Have you ever wondered what really sets great communicators apart in the workplace? It might be easier than you think to sharpen your own skills. While technical qualifications are important, employers are increasingly looking for personal qualities—known as “soft skills”—that help teams work effectively together. Improving your communication skills can make a big difference in how you connect with colleagues and customers.
A recent government employer skills survey found that 70% of skill shortage vacancies are partly due to a lack of people and personal skills, with communication being among the most sought-after skills. So, how can you become a better communicator and strengthen connections with colleagues or customers? We gathered some expert advice.
Keep it Clear
If you’ve ever found yourself saying “I shouldn’t have to tell you this” or “this goes without saying” then you may have a problem with clarity of communication. Author and people skills expert Vanessa Van Edwards says we all have a bias towards thinking we’ve provided enough information to listeners, even when we haven’t.
Many of us “undersignal” our intentions accordingly and fail to be explicit enough. “Overcoming the bias requires initiating straightforward clear signalling,” she says. “If someone did a great job on a project, tell them. If someone is making you uncomfortable, tell them!”
Plan Ahead
Like any professional activity, communication is likely to benefit from preparation. If you’ve thought about what you want to say in advance, you’ll be able to anticipate potential misunderstandings, gather examples and evidence to support your points, and ensure your message is clear.
“Before entering into any conversation, brainstorm potential questions, requests for additional information or clarification, and disagreements so you are ready to address them calmly and clearly,” suggests Mary Sharp Emerson at Harvard’s Division of Continuing Education.
So, next time you’re preparing for a meeting, try writing down key points and possible questions to boost your confidence.
Mind Your Tone
Your tone can make or break communication. If you want to understand the power that tone can hold in communication, you’ve only got to look at the profession where the ‘bedside manner’ is key: medicine. Studies show that a doctor’s tone can lead to measurable improvements in a patient’s health.
“It’s more than just being nice,” says Harvard Medical School’s Elizabeth Gaufberg. “Patients show better diabetes control, for example, if their doctors are more empathetic.” Gaufberg recommends reading others’ body language and adjusting your tone, which can help build trust and get better results.
Watch your body language
Authors Allan and Barbara Pease analysed thousands of sales interviews and negotiations and found that 60 to 80% of the impact made around the negotiating table is down to body language and other forms of non-verbal communication, not simply the words we speak.
They discovered that, in telephone negotiations, the stronger argument often wins, but in face-to-face interactions, it’s the impression you make with your presence and body language that can tip the scales.
For instance, they suggest that nodding regularly in groups of three nods leads to people talking for three or four times longer than they would normally speak – a useful way to make people feel you’re interested in them. And try to avoid speaking faster than the other person, they suggest – it can make them feel pressured.
Adapt to Your Audience
Great communicators know how to tailor their message to suit different audiences. Whether you’re speaking to a colleague, customer, or a group of senior managers, adjusting your language, tone, and level of detail is key to ensuring your message is well-received.
Communications expert Nick Morgan suggests paying attention to the background, needs, and expectations of your audience. “If you’re talking to someone who prefers detailed data, focus on specifics. If they’re more focused on big-picture thinking, highlight the overall impact,” Morgan advises. Understanding your audience will help you frame your message in a way that resonates with them.
Listen Actively
Communication is a two-way street, and listening is often more important than talking. Virgin Group founder Sir Richard Branson shares that he lives by his father’s advice: “Listen more than you talk.”
He adds that all the most successful entrepreneurs have excellent listening skills in common. “Whether it is an attendant on a train, an engineer beneath a spaceship, or a customer service rep at a computer, I am endlessly surprised by what new and useful information I can gather just by keeping my ears open,” Sir Richard says.
It is widely recognised that improving your communication skills can make a significant impact on your professional success. Great communicators develop their skills through practice, preparation, and a genuine effort to connect with others. By keeping your message clear, planning ahead, minding your tone and body language, adapting to your audience, and listening actively, you can set yourself apart in the workplace and build stronger relationships with colleagues and customers alike.
Happy communicating!
