Decide what it is you would like to happen as a result of
communication, but keep the mind open to new ideas that may
Believe that everyone can win and
constantly seek mutual
in all business interactions. Avoid
offensive or battlefield metaphors that reinforce a win-lose rather
Concentrate on the speaker's message and keep an open mind. Don't
listening if you hear something
that you disagree with. Rephrase the key points to ensure you
understand: "If I understand you correctly, you mean that..."
Give people time to digest a new idea.
and new courses of action, even if the ideas are good for them. "Don't
"win" the first time. Your first job is just to start the
that include employees from
different areas and encourage
contributions. Encourage questions and respond to all queries.
Convey bad news as well as good. Don't be afraid to talk about
but create feeling that
failures are steps to success
and part of organizational life. Distinguish between
noble and stupid failures. The only true failures are mistakes
that are made over and over without learning from them.
If a promise is made or an agreement reached, follow it up with
even if the action ends up being an explanation of why the promise
can't be kept in its original form.
Too many people forget that
feedback can be
positive as well as negative.
Positive feedback focuses on
improvements – achieved or possible; creates trust and cooperation.
Connect personally. Some
employees are not in frequent contact with managers or each other.
face-to-face interactions give more weight to subsequent
telephone conversations, e-mail messages, or memos.
externally. Ensure that good within-enterprise
communication is carried over to outside parties like