Communications play a vital role in all business areas, everything from Business Development to Sales & Marketing. In business it is crucial and very important to have excellent communications skills. Lack of effective communications may lead to misunderstandings, lack of information, lower performance and more employee rotation. When managers cannot communicate with their employees there are always gaps and lower performance. The same is true when employees cannot communicate with their managers and supervisors, lack of trust will lead to lower performance too.

Ineffective communication is frustrating for employees and becomes a source of conflict and crisis. Managers that cannot communicate their ideas and demands properly will lead to employee’s inability to perform at their job. Employees will certainly communicate among each other and managers will be misunderstood and not followed.

There are many benefits of effective communication at the workplace. If a leader is able to express his or her ideas clearly, team members will know what is expected of them and consequently will perform at their jobs. Clear communication at the workplace ensures that team members and leaders understand each other and are more effective and efficient at what they do. Communications makes it clear of what is expected and how to get there. It is also a way of engaging in best practices and being more efficient.

Effective communication skills will provide a clear understanding of what is expected, what to do and when to do it. Communication increases performance, increases customer loyalty and profits. Only through clear communication an employee can understand the goals, the mission and the vision of a company.

Here are some tips for effective business communication

• Communication style has to be positive and effective.
• Employees should communicate challenges and problems to their supervisor in order for the company to take measures for turning problems into solutions.
• Problems should be communicated to both employees and managers.
• Companies should encourage effective communication all the time. By doing so employees will understand the importance of communication.
• Communication is a two-way process, employees should not only listen they should also have the chance and be encouraged to ask questions, discuss, and express their own ideas.
• Feedback is an essential part of an organization’s performance. Share ideas, best practices and feedback with team members.

Effective communication will help companies increase productivity and help avoiding delays. Effective communication leads to an efficient style of management and to successful business practices.

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In conducting keynotes and workshops for managers and supervisors, I’m often asked about managing difficult employees. Here are some easy tips for exactly what to say, and what not to say in managing difficult employees…especially the insubordinate subordinate.

Let’s say, for example, that you have an insubordinate subordinate. This type of difficult employee, when you meet privately about a performance issue, defiantly remains silent. About halfway through the performance meeting you say to them, “So, what are your thoughts on everything we’ve discussed so far?” If they sit there with their arms folded, looking upset and not talking, you can document silence. Especially if you ask the difficult employee the question a couple of times and don’t get a response. It’s almost like they’re looking at you as if to say, “Are we done yet?!”

Another tip for managing difficult employees like this is to ask the question and wait 15 seconds for a response. If you don’t get one, ask the question a second time. Ask calmly. Don’t let them know they’re starting to rattle your cage and ruffle your feathers!

If you still don’t get a response from the difficult employee, ask the question a third time. If they still don’t respond, you can calmly reply, “You know, you’re beginning to exhibit career limiting behavior. I’d really like to get your feedback on everything we’ve discussed.” Document everything.

Make sure you don’t “slip” and accidentally say, “You’re beginning to exhibit career eliminating behavior!” You may know in your mind that’s the direction they’re heading in, but don’t tell them that! In managing difficult employees, you have to be so careful with everything you say, do, and put into writing.

Watch your tone of voice. In face-to-face communication, tone accounts for up to 38% of what a person believes about you. I have a friend who works from home talking with clients all day. One afternoon when she finished a business call, her little daughter replied, “Mommy, I like your client voice better than your mommy voice!”

So, yes, people pick up on not just your words, but your tone of voice. And, most importantly, your body language.

In managing difficult employees, it’s imperative to address the issue immediately. Otherwise, the other people working for you start to wonder why you’re not doing anything about it. It affects team morale. It affects your credibility.

Good luck!

Valuable employee communication strategies when dealing with insubordinate workers

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Colleen Kettenhofen is a motivational keynote speaker on managing people, effective leadership, difficult people and presentation skills. She is co-author of The Masters of Success, featured on NBC’s Today Show. Colleen has spoken in 47 states and six countries since 1995. For free articles, e-newsletter and video clips: www.ColleenSpeaks.com. Colleen is available for keynotes and seminars.

Featured post by Terry Kaufman from Your English Solutions

Communication is effective when a message is clear. As a communicator, you are responsible for the language you use. It is your job to be sure that people understand you. The obstacle is that native English speakers often assume that everyone speaks and understands English.

This assumption can be dangerous and unproductive when you communicate with non-native speakers. Poor communication with non-native speakers may create feelings of alienation, hostility, and resistance due to the ineffective use of English. Those feelings could create an unfavorable working environment.

Here are 7 rules for a successful communication approach when you interact with non-native English speakers

1. Never assume that non-native English speakers understand and speak English. Do not presume that they are capable of using English as fluently as native English speakers. Address differences in language and communication difficulties to create a communication-friendly environment.
2. Show non-native speakers that you are making an effort to speak their language. You do not have to be fluent in the language they speak. Try to learn important words and expressions to make a positive impression. If non-native speakers see that you are trying to speak their language, they will make an effort to speak your language.
3. Prepare differently. You cannot interact with a non-native speaker the same way you communicate with a native English speaker. Be aware of specific difficulties and prepare ahead of time. Before a conference call, meeting, or presentation, send a prepared written document to the non-native participants. Detail important items and action plans in clear and precise English.
4. Be creative. During a conference call, meeting, or presentation, it is important to improvise. Creativity is a key element in successful communication with non-native English speakers. Be attentive to their body language and non-verbal communication. Look for signs that they do not understand. If you sense that your message is not clear, be creative and use different words or sentence constructions. Do not hesitate to clarify by asking, “Is that clear” and “What questions do you have?”
5. Use a thesaurus. A thesaurus is the most useful tool a native English speaker can use with a non-native speaker. One vital element of effective communication is the ability to systematically use different words if one word is not clear. If there is a word that a non-native speaker has difficulty with, replace it with a synonym.
6. Keep a journal. Communicating with non-native English speakers is a learning process. It takes time to see which methods and techniques work effectively. If you write down your interactions, you can see the techniques that work and the problems to avoid.
7. Smile! A smile is universal and communicates more than words. When you are sincere, a smile represents patience, warmth, kindness, and empathy. Those are important qualities you must have when you communicate with non-native English speakers.

Terry Kaufman is an English Communications Consultant.  Y.E.S. gives native English speakers effective communication skills that are vital when communicating with their non-native English speaking counterparts. 

Featured post by Terry Kaufman from YourEnglishSuccess!

One day I went to HSBC to interview my customers and their non-native English speaking colleagues. I wanted to understand their communication case better and get greater insight into Anglophone and non-Anglophone interactions.

During one interview, I was amazed at how eloquently one individual, Mr. Boyer, clearly expressed the essence of Sustainable English:

“An environment is friendly when everyone understands the stakes, objectives, and viewpoints of others.”

As I was preparing my program and notes, I had originally defined it as:

An environment that is friendly towards non-native speakers – it consists of clear English, collaboration, and focus on mutual understanding.

Mr. Boyer expressed exactly what the communication-friendly environment has to offer, when it is implemented and fully operational.

Every native English speaker has the potential and ability to create his/her own personalized environment to accommodate non-native speakers.

Less frustration. More success.

Featured post by Terry Kaufman from Your English Solutions

Euphemisms replace offensive, difficult words with indirect, vague, and more tolerable expressions. The English language, similar to many other languages, has a rich collection of euphemisms. The communication danger exists when native English speakers use euphemisms with non-native English speakers.

I returned from Los Angeles on Monday because my grandfather had been in the hospital. He was 86 years old. My grandpa and I had a special relationship: He understood me and I understood him. It was a relationship that had love and respect.

Work and family were waiting for me when I returned to Paris. When I met with a French student (who has an advanced English level) on Wednesday, he asked me, “Terry, how was your trip to Los Angeles?”

It was difficult for me to answer. I did not feel comfortable. I replied, “My grandfather passed on.”

My student had a smile on his face and asked, “What did he pass on? A letter? Money? Presents for your children?”

I quickly realized that he had understood “pass on” to mean “transmit information” and “transfer possession of”.

I corrected my vague English and told him, “I am sorry I was not clear because I am not comfortable. In fact, my grandfather died.”

Non-native English speakers may have difficulty interpreting messages in euphemisms and idiomatic expressions. My absence of comfort created a difficult situation because I could not use the verb “die”.

My grandpa…bit the dust…kicked the bucket…bought the farm..met his maker…cashed in…departed…checked out…is resting in peace…is pushing up the daisies…is in a better place…danced his last dance…sprouted wings…got a one-way ticket…DIED.

This particular euphemism is one example of language that is not clear and precise. If I had been clear when I answered my student’s question, the situation would have been more comfortable. I had created a situation that was disturbing.

I learned an important lesson: Be clear and use language that is comprehensible. If you are vague and not precise, you may create situations that are unpleasant, hard, and oppressive.

In loving memory of Jacob Wilk, 1920-2007

Written by Terry Kaufman, English Communications Consultant

The Y.E.S. goal is to promote awareness and empathy when native English speakers communicate with non-native speakers. It provides a complete approach to effectively communicate with non-native speakers and consistency through solutions depending on the native speaker’s needs.

www.your-english-solutions.com
www.sustainable-english.com

Do you ever wonder “what to say” when you head off to a
networking event or a client meeting? Do you think it’s
easier to write an email rather than pick up the phone and
have a real conversation? Well you’re not alone. When we’re
busy working at our computers all day, generally alone,
it’s easy to lose the knack of easy conversation. Let’s
face it, the cat really isn’t that interested in what you
have to say. Take a few moments to read a few tips to get
talking again!

As a fan of the TV show The West Wing; I watched with
interest and amusement the “grooming” of the character Toby
Ziegler from Communications Director to White House Press
Secretary. In addressing the media his assistant constantly
reminded him to use the communication skills of wooing a
woman. To be “witty and seductive.”

In winning over our clients or the media perhaps we don’t
need to go that far but is does pay to put some
“personality” into your customer communication.

For many of us we’re busy constantly setting up
appointments, meeting new clients, networking and making
connections with a number of new people. We are engaged
with our personal and professional PR “communicating who
we are, what we do and how we make a difference.” Therefore
we need to ensure each meeting or contact counts.

Effective communication is important when building
relationships with clients, customers and the media. A
stimulating conversation or well-told story may be the most
interesting part of a meeting, presentation or media
interview. Even witty small talk with a potential client
can evolve into a new business deal or project. Here is a
few conversation pointers to keep in mind when meeting or
networking.

1. A good business introduction includes your first and
last name and the name of your company.

2. Always introduce yourself to those sitting next to you
at a business dinner. If possible, meet everyone at your
table before you sit down. Sit next to someone you don’t
know rather than someone you do know.

3. When introducing your guest or another person at a
function, mention both first and last names and perhaps an
interesting item of information about that person.

4. Before going to an event, business or social, be
prepared to discuss items of current interest including
books, films, television shows, or current events.

5. You can find your next conversation starter by reading
at least one daily newspaper, weekly news magazine, or
watching a morning news show.

6. Take the time to get to know others first. People don’t
care about you and what you do until they know you care
about them. Build relationships and trust first.

7. Beware of being a pushy promoter. We’re often so
passionate and excited about our business or latest project
that we talk too much and over sell ourselves.

8. Listen closely and think before you speak. Don’t
interrupt, let the other person finish their thought before
you give your opinion. Learn to do 80 percent of the
listening and just 20 percent of the talking.

9. Listen attentively, smile and make good eye contact.

10. Practice the five words that help create and maintain
small talk conversation Who, What, When, Where and Why to
form open-ended questions.

—————————————————-
Sue Currie, the director of Shine Communications
Consultancy and author of Apprentice to Business Ace – your
inside-out guide to personal branding, is a business
educator and speaker on personal branding through image and
media. Sign up for free monthly tips at
http://www.shinecomms.com.au/contactmanager/default.cfm
To learn more about how you can achieve recognition,
enhance your image and shine, visit
http://www.shinecomms.com.au

Featured post by Terry Kaufman from Your English Solutions

Based on a true story….
 
One day, I was waiting to meet a new customer. I was in an office and I heard two people who were speaking in the corridor. One man was French and the second man was American. (The American was my new customer.)
 
The two men were finalizing a meeting. I listened to the Frenchman. He had a good English level. I think he had an advanced intermediate level. As they were finalizing their meeting in the corridor, the American terminated the conversation with one sentence:

“Gimme a heads-up on the stuff.”

It was interesting when the Frenchman responded, “I will see with my boss and ask him.”
 
I interpreted that response as a message that said, “I do not understand.”
 
My new customer, at the time, did not read that remark as an absence of comprehension. He shook his French colleague’s hand and went into his office.
 
“Gimme a heads-up on the stuff” = Tell me when you receive more information
 
When a native English speaker communicates with a non-native speaker, it is easy to:

• Use English that is appropriate for native English speakers, but not appropriate for non-native speakers
• Suppose that the non-native speaker understands everything because he or she speaks well
• Not comprehend responses or body language that non-native speakers use to show that there is no comprehension

I think we can say that the French colleague was not sure about the end of the conversation. What exactly did the American want? Numbers? Names? Information? What “stuff”?

When a native English speaker communicates with a non-native speaker, it is important to:

• Presume that non-native English speakers do not understand you
• Be clear and precise about the information you want to communicate
• Give the non-native speaker an opportunity to clarify information and ask questions
• Repeat the sentence the non-native speaker says to be sure you understand the message or idea
• Be conscious of the language you use

This is one example that represents a danger that exists when a non-native speaker experiences a similar situation. The message, “Gimme a heads-up on the stuff” is abstract and not clear. Non-native English speakers cannot interpret the message that exists in idiomatic expressions that are common among native English speakers. If you use English that is not appropriate for non-native speakers, you could create negative stereotypes.
 
Language barriers are difficult to manage. If strong negative stereotypes exist, it is challenging to cultivate productive relationships.
 
Of course, “Gimme a heads-up on the stuff” is one extreme example of complicated language that native English speakers use. Consider more usual expressions:

• “Let me know” = Tell/Inform me….
• “I look forward to….” = It will be a pleasure to….
• “Hold on” = Be patient/Wait

The language you use with non-native speakers will influence the relationship you have with them. The idea is not to simplify your language to speak “English for stupid people”. Speak at a level that is appropriate for the non-native speaker you communicate with.
 
Cultivate relationships…do not destroy them with inappropriate language.

While working with a new coaching client, I asked to hear
her sound bite. Everyone needs a good sound bite. A sound
bite, sometimes also called an “elevator speech,” is a one
sentence commercial on what your company does, offers or
stands for. Use it when you meet someone new in business,
use it at networking meetings, and use it on the telephone
as part of your introductory calling script.

Here is the sound bite from my client: Client: We offer
complete marketing solutions. Wendy: (With eyes glazing
over…) Huh?

The idea behind the sound bite or elevator speech is to
communicate clearly, easily and effectively what you do and
why someone else should be interested in what you do.

I asked my client, if a friend asked her to explain what
she does, would the answer be “complete marketing
solutions”? Probably not. And there’s your litmus test. If
a phrase would make a friend think you’d suddenly lost your
mind, don’t use it in a conversation with a prospect! Most
likely, it sounds artificial and probably doesn’t actually
mean anything. That same phrase may be fine in writing, for
your brochure or web site, but it is not as effective in
spoken language, because written language and spoken
language are different.

These differences come into play when you are writing an
introductory calling script. Write your script down the way
that you speak. If your script is in written language, you
will sound phony. Real people do not speak with capital
letters at the start of sentences and periods at the end.
People actually speak more in phrases or fragments, with
pauses and the occasional “ah” or “um…” Write your
introductory calling script with no punctuation and no
capitalization. If there is a point that you particularly
wish to emphasize, underline or highlight it. It is
imperative that you sound real, so you may want to try
talking into a tape recorder, then playing it back and
writing down what you’ve said.

Try to stay “jargon-free.” Every industry has its own
jargon, but you must know and use jargon appropriately. If
your prospect does not understand your industry jargon,
then she will not understand you when you use it! Instead,
become conversant with your prospect’s industry
jargon-then, she will see you as an expert who understands
her industry and her issues and concerns.

When you are writing your script, keep in mind a particular
individual to whom you will be speaking. Picture this
person as a friend, as someone who is open and receptive to
what you have to say. Speak to that person as you would to
a friend, and not in formal business language taken from
your company brochure.

I have seen perfectly reasonable, articulate human beings
become stiff, formal and uncomfortable while trying to
speak in a manner they believe to be “businesslike.” They
use unwieldy phrases like “complete marketing solutions,”
because someone told them it sounds more professional. It
doesn’t. If no one understands what you are talking about,
no one will buy your product or service. Be yourself, and
speak as you would to a friend. Remember your litmus test:
Do not include anything in your introductory calling script
that would make a friend raise an eyebrow.

The very definition of an introductory call is that you are
talking to a stranger. You are telling your story to
someone who knows nothing about you, your company and your
product or service. You must be clear. For the ultimate
test, before you get on the telephone, try role-playing
your script with an eight- or nine-year-old. If that kid
does not understand what you are talking about-no one else
will either.

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Wendy Weiss, “The Queen of Cold Calling,” is a sales
trainer, author and sales coach who helps entrepreneurs,
business owners and sales professionals gain confidence,
reach more prospects, close more sales and make more money!
Pick up her free report, ‘How to Write an Effective Cold
Calling Script’  at http://www.queenofcoldcalling.com and
create a compelling script that grabs and holds your
prospect’s attention

Featured post by Terry Kaufman from Your English Solutions

Texas. A place where 31% of the population is Hispanic. A friend approached me one day with an interesting communication case:  
 
As a Real Estate manager, he is fluent in Spanish but the Hispanics in his county speak a particular dialect of Spanish…Tex-Mex. He does not understand Tex-Mex very well. The only way to communicate with his Hispanic clients and workers is in “broken” English. 
 
The difficulty is that the English he uses has Texan slang and complicated sentence constructions. For example, he would say to a worker, “Y’all work’in in that house over yonder?” To a client, he would say, “The estimated property value according to the Hall county appraisal district for this house is $39,500.” 
 
Say what?! What did he say? 
 
For a non-native speaker, if you remove the slang and use clear English the sentences are easier to understand: Are you working in that house (you show the house with your hand)? The price of this house is $39,500 (you write the price on a piece of paper and show it to the Hispanic client). 
 
Visual aids are vital in this communication case. Use paper and write important information. For example, show numbers and words. Images are also important to use. Take photos from magazines to help communicate words. Those are two examples of creative solutions that you can use to manage difficult situations.

Creativity is a necessary element of effective communication. When a non-native English speaker does not understand, the message or idea could be lost in frustration. In an ineffective communication exchange, the communicator (native English speaker) typically loses patience and the receiver (non-native speaker) may be afraid to ask for repetition and clarification.

If a communicator uses creativity as a communication tool, the chances for success are greater. 
 
Less frustration. More success.

Terry Kaufman is an English Communications Consultant.  Y.E.S. gives native English speakers effective communication skills that are vital when communicating with their non-native English speaking counterparts.  http://www.your-english-solutions.com/