In the workplace there are always certain objectives that must be fulfilled – placing an order, getting information, giving instructions – the list is endless. Within this sphere, each individual needs to get his or her job done efficiently to produce results. Learning to communicate effectively can enhance an individual’s performance, fulfill his or her objectives, and get the results he or she wants.
The Communication Process
Technology has fundamentally influenced the speed and quality of modern day communication; however, the basics of the communication process remain in place:
- The sender has an idea
- The sender “encodes” that idea in the medium of their choice
- The sender transmits the message
- The receiver gets the message
- The receiver “decodes” the message
- The receiver sends feedback
Communication can be verbal (voicemails, meetings, emails, reports) or non-verbal (facial expressions, body language, personal appearance and vocal characteristics). In order to ensure that the message is received correctly whatever the mode of communication, and that it gets the desired response, the sender needs to ensure that he or she creates a clear, effective message.
The Process of Effective Communication
According to Lilita Rodman (2005), in most professions, individuals can expect to spend as much as 20% of the time writing, and in some cases up to 50%. With so much business done by email, this number can increase dramatically. Individuals can spend less time exchanging emails and get better results, using the following guidelines:
- Before writing anything, he or she should set a clear objective for the communication. What is the purpose of the email? To share information? Make a request? Clarity is important.
- Before writing the email, analyse the audience, i.e. the receiver. What information will they need in order to produce the desired outcome?
- The objective then becomes the central point of the message.
- In written communication, the paragraphs become the reader’s how, what, when, where, why. It is essential that all relevant information is included to ensure that the reader understands the message and will respond accordingly.
- Content of the email should be organised logically - each paragraph should start with the main idea/main point of that paragraph first so that the reader doesn’t have to guess or search. Follow with supporting details, but only those that are most relevant.
- Use a clear beginning, middle, end structure - don’t trail off or end the email unexpectedly.
- Use relevant language – avoid jargon and “big words” – these can actually reduce credibility.
- Be clear and concise throughout, focusing on the reader and his or her needs.
- Edit and proofread the email carefully before sending – don’t let the speed of technology become an excuse for a hastily, badly written message riddled with spelling errors.
Reader Access Techniques
Along with a succinct, well thought out message, there are some design tricks that can help create a more focussed email. The use of white space, short paragraphs, graphics, bulleted lists, informative subject lines, and headings and subheadings can all help clarify the message and create a more effective correspondence.
Many of these principles apply not only to written communication, but in face to face interactions too. Following these effective business communication guidelines can help streamline communications, cut down on unnecessary emails and get the desired response from the reader – ultimately helping achieve the desired objective.
Geraldine Eliot - Originally from Cape Town, South Africa, I now live in Vancouver, Canada (and am still not quite used to the change in temperature). I ...
