Communication Skills

In today’s workforce, Soft Skills and Communication Skills are but some of the aces that a worker must have on his hand. Many believe that these 2 qualities are one and the same, while others think that they are interchangeable. So before we begin, let’s define some terms.

What it is and what it isn’t

Soft Skills can be defined as the context-based balance of communication skills, some technical skills, and personal qualities.

Our key phrase: context-based. This means that the composition of soft skills will change – depending on the needs of a particular situation or environment. For example, the soft skills requirement for a technical writer will be very different from a receptionist. Not only will the technical writer be expected to write well, he or she should also be conscientious because of the nature of his or her subject matter. The output must be highly accurate. Although everybody should be conscientious, the personal quality most required of a receptionist is amiability, a prerequisite second only to language fluency. He or she will be the public face of the group that he or she represents, and first impressions can make or break a deal – no matter how fluent the person is in French and Japanese.

According to dictionary.com, communication is the imparting or interchange of thoughts, opinions, or information by speech, writing, or signs. Or simply, the purpose of communication is to be understood and to understand, regardless of language or medium.

So! Communication, by itself, is integral to one’s soft skill set but skilled communication alone is not soft skills.

Which then brings us to…

Major Components of Communication

One would think that talking is all there is to communicating, but you can actually break communication down to 2 major components: Verbal, and Non-Verbal or Physical.

The Verbal category refers mainly to speech. Voice quality, clarity, intonation, etc. are some aspects of good verbal communication. By the way, the art of writing falls under this category, being as it were a symbolic representation of speech on a medium.

The word “propriety” is no longer fashionable but it is still a very good description for what is required. Appropriate vocabulary is determined by who the receiving end is, and modulation (voice quality, volume, speed, pitch and/or intonation) makes it more pleasant for the recipient. Surely you can appreciate that yelling technical terms at a newbie listener will not be met positively.

Concision is key. “Say what you mean, and mean what you say” used to be a popular adage. No one likes to listen to long-winded passages, especially if the speaker reiterates his position several times needlessly. Put yourself in your listeners’ proverbial shoes: If it makes you yawn, it needs trimming.

Clarity of speech is yet another important aspect. Some speakers string their words together, creating a strain on the part of the listener. Again, the purpose of communication is to be understood, and to understand. You don’t have to be extra careful when enunciating – that makes you sound silly – but do take the time to say it right.

The physical facet of communication is a bit trickier. Although much of our communication is non-verbal, few of us pay it ample attention. One’s physical condition can and does affect how we communicate. For example, orientation will immediately denote if you are paying attention or not. By simply looking away from the speaker you are communicating your disinterest in him. One’s facial expression (like a blank stare) can have the same effect.

Posture typically affects how one’s body produces sound. The difference in sound may be imperceptible to the layman, but a head held high will sound brighter and cheerier than when the speaker is hunched over.

Of course, human nature being what it is, personal appearance unfortunately counts for a lot. Various studies have shown that people pay more attention to those who look confident and affluent. Hence sales seminars have been encouraging trainees to “dress for success” and make that sale. Listeners find it easier to trust someone who appears trustworthy; whether he is in fact truthful or not is beside the point.

Now, everybody talks, but that does not necessarily mean they are good at it. Nor does someone who speaks very well necessarily have the talent to write, or vice versa. But terrific communicators connect to their audience regardless of grammar or medium. They have become adept at balancing the different aspects of communication.

Which now leads us to…

Improving on what’s already there

On top of everything that’s already been said, here are a few more pointers on effective communication.

Active listening. Being aware of what is one is saying creates an impact on the speaker. You are inferring that what this person is saying is important to you, and is worthy of your time. This relieves a great burden on the part of the speaker, the fear of rejection.

Paraphrasing. Or, repeating in your own words what has just been said. Many people take to this technique; by relating the thought to their person it becomes a part of them (internalized). In this manner the subject becomes easier to understand and relay to other listeners.

Use constructive language. Simply, nobody likes to be on the receiving end of anything negative. Applying appropriate humour, producing constructive feedback, and using suitable terms make the listener more responsive. Even bad news will not be as bad when viewed in a more positive light.

To wit:

Communication is really the transference of ideas by establishing a relationship between speaker and listener. Its purpose of two-way comprehension will not be possible without the creation of rapport. Whether speaker or listener, these pointers should clarify the murky concept we term Communication Skills.