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A/E Communication – A Diminishing Skill Set
Part 1
Introduction
Successful projects thrive on effective communication. The primary purpose of any service-oriented company, including design firms is to provide meaningful information and services to your clients. Effective communication is a key in reaching that objective. However, based on claims data, most claims against design firms are driven by poor communication skills. This trend is becoming dramatically worst with younger design professionals becoming more reliant communicating with smart phones and computers than through personal contact, further eroding communication capabilities. Failed communication negatively impacts the ability of understanding a clients needs and expectations, resulting in unsatisfied customers. This leads to lost revenue and business opportunities for your firm and the increased potential for claims and litigation.
Effective Listening
Paying attention and listening closely is the first step in effective communication. Concentrating on the words of the speaker and understanding their intent is the objective. Your focus should be on understanding the other person’s point of view. To be effective, you must remove any preconceived ideas or prior judgments. Clear your mind and listen not only to the actual words, but also for voice inflections and the thoughts and feelings they are conveying.
NOTE: A word of warning for you multi-taskers; turns off the cell phone and put it away. There is nothing more insulating, and demonstrating you have more important things to do when you respond to a text, email, or taking a phone call when meeting with others.
Effective Listening Tips:
- Find an appropriate meeting location to avoid distractions.
- Repeat what you think you have heard, and seek confirmation or clarification.
- Ask probing, open-ended questions.
- Take notes on key phrases and ideas; however focus on listening and
watching, not on note taking.
- Respond physically to the conversation by nodding, shaking your head, or
sitting up straighter after an important point.
- Allow the other person to complete the message and then comment.
- Don’t begin formulating your opinion or reply while the other person is still
speaking.
- Following your meeting, expand upon your notes to include important points
and information.
Verbal Communication
Effective spoken communication requires speaking with a clear concept, picking the proper words, and delivering them properly. A firm tone, changes in voice volume, body language, and eye contact is important for delivering your message effectively. The key speaking habits is 1) being aware of what you are saying and 2) what you are doing. Slow down, listen to yourself as you speak and watch for speech patterns and body movements.
Verbal Communication Tips:
- Be careful not to stretch out sentences – they will result in a boring delivery.
- Pauses can have a positive effect to drive home an important point.
- Increase rate will generate enthusiasm.
- Do not be too animated – could appear as unprofessional.
- Humor can be a helpful icebreaker if delivered properly
- Practice to yourself and listen with a critical ear.
- Avoid verbal crunches such as; “well, um, uh”, and, “you know”, which are
very noticeable and distracting to listeners.
- Proper grammar and pronunciations of words is key. Mispronunciations, poor
grammar are viewed as not being qualified and ineffective.
- Ask questions, “Has anyone seen this situation before?” or “Can anyone
provide other examples?”
- Be carful not to make a statement sound like a question. “That is the proper
method of handling this situation?”
- Avoid adding extra sentences, repeating yourself or providing unnecessary
explanation that will detract from your message.
NOTE: A/E Communication - A Diminishing Skill Set, Part 2 addressing "Written Communication Skills" will be sent out in March 2015.
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Thank you.
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