The development of technology has caused society to spend more time online, and this includes our communication channels. We no longer write letters, but rather emails. Text messages and WhatsApp have replaced phone calls and communication has become more frequent and instantaneous, yet more varied.  With each message sent, there is an opportunity for misunderstanding.

Effective communication is an essential part of any business’s success and improving relationships between employees, managers, teams, and customers, which in turn leads to greater trust, productivity, and efficiency.

Effective communication is difficult. It requires skill and effort to clarify one’s thoughts and feelings and then articulate those in a way that recipients will understand. This is especially important in the workplace, as effective communication is key to presenting and applying your knowledge and expertise in the workplace. Excellent communication skills are also critical for creating beneficial working relationships with your colleagues.

Developing your emotional intelligence can allow you to perceive and better understand the emotions of others. By understanding the emotions of your colleagues, you will communicate more confidently and more effectively, and build your working relationships, especially within a wider team.

Developing emotional Intelligence provides insight into your emotions and makes you aware of what you are feeling in any given situation. This is important because your emotions are linked to how you communicate.  Improving your emotional intelligence allows you to better manage your emotions, ensuring that when you communicate, you convey the correct message.

Emotional intelligence can help improve your communication skills by allowing you to stay calm under pressure, and ensuring that you stay in control of your emotions and how they affect the message you are creating. This enables you to react to situations effectively and to communicate appropriately with other team members to reach a feasible solution.

Ten steps for better communication

1. 1. Listen, listen, and listen. Really listen to what the other person is saying, instead of formulating your response. Show the person that they have your undivided attention and ask for clarification to avoid misunderstandings.
2. Whom you are addressing matters. Using informal language and acronyms may not be appropriate. Informal language may result in miscommunication. In addition, you cannot assume that the other person knows what the acronym means. Effective communicators customise their message based on whom they are speaking to.
3. Body language matters. Ninety percent of what you say comes from your body language and tone of voice. This is why face-to-face meetings and video conferencing are important. Ensure that you appear accessible and have open body language – show the person that you are paying attention.
4. Check your messages before you send them. Double-check what you have written to ensure that your words are communicating the intended message. If the message is particularly sensitive, leave it for a few hours and read it again to make sure that your tone is correct.
5. Be specific. For written and verbal communication, provide enough specific information for the other person to understand what you are trying to say. Avoid using unnecessary words in your response.
6. Take notes. You cannot always rely on your memory. Therefore, send a follow-up email to clarify your understanding of the conversation.
7. Sometimes a conversation is better. When you have a lot to say, things may be misinterpreted, and sometimes it is easier to communicate in a conversation where the other person can hear your tone.
8. Think before you speak. Do not just say the first thing that comes to mind. Take a moment and pay close attention to what you say and how you say it.
9. Treat everyone equally. Treat everyone with respect and do not talk down to anyone.
10. Maintain a cheerful outlook and smile. A cheerful outlook will shine through and will encourage the other person to respond positively to you.

Heidi Kilian

Head: Training Academy