Communications Skills Refresher

The root cause of most relationship problems is a failure to effectively communicate. This is fairly common knowledge so why do we continue to have staff drama, upset clients and frustrated business owners? When we get busy we may decide we don’t have time for meetings or multi-task our way through the day. It may seem we get more things checked off our to-do list, but at what cost? Too often, it’s our relationships that suffer as we fail to have genuine two-way conversations. Keep reading for a refresher on the keys to better relationships through effective communication and a staff-training guide on using powerful communication tools.

As leaders we need to model and create a system in our business for effective communication. Your challenge is helping people communicate in difficult situations.

The first step is to identify the problem right away and start a conversation immediately. Avoiding and delaying the discussion causes emotions to fester. The longer we stew in our emotions the harder it is for both parties to converse and agree on a solution.

It may help to refresh your team on three key aspects for effective conversations:

1. Set a clear intention or goal
2. Show respect
3. Acknowledge feelings

Know what you want as the outcome of the conversation and keep the thought in mind throughout he conversation. You want to retain and keep clients and staff loyal to your business. Remember this goal is more important than who is right or proving a point.

The golden rule is a great guide to ensure you show respect throughout the conversation. Treat people the way you would want them to treat you. This applies to the words you use, your tone, body posture, eye contact and attention paid to the other person. Be 100% present and attentive during difficult conversations.

We all have feelings and they are never right or wrong, they are what they are. It’s crucial that we recognize feelings and allow people to work through their emotions first. Once feelings are acknowledged and released we can think rationally, discuss facts and make decisions that everyone can support. A great phrase to share feelings in a productive way is:

“When you _________________ , I feel_____________________ , because ______________________ .”

An example using this phrase during a staff discussion:

“When you check your phone for more than a few seconds while on duty supervising dogs playing, I feel angry, because the safety of the dogs is at risk. We have discussed previously how it only takes a few seconds for encounters between dogs to escalate. I don’t think you mean to send this message, but I do wonder if the safety of the dogs is your priority.”

Now it’s time to listen and use the powerful communication skills that are outlined in this month’s bonus item (Powerful Communications Skills Guide). Continue the example conversation in a role-play to practice effective conversations. Focus on setting a goal for the conversation with both parties showing respect and acknowledging feelings during the dialogue. Together create a solution both parties agree to fully support going forward.

Your bonus item includes additional scenarios to practice communication skills. Great relationships are created through trust built one conversation at a time.

For additional resources, check out the links below.