Communicating: speak clearly, listen carefully

For my first post here on the Access Services Blog I am going to talk a little about a class I attended a few weeks ago called Managing Communication Successfully.

In case it’s not obvious the class was about improving ones communication skills. I quickly learned that improving my skills was not just about learning to speak better but also learning to listen better. There are two sides to communication: speaking and listening. During any given conversation we usually participate on both of those sides and should be aware of the barriers that may prevent clear communication.

A few Communication Barriers are:
Unclear message or instructions
Poor listening skills
Languages and cultures
Communication styles
Stress and emotions
Noise
Making assumptions
There are of course many more that we have all experienced.

The class did not just dwell on the problems of communication though. We also discussed constructive ways to improve our communication skills. Both speaking and listening.

Deliver clear messages.
Be succinct
Be specific
Be generous

Ask open questions that encourage longer answers.
Open question: What help do you need? (This prompts a dialog.)
Closed question: Do you need help? (This prompts a one word answer.)

Listen actively.
Face the speaker and make eye contact
Focus on the person’s words and non-verbal language
Ask questions related to what the speaker has been talking about
Empathize

Many of us working in public service positions don’t even think about how much our jobs are really about communication. From writing emails to coworkers to speaking directly with a patron to assist them we are participating in some form of communication every day. Being able to speak and listen well not only makes us good at our jobs it can also make our jobs easier.

(just for fun take an online test about your communication skills at: http://testyourself.psychtests.com/testid/2151)