Not a Problem

"Ha!" you say. "For someone to make a statement like... Read More

Are You Prepared for a Disaster?

Yesterday I look at my calendar and saw that my... Read More

Five Steps to Successful Business Succession

The great majority of family businesses in North America are... Read More

Managing Dickheads

"We are so different and individualistic that we can't work... Read More

Forget The Sandwich Technique

Do you remember being told to use the "sandwich" technique... Read More

Saying ?No? Gracefully to Customers and Colleagues

Envision the scenario: You've just been asked at the last... Read More

Downsizing in Organisations - The Real Truth

I've met and worked with many people in all sectors... Read More

Ten Business Reasons Why Asking for Help Works

In fact, bringing your people - any of them -... Read More

Tales From the Corporate Frontlines: An Unexpected Benefit

This article relates to the Compensation and Benefits competency, commonly... Read More

The Power of Positive Communication

Communication is the key to your success at work, at... Read More

Identifying Potential in Ourselves and Others

If there is someone nearby as you read this look... Read More

Focus Leads To Nonprofit Success: Is Your Organization Rowing or Drifting

Picture yourself standing on the bank of a river watching... Read More