We all want to be understood. The professional world demands, even more than elsewhere, impeccable and clear communication, be it oral, written, para-verbal, etc. But how can we improve the impact of our personal communication in the workplace?
In the workplace, communication is essential and must be assertive. It takes all possible forms: oral (interviews, presentations, informal exchanges, etc.), written (e-mail, chat, etc.), face-to-face or remotely (Teams, Zoom, etc.).
Getting to know yourself better and knowing how to listen to others, learning the key points of written communication, managing your self-confidence and any stage fright, being aware of your non-verbal communication, knowing the basics for handling tricky situations - these are the main points that Sandrine Bertrand, an expert in communication and personal development, addresses in this article.
Listening to yourself and others for good personal communication
To be a good communicator, you first need to know yourself. Self-discovery is a never-ending process, as it follows the cycles of life and the constant changes it imposes on us. While it is impossible to know ourselves "completely", it is important to know "who we are". Knowing your stereotypes and prejudices and understanding your own way of working, so that you can step back when necessary, are all keys to knowing how to listen to others.
Knowing yourself then enables you to listen to others and adjust your own communication. These are the gateways to improving the impact of personal communication in the workplace. The concept of active listening is entirely oriented in this direction. It favours listening with neutrality, non-judgement and non-interpretation. By knowing how to listen and observe the other person carefully, you are better able to analyse and interpret people and situations more accurately. This helps you to better understand the person you are talking to and to limit misinterpretations.
- Training : active listening to enhance your communication
From verbal to non-verbal
When we communicate orally, we express ourselves through our verbal, para-verbal and non-verbal language. Verbal language covers the vocabulary and expressions we use. It is naturally complemented by para-verbal language: intonation, rhythm, flow of the voice, etc. It is estimated that verbal language and para-verbal language together account for 34% of the impact of a communication. The choice of words, which must be tailored to the person you are talking to, is therefore crucial. Being audible and having good elocution are all points to bear in mind. Working on your speaking skills is essential. Practising (ideally by recording yourself) reading texts aloud, varying intonation and rhythm, playing with silences and so on, can help a lot. This helps them get used to expressing themselves in different ways. And don't forget the famous "Archduchess's socks": articulating well helps you to speak more fluently and slows down the pace (which is often too fast when you're nervous).
The non-verbal, what you don't hear you feel the most
But if verbal and para-verbal have an impact of 34%, where are the remaining 66%? The answer lies in non-verbal language. Gestures, attitudes, facial expressions, looks... are all assets when it comes to communicating. The conclusion is unanimous: non-verbal language is very important in interactions. Taking care of your posture and the image you want to project is essential. Here, too, it is often useful to practise: by filming yourself, for example, or with the help of a kind-hearted colleague who will be able to point out what is not going well.
In a theatre, you have to look at the audience, work on your smile is important and "speaking with your body" often captivates. Practise and act at home. Never forget one thing: your body tells the truth! It expresses how you are and how you feel during your speech. Hence the importance of working on yourself if you're too nervous.
In remote communication situations, it is preferable to give priority to exchanges that are via a camera. This is so that you are fully aware of the other person's reactions and can adjust your behaviour accordingly. In the case of an exchange with a group, if you are "leading the dance", frame yourself at least below the chest, so that we can see your hands and arms accompanying your expressions. This will help you to be more effective in capturing and holding attention for longer.
Personal communication: a question of self-confidence?
Assertive communication in the workplace is fundamental to building good relationships and effective interactions. This means asserting yourself without being aggressive, not being self-effacing, knowing how to ask without being brutal or too authoritarian, managing your emotions, knowing your limits and respecting them, while respecting those of others. Visit self-confidence is a driving force behind assertiveness.
Depending on our culture and societal model, we are not necessarily well equipped to deal with this. "Boosting your mind, working on your breathing and letting go are all avenues to explore to potentially improve the situation. Everyone can learn to recognise, accept and tame their fears and stress, and transform them into positive energy. The key is to want to!
- training: assertiveness and assertiveness
Is written communication a risk?
Written communication is an effective way of keeping track of important information in business dealings, but there are as many advantages to it as there are points to bear in mind. The main media commonly used in business include
E-mail
To be at its best, an e-mail should be concisely written and have a precise subject. Be careful who you send it to! There's nothing more annoying than being copied on an e-mail that doesn't concern you: it's a sure-fire waste of time and distracts your concentration. If you have a lot of information to send, put it in an attachment instead. Finally, be careful with your choice of words! The most important risk with this method of communication is misinterpretation.
The chat
Very useful for rapid, instantaneous and often more informal exchanges than e-mail, chat has carved out a place for itself in today's professional landscape. It's also a great way of communicating in a lighter, more relaxed way.
- training: improve your professional writing
Managing a delicate situation
In any case, poor communication can lead to a delicate situation. It's important to remember that verbal violence is counter-productive and only makes things worse. To manage this type of situation as effectively as possible, a few basic rules are recommended:
- listen before you react ;
- resist the temptation to respond to personal threats or attacks ;
- managing emotions, taking a step back, remaining calm and caring ;
- understand other people's emotions (very often, threat = fear of the other person/aggressiveness = lack of self-confidence or pain/refusal = they want something else, etc.);
- first understand what the other person means before trying to make yourself understood;
- use factual arguments;
- reformulate ;
- finding a consensus, getting a 'yes' vote...
As you will have realised, good communication is an art! Throughout our lives, we can optimise our abilities in this area. There are a number of training courses available to help you improve your potential. Don't hesitate, because training means learning and growing!
