Every day, in many ways, we communicate with other people. Sometimes it is verbally, other times it is through the written word, and we even do it non-verbally through what we call body language. For that matter, we can use images to communicate, and even a scent can carry a message. If we expect to get our point, our message, our meaning across, it is important that we have good communication skills.
In order to work in an office, function at school or interact with people in any situation, communication is needed. Let us say that you are an engineer, and you have designed a new two hundred unit residential development. Well, to get approval to build that project, there are forms to fill out and permits to obtain.
You will need to fill in applications and probably write some sort of report to outline exactly what you intend to do. Maybe there is a swamp nearby, a beautiful pristine wetland that is home to endangered animals. If that's the case, people may protest your project; you may have to go before a city council or into court to argue that you should be allowed to build it. To do so, you will need to write up a clear, concise and easy to read report explaining every aspect of the development.
If a hearing is held, then you will probably have to get up in front of a crowd of people - some of them hostile - and verbally explain what you are planning, and answer questions. If you have pictures or computer graphics, and can show that your project will not hurt the environment, you will have a good chance of being approved.
On the other hand, perhaps you are engaged in something more mundane, like buying a car, or maybe a house. You will need to present yourself as speaking clearly, knowledgeably and with confidence. Here is where the ability to judge a person's attitude comes in very handy. If you are negotiating with a car salesperson, or a realtor or homeowner, and you ask a question that is something they do not want to answer, they may give off a subtle signal. A slight twitch of the eyebrow or the corner of their mouth; maybe they look down before answering. It can be any one of a number of things. The point is, it can be a signal to you that something is not as it seems.
On the flip side, if you are the salesperson, you will want to be able to speak or communicate in a way that answers a question, but does not leave you open to suspicion. A classic example is the old question about a house: "Does the roof leak?" And you reply: "Only when it rains". That kind of answer will sink your efforts at a sale. So, you have to learn how to put a positive spin on what you say or write. A house is not:"in the city," it is: "conveniently located to the vibrant downtown district."
When dealing with issues in your personal life, good communication is vital. If you are in a relationship with someone, communication is what keeps the relationship alive! More important than agreeing on everything is just the fact that you can talk, write, even IM each other and respect each other's views. As a relationship deepens and expands, children may come into the picture. Once you are a parent, you face the difficult task of (eventually) trying to communicate with a teenager. Shudder! A sub-species of humans that often communicates via grunts and head shakes - at least to adults.
If you are intent on convincing your son / daughter to not smoke, not do drugs, not drink etc. then very good communication skills are vital. And, you cannot only use the verbal skills. Teenagers are experts are tuning their parents' voices out. They have been hearing them since childhood, they can do it. You want to keep your teen from drinking and driving, talking is not enough. A pile of newspaper articles showing the horrid aftermaths of many such instances speaks volumes. There is the old saying: "A picture paints a thousand words." Keep that one in mind, especially in dealing with teens on many issues.
So, whether in work, in your dealings with life, or in your personal life; the importance of communications skills cannot be underestimated.
In the event of a crisis or a disaster, and if you happen to be the manager of a company facing that crisis or disaster, it's best to be mentally prepared. Crises can happen any time. Just like they can in our personal lives. And like our own individual preparedness for disaster, a good manager should be prepared to handle an internal or external crisis effectively. To help counter the bad taste a mistake or disaster may leave in the mouths of clients, the best approach for dealing with the situation is to explain things calmly and with authenticity.
When a mine owned by Murray Energy Corporation collapsed, CEO Robert Murray rushed to a private jet to the scene as soon as he heard of the collapse, appearing at the disaster within hours. He took command of the rescue operation. He provided the media with constant updates. He responded to the crisis with excellent textbook public relations. The presence of the concerned CEO at the scene has been crucial ever since the Valdez , Alaska oil spill in1989 ? one of history's worst environmental disasters -- when Exxon's CEO took far too long to appear on the scene, thereby intensifying public anger at the company.
So Murray was ahead of the game and ready for the next step when he appeared at the site of the mine collapse. But soon after, his crisis communication broke down. He denounced the media and blamed union organizers for suggesting that the dangerous practice of "retreat mining" had led to the collapse. He erroneously blamed an earthquake (tremors actually caused by the mine collapse) and blasted environmentalists for their crusade against global warming, calling it an affront to the coal industry and to the American economy. Suddenly, although he was physically there, he didn't appear "there" for the trapped miners or their families. Then, after three rescuers were killed in a cave-in, he seemingly disappeared from the scene altogether.
Despite all these negatives, Murray ?s actions were noted in a positive vein by one writer who described his candor and refreshing authenticity. In Shades of Gray, a public relations blog by David Murray (no relation), he writes that "Despite [ Murray ?s] occasional moments of near-insanity, I suspect he's better liked by the general public than he would be if he'd gone by the crisis communication book." Because of his authentic approach.
The Murray example shows that, in times of crisis, spokespeople (especially CEOs) should trust in the redeeming power of honesty and authenticity in the actions they take. The public will immediately empathize with the leader who bravely steps up and takes charge at the scene of a disaster. Those waiting for action and a solution will feel cared for and relieved. Forgiveness for the leader's other faults will come naturally and readily toward that person as long as they feel the spokesperson is being truthful.
Mistakes can be made, but can also be recovered from, especially if they're honest ones. But once credibility comes into question, once authority is compromised, there's a steep climb uphill before we're able to regain people's trust. Stumble and fall but be real. Tell the truth, at least the way you see it. Even if you're wrong, at least it's your opinion, and people will be able to feel your authenticity and understand your good intentions. Truly confident people (who know themselves and are willing to be seen as vulnerable and imperfect) project a rock-solid belief in themselves. "Yes, I made a mistake in this case but I still believe in myself." So then others will believe in you, too.
You can't force authenticity, especially in the corporate world, according to Don Tapscott, author of The Naked Corporation, a book about corporate transparency. Given the public's distrust of corporations today, it's more important than ever for CEOs in particular to operate authentically when facing a crisis. It's pretty easy to see through a flimflam spokesperson ? one with the gift of gab but lacking sincerity. Tapscott explains through several examples how corporate flimflam is not the way to go: Diebold, for one, insisting its voting machines were unhackable until someone posted a video of himself rigging a mock election on them; Microsoft, for another, offering to pay people to improve on the company's Wikipedia entry. And more.
In today's electronic age, it's more of a challenge for corporations or for anyone to get away with something. Don't even try. Be authentic. Authenticity is the only way to operate in today's world, particularly in a critical situation. Face a crisis or a disaster by revealing yourself through both confidence and vulnerability. The willingness to be up-front, to be vulnerable, to show your warts can go a long way toward showing that you mean it ? that you're facing the situation in an authentic way, and ultimately inspiring trust.
Both Peter Murphy & Terry Gault are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.
Peter Murphy has sinced written about articles on various topics from Modelling, Marketing and Web Development. Peter Murphy is a peak performance expert. He recently produced a very popular free report: 10 Simple Steps to Developing Communication Confidence. Apply now because it is available only at:. Peter Murphy's top article generates over 90500 views. to your Favourites.
Terry Gault has sinced written about articles on various topics from Public Speaking, Marketing and Communications. Terry Gault trains and coaches business professionals in the art of communication and presentation through our experiential methodology. Since 1990, The Henderson Group has helped Fortune 500 companies worldwide improve employee productivity and business. Terry Gault's top article generates over 2400 views. to your Favourites.