Intro
Part A
Listening
Part B
Body Language
Part C
Verbal Communication
Part D
Problem Solving
Effective Words
Communicating With Parents
Electronic Communication
|
Part C: 10 Keys to Effective Verbal Communication
- Name: Address people by their name. It shows respect and can help calm someone who is angry.
- Respect: Show mutual respect and trust. Acknowledge the validity of the other person's motives. Remain impersonal. Never insult, say or do anything that may embarrass.
- Dignity: Preserve everyone's dignity by remaining professional. Exercise patience and self-control. Do not accept verbal abuse or cursing and never use bad language. If someone is cursing, politely and firmly let them know it is not acceptable. Example: "Excuse me, I cannot continue this conversation if you are using bad language."
- Restate: Check to confirm you are on the same wavelength as the speaker by restating what you understand.
- Emotions: Acknowledge the other person's emotions without being condescending. Example: "You sound really frustrated."
- Responsibility: Use "I" instead of "you." This places responsibility on you. Placing responsibility on the other person will put them on the defensive. Example: "I am confused", rather than "You are confusing me."
- Absolutes: Avoid speaking in absolutes such as "you never" or "you always." Absolute statements are inaccurate and inflammatory.
- Clarity: Use terms that will be clearly understood. Avoid "jargon" as it means different things to different people.
- Words: Use words that are encouraging and positive. Avoid words that drag down or inflame. For a comprehensive list check the section entitled Effective Words Working For You.
- Grace: Always leave the other person a graceful way to back down or accept a solution.
|
