#64 Are You the Squeaky Wheel II: Communication Skills

Dr. Taunya Lowe discussed the importance of results-driven strategies, leadership teams, and customer experiences in developing high-performing organizations. She also introduced EEVA Online's virtual assistants as a solution to help manage overwhelming email and administrative tasks, allowing individuals to focus on more important matters. Lastly, she began a discussion on tackling communication issues in the workplace, promising to provide practical exercises in the episode.

         

The Cost of Poor Communication in Workplaces

Dr. Taunya Lowe highlighted the significant impact of ineffective communication on workplace productivity and financial performance. He cited a report indicating that poor communication costs companies with 100 employees an average of $420,000 annually. The doctor emphasized the persistent nature of this issue, even with increased technology. However, he also noted that communication training and development could lead to a 19% increase in overall team performance, as indicated by a study in the Journal of Applied Psychology.

1. Active Listening Exercise: For everyone: Practice the "HEAR" technique:

• Halt: Stop what you're doing and give full attention.
• Engage: Make eye contact and show you're listening.
• Anticipate: Look forward to what the speaker will say.
• Replay: Summarize what you've heard to ensure understanding.

Try this in your next meeting or one-on-one conversation.

2. Feedback Sandwich for Leaders: When giving feedback, use the sandwich method:

• Start with a positive observation.
• Address the area for improvement.
• End with an encouraging statement or another positive point.

Example: "Your presentation was well-researched. I'd like to see more eye contact with the audience. Overall, your delivery is improving significantly."

3. "I" Statements for Team Members: When expressing concerns, use "I" statements to avoid sounding accusatory: Instead of: "You never listen to my ideas." Try: "I feel frustrated when I don't have the opportunity to share my ideas fully."

Practice crafting "I" statements about a current work situation.

4. Question Framing Exercise: For leaders: Instead of asking "Why didn't you finish the project?", try "What obstacles are preventing the project's completion?" For team members: Instead of saying "This won't work," ask "How can we modify this to achieve our goals?"

Practice reframing three common workplace questions or statements.

5. Empathy Mapping: Create an empathy map for a colleague or team member:

• What are they thinking and feeling?
• What are they seeing and hearing in their role?
• What are their pain points and potential gains?

This exercise can help both leaders and team members understand different perspectives.

6. Non-Verbal Communication Awareness: For one day, pay close attention to your non-verbal cues:

• Body posture
• Facial expressions
• Tone of voice
• Gestures

Reflect on how these might be perceived by others and adjust accordingly.

7. Clear Expectation Setting: Leaders: Use the SMART criteria (Specific, Measurable, Achievable, Relevant, Time-bound) to set clear expectations for a current project.

Team members: Write down your understanding of your role and responsibilities, then compare with your manager's view.

8. Appreciation Circle: In your next team meeting, have each person express genuine appreciation for another team member's recent contribution.
9. Conflict Resolution Role-Play: With a colleague, role-play a difficult conversation:

• Person A presents a concern
• Person B practices active listening and empathy
• Together, brainstorm solutions
• Switch roles and repeat

10. Communication Style Assessment: Take a communication style assessment (like DISC) and discuss the results with your team. Understanding different communication styles can greatly improve workplace interactions.

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Be sure and grab one or both of or award-winning books AND download our special gift for being a valuable listener: The 2024 Reading List for Leaders   

www.drtaunyalowe.com

Results Driven Playbook for Success: A Strategic Thinking Guide & Journal

Results Driven Organizations: The 4 Keys for a High-Performance Workplace

Free Gift from Dr. Taunya Download the 2024 Reading List for Leaders

Resources for those who want to delve deeper into this topic after our episode:

1.     The book "Crucial Conversations: Tools for Talking When Stakes are High" by Patterson, Grenny, McMillan, and Switzler.

2.     The Harvard Business Review article "The Science of Strong Business Writing" by Bill Birchard. https://www.hbsp.harvard.edu/product/R2104L-PDF-ENG

3.     The online course "Improving Communication Skills" on Coursera, offered by the University of Pennsylvania.Improving Communication Skills | Coursera