Connect
- Establish rapport with people
- Pay attention to people’s facial expressions, body language, and tone of voice.
- See things from the other person’s point of view.
- Adjust your communication style to match theirs.
- Avoid criticizing, making negative judgments, or saying that the other person is wrong.
- Show interest in the other person’s interests and concerns.
Listen
- Encourage people to talk.
- Show your willingness to listen. Minimize distractions. Attend to the other person with your whole body (your body language, eyes, facial expressions).
- Nod your head and give verbal cues to communicate that you are paying attention.
- Ask open-ended questions.
- Listen to what people are trying to communicate, not just to what they are saying.
- Listen to their emotions.
- Listen also to what they want.
- Check to make sure you understand. Use your own words to reflect what you have heard and noticed.
Communicate
- Speak with sincerity and conviction.
- Be sensitive to other people’s communication style.
- Know what you want to accomplish. Do you want people to understand your position? Lend their support? Approve your request?
- Listen at least as much as you talk.
- Attune what you say with how you say it. Keep your message fitting with your tone of voice, facial expression, and body language.
Speak
- Project confidence.
- Connect with your audience.
- Know what you want to accomplish. Do you want people to understand your position? Lend their support? Approve your request?
- Keep it short and simple. Most communication can accomplish only one objective, develop three main points, and hold people’s attention only so long.
- Ask for feedback; was the message understood.
