50minutes - Effective Communication at Work: Say what you mean and get what you want

All communication involves three main components: an emitter, a message and a receiver. Taking this classic outline as our starting point, we will examine the essential characteristics of exchanges between colleagues, teams and managers.

The components given as examples above are not exhaustive but can remind you of colleagues or situations that you have experienced. In order for your messages to be heard and understood, speaking is not enough: you must communicate, which means connecting with the other person. During these interpersonal exchanges, which are also called transactions by Eric Berne (American psychiatrist, founder of transactional analysis, 1910-1970), we create interchangeable roles. According to this specialist, we all answer to three ego-states - the Parent, Adult and Child states and juggle between them based on our exchanges and the position that the other person adopts. Furthermore, speakers can change their role during a conversation, depending on their emotions and the subject being raised.

The success of our communication does not only depend on words (written or spoken): nonverbal language also plays a significant part. According to Albert Mehrabian (psychology professor, born in 1939), it even seems that this latter type is the most communicative:

You must be aware of the components that make up nonverbal language in order to control the information that you transmit.

Image coaching

Image coaching is a fashionable practice, notably thanks to makeover television programmes. It helps you to galvanise your appearance and assert yourself by choosing an outfit that suits your body type, your complexion and your personality. The image that you portray is as important as what you say. Feeling happy in your body will help you to be confident in yourself, which will lead to a certain ease when you express yourself.

Even if it only represents 7% of our communication, verbal language is the basis of the Adults information, if we use Bernes model. By depending on objective information, your communication will be clearer. To converse effectively, pay attention to the following tips:

• Communicating is about being committed and getting involved. Express yourself by starting your sentences with I: I think, I suggest, I propose, etc. You will thus express your feelings and ideas without incriminating others or relying on rumours. For example, say I am overwhelmed rather than You do not pay attention to my workload.
• If you do not understand something, ask for clarification immediately rather than allowing doubts or misunderstandings to linger.
• The most advanced technology does not necessarily improve communication. You should therefore be careful with your emails and professional writing when you communicate. Use the appropriate greetings, be brief and precise, etc.
• Impose yourself when it is necessary. If somebody cuts you off, do not hesitate to ask them why they are interrupting you and point out to them that you were in the middle of speaking.
• Similarly, when somebody addresses you, listen attentively without cutting them off and stay focused.
• Adapt your vocabulary so that the person you are speaking to understands your words.

Good internal communication is the basis for all success at work. Among other things, it serves to:

• ensure that objectives and instructions are understood;
• unite employees on a project;
• get employees involved and participating in the companys culture;
• motivate employees;
• resolve conflicts;
• ensure balanced and pleasant relationships;
• create a friendly atmosphere.

Formal communication is used for all official exchanges among individuals in a company. These can be:

• Professional writings, such as emails, notices or meeting reports which, with time and new technologies, can vary widely. We can thus see the forward-looking nature of companies that favour electronic messages over paper communications. Others, however, have not yet invested in a computer system and prefer printed versions.