Communication skills of managers Communication is a process in which the sender and receiver of information interact with each other through information. Therefore, communication is first of all the sending of the information sender and the understanding of the information receiver. If the communicator does not know much about the knowledge necessary to understand the information, communication cannot be carried out. Interpersonal communication is always carried out by communicators in order to achieve a certain purpose and meet a certain need. The core of communication is systematic thinking. When people communicate, they must fully consider the characteristics of communication content, communication strategies and forms of both parties in order to achieve their goals. In order to improve the effectiveness of communication, efforts can be made in the following aspects.
1. Improve expression ability
Good presentation skills are the basis of communication and cooperation. Expression ability refers to the ability to use words, phrases, sentences and paragraphs in oral language (speech, speech and report) and written language (answering questions and writing articles). When managers communicate with people and organizations, the first problem is to express clearly what they want to say, do and do, so that the other party can understand. Strong expressive ability can not only accurately and comprehensively express the intentions of superiors and the feelings of managers, but also give people a good impression and enhance the cohesion of the team.
According to the research, in order to achieve more effective communication, we need to pay attention to the following specific issues:
(1) Use more words and expressions that are easily accepted by the other party emotionally, use more declarative language to express your views, and avoid critical and challenging words and expressions.
(2) Use as many numbers as possible. When you speak with more numbers, your language will be more vivid and convincing, and you will be more confident.
(3) In non-professional conversation, avoid using professional terms, and use appropriate words that are easy to understand.
(4) Try to use short sentences. Long sentences make people feel cumbersome and are not conducive to communication.
(5) Speak with clear goals, just like walking, and make directional choices. Choice? It will help you avoid rambling in your speech.
(6) Be clear about the person in communication to avoid being misunderstood by the receiver.
(7) Say more powerful words. If you have the power, you can speak directly. If you have, you can do it. If you can't, you can't. For example, you'd better not say? I think I want to, but I should try to talk? I think this is where your words are powerful.
Improve the expression ability, focusing on strengthening the following aspects of exercise:
(1) Say more and be effective? Say? We must first be clear about what we want to express. Unless we have a clear purpose in mind, it is difficult for us to organize language. To be prepared, planned and organized to speak, or to introduce or speak, to speak well and brilliantly, we must be fully prepared, and this preparation process and the actual speech process are also the process of practicing language expression.
(2) Write more, is it effective? Write? We should tell readers the purpose of something concisely, and at the same time clearly show what we want readers to do, think and feel. As a manager, I have developed the habit of writing more on weekdays, recording my daily observations and experiences in various forms, processing and sorting out my thoughts regularly, and improving my writing ability over time.
(3) Listening more is to listen to other people's ways of speaking when communicating with others, and learn their good speaking skills from them, so as to improve their language expression ability and prepare for speaking more. You can watch more consulting and interview programs, so that you can learn other people's conversation skills better.
(4) Learn some new languages. In daily work and study, we can often learn and absorb some new languages, which can better enrich our own language vocabulary.
(5) training judgment. This ability is very important for language. When talking with people, if you make a mistake in judgment, you may make an answer with the opposite meaning, which may easily lead to unnecessary misunderstanding.
2. Pay attention to feedback means
Feedback is an important part of communication. Without feedback, managers can't know whether the information has been delivered to the recipients and how much has been received. Good feedback has three characteristics: first, the meaning is clear. Make a concrete, true and positive description to avoid ambiguity. The second is empathy. Try to understand each other's purpose and put yourself in each other's shoes. The third is to actively explore. Avoid asking? Why? Type a problems prevent defensive reactions. Managers can ask directly or indirectly? Testing? Subordinates, confirm whether they fully understand the information, so as to adjust the presentation mode in time and let the recipients better understand the information.
Managers can use the following sentences to encourage feedback as much as possible, such as? Can you give me some guidance so that I can make a new plan? 、? What do you think are the characteristics of a good plan? 、 ? I think? What's your opinion? 、? Yes, please continue! ? 、? You told me something worth thinking about in the world. Do you have any other ideas? Wait a minute. Under such encouragement, recipients are generally willing to express feedback information, and managers can learn from it and adjust their expression in time. Of course, feedback is not necessarily a verbal expression, but also a nonverbal expression. It can be seen from each other's movements and expressions that this kind of feedback is sometimes more reliable, because they are talking to themselves subconsciously.
Effective feedback is the responsibility of both parties to communication, which can benefit both parties and is an important guarantee for effective communication. In order to give feedback, we should pay attention to the following points in the feedback process:
(1) feedback should be active, and you can't ask before. If you can say something like this in the conversation: I don't know if I understand you. What do you mean? . ?
(2) The feedback should be specific and accurate, and focus on the key points.
(3) In order to get more effective feedback, it is best to use oral feedback.
(4) In order to make the feedback more accurate, we should try to use written feedback if possible.
(5) Pay attention to the timing of feedback. If there are abnormal conditions and persistent adverse reactions.
Listen actively
Listening means listening carefully to the other person's speech and trying to understand what he has heard. Listening is a necessary part of effective communication, so as to reach the same idea and smooth feelings. Active listening is a very good way to respond, which can not only encourage the other person to continue talking, but also ensure that you understand what the other person is saying. To use this skill skillfully, you must first know what happens when others talk to you. Active listening means telling the other person your understanding of his information. In this way, the sender of the information will know that you are listening attentively, and the impression you have will be further confirmed or clarified. There are many unsatisfactory communication results, all because we are not good at listening.
According to a study, how much time do managers spend on communication every day? Listen. 45%, although people spend a lot of time listening, but the efficiency is not high, in a 10 minute conversation, the efficiency is only about 25%. We must improve the efficiency of listening, from being beautiful to active listening, and pay attention to the following points when listening:
(1) Grasp the main idea and don't be attracted by individual details. People who are good at listening always pay attention to analyzing what is primary and what is secondary, so as to grasp the main meaning behind the facts and avoid misunderstanding.
(2) Try to make communication easier, make the other party feel comfortable, eliminate tension, fully express their views and say what they want to say.
(3) Use action language to show your strong interest in the other person's conversation, such as leaning forward to show your interest in the conversation. Respond to the speaker with head movements and rich facial expressions.
(4) Eliminate external interference as much as possible and avoid actions and gestures that distract the other party's attention. For example, when the other person is talking, don't walk around easily and do something irrelevant.
(5) Observe each other's feelings. A person's feelings often guide his behavior more than his thoughts. The less he pays attention to the true face of people's feelings, the less he will communicate with each other. Observing feelings is to repeat the feelings behind the other person's words, indicating acceptance and understanding of his feelings, which sometimes produces quite good results.
(6) Don't argue and criticize with the other party immediately.
(7) Want? Answer your question? This means that you are communicating with others.
4. Communication should vary from person to person.
Distinguish between different objects when transmitting information. On the one hand, it refers to the purpose of transmitting information, on the other hand, it refers to the confidentiality of information transmission. The sender must fully consider the psychological characteristics and knowledge background of the receiver and adjust his way of speaking, wording or behavior accordingly. It is necessary to study the different needs of different objects, track the sight of information recipients, ensure the quality of information transmission, and reduce ineffective labor. If you have a good idea, but it is not accepted or adopted, then you must try to convince the other party. The biggest factor of persuasion is to use persuasion methods differently from person to person. Simply put, it is because of the right words. If no matter who the other party is, we use the same method to persuade, it will be difficult to achieve our goal smoothly. Because for some people, you just need to explain the general meaning, while for others, you need to be emotional and rational. If you want to convince others, you must use all kinds of words and deeds skillfully. You must also have knowledge and experience in order to properly choose persuasion methods for people. Therefore, in order to have this persuasion ability, as a manager, you have to go through various experiences to increase your knowledge.
5. Pay attention to nonverbal prompts
People communicate not only by what to say and how to say it, but also by gestures, facial expressions, touching and so on. American communication scientist Albert Merabian once put forward a formula:
Full expression of information =7% intonation +38% pronunciation +55% body language. If we can master nonverbal information and use it consciously, we will greatly overcome some obstacles in language communication and improve efficiency.
In face-to-face communication, managers should give each other appropriate nonverbal hints such as expressions, actions and attitudes, and make them match the information to be expressed. Like eye contact, flirting? 、? Make eyes at each other? Idioms vividly illustrate the important role of eyes in people's emotional communication. Easy conversation should be smiling, and serious topics should be serious, otherwise the inconsistency between verbal information and non-verbal information will affect the communication effect. If a boss tells you that he wants to know your difficulties, but when you want to tell him, he is browsing his email. What is your ideal? In Japan, department stores have specific standards for employees to bow: bow 30 degrees when welcoming customers, bow 45 degrees when accompanying customers to buy goods, and bow 45 degrees when leaving customers. Non-verbal information is a window to reveal the inner world of both parties. A successful communicator must know how to distinguish the meaning of nonverbal information and make full use of it to improve communication efficiency. This requires managers to always pay attention to the details of face-to-face conversation when communicating, and can't think that this is? Insect carving skills? Ignore it. In fact, many people fail to communicate because they don't grasp nonverbal information.